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 _ 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 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. 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
D
(Question)
Pet owners are being encouraged to take their animals to work , a move scientists say can be good for productivity , workplace morale , and the well-being of animals . A study found that 25% of Australian women would like to keep an office pet . Sue Chaseling of Petcare Information Service said the practice of keeping office pets was good both for the people and the pets . "On the pets' side , they are not left on their own and won't feel lonely and unhappy," she said . A study of major US companies showed that 73% found office pets beneficial , while 27% experienced a drop in absenteeism . Xarni Riggs has two cats walking around her Global Hair Salon in Paddington . "My customers love them. They are their favorites ," she said . "They are not troublesome . They know when to go and have a sleep in the sun ." Little black BJ has spent nearly all his two years "working" at Punch Gallery in Balmain . Owner Iain Powell said he had had cats at the gallery for 15 years . "BJ often lies in the shop window and people walking past tap on the glass ," he said . Ms Chaseling said cats were popular in service industries because they enabled a point of conversation . But she said owners had to make sure both their co-workers and the cats were comfortable . We know from the text that "BJ" A) works in the Global Hair Salon B) often greets the passers-by C) likes to sleep in the sun D) is a two-year-old cat
(Answer)
D
Ques: In a 2013 study, it was reported that almost 66 percent of recent high school graduates went to college, a 4 percent decline since 2009, when college enrollment reached an all-time high. So, what are the other 35 percent of high school graduates doing after they walk out of their school for the last time? Here are what some Robinson High students have planned. For Robbie Claiborne, graduation means the start of a military career.He plans to join the Coast Guard after graduation."I was born around the ocean.I love the water.I want to fight for my country and for what I love," said Claiborne. Others just want a break from school."I really want to take _ ," Liliam Clavijo said."I'd really love to work in Spain for a year before going to college." Most students, however, are rather excited.Eban Trunk, a junior, has been planning his future career since middle school."I really want to be a mailman.It just seems like a cool job.Everyone loves the mailman," Trunk said."One day the idea just came to me, and I knew that was what I wanted to do." For many students, a high school diploma means more choices."I'm not really sure what I'll do after high school," senior Joshua Loring said."I might do technical school.I'm in auto shop classes right now." Meanwhile, Cassidy Grunderson plans on working at Busch Gardens full time."I just want to live on my own, get a job and move out," Grunderson said. Stephen Hambleton, who teaches auto tech classes at Robinson, says many of his students choose to enter the automobile industry after graduation."It's an instant job, and after taking years of auto shop in high school, it's easy to get hired," he said.Several seniors in his class, including Loring, plan to enter the industry upon graduation. "College isn't for everyone, and I really respect people who decide to do their own thing," said Coleman Parks, a senior student."I think too many people feel that they're only as valuable as their degree." Graduates are proving that college isn't the only option when high school ends. What might be the best title for the story? A) Fewer Senior High Graduates Go to College B) Cool Jobs for Senior High Graduates C) Gap Year or College? D) Confused Senior High Graduates
Ans: A
Ques:The Ivy League is an athletic conference comprising eight private institutions of higher education in the Northeastern United States. The term is most commonly used to refer to those eight schools considered as a group. The term is also connected with academic excellence, selectivity in admissions, and social elitism . The term became official, especially in sports terminology, after the formation of the NCAA Division I athletic conference in 1954, when much of the nation polarized around favorite college teams. "IV" was used because originally the league consisted only of four members. The use of the phrase is no longer limited to athletics, and now represents an educational philosophy inherent to ( ,)the nation's oldest schools. In addition, Ivy League schools are often viewed by the public as some of the most prestigious universities worldwide and are often ranked amongst the best universities in the United States and worldwide. The eight institutions are Brown University, Columbia University, Cornell University, Dartmouth College, Harvard University, Princeton University, the University of Pennsylvania, and Yale University. All of the Ivy League's institutions place near the top in theU.S. News & World Reportcollege and university rankings and rank within the top one percent of the world's academic institutions in terms of financial endowment . Seven of the eight schools were founded during America's colonial period; the exception is Cornell, which was founded in 1865. Ivy League institutions, therefore, account for seven of the nine Colonial Colleges chartered before the American Revolution. The Ivies are all in the Northeast geographic region of the United States. All eight schools receive millions of dollars in research grants and other subsidies from federal and state government. Undergraduate enrollments among the Ivy League schools range from about 4,000 to 14,000, making them larger than those of a typical private liberal arts college and smaller than a typical public state university. Ivy League... Which of the following can be the best title of the passage? A) The ABC of "The Ivy League" B) Best Universities in the USA C) The Financial Income of American Universities D) How to Apply to an Ivy League University

Ans:
A