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(zèng)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.
小題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.
小題2:The author thinks that customer complaints _____________.
A．a(chǎn)re easy to deal withB．a(chǎn)re really quite annoying
C．can actually be avoidedD．a(chǎn)re sometimes beneficial
小題3:The underlined word “authentic” in Paragraph 3 most probably means _______.
A．touchingB．believableC．a(chǎn)ttractiveD．clever
小題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.

小題1:C
小題2:D
小題3:B
小題4:D

試題分析：文章是關(guān)于顧客投訴的。無(wú)論經(jīng)營(yíng)哪一行業(yè)，都需要處理顧客遇到的問(wèn)題。消費(fèi)者的投訴往往會(huì)反映出許多問(wèn)題，因此，有效地處理投訴很重要。
小題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(xiàng)。故選C。
小題2:推理判斷題。根據(jù)第一段第二句和最后一段可判斷作者認(rèn)為顧客的投訴有時(shí)是有益的。故選D。
小題3:詞意猜測(cè)題。由該句后的“…not an empty exercise.”可判斷作者認(rèn)為道歉要“可信”， 而非空洞。故選B。
小題4:細(xì)節(jié)理解題。由第二段可推斷作者認(rèn)為處理顧客投訴的第一步就是要認(rèn)真傾聽(tīng)對(duì)方的投訴。故選D。
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

Who do you think breaks the law in our society? If you believe that only tough guys commit crimes, you may have to think again. Unlike in the movies, we can’t divide the world into bad guys and model citizens. Real life is much more complex. In the same way that diseases range from the common cold to fatal forms of cancer, crimes vary in degree. For example, smoking in an elevator will inconvenience people, but much less than threatening them with a gun.
In addition to breaking the law themselves, people tolerate various levels of crime. Why can we tolerate some crimes? It may be that, by seeing others do something, we accept it more easily. For instance, most people will find it easier to speed on a highway when everybody else is driving over the speed limit. When people celebrate a sports championship, if they see someone breaking store windows, they might start breaking windows themselves or even steal from the store. So the people around us influence how much law-breaking we can tolerate.
We must also wonder whether seeing violence on television or reading about it in the newspapers every day makes us tolerate crime more than we should. We become used to seeing blood on the news on television, or in full color in newspapers and magazines. Because we see thousands of dead people on TV, maybe we just try to ignore the situation behind the violence.
If so many citizens tolerate violence and crime, or even commit crimes themselves, it may simply be because of the human mind. Our minds may not care about specific laws. Instead, our minds may have a system of values that usually prevents us from hurting other people to improve our own lives. Yet, when it comes to respecting the rights of a mass of anonymous (不知名的) individuals, we might not be so responsible. While most people would not steal a wallet containing $50, they may not mind cheating on taxes, because cheating on taxes does not hurt any one person. It hurts society, but “society” remains an abstract idea that is not as real as a neighbor or a friend’s friend.
When we realize that so many people have misunderstandings of law-breaking, it is not surprising that so many people tolerate crimes, or even break laws, including me. But how could we improve the level of honesty in our society? Would strict laws help make our society better? Probably not. Honesty will have to come from social pressure: in the family, at school, on the job, each and every one of us can encourage honesty by showing which behavior is unacceptable. And teaching respect should become everyone’s responsibility.
小題1:According to the author, “Real life is much more complex.” probably means       .
A．there is a wide range of people and crimes in the real life
B．smoking in an elevator goes against laws in the real life
C．there are much more crimes than diseases in the real life
D．some model citizens sometimes break laws in the real life
小題2:What does the author think of the people who cheat on taxes?
A．They take no notice of the human mind.
B．They break the laws unaccepted in their minds.
C．They aren’t concerned about some particular laws.
D．They hurt other people to improve their own lives.
小題3:People tolerate violence and crime because       .
A．their behavior is the same as that of most other people
B．they pay no attention to the truth behind the crimes
C．most unlawful acts are not harmful to the individual
D．they hold mistaken beliefs about law-breaking
小題4:What is the author’s purpose in writing this passage?
A．To discuss whether laws are strict enough.
B．To remind people to behave with honesty.
C．To show people the importance of education.
D．To explain why many people have criminal records.

