No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(贈券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
1.What does the passage mainly talk about?
A. Importance of dealing with customer complaints.
B. Effects of customer complaints on business.
C. Tips for handling complaints from customers.
D. Several factors resulting in customer complaints.
2.The author thinks that customer complaints _____________.
A. are easy to deal with B. are really quite annoying
C. can actually be avoided D. are sometimes beneficial
3.The underlined word “authentic” in Paragraph 3 most probably means _______.
A. touching B. believable C. attractive D. clever
4.According to the passage, what is the first thing you should do when facing the customer complaints?
A. Showing sincere attitude.
B. Making an honest apology.
C. Making an absolute promise.
D. Listening to the complaint attentively.
1.C
2.D
3.B
4.D
【解析】
試題分析：文章是關于顧客投訴的。無論經營哪一行業，都需要處理顧客遇到的問題。消費者的投訴往往會反映出許多問題，因此，有效地處理投訴很重要。
1.主旨大意題。第一段最后一句提出主題后，下文接著分段介紹了五條處理顧客投訴的方法，由此判斷正確答案為C項。故選C。
2.推理判斷題。根據第一段第二句和最后一段可判斷作者認為顧客的投訴有時是有益的。故選D。
3.詞意猜測題。由該句后的“…not an empty exercise.”可判斷作者認為道歉要“可信”， 而非空洞。故選B。
4.細節理解題。由第二段可推斷作者認為處理顧客投訴的第一步就是要認真傾聽對方的投訴。故選D。
考點：商業類短文閱讀
科目：高中英語 來源：2013屆福建省福州市第三中學高三第二次月考英語試卷（帶解析） 題型：閱讀理解
As you grow rapidly through your teenage years, you will experience a lot lf changes．The changes may seem difficult and they may seem to happen quickly. Don’t panic! You will deal successfully with them! You are a young adult now!
With more responsibility, you will find more freedom to make your own choices. This is a time to be well informed about own choices. This is a time to be well informed about your choices so that you can make healthy balanced decisions that will help shape your future. You may already know your career path or you may have no idea at all what you want to do. Both situations are fine! Work hard and the right opportunity will present itself to you.
Young adulthood means greater freedom and more choices. You will probably want to be independent. But try not to shut your family out of your life. You should learn to think of others even though you are old enough to look after yourself. Your family have been with you since you came into this world.
It is also perfectly natural in this time for you to spend more time with your friends than your family. Choose your friends wisely. A true friend will stand by you no matter what happens.
This period is a part of the life cycle. There are some people who will be with you throughout life’s journey and there will be some people with whom you part and go separate ways. Leaving school can be hard. The reality is that you may not ever see all of your classmates again.
You are a young adult. It is your life. No one can live it for you. The choices that you make from now on will be your choices. So making the right choices will be important to you. Life is for living. Enjoy your life wisely!
【小題1】The best title for this passage would be ．
| A．The Choices in Life | B．The Key to Success |
| C．Say Goodbye to the Past | D．Becoming a Young Adult |
| A．your parents | B．your classmates | C．true friends | D．your relatives |
| A．a period of complete freedom |
| B．too hard for young people to get through |
| C．an important time for the young to make the right choices |
| D．a very important period for young students to leave their parents |
| A．Teenagers． | B．Teachers． | C．Young parents． | D．Adults． |
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科目：高中英語 來源：廣東省2010屆高三考前熱身測試試題英語 題型：閱讀理解
Ⅲ閱讀 (共兩節，滿分40分)
第一節閱讀理解 (共15小題；每小題2分，滿分30分)
閱讀下列短文，從每題所給的A、B、C和D項中，選出最佳選項，并在答題卡上將該項涂黑。
The old shopkeeper led me through to the back of the shop．The room was filled with boxes and
photographs of people dressed in old-fashioned clothes，holding packages in their hands．
“Who are these-people?”I asked．
“Satisfied customers，”answered young Mr. Hopkins．“We have a very wide choice of items for
sale．Whenever I serve a new customer, I always take their picture．”Mr. Hopkins pointed to an ancient
camera standing next to one wall．“Now, how can I serve you?”he added．
By this time，I had started to trust Mr. Hopkins and had begun to appreciate the lovely items on
sale. I needed to buy Christmas presents for my family and friends，and this seemed to be the perfect
place to purchase them．I spent a very pleasant hour being shown the commodities in Mr. Hopkins’shop．
No matter what I asked for, Mr. Hopkins found it for me．Finally, I bought an antique jewelry box，a pair
of riding boots，a leather-bound edition of the Complete Works of Mark Twain, and a sewing machine．
I was very excited that I had found such a good little shop．I promised Mr. Hopkins that l would
come back soon. “I will tell all my friends about your lovely place，”I told the shopkeeper．
“Please do not do that, sir" , said Mr. Hopkins．“This is a special place for special people．You must
keep this shop a secret．” Then he took my photograph and handed me the picture straight away．
“That was quick!”I exclaimed．I looked at the photograph．In the picture I looked proud and excited holding the presents I had bought in Mr. Hopkins’dusty shop．
On Christmas Day, my friends and relatives were delighted with the presents I had bought for them．
For weeks．my brother begged me to show him where to find this wonderful little shop．I finally agreed to take him to London to show him．
When we arrived in London，we walked along Oxford Street，past the department store and
Found nothing．The little shop was no longer there．In its place was an empty space being used as a car
park．I checked the area again。There was the music shop，and there was the department store．In between
should have been Hopkins and Son, but it wasn’t there．
As l was staring at the place where the shop should have been, a old policeman came along．“Are
you looking for something sir?”he asked．
I turned and said“I am looking for a little shop called Hopkins and Son．I thought it was here．”
“Oh yes，”said the policeman．“There was a shop here once called Hopkins and Son．It sold all
sorts of things，but it was knocked down over 30 years ago．”
I looked again at the place where the shop had been．Then I reached into my pocket and took out
the photograph that Mr. Hopkins had taken of me holding my presents in the little shop． “How strange”I exclaimed．
41．The photos in the back of the shop showed
A. the items that Mr. Hopkins had sold B．Mr. Hopkins’family members
C．Mr. Hopkins’former customers D．the antique paintings
42．How did the writer like the shop?
