1 . Customer service refers to the way that companies behave towards their customers.     1    However, many a time organizations don’t focus on customer relationship management, and that’s what makes customers angry, which is one of the reasons why companies lose their customers.     2    

First of all, you need to realize the great value of the customers. It’s they who are the boss, and it, s because of them that you get your pay checks. So do take your customers seriously.

    3     You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions and think that you know what the customers want.

Making customers feel they are important is an excellent way to serve them better.     4     The best way to do that is using their first name and finding ways of praising them in a sincere way.

In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely.    5     Once they’ve finished speaking, try to calm them down by apologizing.

In a word, always remember that if the customers remain happy, you’ll be in business.

A．Treat customers as individuals.

B．Never interrupt or start speaking until they’ve finished.

C．You can bring in as many new customers as you want.

D．So customer service is important and you should know how to improve it.

E．Finding out the needs of the customers is another important customer service tip.

F．More companies are finding that their customer service should not be limited to stores.

G．It’s the quality of service that determines whether the customer remains with the company.

2 . Social media does have its shortcomings, and one of those is that it can often seem like everybody is living and winning big — except you.

    1       But the reality is that these people go through struggles just like everybody else. Nobody’s life is perfect all the time. We all go through life’s hardships, failure, and pain. Picture perfect moments do exist, but they exist amongst the real-life terrible moments.    2    

Someone could have +1000 likes on their pictures or a million views on their videos and still be unhappy.     3     There are people with only 10 likes but having plenty of friends, and people with +1000 likes that are lonely, depressed, in fed up relationships and have no real friends.

There are couples that appear happy on social media but behind those photos, they suffer a lot in relationships.     4     Things aren’t always what they appear to be.

You don’t know what some people go through to come out with the fantastic pictures you envy. The real key players mostly operate behind the scenes but make the most happen. They may look like nobody but they are building their kingdoms while others are getting high on likes and attention. Success is not what is presented on social media.     5    

Be yourself and never give up on yourself. Don’t compare yourself to others. The real champions of social media are those who add value to others, not the ones who show their lifestyle to impress others.

A．Those ones don’t get documented.

B．Some even think it’s a complete show-off.

C．Being popular on social media is not everything.

D．Self-worth is determined by the number of likes one gets.

E．There are couples who post nothing but are in loving relationship.

F．It takes tears, sleepless nights, and loads of failure to make it in life.

G．You are always flooded with strangers’ images that show the life you long for.

3 . We often think about relationships on a scale from positive to negative. We are drawn to loving family members, caring classmates and supportive mentors. We do our best to avoid the cruel uncle, the playground bully and the jerk boss.

But the most toxic relationships aren’t the purely negative ones. They’re the ones that are a mix of positive and negative. We often call them frenemies, supposed friends who sometimes help you and sometimes hurt you. But ifs not just friends. It’s the in-laws who volunteer to watch your kids but belittle your parenting. The manager who praises your work but denies you a promotion.

Everyone knows how relationships like that can tie your stomach into a knot. But groundbreaking research led by the psychologists Bert Uchino and Julianne Holt-Lunstad shows that ambivalent (矛盾情绪的) relationships can be damaging to your health — even more than purely negative relationships.

I had assumed that with a neighbor or a colleague, having some positive interactions was better than all negative interactions. But being cheered on by the same person who cuts you down doesn’t reduce the bad feelings; it increases them. And it’s not just in your head: It leaves a trace in your heart and your blood.

Even a single ambivalent interaction can cause harm. In one experiment, people gave impromptu speeches on controversial topics in front of a friend who offered feedback. The researchers had randomly assigned the friend to give ambivalent or negative comments. Receiving mixed feedback caused higher blood pressure than pure criticism. “I would have gone about the topic differently, but you’re doing fine” proved to be more distressing than “I totally disagree with everything you’ve said.”

The evidence that ambivalent relationships can be bad for us is strong, but the reasons can be harder to read — just like the relationships themselves.

The most intuitive reason is that ambivalent relationships are unpredictable. With a clear enemy, you put up a shield when you cross paths. With a frenemy, you never know whether Dr. Jekyll or Mr. Hyde is going to show up. Feeling unsure can disrupt the body’s calming system and activate a fight-or-flight response. It’s unsettling to hope for a hug while also preparing for a likely quarrel.

