2 . In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and increase market share.

It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.

New lineages for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest (投资) a lot of money in information technology and staff training in order to cope with the “phone rage (愤怒)” — caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.

“Many people do not like talking to machines,” says Dr. Storey Senior Lecturer in Marketing at City University Business School, “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust — the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”

Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be come out within five hours, but getting it done within two ); replacing a faulty product immediately: throwing in a gift voucher (购物礼券) as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.

Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever suggests best meets the case).

Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.

For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their name, job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.

British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.

Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”. On the other hand, the more customers are promised, the greater the risk of disappointment.

Recently our class has conducted a survey about “The growth of post-90’s generation”. People’s opinions on it are divided.

Many people believe that classical music is not relevant to young people today. However, this issue (问题) frequently causes heated debate.

Some people say that classical music is associated only with old people. For example, if you look at the audience at a classical concert, the majority is over the age of fifty.

Others say it is more popular than we first imagine. Many young people listen to classical music without realizing. It is often used in films and advertisements. For example, a famous piece of classical music was used as the theme music for the 1990 World Cup. Not many people could have given its name, but millions enjoyed it.

Also, some people point out that young people produce new music based on classical ideas: for example, it is said that rap (说唱) music was invented by a classical musician in 1912, but it is now used by young people in pop music.

However, young people point to the fact that classical music has been outstripped (超越) by technology. To play a classical instrument, such as a violin, you need to study hard and practise for hours. Nowadays, you don’t need to get aching arms from practising. A teenager can write and make music using a computer program in the comfort of their own bedroom.

A final point to bear in mind is that the term “classical music” is used to refer to a great variety of music, from jazz to pieces for large orchestras (管弦乐队). This makes it even more difficult to say whether classical music is relevant to young people.

So, it may be only a minority of young people who play classical instruments, but when it comes to enjoying classical music, it depends on the piece of music. It may be more relevant to young people in the modern world than they realize!

5 . You know the feeling — you have left your phone at home and feel anxious, as if you have lost your connection to the world. “Nomophobia” (无手机恐惧症) affects teenagers and adults alike. You can even do an online test to see if you have it. Last week, researchers from Hong Kong warned that nomophobia is infecting everyone. Their study found that people who use their phones to store, share and access personal memories suffer most. When users were asked to describe how they felt about their phones, words such as “hurt” (neck pain was often reported) and “alone” predicted higher levels of nomophobia.

“The findings of our study suggest that users regard smartphones as their extended selves and get attached to the devices,” said Dr Kim Ki Joon. “People experience feelings of anxiety and unpleasantness when separated from their phones.” Meanwhile, an American study shows that smartphone separation can lead to an increase in heart rate and blood pressure.

So can being without your phone really give you separation anxiety? Professor Mark Griffiths, psychologist and director of the International Gaming Research Unit at Nottingham Trent University, says it is what is on the phone that counts — the social networking that creates Fomo (fear of missing out).

“We are talking about an Internet-connected device that allows people to deal with lots of aspects of their lives,” says Griffiths. “You would have to surgically remove a phone from a teenager because their whole life is ingrained in this device.”

Griffiths thinks attachment theory, where we develop emotional dependency on the phone because it holds details of our lives, is a small part of nomophobia. For “screenagers”, it is Fomo that creates the most separation anxiety. If they can’t see what’s happening on WeChat or Weibo, they become panic-stricken about not knowing what’s going on socially. “But they adapt very quickly if you take them on holiday and there’s no Internet,” says Griffiths.

6 . Thirteen-year-old Kaylee has a lot of friends — 532, actually, if you count up her online friends. And she spends a lot of time with them.

But is it possible that Kaylee’s online friendships could be making her lonely? That’s what some experts believe. Connecting online is a great way to stay in touch, they say. However, some experts worry that many kids are so busy connecting online that they might be missing out on true friendships.

Could this be true? During your parents’ childhoods, connecting with friends usually meant spending time with them in the flesh. Kids played Scrabble around a table, not Words With Friends on their phones. When friends missed each other, they picked up the telephone. Friends might even write letters to each other.

Today, most communication takes place online. A typical teen sends 2,000 texts a month and spends more than 44 hours per week in front of a screen. Much of this time is spent on social media platforms (平台).

In fact, in many ways, online communication can make friendships stronger, “There’s definitely a positive influence. Kids can stay in constant contact, which means they can share more of their feelings with each other,” says Katie Davis, co-author of The App Generation.

Other experts, however, warn that too much online communication can get in the way of forming deep friendships. “If we are constantly checking in with our virtual words, we will have little time for our real-world friendships.” says Larry Rosen, a professor at California State University. Rosen also worries that today’s kids might mistake the “friends” on the social media for true friends in life. However, in tough times, you don’t need someone to like your picture or share your blogs. You need someone who will keep your secrets and hold your hand. You would like to talk face to face.

7 . Many kids help out around the house with chores such as emptying the dishwasher, putting laundry away, and taking out the trash. In exchange, some kids get allowances or other rewards such as extra computer time.

