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? Yes or no, is the answer "Tips for handling complaints from customers."?
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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 _ . Yes or no, is the answer "they are twins with different skin colours"?
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Article: When a person travels over long distances, the place may not be the only change. When his or her body rhythms get thrown off, he or she suffers from jet lag -- it's hard to sleep and eat at the right times in the new location. Humans and animals have a biological clock in their body that tells them when to sleep, and when to wake. When someone comes to a different place far away, this biological clock takes a while to match the day and night time of the new place. In a new study, reported in November's Science News, researchers at the University of California, Berkeley tested the effects of jet lag on hamsters . They wanted to know how serious jet lag would affect the brain and thinking habits of the animals. They think what happens to hamsters may happen to humans, too. In their experiments, the researchers first moved the hamsters' schedules forward by six hours. The animals' eating schedules, for example, were changed. If a hamster was often fed at noon and 4 pm, then it ate at 6 pm and 10 pm on the new schedule. People who travel from China to Europe experience the same shift, since the two regions are about six hours apart, half the shift between China and the USA. After three days, the scientists did it again - they shifted the hamsters' schedules forward by another six hours. Three days after that, they did it again; and then again three days later. For a full month, the scientists changed the hamsters' routines every three days. During the study, the hamsters slept the same amount every day as they did before the study. However, their sleep patterns had a hard time keeping up with the changing schedule. What's more, they seemed to feel low. The researchers also found that the hamsters had trouble with basic learning exercises during the study. The animals' thinking problems didn't go away when the experiment was over. A month after they went back living on a normal schedule, the hamsters still had trouble with basic mental tasks, such as learning and memory. The scientists concluded that serious... Question: We learn from the text that jet lag happens when someone _ . Yes or no, is the answer "flies to a distant place"?
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Article: You are what you eat and fats are a main food for Asia's fast-food generation. Dr.Chwang, director of the Department of Food Nutrition, says children are consuming more meat and soft drinks. That is a thorough departure from the traditional diet of vegetables and rice and little meat." They like big pieces of fried meat with a soft drink. So although they may eat the same volume of food, their calorie intake has increased. Now that 40 to 45 percent of their calories come from fat," says Chwang. Although on the whole Asians tend to thinness, culture--namely Asians' hospitality--is a reason for the fatness of today's generation, according to Chwang. "Asian people love food," she says." Eating and drinking are important social and family functions." In the past, however, big meals were only hosted on special occasions, as people were more careful with money. In today's climate of wealth and remarkable consumption,10-course meals are no longer reserved for significant occasions. "In the past, people had four or more children--now, they have one or two, so they tend to spoil them," says Chwang. "The earliest way is to give them quality food. Parents think feeding them well is showing their love. They feel bad when their children look thin." When describing the physical condition of most overweight Asian children, Chwang says: "there is a clear relation between fatness and indoor play. Children get fat because they don't move, and eventually, they don't want to move because they are fat." Thanks to technology, a growing army of children prefer video games to old outdoor sports. "What do children do when watching TV or sitting in front of the computer playing video games? They eat chocolate and drink Coke," says Chwang. Question: The purpose of this article is to _ . Yes or no, is the answer "explain why many Asian children are overweight nowadays"?
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