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.

    Today we eat on the go,at our desks and even in front of computers.We eat takeout,delivered and packaged meals.{#blank#}1{#/blank#}

    "Over the past three decades,people have started eating out more than ever before and purchasing more prepared foods at the grocery store,which tend to contain more fat,salt and sugar than their home-made foods,"noted US healthy living website Spark People.

    {#blank#}2{#/blank#}It encourages us to value the time we spend preparing,sharing and consuming food,as a recent USA today article put it.It all started in 1986 with the efforts of Slow Food's founding father,Italian activist Carlo Petrini,who wanted to bring back food varieties and flavors that had gone dark in the face of industrialization{#blank#}3{#/blank#}Now his idea is almost the mainstream.

    Starting at the table,the movement promotes an unhurried way of life founded on the idea that everyone has a right to cooking pleasure,and that everyone must also take responsibility to "protect the heritage（遗产）of food, tradition and culture that make this celebration of the senses possible",wrote The Phnom Penh Post.

    "{#blank#}4{#/blank#}.It means turning down the speed at which we eat and increasing the amount of time we spend dining together with other people,"Althea Zanecosky,spokeswoman for the American Dietetic Association,told The Huf fington Post."{#blank#}5{#/blank#}Dinner table conversations keep families together,"noted the Belgian non-profit organization Greenfudge.

A.It is a way to bring back the social togetherness of yesterday.

B.It seems that we have adapted our foods to our fast-paced lives.

C.So the Slow Food Movement has occurred against this fast-food trend.

D.Slow Food doesn't necessarily mean food that takes a long time to cook.

E.It is based on the idea that we should spend as much time as possible on cooking.

F.It's not only the food itself but also the time we spend dining together that matters.

G.At that time,he asked people to follow a more sustainable（可持续的）living model.

How to escape from a car in water

    “If you get on your phone and call your parents or your sister, or 911,you will die, " says Robert May, a 21-year-old veteran （老兵）of the Indiana State. No one else will arrive in time: you have to save yourself.

    Move quickly. Minivans (微型货车) might float for as long as 10 minutes.{#blank#}1{#/blank#} In a study from the University of Manitoba, three passengers were able to exist with a child mannequin (人体模型) through a single driver-side window in justS3segonds.

    Unbuckle (揭开) your seatbelt, lower your window and climb out, ideally onto the roof of the vehicle.{#blank#}2{#/blank#} Unfasten them from the backseat, pull them into the front and push them out of your window, oldest ones first. In May's experience, electric car windows will continue to work after falling into water.{#blank#}3{#/blank#}.

    Don't open the door, water will flood in. Once full of water, the vehicle will sink fast.{#blank#}4{#/blank#} Vehicle submersions (淹没) have one of the highest death rates of any type of single-motor-vehicle incidents, responsible for 400 deaths a year in North America.

    After you get on top of your car, figure out if it makes sense to stay put or swim for dry ground.{#blank#}5{#/blank#}Just get out first, May says.

A. From there, call for help.

B. You will be then totally out of danger.

C. Research has been done to confirm this.

D. If there are children present, attend to them first.

E. In one study, a 65-passanger bus sank in nine seconds.

F. Still, keep a small grass-breaking tool on your key ring, just in Case.

G. However, the chances of survival are highest if you get out in the first 60 seconds.

    Idioms are one of the hardest parts of learning a language. For those of you who don't know, an idiom is a phrase which has a meaning, but if you translate it word for word, it sometimes makes no sense at all. {#blank#}1{#/blank#}

    Get your act together

    This might be something your teacher says to you if you score badly in an exam or if you misbehave in class. It means you need to improve your behavior or work.

    {#blank#}2{#/blank#}

    Yes, it's longer and more difficult to say than “I'm sick.” But if your English teacher asks you why you haven't done your homework, he or she is more likely to forgive you if you say that you were feeling under the weather.

