【推荐1】No matter how hard you work to keep your customers satisfied, you’re bound to come up against one or two who have a negative experience with your product or service.     1     However, it’s your job to address the customer’s concerns and give them a reason to come back to your brand. Below are the techniques that have worked in calming any angry customer.

    2     It may seem like common sense for companies to respond as soon as possible, if not immediately, to an upset customer. The longer that customer has to wait, the angrier they’ll get and the more likely they are to write a bad review. A quick acknowledgement and show of concern will go a long way.

Just listen. Active listening is an essential skill in managing a team. It’s just as important for providing good customer service—especially when someone is upset.    3     Then let them know you understand and sympathize with their disappointment.

Remain calm and ask them what they want to happen. If the No.1 rule of customer service is that the customer is always right, the second rule is to remain calm. Even in the face of angry customers, keeping a level head will have a naturally calming effect on them.

Give them the time to explain exactly what they’re upset about.    4     Sometimes a little compromise might be needed on their part depending upon that solution.

Get on the phone. In today’s period of social media, customers feel very comfortable airing their frustrations from behind a keyboard.    5     Most of the time if you call and explain your side—and listen to theirs— you can work things out.

A．Respond immediately.

B．It may not necessarily be your fault.

C．Give them time to express their concerns.

D．You might as well ask them questions, too.

E．Putting yourself in their shoes can solve problems quickly.

F．It is recommended that reaching out to them personally on the phone resolve the issue.

G．Ask what they feel is an appropriate solution and do your best to make that happen.

【推荐2】"I'm going to learn at least one dish each week. You just need to sit back and watch." I got off the phone with my mom and clicked on the TV-box-shaped icon （图标）of YouTube. We were just having a bet about whether I would ever be able to teach myself to cook without her step-by-step guidance.

Technology has revolutionized the way we learn. That was what I believed then. However, after two weeks of watching those instructional videos, the reality of my barely improved cooking struck me in the face. To be honest, the result didn't come off as too much of a shock. Deep down, I had always known that perfection relies in no small part on endless hours of meaningful practice.

I am not alone in experiencing this type of failure. With an impressive variety of online resources at our fingertips, it is natural that we use them to our advantage and learn new skills through "watching" them.

There's nothing ineffective about this kind of learning in itself. However, a recent study published in Psychological Science shows that if you watch an expert performing a skill unknown to you for too long, it will raise your self-confidence in a way that it arouses （激发）your unrealistic expectations of yourself. The dissonance between your true ability and your false view of it can have a negative influence on your learning outcome. You might become as discouraged as I was. And if your determination isn't strong enough, you might just give up halfway.

If right now you are considering learning something new through watching online videos, be it juggling pins （杂耍），ice-skating, or even Michael Jackson's timeless moonwalk, don't forget to mix it up with the tried-and-true method of practicing and repeating. And most importantly, try not to get caught up in the feel-good act of watching.

1. What do we know about the author?

A．She knew her failure resulted from lacking practice.

B．She was astonished at her failure to be a great cook.

C．She disagreed with her mom on how to cook.

D．She was misled by some so-called experts.

2. What's the author's opinion of online resources?

A．They are of poor quality.

B．They are helpful in a way.

C．They are difficult of access.

D．They have benefited her a lol.

3. What does the word "dissonance" underlined in Paragraph 4 probably mean?

A．Dislike.	B．Disbelief
C．Disapproval	D．Disagreement.

4. What does the author mainly intend to show readers?

A．Online videos are growing in popularity.

B．Mom is always a good example for us.

C．Watching doesn't make you perfect.

D．Cooking is a useful skill.

【推荐3】Teaching can be one of the most satisfying jobs in the United States. Yet many American teachers say they feel overworked, undervalued, and underpaid. This has led to what education experts call “teacher burnout,” a feeling of mental, physical, and emotional exhaustion.

In all, nearly 50 percent of American teachers leave the profession before their fifth year. That information comes from a 2010 study by the advisory service McKinsey & Company.

And, a 2016 study from Penn State University found that 46 percent of teachers report high daily stress. Teachers say the stress affects their sleep, health, teaching performance, and quality of life. The study identified mindfulness training as one promising solution for improving teacher well-being.

The Greater Good Science Center at the University of California — Berkeley studies the science and practice of well-being. It defines mindfulness as keeping “a moment-by-moment awareness of our thoughts, feelings, bodily sensations, and surrounding environment.”

A person can reach this emotional state by spending time in quiet thought, without judging these thoughts and feelings. A number of people also meditate — they take slow, deep breaths to become calm.

Many organizations around the country have designed mindfulness training programs for schools. Some of them are designed for teachers. The programs seek to reduce teacher stress while helping them be more effective in the classroom.

