阅读下面短文，根据所读内容在表格中的空白处填入恰当的单词。

注意：每个空格只填一个单词。

Customer service refers to the way that companies behave towards their customers．It's the quality of service that determines whether the customer remains with the company． 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．So customer service is vital and you should know how to improve it．

First of all, you need to realize how important the customers are．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．

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

Making customers feel they are important is an excellent way to serve them better．Treat customers as individuals and 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 customer, 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 customers are angry, let them express their anger completely．Never interrupt or start speaking until they've finished．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．

Title	How to1.       customer service
Meaning	The way companies behave towards their customers．
Importance	The quality of service determines whether companies can2.          their customers．For example, bad service can result in3.   customers．
4.	☆Take your customers seriously because they are your boss and the source of your income． ☆Recognize the needs of the customers． ◇Ask the customers the right kind of questions and offer 5.         to their problems． ◇Understand customers'6.        from a particular situation, their body language, tone of voice and words． ◇Never7.        that you know the customer's needs． ☆Make customers feel they are important and treat them as individuals by using their first name and praising them8.        . ☆Other small skills: ◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you"． ◇Don't9.        , the customer when he is speaking angrily． ◇Calm the customer down by making an10.          after he finishes speaking．

 

Change Has Come to America

November, 04, 2008, Barack Obama

Hello, Chicago.

If there is anyone out there who still doubts that America is a place where all things are possible, who still wonders if the dream of our founders is alive in our time, who still questions the power of our democracy, tonight is your answer.

It's the answer told by lines that stretched around schools and churches in numbers this nation has never seen.

A little bit earlier this evening, I received an extraordinarily gracious call from Sen. McCain. Sen. McCain fought long and hard in this campaign. And he's fought even longer and harder for the country that he loves. He has endured sacrifices for America that most of us cannot begin to imagine. We are better off for the service rendered by this brave and selfless leader.

I congratulate him; I congratulate Gov. Palin for all that they've achieved. And I look forward to working with them to renew this nation's promise in the months ahead.

I want to thank my partner in this journey, a man who campaigned from his heart, and spoke for the men and women he grew up with on the streets of Scranton and rode with on the train home to Delaware, the vice president-elect of the United States, Joe Biden.

And I would not be standing here tonight without the unyielding support of my best friend for the last 16 years the rock of our family, the love of my life, the nation's next first lady Michelle Obama.

Sasha and Malia I love you both more than you can imagine. And you have earned the new puppy that's coming with us to the new White House.

To my sister Maya, my sister Alma, all my other brothers and sisters, thank you so much for all the support that you've given me. I am grateful to them.

And to my campaign manager, David Plouffe, the unsung hero of this campaign, who built the best -- the best political campaign, I think, in the history of the United States of America.

To my chief strategist David Axelrod who's been a partner with me every step of the way.

To the best campaign team ever assembled in the history of politics you made this happen, and I am forever grateful for what you've sacrificed to get it done.

But above all, I will never forget who this victory truly belongs to. It belongs to you. It belongs to you.

1. Why did Sen. McCain make a phone call to the writer?

A．To inform the writer of something important.

B．To share his happiness with the writer.

C．To congratulate the writer on his success.

D．To give him some good ideas on making a successful speech..

2.  If Sen. McCain won the election, What would Palin do?

A．She would be a governor.

B．She would be the vice president-elect of the United States.

C．She would be the nation's next first lady.

D．She would be the campaign manager of Sen. McCain’s.

3. How many people did the writer thank in his speech?

A．5                B．6                C．7                D．8

4. What did the writer imply by saying “I will never forget who this victory truly belongs to?”

A．He is a failure rather than a success.

B．He still doesn’t know who this victory truly belongs to.

C．He thinks highly of his supporters.

D．He considers his success as people’s victory.

 

B

Studies show that laughter is something that makes you feel calm or relaxed for both physical and psychological wounds though it may seem futile to laugh in the face of pain and fear.

When Dan Rather interviewed comedian Bill Cosby just one week after his son, Ennis, was killed, Cosby said, “I think it is time for me to tell people that we have to laugh. You can turn painful situations around through laughter. If you can find humor in anything, you can survive it.”

Call it a flashlight for dark times: laughter just seems to adjust attitude better than anything else. Inspirational speaker Steve Rizzo recalls a TV interview with an injured firefighter a few days after 9.11．The man had fallen more than 30 stories in one of the towers and had broken a leg. Everyone was crying, and the reporter asked, “How is it that you’ve come out of this alive?” He looked at her and without missing a beat, said, “Look, lady, I’m from New York and I’m a firefighter; that’ all you need to know.”

“Everyone laughed and though the laughter was only a couple of seconds,” says Rizzo. “Sometimes that’s all you need to catch your second breath. Laughter gives you that couple of seconds. You’re sending a message to your brain, and the message is: If you can still laugh even a little among the pain, you are going to be OK.”

Of course, there is a difference between laughing off a serious situation and laughing off the fear that results. The firefighter was doing the latter, states Rizzo, the author of Becoming a Humorous Being, and so should we. “If there is anything we have learnt from 9.11, it’s how precious life really is,” she says. “We have to send a message that our spirit won’t die. One important thing that unites us is our ability to laugh.”   