    It's a piece of cake

    I don't know why this means what it does, but sometimes you just have to accept that English people use the phrase. {#blank#}3{#/blank#}

    Break a leg

    This is perhaps one of the most confusing yet well-known English idioms. If someone says this to you, do not take offence or think they are threatening you. {#blank#}4{#/blank#} It is most often used for people wishing success to actors and actresses before they perform on the stage, but it can be said in other situations, too.

    {#blank#}5{#/blank#} It's definitely not a piece of cake, especially when there are so many confusing idioms. However, with enough hard work and interest, you will succeed in no time. Break a leg!

A. It shows it's so easy.

B. Pull yourself together.

C. I'm feeling under the weather.

D. They are just wishing you luck.

E. Try your best to use them in various situations.

F. All in all, learning a new language can be challenging.

G. Here are four common English idioms that you can use in a variety of situations.

    With the development of science and technology, mobile phones have been an important communication tool in our modern life. {#blank#}1{#/blank#}

    First, {#blank#}2{#/blank#} If we have a mobile phone, it is possible for us to access anyone at anytime and anywhere. We could call our clients and customers for business. And we can send messages, including text and picture messages to our friends for personal affairs.

    Besides, mobile phones have been multi-functional nowadays since its advance development. It could take photos instead of digital cameras. It could be used as a radio or recorder or for playing music. {#blank#}3{#/blank#}

    {#blank#}4{#/blank#} Sometimes we would not like to be available to anybody; sometimes we receive so many rubbish messages.

    In conclusion, {#blank#}5{#/blank#} It is really a great invention, which makes our life more convenient and more colorful.

A. But sometimes mobile phones can also make you in a dilemma.

B. Mobile phones bring us more benefits than disadvantages.

C. Mobile phones really bring convenience to our lives.

D. Mobile phones play an important part in our work.

E. However, some small troubles would visit you after using it for some time.

F. And it also could be a game player.

G. Thanks to it, our life becomes easy and colorful.

Everyone can help to save the world

    We are all environmentalists now. We all know about acid rain and the ozone hole. {#blank#}1{#/blank#} As consumers we have the power to make decisions which will contribute to a better world and it is in our power to do what we can to protect the earth.  

    {#blank#}2{#/blank#} In this way we have the power to influence retailers (零售商) to sell us those so-called "green" products. Therefore, the supermarkets have understood the message and are now trying to improve their environmental image. They are turning to less wasteful and recyclable packaging. The range of "green" products will continue to expand to meet the growing demand. This message has also reached the manufacturers. {#blank#}3{#/blank#}They have realized that protecting the environment may start as an advertising campaign but in the hands of intelligent people it can become a very profitable business. Besides, we can do more.

    Furthermore, we also know there are other areas where all of us can make a positive contribution to a cleaner, healthier and safer environment. {#blank#}4{#/blank#}There are a number of ways we can do this. For example, we now know how important it is to have our homes well insulated (隔热). We should choose the best energy efficient technology, such as modern light bulbs which can reduce electricity consumption by 80% over the older ones. We must also work hard to reduce the amount of rubbish we produce. We all produce tons of rubbish and waste disposal has become a big problem. As an environmentally-conscious consumer we should buy products which do not have so much packaging. Also, we should try to avoid non-returnable goods at all costs. In Scandinavia and Germany, for example, plastic bottles and cans are now returnable goods.  

    In conclusion it is important to emphasize once again the rise of consumer power. We must realize that we are all part of the problem. {#blank#}5{#/blank#} 

A. We can all reduce energy consumption at home and so cut the emissions from power systems.

B. For example, when we walk into a supermarket we can choose to buy environmentally friendly products and reject products which damage our planet.

C. There are some other ways to protect the environment.

D. Companies are developing environmentally friendly products that maintain a high quality and a low price.

E. But what are we doing about these problems?

F. Nevertheless we must also realize that we have the responsibility to be part of the solution.

G. Everybody has the duty to contribute to a cleaner world.