Maureen Naughton is a seventh grade science teacher at a public middle school in the Bronx section of New York City. As a highly active teacher, Naughton would sometimes forget to take time to herself. But after the programs she shared the methods such as mindful walking and mindful eating — ways of enjoying those activities fully instead of being distracted by worries or responsibilities.

Naughton also said the deep breathing methods help her to maintain calm when faced with the stress of trying to “meet everyone’s needs.”

1. What does “teacher burnout” in Paragraph 1 mean?

A．A condition of happiness and sorrow.

B．A situation of physical exercise.

C．A feeling of mental, physical, and emotional tiredness.

D．A feeling of mental, physical, and emotional relaxation.

2. What do mindfulness training programs designed for teachers try to do?

A．They try to make teachers take slow, deep breaths to become calm.

B．They try to reduce teacher stress to help teachers be more effective when teaching.

C．They try to make teachers enjoy those activities fully.

D．They try to make teachers spend time in quiet thought, without judging these thoughts and feelings.

3. What can we infer from Naughton’s words?

A．The deep breathing methods are a good way to let her keep calm when faced with stress.

B．She dislikes the deep breathing methods.

C．Don’t be distracted by worries or possibilities.

D．Enjoy all kinds of activities carefully.

【推荐1】Time and money are arguably life's most valuable resources. The phrase“time is money” is usually credited to Benjamin Franklin,who used it in an essay (Advice to a Young Tradesman, 1748).     1    . He encouraged people to treat time like money. However, most people think about time and money in vastly different ways.

    2     Poor or rich, we all have 24 hours a day, 7 days a week.Thus, each of us faces the choice of how to spend our time. In a world of scarcity (短缺), choosing one thing means not being able to do something else.

The value of time varies from person to person. Time is relatively scarce for people with higher incomes, partly because their time is more valuable. So, to have lots of time, rich people hire other people to do their house-hold chores.     3    .

Time cannot be stored. One of the reasons we give little thought about how we use our limited resources is that we cannot save time.     4    .You can't bottle time and exchange it for an object or event. However, when people are made aware of their mortality (生命的有限) they wonder if they did make the most of their lives.

In sum, time is anything but free. As a nonrenewable resource, time is quite expensive.     5    . Do we want to spend these precious moments on social media or spend that time learning something new? Skills and knowledge take time, so the more time you spend on them, the more you improve.

A．However, it cannot be bought at any price

B．Actually, time and money are greatly different from each other

C．Time is our most limited resource

D．On the other hand, a nonworking person may spend more time on household chores

E．Knowing that time is finite encourages us to ask how we are using our time

F．It means time is a valuable resource

G．Time moves on whether we choose to spend it or not

【推荐3】Everybody, at some point in their lives, has experienced failure. It could be something as simple as not getting the job you wanted, or getting fewer marks even after hard work. But what makes you is not your failure, but how you get back up after being hit.

Once, a young school boy was caught in a fire accident in his school and was assumed that he would not live. His mother was told that he was sure to die, for the terrible fire had destroyed the lower half of his body. Even if he were to survive, he would be lame throughout his life.

But the brave boy did not want to die nor did he want to be lame. Much to the amazement of the doctor, he did survive. But unfortunately from his waist down, he had no motor ability. His thin legs just hung there, lifeless. Eventually he left the hospital. But his determination to walk was unshakable. At home, when he was not in bed, he had to stay in a wheelchair. One day, he threw himself from the chair and pulled himself across the grass, dragging his legs behind him. He reached the fence, raised himself up and then began dragging himself along the fence, firmly determined. He did this every day, with faith in himself that he would be able to walk unaided. With his iron determination, he did develop the ability to stand up, then to walk on and off, then to walk by himself and then to run.

He began to walk to school, and then run to school, to run for the joy of running. Later in college he was on the track team.

In February 1934, in New York City's Madison Square Garden, this young man who was not expected to survive, who would surely never walk, who could never hope to run - this determined young man, Dr. Glenn Cunningham, ran the world's fastest mile.

A good example of the power of positive thinking and faith in oneself, Glenn Cunningham continues to be an inspiration for many, and his story, a brilliant evidence to how one can bounce back even when all difficulties are piled against one, to the degree that death seemed the preferable option.

1. The first paragraph is intended to ________

A．present an argument

B．make preparations for statement

C．arouse readers' interest

D．function as a brief introduction

2. What was the doctor's opinion about Glenn?

A．Glenn was able to walk with his own great effort.

B．Great determination could make a difference to Glenn.

C．There was a slim chance that Glenn could survive.

D．Glenn could live a normal life with the upper halt" of his body.

3. What do we know about Glenn?

A．Glenn took recovery exercise in hospital.

B．Glenn inspired people with his moving story.

C．Glenn won the first place in Marathon.

D．Glenn organized a track team in college.

4. What can be a suitable title for the text?

A．Strengthen determination

B．Stand up after failure

C．Go after dreams

D．Face difficulty bravely