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.

Policeman: Now,Jimmy,did you get a good view（看清）of the accident?

Jimmy: Oh,yes.I was standing outside the bank building and I saw it quite clearly.

Policeman: Do you know what time it was?

Jimmy: Yes.{#blank#}1{#/blank#}It was 2:45 exactly.

Policeman: Good.{#blank#}2{#/blank#}

Jimmy: Well,quite slowly—about 10 miles an hour.It was coming up York Road.{#blank#}3{#/blank#}But they were still red when he went over them.

Policeman: I see.{#blank#}4{#/blank#}Was it also driving slowly?

Jimmy: It was coming along Union Street about 30 miles per hour.It was a blue Toyota.{#blank#}5{#/blank#}

Policeman: Did you see what color his traffic light was?

Jimmy: Yes,it changed to Yellow just before he crossed it.

A.What about the car?

B.I checked my watch.

C.Didn't you see the car?

D.Now,how fast was the truck moving?

E.Was the car going beyond the speed limit?

F.I suppose the truck driver knew the lights were going to change.

G.The driver stopped his car when he saw the truck crossing the street.

    America is a mobile society. Friendships between Americans can be close and real, yet disappear soon if situations change. Neither side feels hurt by this. Both may exchange Christmas greetings for a year or two, perhaps a few letters for a while - then no more. If the same two people meet again by chance, even years later, they pick up the friendship. This can be quite difficult for us Chinese to understand, because friendships between us flower more slowly but then may become lifelong feelings, extending (延伸) sometimes deeply into both families.

    Americans are ready to receive us foreigners at their homes, share their holidays, and their home life. They will enjoy welcoming us and be pleased if we accept their hospitality (好客) easily.

    Another difficult point for us Chinese to understand Americans is that although they include us warmly in their personal everyday lives, they don't show their politeness to us if it requires a great deal of time. This is usually the opposite of the practice in our country where we may be generous with our time. Sometimes, we, as hosts, will appear at airports even in the middle of the night to meet n friend. We may take days off to net as guides to our foreign friends. The Americans, however, express their welcome usually at homos, but truly can not manage the lime to do n great deal with a visitor outside their daily routine. They will probably expect us to get ourselves from the airport to our own hotel by bus. And they expect that we will phone them from there. Once we arrive at their homes, the welcome will be full, worm and real. We will find ourselves treated hospitably.

    For the Americans, it is often considered more friendly lo invite a friend to their homes than to go to restaurants, except for purely business matters. So accept their hospitality at home!

    Most people will answer a ringing phone. Usually you don't know who is phoning or how urgent their business is, so a ringing phone is difficult to ignore. In one experiment, a researcher wrote down the numbers of several public phones in stations and airports. Then he called the numbers. Someone nearly always answered. When he asked why, people usually said, "Because it rang."

    A few years ago in New Jersey, a man with a rifle killed 13 people. Armed police surrounded his house but he refused to come out. A reporter found out the phone number of the house and called.

    The man put down his rifle(步枪) and answered the phone. "What do you want?" he said, "I'm really busy right now."

    Imagine you're at work and the phone is ringing in someone else's office. Do you answer it or not?

    In one survey on telephone use, 51% of participants told researches that they did. We can't ignore the phone and for the reason, it forces its way into our lives. It interrupts what we are doing and on top of that, the caller is often someone we don't really want to talk to. However, in the survey, 58% said they never took the phone off the hook, and 67% didn't mind if someone called during a television programme. For 44% it wasn't a problem if someone rang during a meal, while only 28% were annoyed or upset.

    If someone phoned in the middle of the night, 40% told researchers that they got nervous or frightened, while around 30% got angry.

    Of course, when someone is really annoying, you can choose to hang up on him/her. This is in fact one of the rudest things you can do on the phone, but 79% said they were prepared to do it in some cases. Only 6% told researchers they never hung up on people.

How to treat your guests at a dinner party

    Almost everyone has attended a dinner party where they felt awkward. {#blank#}1{#/blank#}So it's very necessary to prevent unpleasant party situations for your guests with the following useful tips and find out how to treat your guests at a dinner party.

    As guests arrive, greet them at the door saying "Hello" and ask how they are. {#blank#}2{#/blank#} If there is a wine table, show them to the table and allow them to mix with other guests.

    If a guest arrives who doesn't know the majority of the people in the room, announce his presence and introduce him to everyone. {#blank#}3{#/blank#}

    Be modest about your food even if the food is great. And don't apologize either—your guests may think they shouldn't try your food. Serve your guests or allow guests to serve themselves if food has been placed on a serving table. {#blank#}4{#/blank#}Make sure that they are as comfortable as possible.

    As you and your guests dine, play a "get to know each other" game. Have the guests go around the room and give a fun fact about themselves, their favorite things to do, where they would like to live and their worst or best cooking experience. {#blank#}5{#/blank#}

    After the main course is served, offer your guests dessert. Have a dessert wine ready to serve in case a guest would like to pair wine with dessert.

A. This would help him feel more comfortable.

B. This is a great ice­breaker as well.

C. Take their coats, welcome them and make them feel at home.

D. Ask your guests often if they need more food.

E. Choosing a specific theme for your party is definitely a great idea.

F. Still more people remember dinner parties where they didn't have a good time.

G.A great dinner party allows you to enjoy one­on­one time with your guests.

With the rapid development of science and technology, we don't know how different our life will be in the future. {#blank#}1{#/blank#}.

At first we think about human relationships. In the year2050, we will use computers almost every day. We will be making new friends through the Internet—even our husbands or wives will be met in this way. {#blank#}2{#/blank#} On the other hand, our relationship with people won't be as important as they are today--we will feel a little lonely.

Computers will also help us in many other activities in 

2050. For example, they will be used by the children at school to make their learning easier. In addition, there will be much more other machines which will play a similar role as computers, like robots which will do the housework for us.

{#blank#}3{#/blank#} Traveling to other planets or to the moon will also be available for everyone. Means of transport will, of course, change, too. We will be using solar-powered cars, which will be much more environmentally friendly.

We could expect that the faster technological progress would lead to a more polluted environment. But it isn't true. {#blank#}4{#/blank#} And, scientists will probably find cures for many dangerous diseases, like cancer or AIDS. Therefore, our surroundings as well as health will be in a better condition.

Although we can't predict the exact changes which will be made in the world, we often think about them. We worry about our and our children's future; we have expectations, hopes as well as fears. But I think we should be rather confident about our future. {#blank#}5{#/blank#}.

A. We can only imagine it.

B. It will be much faster and easier for us.

C. Our environment will be more polluted.

D. However, we are convinced of the following.

E. Spending holidays will also be completely different.

F. We should be happy and believe good things will happen.

G. We will pay more attention to protecting the environment.