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: The author thinks that customer complaints _ . - are easy to deal with - are really quite annoying - can actually be avoided - are sometimes beneficial
are sometimes beneficial

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Read the following article and select the best answer. Article: October 21 was a very dark day in Texas.Not only did Hurricane Hanna destroy homes,it caused the largest business damage in Texas's history.The worst thing is Hanna's destructive force nearly wiped out most power poles and power lines.According to Center Point Energy,Hurricane Hanna affected 2.15 million customers.Currently, more than 4,000 of them are still in the dark.Crews have worked 16-hour shifts to restore power to residents. Most of Houston seems to be returning to normal.Schools,restaurants,retail stores and gas stations are open.Smiles are back.But harder-hit places,including Galveston,will take much longer to recover. Hundreds of people are still missing,and coastal towns are a mess.Some ruins from storm have drifted south to other beaches in Texas.Several public schools in Galveston are closed due to water damage.Parents are registering kids in other area schools which are scheduled to begin class on November 13.Many school supplies were destroyed. Clara Barton Village is an emergency shelter located at Alamo Elementary School in Galveston,Texas.This is where Paula Reed and her family are staying.Believe it or not,Paula Reed and her family consider this hurricane a blessing.When Paula was a girl,she was an orphan,but was taken in by her stepmom,Antonia Flores.Reed lost contact with Flores and had been trying desperately to locate her for the past few years.Before the hurricane,Reed and her family moved away from Galveston to a San Antonio shelter.There,she reunited with Flores after 30 long years! The moment they saw each other, their lives were changed. Question: Paula Reed and her family consider the hurricane a blessing because _ - they had nothing lost after Hurricane Hanna - they lived a happier life in San Antonio shelter - Paula was taken good care of in the shelter - Paula reunited with her stepmother after three decades
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Paula reunited with her stepmother after three decades

Read the following article and select the best answer. Article: Several weeks ago, a mysterious Christmas card dropped through our mailbox. The envelope was addressed to a man named Raoul, who, I was ly certain, did not live with us. The envelope wasn't sealed, so I opened it. The inside of the card was blank. Ed, my husband, explained that the card was both from and to the newspaper deliveryman. His name was apparently Raoul, and Raoul wanted a holiday tip. We were meant to put a check inside the card and then drop the envelope in the mail. When your services are finished at 4 a.m., you can't simply hang around, like a hotel bellboy expecting a tip. You have to be direct. So I wrote a nice holiday greeting to this man who, in my imagination, fires The New York Times from his bike aimed at our front door, causing more noise with mere newsprint than most people manage with sophisticated black market fireworks. With a start, I realized that perhaps the reason for the 4 a.m. wake-up noise was not ordinary rudeness but carefully executed spite : I had not tipped Raoul in Christmas past. I honestly hadn't realized I was supposed to. This was the first time he'd used the card tactic . So I got out my checkbook. Somewhere along the line, holiday tipping went from an optional thank-you for a year of services to a Mafia-style protection racket . Several days later, I was bringing our garbage bins back when I noticed an envelope taped to one of the lids. The outside of the envelope said MICKEY. It had to be another tip request, this time from our garbage collector. Unlike Raoul, Mickey hadn't enclosed his own Christmas card from me. In a way, I appreciated the directness. "I know you don't care how merry my Christmas is, and that's fine," the gesture said. "I want $30, or I'll 'forget' to empty your garbage bin some hot summer day." I put a check in the envelope and taped it back to the bin. The next morning, Ed noticed that the envelope was gone, though the trash hadn't yet been picked up: "Someone stole Mickey's tip!" Ed was quite certain. He made me call the bank and cancel... Question: The newspaper deliveryman put a blank card inside the envelope because _ . - he wanted the couple to pay for the newspaper - he forgot to write a few words on it - he used it to ask for a Christmas tip - he was afraid of asking for a tip in person
he used it to ask for a Christmas tip