13．No matter what type of business you run，it has to deal with situations in which things go wrong from your customer's point of view．Complaints can be a great source of information for the organizations．So it's important to learn to deal with customer complaints efficiently．
Firstly，listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting．You should also show your customer that you do understand him．
Secondly，when receiving a complaint you should apologize for the failure the customer has identified．It's important for you to know that your apology must appear authentic to the customer，and not an empty exercise．And also you should show the customer you've accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you'll do something about his complaint．
Thirdly，talk with the consumer and discover the best means to resolve his problem．There will be times when，after gathering the facts of a situation，you'll be unable to resolve the problem immediately．In this case it's important to let your customer know how long it'll take to take action on his complaint．
Fourthly，a simple"Thank you"is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company's service or product you need to know about．
Lastly，give your customer something that shows your appreciation for him giving the feedback to you．And let him know you're sorry for the mistake that was made．It isn't necessary to give something that is costly； but a coupon（赠券） for a free drink or movie is fine．
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors．
67．What does the passage mainly talk about？C
A．Importance of dealing with customer complaints．
B．Effects of customer complaints on business．
C．Tips for handling complaints from customers．
D．Several factors resulting in customer complaints．
68．The author thinks that customer complaintsD．
A．are easy to deal with B．are really quite annoying
C．can actually be avoided D．are sometimes beneficial
69．The underlined word"authentic"in Paragraph 3most probably meansB．
A．touching B．believable C．attractive D．clever
70．According to the passage，what is the first thing you should do when facing the customer complaints？D
A．Showing sincere attitude． B．Making an honest apology．
C．Making an absolute promise． D．Listening to the complaint attentively．
分析 本文是一篇科普类文章，文章主要关于顾客投诉的，无论经营哪一行业，都需要处理顾客遇到的问题．消费者的投诉往往会反映出许多问题，因此，有效地处理投诉很重要．本文就此展开讨论，提出了详细的建议．
解答 67．答案：C．主旨大意题．第一段最后一句提出主题"Complaints can be a great source of information for the organizations．So it's important to learn to deal with customer complaints efficiently"，下文接着分段介绍了五条处理顾客投诉的方法，由此判断正确答案为C项．故选C．
68．答案：D．推理判断题．根据第一段第二句"Complaints can be a great source of information for the organizations"和最后一段"Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors"可判断，作者认为顾客的投诉有时是有益的．故选D．
69．答案：B．词意猜测题．由该句后的"…not an empty exercise．"可判断，作者认为道歉要"可信"，而非空洞．可推测出"authentic"意为可信的．故选B．
70．答案：D．细节理解题．由第二段"Firstly，listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting"可推断，作者认为处理顾客投诉的第一步就是要认真倾听对方的投诉．故选D．
点评 本文是一篇科普类阅读，题目涉及主旨大意题，推理判断题，词意猜测题，细节理解题，做题时应结合文章上下文内容并根据所给选项的含义进行分析，从而得出正确答案．切记胡乱猜测，一定要做到有理有据．
