No matter what type of business you run, it has to deal with things that go wrong from your customer's point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements.{#blank#}1{#/blank#}

1）You should listen actively to what the customer has to say by maintaining comfortable eye contact. {#blank#}2{#/blank#}

2）{#blank#}3{#/blank#} It's important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you've accepted the responsibility and provide him with choices or you'll do something about his complaint.

3）Talk with the client and discover the best means to resolve his problem.{#blank#}4{#/blank#}In this case it's important to let your customer know an estimation(估计)of how long it will take to take action on his complaint.

4）A simple “thank you” is one way to let the customer know you appreciate the time and effort they've taken to inform you about a problem with your company's service or product that you need to know about.

5）Create a procedure for recording different types of customer complaints.{#blank#}5{#/blank#}

A. They are a valuable source of information to determine various root causes that need to be addressed within your company.

B. You should also show your customer that you do understand him by giving full attention.

C. When you have received a complaint, you should apologize for the failure the customer has identified.

D. Listen to your customer's complaints and you can improve your service.

E. So it's important to learn to deal with customer complaints efficiently.

F. Don't feel ashamed of the failure in your service or products.

G. There will be times when you'll be unable to resolve the issue immediately.

The Benefits of Keeping a Journal

    If you want to grow, one important thing you should do is keeping a journal. It may seem simple, but it can make a big difference in your life. I have been keeping journals for years. Writing all the lessons I learn and all the ideas I get has become a habit for me. And to be honest, I can't imagine what my life would be like without it.

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    It prevents you from losing an idea. Have you ever gotten an idea only to lose it later because you didn't write it down?{#blank#}2{#/blank#} But then I developed the habit of writing down every idea that came into my mind as soon as possible. If I'm away from my computer, I usually write it down on a piece of paper that I bring wherever I go. I will then transfer the idea to the journal in my computer.

    It helps you review all the lessons you've learned. By reviewing your journal, you can quickly see the lessons you've learned and the ideas you've gotten.{#blank#}3{#/blank#} You can use the ideas to propel (鞭策) yourself forward.

    {#blank#}4{#/blank#} After keeping a journal for years, you can look back at it and see how far you've gone. Things that were big problems in the past might seem small today. The raw ideas you had in the past might have been realized today.

    It helps you expand your ideas. When you try to come up with a sentence to express an idea, you are thinking actively about it.{#blank#}5{#/blank#} In the end, you will expand your ideas.

A. I often experienced that myself.

B. It trains you to express your thoughts.

C. It allows you to see your progress over time.

D. Just use whatever tool you feel comfortable with.

E. Here are some benefits you will get by keeping a journal.

F. Thinking actively helps you connect your idea to another idea.

G. Then you can do whatever necessary to avoid repeating the same mistakes.

    Once there was a poor villager. He found it difficult even to support his family. {#blank#}1{#/blank#} He walked about in the streets, but he did not get a job. One day, he met a rich businessman, who gave him the job of cleaning the office. The villager began his work and he even started reading and writing in his spare time.

    One day, the businessman saw that the villager was writing something. He said, “You can also read and write! Your handwriting is very good.”{#blank#}2{#/blank#} The villager began to do this job as best as he could. www.manfen5.com

    Later, the businessman learnt that the villager was good at accounting, and he made him his shop accountant. The other accountants were very jealous of the villager's abilities. They told the businessman that the villager had a small room where he hid the money stolen from him. {#blank#}3{#/blank#} One day, they had their chance. They saw the villager going into 'that' room. {#blank#}4{#/blank#} When they came back and opened the door, there was nothing in that room except an ordinary box.

    The villager was ordered to open the box with his own hands. And there was only a pair of dirty shoes and some old clothes. {#blank#}5{#/blank#} At the same time, he was so angry with the jealous accountants that he fired them at once. The villager was made the only accountant for his office.

A. He came to a big city hoping to find a job.

B. They closed the door behind him and ran to the businessman.

C. So the businessman decided to give the villager a good lesson.

D. The businessman was moved by what he had seen.

E. So the villager was given the work of writing business letters for him.

F. The villager wished that some kind people might give him a good job.

G. But the businessman refused to believe them unless he had seen it with his own eyes.

    The most successful people all have certain habits in their daily routines. These habits help contribute to their success. Forming a new good habit can be a struggle, but it is well worth the effort. {#blank#}1{#/blank#}

    Set your goal. Before you can begin to work on your new habit, figure out exactly what you hope to accomplish. {#blank#}2{#/blank#} Make sure that your goal is specific, measurable and realistic to increase your chances of success.