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解



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But Aaron, a Japanese website developer has had enough of it. Once, the 31-year-old man approached the open window to wait for the driver to finish honking, delivered a polite "excuse me" and then yelled " Ho-o-o-o-onk!", which suggests fierce anger in Japan. Then he threw three eggs from the window of his apartment on to a passing car honking loudly below when his patience was worn out. Instead of apologizing to him, the driver threatened to kill him angrily. So, nobly, Aaron turned to non-violence. He started writing anti-honking haiku verses, a form of Japanese poetry, and submitted them to local newspapers:
Oh .forget Enron;
The problem around here is;
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Patience slowly fades;
Residents store up their eggs;
That day is coming soon.
It’s no surprise that Aaron has started a website — www. honku. org — and now people from across the country send him news of their own anti - honking activities. It seems that poetry can change the world after all. Then, just recently, anti-anti- honking haiku started to appear, taped up by locals who thought Aaron should stop worrying about honking and start wor­rying about starving children, say, or war in the  Middle East instead. Aaron has an answer for that. "Stop me if this is too tenuous(不靠譜的) ," he says," but they talk about the violence in the Middle East like it' s a force of nature, like it' s beyond our control. But actually it's kind of like the honking - the violence is man -made. If we can figure out how to stop honking on the streets, I think we could learn some things that we could use on a large scale. "
小題1:The first paragraph of the passage is intended to tell us that_______.
A．New Yorkers have formed a habit of honking while driving
B．most New Yorkers enjoy sleeping late in the morning
C．honking noise has influenced people's life in New York
D．New Yorkers enjoy listening to the honking of horns
小題2:What is Aaron’s final response to the frequent honking of horns?
A．Pretended to ignore it.
B．Screamed at the driver.
C．Acted in a peaceful way.
D．Complained to the government.
小題3:According to the passage, most New Yorkers think Aaron's response is ___.
A．pointless
B．a(chǎn)bnormal
C．sensitive
D．a(chǎn)cceptable
小題4:Faced with the criticism of his anti-honking campaign, Aaron notes that___.
A．fierce violence in the Middle East is more of an issue worthy of concern
B．finding the solution to anti - honking is as meaningful as that to starvation
C．big issues are beyond our control while small ones are under our control
D．if not handled properly, honking may cause serious problems like starvation

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

Buying books on the internet is a great way to save time and money. Online bookstores offer new books and used books that can save you lots of money. They are far better compared to traditional bookstores as they offer much broader kinds of books. Another advantage of shopping online is that you can also read the book reviews as well as readers’ reviews to get an idea whether the book is worth buying. Online bookstores offer great discounts(折扣) to regular customers which is a big attraction for book lovers.
For book lovers, the most important thing is to get books on time. Therefore, you need to find a reliable(可靠的) online bookstore that will be able to provide fast deliveries(送貨).
Here are some tips to use when choosing an online bookstore. Some online bookstores are popular for fiction books; some are for non-fiction books or novels, etc. Understanding their specialization will help you get the right kind of books in time. Check whether you will be buying the books from a third-party seller or directly from the website. Although the website could be reputable(聲譽(yù)好的)，third-party sellers advertised on their site may not have a good reputation. Never jump at stores that offer super cheap prices, as books sold at such low prices could be in very bad condition.
Most of the popular online bookstores offer useful tools. One tool is a wish list tool on its website. You can update(更新) the list of books you wish to buy in the future. The bookstore will know what you want and will e-mail you immediately when the book of your choice is available.
小題1: Why do you think online bookstores are much better than traditional ones?
A．Because online bookstores offer readers the latest books.
B．Because online bookstores offer readers more kinds of books to choose from.
C．Because online bookstores offer readers the lowest prices.
D．Because online bookstores offer readers more about their favorite authors.
小題2: How can a reader buy a worthy book when shopping online?
A．By comparing service.
B．By asking for discounts.
C．By reading online reviews
D．By asking booksellers for advice.
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C．The prices of books.D．The condition of books.
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A．learn about the number of the books
B．get to know more reliable booksellers
C．pay for their books more quickly
D．buy their favorite books in time
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A．How to choose a reliable online bookstore.
B．How to avoid buying bad condition books online.
C．How to understand the specialization of an online bookstore.
D．How to advertise on the website to get a good reputation.

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The study, which was administered by PBS under a grant from the Department of Education, first tested the vocabulary level of a group of 90 Title 1 school children, aged 3 to 7. Then, the children were each given two weeks with an iPod Touch loaded with the Martha Speaks Dog Party app created by PBS Kids.
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The study findings are particularly useful as smart phones and mobile devices have become increasingly popular among families and parents are faced with a proliferation of mobile apps designed for kids. According to a recent Nielsen study, smart phone usage is 12% higher in households with children than other households.
“Mobile apps can be a great learning tool in the hands of children,” said Lesli Rotenberg, SVP, Children’s Media, PBS. “This research is important in helping to better understand and guide the development of new apps that improve the value of children’s screen time with significant educational outcomes.”
So what does it all mean? Well, at the very least it will help parents get over that guilty feeling when they hand over their iPhone or iPod Touch for a little peace and quiet. At best, it provides more evidence that mobile devices and apps do indeed have educational value and could be an important part of the child-learning process for many years to come.
小題1:What Lesli Rotenberg said in the fifth paragraph suggests that      .
A．he has a positive attitude towards mobile apps
B．he thinks children should never use smart phones
C．he is doubtful about mobile apps designed for children
D．he thinks parents should be careful with mobile apps for children
小題2:The underlined sentence in the last paragraph implies that      .
A．parents will feel more comfortable giving kids iPhone or iPod Touch
B．parents will know what kind of mobile phones are suitable for kids
C．parents will know what children do with mobile phones
D．parents can watch over their children now and then
小題3:What would be the best title of the text?
A．The popularity of smart phones among kids
B．The entertaining function of smart phones
C．Smart phones make kids learn more.
D．It’s too early for kids to use smart phones

