【推荐2】从方框内选择合适的单词并用其正确形式完成下列短文。（每个单词限用一次）

clue, bitter, request, chain, outcome, impress

Dealing with customer complaints

While we do our best to provide our customers with top-quality products and service, there are unavoidably occasional complaints. The vast majority of customers who complain have reasonable grounds for doing so and we should be grateful to them: the majority of unhappy customers will not make a complaint to us but will instead make it known to a(n)     1     of ten people, as well as possibly complaining online.

A professional approach

Some     2     complaints can be delivered forcefully. It is a challenge to remain calm in such situations, but this is what we, as staff, must do. It is worth bearing in mind that we shouldn’t turn it into a personal matter: just address the issue at hand. Take a professional approach if a customer gets angry or upset and keep your own emotions in check.

Finding out what’s wrong

Sometimes, you are     3     about what the customer really wants. Listen carefully and attentively to what the customer has to say and let him finish. Sometimes people just want to be heard. Ensure you know the exact nature of the problem and give the customer the     4     that you care and want to know what happened.

Providing solutions

When the customer has given you all the details, be sure to acknowledge the issue. If the customer has not opened an item or the item is faulty (有毛病的), give him a replacement if that is what he     5    . There is no need to have this approved by a manager but note it in the diary in the office and put faulty items in the returns area. However, if the customer demands a refund (退款), you will need to have this processed by management.

In the case of ongoing or more serious complaints, it may be wise to follow up with a phone call or email to make sure the customer is satisfied with the     6    .

【推荐3】Directions: Complete the passage with the words given in the table. Each word can be used only once. There is an extra one that you will find no use for.

A. improve B. ignores     C. acceptable     D. crowd     E. desire     F. affect G. excellent   H. assignment     I. reduce   J. achieve     K. up-to-date

Tips to be a successful high school student

Everyone wants to be the best High School student. Unlikely, only few top it. Want to be one of them? Follow these tips, know the secret only the toppers know!

Dream big

You are the product of your thoughts. Dream big and have a higher purpose to live. Dream makes you    1     for something necessary for your life. It ensures a high level of excitement, and thus you stay highly focused. Therefore, you should be serious about dreaming big and    2     the quality of your life. Find the reasons to get good grades. Make your parents happy and your co-mates admire you. Do not be one among the    3    ; try being the one above the crowd. Dreaming big motivates you and makes you    4     more.

Do one task at a time

Avoid multitasking! Like listening to songs while doing your homework or doing a(n)     5     watching your favorite football show. Do you think you are saving your time? But no, you are not. Multitasking can     6     your productivity and effectiveness. Affecting your work is secondary, you know what? Multitasking can     7     your memory and reduce your IQ by 15 points.

Do not procrastinate (拖延）

Time and tide wait for none. It's very easy to procrastinate and it is     8     occasionally. However, making a habit out of it is where things go wrong. Awareness and diligence are the keys to be    9     students in high school. Being on time is the virtue(美德)．It is always advisable to complete tasks well before time, stay    10    , have preparation for exams beforehand, and stay on top of your game.

There is no shortcut to reach your dream. Still getting successful does not demand more of hard work. Little smart work can do everything.