A．He found it a modem big shop．
B．He thought it a wonderful shop for all Christmas presents．
C．He thought it a good shop with an ancient camera．
D．He found it a dusty, old but friendly and lovely little shop．
43．Which of the following is true about the shop?
A．It was a well-known little shop in London。
B．It was a special shop selling special presents．
C．It was between a music shop and a department store．
D．It was knocked down a few weeks ago.
44．The word “the commodities’in the 4th paragraph means ．
A．the goods in the shop B. the writer’s works
C．Mr. Hopkins' photographs D．Some presents left by other customers
45．Which of the following is the best title of this passage?
A．Christmas Shopping B．Hopkins and His Son
C．The Strange Experience D．The Strange Little Shop
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科目：高中英語 來源：四川省成都七中2010屆高三考前沖刺考試英語試題 題型：閱讀理解
It’s three devices in one.
iPhone is more than just a phone.
It combines three devices in one:
a revolutionary mobile phone, a widescreen iPod,
and a breakthrough Internet device.
All that and more makes it the best phone you’ll ever use.
Revolutionary Phone
With the Multi-Touch interface on iPhone, you can make a call simply by tapping a name or number in your contacts or favorites list, your call log, or just about anywhere. Visual(視覺的) Voicemail lets you select and listen to messages in whatever order you want — just like email.
Widescreen iPod
iPhone shows off your content — music, movies, TV shows, and more — on a beautiful 3.5-inch display. Add to your collection by downloading music and video wirelessly from the iTunes Store. Moves through songs and playlists with the touch of a finger. Even browse(瀏覽)your album artwork using Cover Flow.
Breakthrough Internet Device
iPhone uses fast 3G and Wi-Fi wireless connections to deliver rich HTML email, Maps with GPS, and Safari — the most advanced web browser on a mobile device. It has Google and Yahoo! search built in. And since iPhone multitasks, you can make a phone call while emailing a photo or surfing the web over a Wi-Fi or 3G connection.
It opens a whole new world of applications.
iPhone comes with some amazing applications. And you can choose from thousands more on the Application Store and download them with a tap. Your iPhone gets even better with every new application. Play games. Be more productive. Keep yourself entertained. No matter what you want to do on iPhone, there’s an application for that.
It works like no other phone.
With iPhone, Apple combined innovative(創新的)hardware features with the world’s most advanced mobile operating system to redefine what a mobile phone can do. Applications work together perfectly and they are at the same pace with your computer—whether you’re on a Mac or a PC. From its revolutionary Multi-Touch display to its intelligent keyboard to its smart sensors, iPhone is years ahead of any other mobile phone.
1. How can you add your music, movies, TV shows to your collection on the phone?
A. By using Voicemail to select what you want to add.
B. By downloading them from the iTunes Store.
C. By adding a new application from thousands more on the Application Store.
D. By using Google and Yahoo! search to search and then add them.
2. Which of the following is true?
A. You can’t deliver HTML email, Maps with GPS, and call at the same time.
B. Multi-Touch interface makes it easy to make a phone call.
C. You can only listen to the messages in the fixed order.
D. Wi-Fi is the most advanced web browser on a mobile device.
3. What makes iphone different from other mobile phones is that______.
A. it has a world of new applications
B. it is a Widescreen iPod
C. it contains Breakthrough Internet Device
D. it redefines what a mobile phone can do
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科目：高中英語 來源：2013屆浙江省寧波市鄞州區高三5月適應性考試英語試卷（帶解析） 題型：閱讀理解
Surprises often come in boxes. Birthday presents wrapped in colorful paper, brown paper packages mailed from a friend. No matter what kind of box it is, people like to open it up and see what's inside. In America, and in many other countries, one special kind of box contains the future. It's called a ballot box. What people put into the box on election day can change the course of history.
