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.

    It's the time of year when graduates are looking forward to putting constant exams behind and moving on to a more exciting stage of their lives. But in the digital age, not everything is so easily left behind, because they have created a digital footprint that's often not easy to cover up. However, there are various actions they can take to make that online presence（网络形象） more appreciating.{#blank#}1{#/blank#}

    Clean up your Facebook account

    Clean up your Facebook page and get rid of anything that could be considered offensive （冒犯的，无礼的） or held against you. Remember, the test is no longer “Would you want grandma to see it?” but “{#blank#}2{#/blank#}”

    Use a professional looking photo{#blank#}3{#/blank#}, so make sure that first impression is a good one. Again, what worked at school is unlikely to impress the employers. Also, be consistent （一致的）and use the same photo on all your online platforms.{#blank#}4{#/blank#}

    While it's important to make the transition（过渡）from school to the workplace, you don't want to leave everything behind. Make a point of keeping in touch with your school friends, teachers, professors, sports coaches, or anyone who could be helpful to you as you establish a career.

    Be yourself

    Nobody can be more like you than you.{#blank#}5{#/blank#} Turn your social networking pages into your own personal website, and start marketing your own individual ,brand!

A．Grow your network

B．Search your memory

C．A picture is worth a thousand words

D．Whom would you want to see it?

E．Would you want a future employer to see it?

F．Make sure your online presence is representative of who you really are.

G．Here are a few suggestions that you might want to pass on.

Tips for Using Google Maps When You Travel

    Traveling somewhere new can bring exciting adventures. But it can also bring unwelcome surprises. That may be in the tools you use before and during your trip. With the right technology, you can make the most of your time on the road. {#blank#}1{#/blank#} While people most commonly use Google Maps for directions from one place to another, it offers many other kinds of travel tools. Today, we bring you several tips for using Google Maps.

    ⒈Plan a road trip route

    When you are traveling on a road trip, you do not have to plan each part of the trip separately with Google Maps. {#blank#}2{#/blank#} To plan a road trip, open Google Maps. Search for your first destination, and then click on the arrow to get directions. Then, click on the plus + sign to add more destinations to your trip.

    ⒉Save your maps for offline use

    {#blank#}3{#/blank#} Or you may not want to pay international charges for using your phone in other countries. The good news is that you can still use Google Maps even without the Internet. You can download a map from Google Maps to your phone. To do this, open the Google Maps app on your phone and search for the area you want to save. Click on the address at the bottom of the screen, then choose Download.

    ⒊Use Google Maps for a walk or bike ride

    While Google Maps may first give users directions to a place by car, it also offers biking or walking directions.{#blank#}4{#/blank#} The results also tell you the elevation change of the route, so you know how much energy you will have to use by choosing to walk or ride a bicycle.

    ⒋Save money on gas

    If you are planning a car trip in North America, Google Maps can show you the lowest gas prices in the United States and Canada. Search for “gas stations” on the Google Maps app and you will see a list of nearby stations with gas prices.{#blank#}5{#/blank#} Therefore, Google Maps is really a great convenience to tourists.

A. Google Maps has many tech tools that help make traveling easier.

B. When traveling, you may not always have access to the Internet.

C. You can get those directions by clicking the walking or bicycle icon.

D. The “gas stations” on the Google Maps app are sometimes difficult to find.

E. They will also be marked on the map so that you can see the closest ones to you.

F. The apps and maps are of great help when people are going to a store or supermarket.

G. You can search for all of the parts of the trip in order to prepare your route more efficiently.

    Helen Keller once wrote, "The unselfish effort to bring cheer to others will be the beginning of a happier life for ourselves."{#blank#}1{#/blank#} The UN has set December 5 as International Volunteer Day to give recognition to these people.

    Nineteen-year-old Andrew Makhoul was a communications major at the University of Pennsylvania. It was coming up to spring break, but unlike his classmates, Makhoul wasn't planning on spending the break relaxing. {#blank#}2{#/blank#}

    He traveled to Guatemala. He went to an orphanage(孤儿院)in one of the most violent and poor parts of Guatemala city. {#blank#}3{#/blank#} Although he didn't speak much Spanish, he found communication wasn't a problem: "You communicated with love." And what he gave out, he got back: "You could see love when you looked in their eyes."