Another factor is that unpleasant interactions are more painful in an ambivalent relationship. It’s more upsetting to be let down by people you like sometimes than by people you dislike all the time. When someone stabs you in the back, it stings more if he’s been friendly to your face.

1. Which of the following can be counted as a frenemy?

A．Your neighbour’s kid who advises you to study hard but idles away his own time.

B．Your classmate who admires your diligence at first, but doubts your intelligence later.

C．Your mother’s friend who encourages you to spend more time on homework but less on smart phones.

D．Your father’s colleague who proposes you to do a moderate amount of homework while ensuring adequate sleep.

2. Which of the following statements can be inferred from the passage?

A．Ambivalent relationships have a permanent effect on your well-being.

B．The common cause for high blood pressure is ambivalent relationship.

C．Ambivalent interactions will be more painful if it is done consciously.

D．The negative impact of ambivalent interactions is direct and strong.

3. The underlined word “belittle” in paragraph 2 probably means ______.

A．devalue

B．appreciate

C．respect

D．abuse

4. Which of the following might be the best title for the passage?

A．Some Negative Relationships Are Bad for Your Health

B．Your Most Ambivalent Relationships Are the Most Toxic

C．The Reasons for Ambivalent Relationships Are Unpredictable

D．Some Positive Relationships Are Better than All Negative Ones

4 . As our lives become more closely connected with the digital age, it’s more important than ever to keep the spark of human connections, a key part of which is making small talk.     1     Here’s how to master the art of small talk.

The cornerstone of effective small talk lies in developing genuine interest. Genuine interest is about actively seeking to understand the other person, valuing their perspectives and appreciating the uniqueness they bring to the conversation.     2    

Small talk extends beyond spoken words; it includes the art of observation. As you engage in conversation, pay attention to the speaker’s body language, facial expressions and tone of voice.     3     Being familiar with them not only helps you navigate the conversation with sensitivity but also enables you to establish a deeper connection by respecting the slight differences of the other person’s communication style.

Actually listening and connecting with someone is essential for a conversation. By providing your undivided attention, you convey respect and interest in what the other person has to say.     4     Ask follow-up questions to show that you value their insights. This depth of engagement lays the foundation for a more meaningful connection.

At the heart of successful small talk lies the authenticity (真实性) of your engagement. Authenticity fosters a sense of trust and connection, making the conversation more meaningful and memorable. Avoid the temptation to project an image or use scripted responses.     5     In the world of small talk, authenticity is the key that unlocks the door to deeper connections and more fulfilling interactions.

A．Instead, let your true self shine through.

B．Some accessible topics are great for small talk.

C．Active listening involves fully engaging with the speaker.

D．Focus on understanding their viewpoints beyond simply hearing words.

E．The signals provide valuable insights into their emotions and intentions.

F．Small talk may be a gateway to building rich and meaningful relationships.

G．By expressing authentic curiosity, you make the other person feel seen and heard.

7 . How to Deal with Nosy People

They can come in the form of friends, relatives or strangers. The thing about nosy people is that they don’t understand personal space. Things can get confusing when your family members or friends become nosy. You don’t want to hurt them, but you may not want to share everything, either.     1    

Respond. Do not react.

When someone starts asking personal questions one after the other, you might get confused as to why he or she is asking all those questions and what you should do. This confusion can then turn into discomfort. When you are in this situation, remind yourself to slow down.     2     Instead, be mindful of the situation and try to respond consciously.

Answer them reasonably without revealing too much.

One great strategy is to give a satisfactory answer without giving away too many details. You will satisfy their curiosity and maintain your personal boundaries at the same time.     3     For instance, your loved one might ask, “Hey! I heard you had a fight with your husband. What happened?” In response, you could say, “Oh, nothing serious. We are fine.” This will let them know you are doing fine.

    4    

Sometimes, you just don’t feel like answering the other person’s questions. It could be because they have no business knowing the details or because the question annoys you. So, if someone asks you a personal question, you could politely decline to answer.

Show a lack of enthusiasm.

    5     It tells the other person whether you are interested in talking to them. So, if you want to communicate that you don’t appreciate them being nosy, you can do so with your body language. How do you do this? Just show a lack of enthusiasm.

A．Give detailed answers.

B．Politely decline to answer.

C．There is no need to feel rushed at all!

