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.

    Everyone wants to be self-confident, but maybe we just don't know how to be. Here are some tips on how you can feel more confident about yourself.

    {#blank#}1{#/blank#} Everyone has shortcomings. When you have found your shortcomings, work to overcome them. If you are a shy person, take part in social activities, such as parties, and speak to at least one or two people there.

Second, try to spend more time with positive people. Successful and confident people have their own ways of settling problems. {#blank#}2{#/blank#}

    Third, set goals for yourself. With each goal you achieve, you self-confidence will increase.{#blank#}3{#/blank#}We are afraid that we might lose. Stop thinking like that and give yourself a chance.

    Fourth, start each day with a sense of opportunity. {#blank#}4{#/blank#}Think positively about yourself.

    Actually everyone has his or her own way of becoming confident. {#blank#}5{#/blank#}Friends might have useful suggestions, too.

    In short, as long as you try new things, you are sure to become more confident.

A. You should talk with your friends.

B. Pay attention and learn from them.

C. First, don't think about your weak points.

D. It's not always right to ask friends for help.

E. sometimes we might be afraid of trying new things.

F. First, you should know what your weak points are.

G. Start your day by reading something encouraging.

    Nearly everyone has spent at least one night lying in bed wishing for sleep. But for many, it's a nightly struggle. The key, or secret, is to experiment. What works for some might not work as well for others.{#blank#}1{#/blank#}

    Set a regular bedtime. Go to bed at the same time every night.{#blank#}2{#/blank#}Try not to break this routine on weekends when it may be attractive to stay up late. If you want to change your bedtime, help your body adjust (调整).

   {#blank#}3{#/blank#}If you're getting enough sleep, you should wake up on time naturally without an alarm. As with your bedtime, try to keep your regular wake-up time even on weekends.

    Be smart about napping (打盹). Though taking a nap can be a great way to become energetic again, especially for older adults, it can make insomnia (失眠) worse.{#blank#}4{#/blank#} If you must nap, do it in the early afternoon, and limit it to thirty minutes.

    Fight after-dinner drowsiness(睡意). What should you do when getting sleepy before your bedtime?    {#blank#}5{#/blank#} For example, washing the dishes, or calling a friend. If you give in to the drowsiness, you may wake up later in the night and have difficulty getting back to sleep.

A. Wake up at the same time every day.

B. Spend more time outside in the daytime.

C. When it's time to sleep, make sure the room is dark.

D. Get off the couch and do something to avoid falling asleep.

E. If insomnia is a problem for you, consider giving up napping.

F. It's important to find the sleep methods that work best for you.

G. Choose a time when you normally feel tired so that you can fall asleep easily.

    A lack of sleep causes many medical conditions that greatly affect the quality of life. While no one knows why we sleep, it is a universal biological need.{#blank#}1{#/blank#}

    How much sleep do I actually need?

    A study in Finland found that the amount of sleep that relates to the fewest sick days was 7.63 hours a night for women and 7.76 hours for men.{#blank#}2{#/blank#}When we get sleep fewer than seven hours or our sleep often falls below six hours, we are at an increased risk of health problems.

    {#blank#}3{#/blank#}

    Today, some people practice “polyphasic (一昼夜活动和休息多次的)sleep”,based on the idea that by dividing your sleep into parts, you can get away with less of it .Professor Dinges concludes it's possible to train oneself to need less sleep in short periods.{#blank#}4{#/blank#}And he notes that even for those who can function well on less sleep, we still don't know how the practice might be affecting chemical processes, mood, and other factors.

    I can't sleep. Is my phone really keeping me up?

    When light enters your eye, it hits your retina to send signals to the hypothalamus (下丘脑),which controls sleep cycles. When your retina takes in less light, your hypothalamus assumes it's time to sleep and it'll signal the pineal gland (松果腺)to make you sleepy. And when the hypothalamus senses light, it tells the pineal gland to stop its work.{#blank#}5{#/blank#} Some research suggests that the light from phones and tablets are especially influential in human sleep cycles.

A. Adequate sleep can benefit us a lot.

B. Can I train myself to need less sleep?

C. How can I make myself sleep less?

D. No animal with a brain can survive without it.

E. This is why we're told to minimize screen time before bed.

F. And most adults function best after seven to nine hours of sleep a night.

G. But he adds it doesn't seem possible to train oneself to need less sleep per 24-hour cycle.

    We all have plans to achieve success in life, but what we are lacking is the motivation that keeps us going to put plans into action. Here are the ways that can effectively ease the problem.
    {#blank#}1{#/blank#}

    Just grab a book, especially an inspirational book or a book of success stories. You can learn from others and the story will motivate you to move ahead with your plans. It also makes you re-focus your energy on your goals rather than the problems at hand.

    Think of your purpose.

    {#blank#}2{#/blank#} Your purpose could be to improve the life of others, or help people to do things more efficiently. Thinking of your purpose is an important way to motivate you.

    Talk to a supportive friend.

    Talking to a supportive friend would be able to overcome the problem of lacking motivation. Find someone that you are comfortable with and share your problems with him. {#blank#}3{#/blank#}

    Go through your goals daily.

    Prepare a list of goals that you want to achieve and go through your goals at least once a day. {#blank#}4{#/blank#} By doing this, you refresh your mind with the goals you have set for yourself.

    Do it at once.

    Another way is to get started with what you need to do. {#blank#}5{#/blank#} But by forcing yourself to just do it, you'll probably make progress little by little and without realizing it, you have actually finished the task on hand.

A. Read a book.

B.  See a motivational film.

C. You should have plans to achieve success.

D. After it, you will feel recharged and re-energized.

E. Think of why you want to achieve what you want.

F. Sometimes you don't feel like doing what you want to do.

G. You need to do this even more if you feel down and have no motivation.

Writing an art exhibition review is a creative experience that helps you express your ideas about an artist's work. Your review will provide a description (说明) of an art exhibit.{#blank#}1{#/blank#}Here are some tips that may help you write a good art exhibition review.

Walk through the show to watch the artwork. Spare 1-2 hours to experience the art exhibit so you have plenty of time to examine the artwork. Move through the exhibit slowly, examining each piece of artwork. Besides, make several passes through the exhibit. {#blank#}2{#/blank#}

Take notes on the description, the form and your impression. Be as detailed as possible so you can use your notes to write the full review. First, note the title and theme of each work. {#blank#}3{#/blank#} Finally, record your impression on the art, how it made you feel, and what worked or didn't work within the piece.

{#blank#}4{#/blank#} While you don't need to include audience responses in your review, it may help you improve your own review of the show. Watch flow others comment on the exhibit and write down the sentences that they say.

Talk to the artists if they're present at the exhibit. If you attend on the opening night, you may meet the artists. {#blank#}5{#/blank#} Ask about what they hope the audience will experience, and how they created their works. Take notes on what they say so you can use the information to write your review.

A. Notice how others are reacting to the artwork.

B. The reasons can be explained from several aspects.

C. These will help you find something new about the works.

D. Take the chance to chat with them about what inspired their works.

E. Besides, compare your review with other reviews to find out the differences.

F. Then write down the medium, materials, and techniques used to create the piece.

G. This helps visitors know what to expect from the exhibit and gives advice to the artist.