But some people do not think that kids should get rewards for doing chores. Susie Walton, a parenting educator and family coach, believes that by rewarding kids, parents are sending a message that work isn’t worth doing unless you get something in return. “Running any kind of household is a team effort,” Susie said. “A home is a living space for everyone in the family. It’s important for kids to see that we all have responsibilities in the house, and that families decide together how they want their home to look, and how they are going to keep it looking like everyone wants it to look.”

Other people believe that getting a cash allowance or other rewards motivates kids to do chores, and it also teaches them real world lessons about how we need to work to earn money. There are also new applications that give kids points and digital gifts that can be redeemed (兑取) either online or in the real world. With the Chore Monster app, kids earn digital points by completing chores that they can turn in for real-life rewards such as extra Xbox time or a trip to the mall. “Our goal is to encourage kids to earn rewards.” says Chris Bergman, founder of Chore Monster. “Kids need positive reinforcement to help motivate them.”

What do you think? Should kids be rewarded for doing chores? Or should kids help out around their homes without getting anything in return?

Write a 200-word response. Send it to tfkasks4you@timeforkids. com. Your response may be published in a future issue of Time For Kids. Please include your grade and contact information of your parent or teacher if you want your response to be published. The deadline for responding is 18 February.

8 . In recent years, China has witnessed the growth of luxury (奢侈品) brands. In this market, Chinese consumers are now the largest spenders. It’s clear that a new generation of young, materialistic people is increasingly relying on luxury brands to improve its self-image. I am a fashionist too, at least in spirit — I love to look at clothes and shoes. But I don’t understand why people spend lots of money on designer labels. When a young woman buys a handbag that costs two months of her salary, that’s a scary thing.

What’s interesting is that scientists have found that having luxury things doesn’t lead to happiness. Study after study has shown that although we want material things, when we get them we don’t suddenly become “happy” people. In fact, a series of studies by Leaf Van Boven at the University of Colorado, US, has shown that individuals who spend money on travel and similar experiences get more pleasure than those who invest it in material things. That’s because experiences are more easily combined with a person’s identity. If I travel to Yunnan, that adventure affects how I think in the future. My memories become a part of me.

Moreover, as Van Boven has observed, young people who pursue happiness through “things” are liked less by their peers. People prefer those who pursue happiness through experiences.

It’s natural to want to express yourself through your appearance. So my advice is: create a look that isn’t tied to a designer label. Convey your own message. Take some lessons from the late Apple co-founder Steve Jobs. He was always in Levis jeans and a black turtleneck. Mark Zuckerberg, founder of Facebook, routinely appears in hoodies and sneakers. These people, successful people, have style. You don’t have to break the bank to send a message about who you are. Take a trip. Go out into the world. Then come back and confidently create your own signature look.

9 . Some people think working overtime means you’re a hard worker. You have to sacrifice your personal time to stay at work, produce something, help the company, and be a more devoted employee. But is that right?     1     This means it takes you longer to produce something than someone else.

A good manager knows how to encourage his employees to work to their full potential instead of expecting them to work late even if they don’t have something to do. People who stay in their office until late hate their jobs.     2    

Overworking may negatively influence the level of productivity and efficiency. Any company that makes their employees work those hours is not being managed well.     3     And the boss would prefer you work efficiently 7 hours and then go back home than 10 hours with poor efficiency.

    4     The fact is the competition is so fierce that if you don’t work hard someone will easily and willingly replace you, especially in the IT industry. Employees are told they need to work longer hours or they don’t belong or are denied promotions. It is time to abandon the culture of overworking, to work smarter, more efficiently and have a balance with personal life.

Nowadays, it’s hard for a young person to build a good future, for pressures are on his (or her) shoulders: housing, children, parents, themselves, etc. But everyone must keep working hard to have ourselves on the way to the good future, which is not certain.     5    

10 . After their business trip, John and Mary returned, eager to see their lovely children. As they drove into their hometown feeling glad to be back, they noticed ________, and they went off their usual route to see what it was. They found a ________ in flames. Mary said, “Oh, well, it isn’t our fire, let’s go home.”

But John ________ closer and screamed, “That home belongs to Fred Jones who works at the plant. He wouldn’t be ________ work yet, maybe there is something we could do.” “It has nothing to do with us,” Mary ________.

But John drove up and stopped and they were both horror-stricken to see the whole house in ________. A woman on the lawn was screaming, “The children! Get the children!” John ________ her by the shoulder saying, “Get a hold of yourself and tell us where the children are!” “In the ________,” cried the woman. “Down the hall and to the left.”

In spite of Mary’s disagreement, John ________ for the basement which was full of smoke and ________ hot. He found the door and two children. ________ he left he could hear some more sobbing. He ________ the two badly frightened children into ________ arms and started back asking how many more children were down there. They told him ________ more and Mary grasped his arm and screamed, “John! Don’t go back! It’s ________! That house will fall down any second.”

________ he ran into the smoke-filled hallway and at last he found both children. As he climbed up the ________ stairs, the thought went through his mind that there was something strangely ________ about the little bodies next to him, and at last when they came out into the ________ and fresh air, he found that he had just ________ his own children.

The baby-sitter had left them at this home while she did some shopping.