D．Your body language tells a lot about you.

E．Here are tips on how you can deal with nosy people.

F．Use this strategy when the other person is a loved one.

G．It shows them you are not interested in the conversation.

8 . Social Masking

Amanda is always an expert at working the room. She would adopt the manner of the people around her to fit in while hiding her true personality. This is social masking, the process of hiding your natural way of interacting with others so you can feel accepted.     1    Instead, they are hoping to fit in with everybody else. Social masking is a set of learned pattern-matching behaviors, movements and actions where you try to be normal to fit in rather than stand out.

    2    People all wear certain social masks in order to get through some tricky life situations with confidence, according to Dr. Tara Quinn-Cirillo. And some experts even think social masking is built in all human beings at a physical level, adding that something in our brain gives indications of how to essentially stay safe and not stick out.

In a world that often tells us to just be ourselves, you might wonder why we are still dependent on these social masking behaviors. “Social masking happens because we as a species want to be included,” says Tara. “It has been a tribal thing of being together rather than being on our own, from a historical perspective.     3    ”

There is a huge difference between naturally identifying with someone and consciously social masking.    4    Social masking, on the other hand, involves a conscious effort to change your personality to suit your surroundings. It typically involves depressing your natural urges and changing your personal interests to fit the crowd.

A．Social maskers do not try hard to match other people in pace and tone.

B．Social masking is something we all engage in to some extent.

C．Social maskers are not trying to fox anyone.

D．When we are in natural identification with someone, it happens naturally, and there is very little effort involved.

E．It’s adopted by people unable to naturally act in a way considered socially acceptable.

F．That is, it’s an ancient part of our evolution to socialize, rather than be anti-social or a misfit.

9 . What do you do when you receive an invitation to an event that you do not want to attend or that you cannot attend due to your busy schedule? In that case, we simply can’t act on everything our heart feels.     1     Here are some right ways to decline (拒绝) an invitation without hurting others’ feelings.

Respond in a timely manner.

    2     It’s OK to put off responding if you’re unsure at first, but give yourself a deadline to figure it out — and stick to it. Always respond to invitations in a timely manner.

    3    

It’s OK to say you’re sorry that you can’t make an event, but it’s better to redefine it as a positive. Rather than apologizing, say how happy you are that they invited you and that while you can’t make it this time, you look forward to getting together with them in the future.

Don’t say “maybe”.

Procrastinating (拖延) by saying “maybe” usually means it’s a no.     4     Saying “maybe” is a way of making yourself feel better, but it leaves the other person hanging, which is unkind.

Don’t try to control the other person’s feelings.

There’s the assumption that we can decline without hurting anyone else’s feelings, but we can’t ensure the other person’s experience. They may feel sad or disappointed when you decline,. but that’s OK.     5    

A．Focus on the positive.

B．Be honest but not too honest.

C．Don’t leave the host hanging.

D．It’s fine to decline via digital means.

E．Most people will understand that life just gets busy.

F．So just go ahead and say no if that’s really what you mean.

G．Instead, we should learn how to politely say “no” to an invitation.

10 . Go on a 15-minute Tour

Didn’t someone say that life is about the journey, not the destination?     1     when you are focused only on getting to the next meeting, starting your next class period, or hurrying to send an email, you’re missing all of the people between Points A and B.

To commit some time to the journey, take some time to walk around where you work and notice your surroundings.     2     Also, some of the smaller yet critical social clues that exist right under your nose will be concentrated on again.

    3     Things to look for include the look and feel of people’s work spaces, the timing of when different people move around the office, and which people seek interaction versus those who stay at their desks all day.

After your first observation tour, select a different day to tour your workspace for moods. Other people’s moods can provide you with critical clues about how things are going.     4     Focus on what you see, hear, and pick up on in other people.

Schedule 15 minutes to tour your workplace twice a week for a month and be sure to avoid making too many assumptions or conclusions — just simply observe.     5    

A．You’ll be amazed at what you see along the way.

B．Spare a little time to closely monitor each person’s progress.

C．Notice what people may be feeling when you drop by to talk briefly.

D．During any workday, take just 15 minutes to observe neglected things.

E．You generally love the breathtaking landscape and people’s performances.

F．Going on a short tour will help you get in tune with other people and their emotions.

G．To become socially aware, remember to enjoy the journey and notice people along the way.