    {#blank#}3{#/blank#} Choosing the habits that are most likely to help you achieve your goal is important. After you have set your goal and worked out all the specifics of achieving that goal, identify a habit that is part of achieving that goal. Consider what good habit would help you accomplish that goal.

    Consider your motivation. Once you have identified your goal and the new habit you need to accomplish this goal, take some time to consider your motivation. {#blank#}4{#/blank#} Good motivation can be the difference between success and failure in terms of forming a new habit. So take your time to consider your motivation.

    Give yourself time. Forming a new habit can take a long time. Some people can form a new habit in as little as a few weeks, while other people will take several months. As you work to form your new habit, just keep in mind that it may be a while before it comes true. {#blank#}5{#/blank#}

A. Identify ways to achieve goals.

B. Find the habit you want to form.

C. Good habits are sure to make you a success.

D. Here are the four steps you can follow to form good habits.

E. It is worthwhile to consider your goal.

F. Try to be patient with yourself as you form your new habit.

G. Your motivation is the reason you want to form this new habit.

Dealing with Difficult Relationships

    Everyone has at least one awkward or tense relationship. {#blank#}1{#/blank#} It may be with somebody who will use up your energy whenever you are with them. Or worse, it could be someone who always cuts you down. By persuading you it's your obligation or duty, you forget about your own needs. Sadly, by remaining loyal to these people, you forget who you are. {#blank#}2{#/blank#} No matter who they are, it's necessary that you learn to set boundaries (界限) for yourself. It is you who allow them to take advantage of you or even belittle you.

    If you find a relationship unhealthy and it's time for you to set boundaries, the following advice may be helpful.

    Setting boundaries for difficult relationships starts by admitting how you are affected by the relationships. {#blank#}3{#/blank#} For example, it's time to study for tomorrow's test. But your friend wants to take you to a party. Here, setting boundaries will help protect your academic goals. Someone who pressures you to something you're not comfortable doing will stress you out. {#blank#}4{#/blank#}

Next, decide how much time you should spend with these people. {#blank#}5{#/blank#} But it's difficult to help others if you forget to protect your own priority (优先次序).

    Settling boundaries requires taking a long, honest look at yourself. By saying no to harmful patterns in relationships, you say “yes” to a healthier you.

A. Does this kind of relationship lower your self-respect?

B. These people may be your family members or even friends.

C. It's easy to spend too much time and energy offering them help.

D. People may try to keep you in an unhealthy relationship.

E. But a friend who considers how you feel will respect your willingness to try something new.

F. It's not easy to set boundaries because you may be afraid of losing them.

G. Do they bring you closer to your goals or pull you farther away?

    If you live in a city where everyone rushes, realise that you don't have to be like everyone else. You can be different. I can't give you a step-by-step guide to moving slower, but here are some ideas to consider and perhaps adopt, if they work for your life

    ⒈Do less

Cut back on your projects, on your task list, on how much you try to do each day. Focus not on quantity but on quality. {#blank#}1{#/blank#}

    ⒉Have fewer meetings

    {#blank#}2{#/blank#} Try to reduce the number of meetings and have blocks of time with no interruptions, so you don't have to rush from one meeting to another.

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    If you're constantly rushing to appointments or other places, it's because you don't allot(分配)enough time in your schedule for preparing and for travelling. Pad your schedule to allow time for this stuff. If you think it only takes you 10 minutes to get ready for work or a date, perhaps give yourself 30 to 45 minutes so you don't have to shave in a rush or put on makeup in the car.

    ⒋Practise being comfortable with sitting and doing nothing.

    When people have to wait, they become impatient or uncomfortable. Try standing in a line and just watching and listening to people around you. {#blank#}4{#/blank#}

    ⒌Realise that if it doesn't get done, that's OK

    {#blank#}5{#/blank#} And yes, I know that's a frustrating attitude for some of you who don't like laziness or living without firm deadlines, but it's also reality. The world won't end if you don't get that task done today.

    Try these things out. Life is better when unrushed.

    Remember the quote: if nature can get everything done without rushing, so can you.

A. Do nothing but wait.

B. Pick two or three important things-or even just one -and work on those first.

C. Start to put off or cancel the unnecessary.

D. Give yourself time to get ready and get there.

E. Meetings are usually a big waste of time and make you rush.

F. There's always tomorrow.

G. It takes practice, but after a while, you'll do it with a smile.