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#}.

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

    {#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 assure the customer you'll do something about his complaint.

    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.

    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.

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

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

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

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

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

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

Building Trust in a Relationship Again

    Trust is a learned behavior that we gain from past experiences. {#blank#}1{#/blank#} Trust is a risk. But you can't be successful when there's a lack of trust in a relationship that results from an action where the wrongdoer takes no responsibility to fix the mistake.

    Unfortunately, we've all been victims of betrayal. Whether we've been stolen from, lied to, misled, or cheated on, there are different levels of losing trust.{#blank#}2{#/blank#}They've been too badly hurt and they can't bear to let it happen again. It's understandable, but if you're willing to build trust in a relationship again, we have some steps you can take to get you there.

    Learn to really trust yourself. Having confidence in yourself will help you make better choices because you can see what the best outcome would be for your well-being.

    {#blank#}3{#/blank#} If you've been betrayed, you are the victim of your circumstance. But there's a difference between being a victim and living with a “victim mentality”. At some point in all of our lives, we'll have our trust tested or violated.

    {#blank#}4{#/blank#} Once trust is lost, what is left? Instead of looking at the situation from this hopeless angle, look at everything you still have and be thankful for all of the good in your life.{#blank#}5{#/blank#} Instead, it's a healthy way to work through the experience to allow room for positive growth and forgiveness.

A. You didn't lose “everything”

B. It is putting confidence in someone.

C. Stop regarding yourself as the victim.

D. Sometimes people simply can't trust anymore.

E. Remember that you can expect the best in return.

F. This knowledge carries over in their attitude toward their future relationships.

G. Seeing the positive side of things doesn't mean you're ignoring what happened.

A Wonder Plant

    Every rainy season, the mountain gorillas (大猩猩) of Central Africa migrate to the foothills and lower parts of the Virunga Mountains to feed on bamboo. For the 650 or so that remain in the wild, it's a vital food source.{#blank#}1{#/blank#}Gorillas aren't the only locals keen on bamboo. For the people near the mountains, it's a valuable raw material used for building houses and making household items. But in the past 100 years, resources have come under increasing pressure as populations have exploded and large areas of bamboo forest have been cleared to make way for farms.

    {#blank#}2{#/blank#} All over the world, the ranges of many bamboo species appear to be reducing, endangering the people and animals that depend upon them. A report published by the UN Environment Programme has revealed just how profound our ignorance of global bamboo resources is.

    Bamboo is a wonder plant. Its ecological role extends beyond providing food and habitat for animals. Bamboo tends to grow in stands made up of groups of individual plants that grow from root systems. Its extensive root systems are crucial in preventing water loss and soil erosion{#blank#}3{#/blank#}In India 25% of paper produced is made from bamboo fiber, and in Brazil, 100,000 hectares of bamboo are grown for its production. Because of its flexibility and strength, it has traditionally been used in construction. Bamboo is often the only readily available raw material for people in many developing countries.

    {#blank#}4{#/blank#} Ray Townsend, vice president of the British Bamboo Society, says, “Some plants are threatened because they can't survive in the habitat—they aren't strong enough or there aren't enough of them, perhaps. But bamboo can take care of itself-it is strong enough to survive if left alone{#blank#}5{#/blank#} When forest goes, it is transformed into something else: there isn't anywhere for forest plants such as bamboo to grow if you create a cattle grass land.

A. Sadly, this isn't a single story.

B. It is the physical disturbance that is the threat to bamboo.

C. Until now, bamboo has been viewed as a second-class plant.

D. Without it, their chances of survival would be reduced significantly.

E. Besides, bamboo's most immediate significance lies in its economic value.

F. More than a billion people rely on bamboo for either their shelter or income.

G. Despite bamboo's value in economy and ecology, its situation is all the more worrying.

New Reasons to Exercise

    It's a cruel reality that exercising is not a reliable way to lose weight and keep it off. {#blank#}1{#/blank#} Here are the benefits of regular exercise.

    {#blank#}2{#/blank#}

    A new study had found that just a short period of exercise can help improve the ability to remember things in the hours that follow. The report says, “Exercising four hours after learning a task can help people remember that task in the long term”

    It may keep off depression.

    {#blank#}3{#/blank#} Researchers found that women who exercised regularly reported about 50% fewer depressive signs than women who didn't exercise as much. And the more the women reported exercising, the less likely they were to have signs of depression.

    It can control appetite.(食欲)

    Exercise may be the key to controlling your appetite . A study found that people who exercised for 15 minutes after doing mental work ate 100 fewer calories than people who did mental work and then remained seated. Exercise has the ability to increase available fuel sources in the body that may signal to the brain. “{#blank#}4{#/blank#}I don't need to fill myself with food,” says study author William H. Neumeirer.

    It increases energy.

    In a recent report, men who cycled for 20 minutes experienced a 166% increase in self-reported energy levels, compared with a 15% increase when they sat and did nothing for the same amount of time.{#blank#}5{#/blank#}

A.It improves memory.

B.It has mind-body benefits.

C.Here is the energy source I need.

D.We do the work at the office each day.

E.Working out regularly might prevent depression.

F.But that doesn't mean you should give up the effort.

G.If you need a reason to work out, energy increase is a worthwhile one.

    China has been the birthplace of many of the world's greatest inventions. It was, for example, the first country to produce paper money. Before the invention of paper money and coins, people used many different kinds of things for buying and selling{#blank#}1{#/blank#}This exchange of goods and services for other goods and services is called bartering.

    {#blank#}2{#/blank#}In 1200 BC, people in China began to use shells (贝壳) as money. Usually the shells used as money were very small. This made it easier for people to carry money over long distances, and allowed for trade to develop between different parts of the country.

    In the years which followed this invention, many other countries around the world began to do the same.{#blank#}3{#/blank#}

    The next development was in 1000 BC, when China started making bronze and copper shells. It wasn't long before the Chinese made round coins out of metal.{#blank#}4{#/blank#}By 500 BC, metal coins had begun to appear in countries like Persia and Greece, and later in the Roman Empire.

    About 1,000 years later, leather was used as money in China, and in 806 AD, the first paper banknotes were produced by the Chinese people.{#blank#}5{#/blank#}

A. People also began collecting foreign coins as souvenirs.

B. During that time, for example, buying a chicken might cost several potatoes.

C. It was still many years before paper currency appeared in Europe.

D. However, as economies developed, such exchanges became impractical.

E. They also used tiny shells as money for buying and selling.

F. As time went by, trade between countries increased.

G. The first coins often had holes in them so that people could string them together.