Read the following article and select the best answer. Article: 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. Question: What does the passage mainly talk about? - Importance of dealing with customer complaints. - Effects of customer complaints on business. - Tips for handling complaints from customers. - Several factors resulting in customer complaints.
Tips for handling complaints from customers.
------
Read the following article and select the best answer. Article: When Lucy and Maria Aylmer tell people they are twins, disbelief is the response. The 18-year-olds from Gloucester, U.K. are two of the five children born to their Caucasian father and "half-Jamaican" mother. While their other siblings (brothers and sisters) have a blend of features from their parents who have different skin colours, Lucy and Maria are unique: Lucy has fair skin and red hair, while Maria has brown skin and dark hair. "No one ever believes we are twins because I am white and Maria is black," Lucy said. "Even when we dress alike, we still don't look like sisters, let alone twins. When we meet friends for the first time they all refuse to believe we are twins and some have even made us produce our birth certificates to prove that we are really twins." Unlike identical twins, fraternal twins are bom from two separate eggs. The BBC reports that for a biracial couple expecting twins, there is about a 1 in 500 chance those twins will have different skin colors. The Aylmers are proud of their uniqueness. "Now we have grown older, even though we still look so different, the bond between us is much stronger," Lucy said. "Now we are proud of the fact that we are each other's twin sister. Maria loves telling people at college that she has a white twin sister -- and I'm very proud of having a black twin sister, too." Question: Lucy and Maria are unique because _ . - they are fraternal twins - their siblings are all black - they are hybrids of multi-racial parents - they are twins with different skin colours
they are twins with different skin colours
------
Read the following article and select the best answer. Article: Everyone has an ambition to travel. But those who cannot do so themselves might find it interesting to work in a travel agency, arranging journeys for other people. Brian Lawtey does this, working in a small travel agency in an industrial city. Most of his work is concerned with holiday, both at home and abroad. Every autumn, the agency sends out hundreds of booklets full of attractive, color1ed photographs, describing the holidays that their customers will be able to have the next year. Soon, people begin to come into the office to book their holidays: perhaps a week's skiing in prefix = st1 /Austriain January, perhaps a cruise to the Caribbean in February, perhaps a seaside holiday inSpainin May, or a tour of Africa. Brian often has to advise people on what holidays will be suitable for them, and they always have a lot of questions. Last year, for example, a lady of eighty-two wanted to book for a mountaineering holiday in the Alps, and Brian had great difficulty in persuading her that it would not be suitable. In the end, she decided to go for a Mediterranean cruise instead. Arranging journeys for people who have to travel abroad on business is often very complicated, but Brian enjoys this work. For example, last spring Mr. Perry,a director of chemical firm, went on a business trip, and Brian arranged it all for him. First, Mr. Perry traveled to Londonby trainband stayed overnight in a hotel near the airport, because his plane left early the next morning. He flew to Frankfurt inGermany, where he spent the morning discussing business. Then he went on by train toZurich, where he stayed the night. After a meeting the next morning, he caught a plane for Tokyo, and spent three days there before going toAmerica. He had business in Seattle, Chicago andNew York, and stayed some time in each of those places. From New York, he flew back toLondon,and then got home by train. The next day he telephoned the agency to thank Brian for arranging everything so well for him. Question: Who would like to work in a travel agency? - People who live in an industrial city. - People who would like to travel but cannot. - Ambitious people. - People who go on holidays abroad.
People who would like to travel but cannot.
------