60．The writer uses the examples of the comedian and the firefighter to show              .

       A．laughter is a good way to get rid of pain and fear

       B．laughter is the best way to cure psychological wounds

       C．it is your attitude that decides whether you can survive the pain or not

       D．laughing off a serious situation is different from laughing off the fear that results

61．We can infer from the passage that Steve Rizzo is                        .

       A．a reporter    B．a soldier        C．a firefighter   D．a doctor

62．The underlined word futile in the first paragraph means                .

       A．hopeless   B．useless    C．careless  D．worthless

63．From the passage, we can know that Americans are                 .

       A．really inspired after 9.11      B．hardly united after 9.11

       C．nearly surprised by 9.11      D．greatly hurt by 9.11

-Without proper planning, tourism can cause problems．For example, too many tourists can crowd public places that are also enjoyed by the inhabitants(居民) of a country. If tourists create too much traffic, the inhabitants become annoyed and unhappy. They begin to dislike tourists and to treat them impolitely. They forget how much tourism can help the country’s economy. It is important to think about the people of a destination(目的地) country and how tourism affects them. Tourism should help a country, keep the customs and beauty that attract tourists．Tourism should also advance the wealth and happiness of local inhabitants.

　　Too much tourism can be a problem. If tourism grows too quickly, people must leave other jobs to work in the tourism industry. This means that other parts of the country’s economy can suffer.

　　On the other hand, if there is not enough tourism，people can lose jobs. Businesses can also lose money. It costs a great deal of money to build large hotels, airports，air terminals, first－class roads, and other support facilities（设施）needed by tourist attractions. For example, a major international class tourism hotel can cost as much as 50 thousand dollars per room to build. If this room is not used most of the time, the owners of the hotel lose money.

　　Building a hotel is just a beginning．There must be many support facilities as well，including roads to get to the hotel, electricity, sewers to handle waste, and water. All of these support facilities cost money. If they are not used because there are not enough tourists, jobs and money are lost.

1.Which of the following has most probably been discussed in the part that goes before this passage?

A．It is very important to develop tourism.

B．Building roads and hotels is necessary.

C．Support facilities are highly important.

D．Planning is very important to tourism.

2.Too much tourism can cause all these problems EXCEPT ________.

A．a bad effect on other industries

B．a change of tourists’ customs

C．over－crowdedness of places of interest

D．pressure on traffic

3.Not enough tourism can lead to ________.

A．an increase of unemployment (失业)

B．a decrease (减退) in tourist attractions.

C．the higher cost of support facilities

D．a rise in price and a fall in pay.

4.The underlined word “handle” in the last paragraph most probably means _________.

A．get in

B．pick up

C．carry away

D．take down

 

Everyone knows that the Frenchmen are romantic, the Italians are fashionable and the Germans are serious. Are these just stereotypes or is there really such a thing as national character? And if there is, can it affect how a nation succeed or fail?

At least one group of people is certain that it can. A recent survey of the top 500 entrepreneurs in the UK found that 70% felt that their efforts were not appreciated by the British public. Britain is hostile to success, they said. It has a culture of jealousy. As a result, the survey said, entrepreneurs were “unloved, unwanted and misunderstood.” Jealousy is sometimes known as the “green – eyed monster” and the UK is its home.

Scientists at Warwich University in the UK recently tested this idea. They gathered a group of people together and gave each an imaginary amount of money. Some were given a little, others a great deal. Those given a little were given the chance to destroy the large amount of money given to others – but at the cost of losing their own. Two thirds of the people tested agreed to do this.

This seems to prove that the entrepreneurs were right to complain. But there is also conflicting evidence. The Organization for Economic Cooperation and Development recently reported that the UK is now the world’s fourth largest economy. That is not bad for people who are supposed to hate success. People in the UK also work longer hours than anyone else in Europe. So the British people are not lazy, either.

“It is not really success that the British dislike,” says Carey Cooper, a professor of management at the University of Manchester Institute of Science and Technology. “It’s people using their success in a way that seems proud or unfair or which separates them from their roots.”

Perhaps it is the entrepreneurs who are the problem. They set out to do things in their way. They work long hours. By their own efforts they become millionaires. But instead of being happy they complain that nobody loves them. It hardly seems worth following their example. If they were more friendly, people would like them more. And more people want to be like them.

1.Most entrepreneurs surveyed believe that        .

A．the British people hate success

B．the British people are hardworking

C．love of success is Britain’s national character

D．they are considered as “green – eyed monsters”

2.What does the result of the Warwich University’s test show.

A．Two thirds of the people tested didn’t love money.

B．Most people would rather fail than see others succeed.

C．An imaginary amount of money does not attract people.

D．Most people are willing to enjoy success with others.

3.The writer of the passage seems to suggest that         .

A．jealousy is Britain’s national character

B．British entrepreneurs are not fairly treated

C．the scientists at Warwich University did a successful test

D．the entrepreneurs in the UK do not behave properly

4.The best title for this article can be            .

A．Be More Modest and We Will Love You More

B．Proud Entrepreneurs

C．The Frenchmen are Romantic While The British are Hostile

D．Only Pains but No Gains