Elections are the lifeblood of a democracy. The word democracy literally means "the people rule," an important concept in American history. In the mid-1700s, England began passing laws that made the American colonies angry. The colonists had to pay more and more taxes and enjoyed less and less freedom. They felt the government of England didn't represent their interests. On July 4, 1776, the colonies declared their independence from England. They wanted to establish a democracy where people could have a voice in government.
An effective democracy holds regular elections. In America, elections are held every two years for members of Congress. In these elections, all seats in the House of Representatives and one-third of the Senate seats are up for grabs. In addition, every four years, voters go to the polls to elect the nation's president and vice-president. Voters also regularly cast their ballots for state and city government leaders and local school board members. Sometimes they also have to vote on a proposed law.
In the American electoral system, people don't really vote for presidential candidates. Instead, voters cast their ballots for "electors" who support each candidate. Each state has as many electors as the total number of its representatives in Congress. This equals two senators per state plus the number of its representatives in the House (which is based on the state's population). The candidate who has the most votes in a state wins all of the state's electors. To win the presidential election, a candidate must gain at least 270 of the 538 total electoral votes.
Over the years, the U.S. has made a number of election reforms. Some early reforms outlawed cheating, giving bribes and threatening voters. They also limited the amount of money candidates could receive from donors and spend on their campaigns. In 1870, black people gained the right to vote, and in 1920, that right was extended to women. In recent decades, laws against unfair rules for voting have been passed. No longer do people have to pay a special tax or pass a test in order to vote. In 1971, the voting age was lowered to 18. Other reforms made voting easier for the blind, the disabled and people who couldn't read. In some areas, ballots had to be printed in languages besides English.
In November, Americans will again elect those who will represent them in government. Although some citizens aren't even registered to vote--and some registered voters don't bother to go to the polls--most Americans exercise their right to vote. They realize that their future is wrapped up in a special package--the ballot box. It's a package that must definitely be "handled with care."
【小題1】According to the context, what does a “ballot box” mean in Chinese?
| A．彩票箱 | B．投票箱 | C．禮品箱 | D．保險箱 |
| A．People couldn’t have a voice in a government. |
| B．In America, elections are held every four years for members of Congress. |
| C．Democracy is the lifeblood of elections. |
| D．Basically “ the people rule”, and it’s very important in American history. |
| A．Romney will win 20 votes in California. |
| B．Obama will win 20 votes in California. |
| C．Romney will win 37 votes in California. |
| D．Obama will win 37 votes in California. |
| A．People have to pay a special tax to vote. |
| B．There are bribes and threatening in elections now. |
| C．People above eighteen years old can vote now. |
| D．The disabled or the blind have tough access to voting. |
| A．Birthday boxes in the U.S. | B．Election systems in the U.S. |
| C．Election reforms in the U.S. | D．Democracy in the U.S. |
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科目：高中英語 來源：2011-2012學年福建省三明一中高二下學期第一次月考英語試卷（帶解析） 題型：閱讀理解
One morning more than thirty years ago, I entered the Track Kitchen, a restaurant where everyone from the humblest(卑微的) to the most powerful came for breakfast. I noticed an empty chair next to an elderly, unshaven man, who looked somewhat disheveled. He was wearing a worn-out hat and was alone. I asked if I might join him. He agreed quietly and I sat down to have my breakfast.
We cautiously began a conversation and spoke about a wide rang of things. We never introduced ourselves. I was concerned that he might have no money and not be able to afford something to eat. So as I rose to go back to the counter and buy a second cup of coffee, I asked,
“My I get you something?”
“A coffee would be nice.”
Then I bought him a cup of coffee, we talked more, and he accepted another cup of coffee. Finally, I rose to leave, wished him well, and headed for the exit. At the door I met one of my friends. He asked,
“How did you get to know Mr. Galbreath?”
“Who?”
“The man you were sitting with. He is chairman of the Board of Churchill Downs.”
I could hardly believe it. I was buying, offering a free breakfast, and feeling pity for one of the world’s richest and most powerful men!
My few minutes with Mr. Galbreath changed my life. Now I try to treat everyone with respect, no matter who I think they are, and no matter another human being with kindness and sincerity.
【小題1】What does the underlined word “disheveled” mean?
| A．Unfriendly. | B．Kind. | C．Elegant. | D．Untidy. |
| A．he wanted to start a conversation |
| B．he thought the old man was poor |
| C．he intended to show his politeness |
| D．he would like to thank the old man |
| A．Surprised. | B．Pitiful. | C．Proud. | D．Regretful. |
| A．We should learn to be generous. |
| B．It is honorable to help those in need. |
| C．We should avoid judging people by their appearances. |
| D．People in high positions are not like what we expect. |
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