【推荐1】No matter what type of business you run, it has to deal with things that go wrong from your customer’s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements.    1    

1. You should listen actively to what the customer has to say by maintaining comfortable eye contact.    2    

2.     3    It’s important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you’ve accepted the responsibility and provide him with choices or you’ll do something about his complaint.

3. Talk with the client and discover the best means to resolve his problem.    4    In this case it’s important to let your customer know an estimation(估计)of how long it will take to take action on his complaint.

4. A simple “thank you” is one way to let the customer know you appreciate the time and effort they’ve taken to inform you about a problem with your company’s service or product that you need to know about.

5. Create a procedure for recording different types of customer complaints.    5    

A．They are a valuable source of information to determine various root causes that need to be addressed within your company.

B．You should also show your customer that you do understand him by giving full attention.

C．When you have received a complaint, you should apologize for the failure the customer has identified.

D．Listen to your customer’s complaints and you can improve your service.

E．So it’s important to learn to deal with customer complaints efficiently.

F．Don’t feel ashamed of the failure in your service or products.

G．There will be times when you’ll be unable to resolve the issue immediately.

【推荐2】University Room Regulations

    1    

The following items are approved for use in residential (住宿的) rooms: electric blankets, hair dryers, personal computers, radios, televisions and DVD players. Items that are not allowed in student rooms include: candles, ceiling fans, fireworks, waterbeds, sun lamps and wireless routers. Please note that any prohibited items will be taken away by the Office of Residence Life.

    2    

Students are provided with a combination (组合密码) for their room door locks upon check-in. Do not share your room door lock combination with anyone. The Office of Residence Life may change the door lock combination at any time at the expense of the resident if it is found that the student has shared the combination with others. The fee is $25 to change a room combination.

    3    

Students living in buildings that have kitchens are only permitted to cook in the kitchen. Students must clean up after cooking. This is not the responsibility of housekeeping staff. Kitchens that are not kept clean may be closed for use. With the exception of using a small microwave oven (微波炉) to heat food, students are not permitted to cook in their rooms.

    4    

No pets except fish are permitted in student rooms. Students who are found with pets, whether visiting or owned by the student, are subject to an initial fine of $100 and a continuing fine of $50 a day per pet. Students receive written notice when the fine goes into effect. If, one week from the date of written notice, the pet is not removed, the student is referred to the Student Court.

    5    

Residential buildings must maintain an atmosphere that supports the academic mission of the University. Minimum quiet hours in all campus residences are 11:00 pm to 8:00 am Sunday through Thursday. Quiet hours on Friday and Saturday nights are 1:00 am to 8:00 am. Students who violate quiet hours are subject to a fine of $25.

A．Access to Residential Rooms

B．Pet Policy

C．Room Policy

D．What is Approved and Forbidden

E．Cooking Policy

F．No Pets

G．Quiet hours

【推荐1】Aspirin was discovered in 1897, and an explanation of how it works followed in 1995. That, in turn, has encouraged some research leads on making better pain relievers through something other than trial and error. This kind of discovery—answers first, explanations later—is called "intellectual debt". We gain understanding of what works without knowing why it works. We can put that understanding to use immediately, and then tell ourselves we'll figure out the details later. Sometimes we pay off the debt quickly; sometimes, as with aspirin, it takes a century; and sometimes we never pay it off at all.

In the Age of Intelligence, while machine learning presents lots of problems and gets things wrong, at least we know enough to be wary of the predictions produced by the system and to argue that they shouldn't be blindly followed: but if a system performs perfectly（and we don't know why）, then we come to rely on it and forget about it and suffer consequences when it goes wrong.

It's the difference between knowing your car has faulty brakes and not knowing: both are bad, but if you know there is a problem with your brakes, you can increase your following distance, drive slowly and get to a mechanic as soon as possible. If you don't know, you' re likely to find out the hard way, at 80mph on the highway when the car in front of you comes to a sudden stop and your brakes give out.

We don't have much by way of solutions. Most important, we shouldn't trick ourselves into thinking that machine learning alone is all that matters. Indeed, without life value, machine learning may not be meaningful answers at all.

1. What is the purpose of mentioning aspirin in the first paragraph?

A．To present the research process of aspirin.

B．To introduce a similar situation machine learning faces.

C．To show the difficulty in explaining how aspirin works.

D．To prove we can use something even when we don't understand.

2. What does the underlined word "wary" probably mean in Paragraph 2?

A．Negative.

B．Doubtful.

C．Anxious.

D．Watchful.

3. How does the writer prove that it's potentially worse if a system performs perfectly?

A．By telling a story.	B．By giving a definition.
C．By doing an experiment.	D．By making comparison.

4. Which of the following statements is the writer likely to agree with?

A．It's OK as long as a system works well.	B．It's impossible to pay off Intellectual debt.
C．It's unwise to rely blindly on machine learning.	D．It makes no sense to pay attention to life value.

【推荐3】Educators today are more and more often heard to say that computer literacy is absolutely necessary for college students. Many even argue that each incoming freshman should have his or her own microcomputer. What advantages do computers offer the college students?

Any student who has used a word processor will know one compelling reason to use a computer: to write papers. Although not all students feel comfortable posing on a word processor, most find revising and editing much easier on it. One can alter, insert, or delete just by pressing a few keys, thus ridding students of the need to rewrite or retype. Furthermore, since the revision process is less difficult, students are more likely to revise as often as is necessary to end up with the best paper possible. For these reasons, many freshman English courses require the use of a word processor.

Computers are also useful in the context of language courses, where they are used to drill students in basic skills. Software programs strengthen ESL (English as a Second Language) instruction, as well as instruction in French, German, Spanish, and other languages. By using these programs on a regular basis, students can improve their skills in a language while proceeding at their own pace.

Similarly, business and accounting students find that computer spreadsheet (电子表格) programs are all but important to many aspects of their work, while students pursuing careers in graphic arts, marketing, and public relations find that knowledge of computer graphic (绘图) is important. Education majors learn to develop grading systems using computers, while social science students use computers for analyzing and graphically displacing their research results.

It is no wonder then, that educators support the purchase and use of microcomputers by students. A useful tool, the computer can help students learn. And that is, after all, the reason for going to college.

1. According to the author, a word processor can be used to________.

A．revise and edit papers	B．rewrite or retype papers
C．complete a freshman’s course	D．improve students’ writing skills

2. According to the author, the reason for students to go to college is ________.

A．to learn something	B．to perfect themselves
C．to improve computer skills	D．to find one’s passions

3. What is the main idea of Paragraph 4?

A．Educational experts have developed grading systems.

B．The computer has fund its way into social science.

C．Rarely do accounting students use computers.

D．computers benefit various majors in college.

4. Which of the following is TRUE according to the passage?

A．More college students should major in computer science.

B．Machine learning and big data is the future of computer application.

C．Some computer programs can be employed to aid language learning.

D．Educators are reluctant to increase computer use in their own classroom.