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

If your boss asks you to work in Moscow this year, he’d better offer you more money to do so — or even double that depending on where you live now. That’s because Moscow has just been found to be the world’s most expensive city for the second year in a row by Mercer Human Resources Consulting.
Using the cost of living in New York as a base, Mercer determined Moscow is 34.4 percent more expensive including the cost of housing, transportation, food, clothing, household goods and entertainment(娛樂(lè)).
A two-bedroom flat in Moscow now costs $4,000 a month; a CD $24.83, and an international newspaper $6.30, according to Mercer. By comparison, a fast food meal with a hamburger (漢堡包) is a steal at $4.80.
London takes the No.2 place, up from No.5 a year ago, thanks to higher cost of housing and a stronger British pound relative to the dollar. Mercer estimates (估算) London is 26 percent more expensive than New York these days. Following London closely are Seoul and Tokyo, both of which are 22 percent more expensive than New York, while No.5 Hong Kong is 19 percent more costly.
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Toronto, meanwhile, is Canada’s most expensive city but fell 35 places to take 82nd place worldwide. In Australia, Sydney is the priciest place to live in and No. 21 worldwide.
小題1: What do the underlined words “a steal” in Paragraph 3 mean?
A．a(chǎn)n act of stealingB．something very cheap
C．something deliciousD．a(chǎn)n act of buying
小題2:London has become the second most expensive city because of ______.
A．the high cost of clothing
B．its expensive transportation
C．the stronger pound against the dollar
D．the high prices of fast food meals
小題3: Which city is the third most expensive on the list?
A．Sydney.B．Hong Kong.C．Moscow.D．Tokyo.
小題4:Which city has dropped most on the list in North America?
A．Toronto.B．Los Angeles.C．San Francisco.D．New York.

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

People have been listening to music to get in the mood for hundreds of years. Recently, there is scientific research to back up what we have always known about music. The studies have shown that when people are excited or happy they are more helpful. The opposite happens when people feel aggressive(好斗的) or under stress. The use of music can influence how helpful people can be.
Dr Adrian North made a study with 256 university students. Half the group took exercise in the gymnasium listening to music which can bring happiness and the other half exercised to aggressive music. When leaving the gym, the students were asked to hand out flyers (傳單) in support of the local disabled athlete’s foundation.
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While a study also shows that productivity (生產(chǎn)效率) can increase with the right choice of background music in the workplace. As music stimulates (刺激) workers’ minds, job satisfaction is often positively influenced. Other studies have shown that workers who are in a good mood report more job satisfaction than those in a bad mood.
These studies show that music can have a powerful influence on a person’s ability to cooperate. Moods have a direct influence on cooperation and job satisfaction, etc. These factors also have a direct relationship to the success of a business.
小題1:The underlined words “back up” in the paragraph can be replaced by _____.
A．supportB．leaveC．refuseD．compare
小題2:In the studies mentioned in the passage, music is used to _____.
A．express people’s ideasB．change people’s moods
C．improve people’s healthD．show people’s love of arts
小題3:According to the passage, people who are in a good mood _____.
A．can understand the musicB．have a good taste in music
C．might do well in their workD．a(chǎn)re influenced by others
小題4:The passage is mainly about _______.
A．effort and successB．music and science
C．work and lifeD．music and mood