    Makhoul's first time as a volunteer only lasted a week, but by the end of that week, he knew he'd be back in the future.

    {#blank#}4{#/blank#}The UN highlighted the case of Palestinian women who are survivors of breast cancer. As part of the UN's Aid and Hope Programme for Patient Care, the women have been volunteering their time to create low-cost breast prosthetics(假体)to be distributed to women for free, among whom Shahd El-Swerki is a brilliant example. {#blank#}5{#/blank#}By the end of her time there, she admired these women who are "not only survivors but also volunteers".

    About 2,400 years ago, Greek philosopher Aristotle said, "The essence(本质)of life is to serve others and do good." Volunteers all around the world are making these words come true, each and every day.

A. These words certainly prove true for the millions of volunteers all over the world

B. Here, we tell two volunteering stories from around the globe.

C. He decided to spend his time doing something useful for people.

D. Volunteers want to do their best to make the world warmer and more beautiful.

E. She worked with the women as part of the programme.

F. Sometimes, volunteers themselves live with huge challenges

G. It depends upon volunteers to stay open. 

    Ways to make a great first impression

    You've heard it a million times already, but it really does take a few seconds to make that all-important first impression. Here are some easy ways for you to impress your classmates or teachers.

    {#blank#}1{#/blank#}

    Before you shake hands with somebody, make sure that your hands are clean. The handshake should not be too strong or weak. Most people use their right hands, unless they have a reason to use the left. {#blank#}2{#/blank#}.

    Be on time

    When meeting someone for the first time, arriving on time is as important as breathing. You may have an excuse, but that will leave the person who hardly knows you with a bad impression. {#blank#}3{#/blank#} It's better to be hanging around the place than be stuck in traffic.

     Introduce yourself and ask for names

    Make sure you properly introduce yourself. Ask for their names in a polite way. {#blank#}4{#/blank#} This will increase the chances of their remembering your name in the future. Always remember to stand up when greeting someone and be sure to introduce them to anyone you're with.

    Make good conversations

    To get the most out of your discussion, try to find something common between the two of you. {#blank#}5{#/blank#} A person will feel more comfortable with someone they can relate to.

A. Use body language

B. Have a proper handshake

C. Repeat the names and use them later in conversation.

D. It could be a similar taste in clothes or a common hobby.

E. As a general rule, plan to arrive about 30 minutes early.

F. You'll be in serious trouble if you leave them with a bad impression.

G. However, don't have your left hand in your pocket because this appears impolite.

    Teenagers are not only an extremely valuable resource of energy, good will and creativity, but also the key to our future. In a culture that is so wrapped around "wants" and "achievements", it is easy for our teenagers to grow up without a sense of gratitude for what they have and sympathy for the needs of the less fortunate around them. {#blank#}1{#/blank#} If you can show your teen how rewarding it is from a young age, they'll start to make a connection between helping someone else and their own joy.

    Choosing the right service opportunity can influence how your teen interacts with that cause, and make volunteering go forward. {#blank#}2{#/blank#} The reach of volunteering can be limited to the school and student body, or it can have a wider reach locally like organizing a blood donation, hosting an awareness event for young kids at the local library, or caring for animals at a shelter. Try to choose an activity that suits the teen's interest and time to make sure they take part in the activity for a long time.

    {#blank#}3{#/blank#} Parental participation in volunteering regularly or even occasionally promotes relationship and common respect. Make sure your teen realizes how his time is directly affecting the needy group and discuss possible ideas of how to further the cause. Stress on discipline: {#blank#}4{#/blank#}

    Research has shown that teens who engage in community service arc more responsible. Volunteering helps the teens gain new skills necessary for the job market such as leadership, communication skills, dependability, time management, and decision making. {#blank#}5{#/blank#} They also build a stronger resume for college and scholarship applications.

A. Make sure you lead by example.

B. Teens can schedule their own chances.

C. Stick to a volunteering activity regularly.

D. Teens who volunteer perform better at school.

E. So consider their abilities, interests, and time.

F. Volunteering makes teens desire to be independent.

G. However, volunteering can offer a chance for them to make some changes.