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. 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.
D
Do you have a dream, something you always see yourself doing? Perhaps you see yourself as a lawyer, businessman, or even a scientist. Whatever it is, don't let it die. A dream is a wonderful thing. It can give your hope for your future and encourage you to try when all odds are against you. However, there are dream killers that want to kill your dream. People who don't want to see your dream fulfilled can destroy your dream. They may tell you that it is impossible for you, that you are not smart enough or that it's never been done before. However, many times the biggest dream killer is you. Don't let fear, doubt or lack of finances prevent you from fulfilling your dream. Talk back to these killers, " I can and will fulfill my dream." You may have to do this every day. The more you instill within your heart that you can do it, the more safely your dream will be held within you. It is very important to take steps towards fulfilling your dream. For me, in order to fulfill my dream of one-day owning my own magazine, I needed to go back to school and finish my college degree. For you, it may be something different you know deep inside what the voice of your dream calls for. Don't be afraid and just do it. Try not to let too much time go by. Time is another one of those dream killers. Think about the words of a song by Yolanda Adams, " Keep the dream alive, don't let it die, if something deep inside keeps inspiring you to try, don't stop. And never give up, don't ever give up on you. Sometimes, life can place a stumbling block in you way. But you gotta to keep the faith. When you dream, dream big and never give up. Your dream is just yours. Never let anyone tell you that your dream can't happen--- it can! Nurture your dream. Keep seeing yourself do what's never been done before. As you continue to feed your dream and protect it, not only will you keep it alive, but it will come true. The words of Yolanda Adams' song are cited in the text _ . A) to support his main point B) to make his writing interesting C) to show they share the same view D) to mean Yolanda Adams is popular
A
Q: In the United States, a person has to be sixteen to drive, seventeen to see certain movies, and eighteen to vote. People can get great discounts on all sorts of things provided they're over sixtyfive. Everywhere we look there are age limits that define what people can and can't do. But creativity has no boundaries, no limitations. Anyone can invent. Sitting in the car and waiting for her mom to return from shopping, Becky decided she might as well try to finish her math homework. But it was growing dark and getting hard to see the paper. "I didn't have a flashlight, and I didn't want to open the car door because then the whole car would light up." recalled Becky. "So I thought it would be good to have my paper light up somehow, and that's when the idea came to me." It isn't every day that a tenyearold invents a product eagerly sought by several businesses, but that's exactly what Becky Schroeder did when she created a tool that enabled people to write in the dark. Her invention ---- the Glosheet. That night Becky went home trying to imagine different ways of making her paper glow in the dark. She remembered all sorts of glowinthedark toys like balls and Frisbees and wondered how they were made. She was determined to find a solution. So the very next day, Beck's dad took her on an outing to the hardware store. They returned with a pail of phosphorescent paint. She took the paint and stacks of paper into the darkest room in the house. There, she experimented. "I'd turn on the light, turn it off, turn it on," said Becky. "My parents remember me running out of the room, saying "It works, it works! I'm writhing in the dark!" She used an acrylic board and coated it with a specific amount of phosphorescent paint. She took a complicated idea and made it work rather simply. When the coated clipboard is exposed to light, it glows. The glowing board then lights up the paper that has been placed on top. Two years after her initial inspiration, in 1974, Becky became the youngest female ever to receive a U.S.... What caused Becky to invent Glosheet? A) She was having trouble with math problems. B) She was trying to do homework when it got dark. C) She was trying to earn money. D) She was working on a school project.
A: B