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：完形填空

Tears slid down Ken's cheeks. Their newbom baby        was removed from life supprt, taken back to her and her  , Charlie. who held their baby. Austin was bom at 12:17 p.m. three months  than he should have been. The length of a school ruler. he weighed one pound. nine ounces. Doctors tried   that technology and medicine could offer at the     baby, but Austin did not respond well. Austin's lung tissue (組織) had probably   　 developing four weeks before. even still    . his mother, because of an accident Zero chance of    . It was time to let him go, and let him leave in his mother's arms － at peace and in no pain.
In the next few hours, Charlie's parents, and Ken's mother came to meet and say    Austin. Charlie and Keri       their eyes on the baby as he snuggled(依偎) into Keri's chest. The end, they believed. was coming 　 . Nurse Melissa walked in every so often to check Austin's        . If it was time for him t0      . his heart rate would begin to slow. After four hours,    , Austin was still breathing. His heart thumped(跳動(dòng)) at a healthy 120 beats per       . He moved his head and wrapped his fingers and toes around the fingers of his         . Four hours became five, then six. Austin and his parents remained still     . Word about this baby had spread out. Everyone was talking about him. As the minutes and hours ticked away, Austin was going strong The tests showed a(n)      level of carbon dioxide in his blood. which meant he was       enough oxygen into his body. The clock passed midnight. Austin had       the next day. Miracle. a life miracle!
小題1:
A．MelissaB．CharlieC．AustinD．Keri
小題2:
A．husbandB．nurseC．doctorD．wife
小題3:
A．soonerB．fasterC．laterD．earlier
小題4:
A．somethingB．a(chǎn)nythingC．everythingD．nothing
小題5:
A．youngB．tinyC．bigD．sick
小題6:
A．startedB．stoppedC．delayedD．continued
小題7:
A．insideB．outsideC．besideD．with
小題8:
A．a(chǎn)rrivalB．a(chǎn)pprovalC．deathD．survival
小題9:
A．hello toB．sorry toC．goodbye toD．yes to
小題10:
A．putB．focusedC．tookD．had
小題11:
A．steadilyB．fastC．slowlyD．soon
小題12:
A．heartbeatB．mouthC．blood D．temperature
小題13:
A．washB．liveC．dieD．eat
小題14:
A．howeverB．thereforeC．meanwhileD．otherwise
小題15:
A．secondB．minuteC．hourD．day
小題16:
A．friendsB．sistersC．relativesD．parents
小題17:
A．cryingB．waitingC．sittingD．sleeping
小題18:
A．unsatisfiedB．unacceptableC．normalD．excellent
小題19:
A．losingB．gettingC．makingD．pouring
小題20:
A．lived intoB．waked upC．waited forD．suffered from

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：完形填空

A man who knows how to write a personal letter has a very powerful tool. A letter can be enjoyed, read and   36 . It can set up a warm conversation between two people far apart (遠(yuǎn)離的);it can keep a   37  with very little effort.
I will give   38 .A few years ago my older brother and l were not getting   39 .We had been close as    40   but had grown apart. Our meetings were not   41 ; our conversation was filled with arguments and quarrels: and every effort to clear the air seemed to only   42  our misunderstanding. Then he   43  a small island in the Caribbean and we   44  touch. One day he wrote me a letter. He described his island and its people, told me what he was doing, said how he felt, and encouraged me to   45 . Rereading the letter, I was   46  by its humor（幽默）and clever expressions. These were all qualities for which I had   47  respected my older brother but   48  he no longer had them. I had never known he could write so  49  . And with that one letter we became friends   50 .
It might never have occurred to   51  to write me if he had not been in a place where there were no   52 . For him, writing was a necessity. It also turned out to be the best way for us to get back in touch. Because we live in an age of  53  communication（通訊）, people often   54  that they don’t always have to phone or email. They have a  55  . And that is to write.
小題1:
A．receivedB．rewrittenC．returnedD．reread
小題2:
A．recordB．promiseC．friendshipD．secret
小題3:
A．a(chǎn)n exampleB．a(chǎn) lessonC．a(chǎn)n experienceD．a(chǎn) talk
小題4:
A．throughB．togetherC．a(chǎn)longD．a(chǎn)way
小題5:
A．brothersB．childrenC．fellowsD．classmates
小題6:
A．normalB．necessaryC．pleasantD．possible
小題7:
A．deepenB．startC．expressD．settle
小題8:
A．touredB．stopped C．reachedD．moved to
小題9:
A．lostB．kept inC．neededD．got in
小題10:
A．thinkB．writeC．enjoyD．read
小題11:
A．drivenB．beatenC．surprisedD．honored
小題12:
A．neverB．seldomC．sometimesD．once
小題13:
A．realized B．judgedC．thoughtD．expected
小題14:
A．wellB．oftenC．muchD．soon
小題15:
A．laterB．a(chǎn)nyhow C．tooD．a(chǎn)gain
小題16:
A．us B．a(chǎn)nyoneC．someoneD．my brother
小題17:
A．mail servicesB．transport servicesC．phonesD．relative
小題18:
A．poor B．easy C．popularD．busy
小題19:
A．believeB．decideC．a(chǎn)rgueD．forget
小題20:
A． habitB．choiceC．methodD．plan

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