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.__.

You should listen actively to what the customer has to say by maintaining comfortable eye contact. _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 assure the customer you’ll do something about his complaint.

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(估計) of how long it will take to take action on his complaint.

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.

Create a procedure for recording different types of customer complaints. __5.__.

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

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

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

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

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

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科目：高中英語 來源：2015-2016學年重慶楊家坪中學高二下期第一次月考英語試卷（解析版） 題型：閱讀理解

In her outstanding book, “Choose the Happiness Habit”, Pam Golden wrote, “Take the story of two twin brothers for example. One grew up and became an alcoholic (酒鬼), while the other became a successful businessman. When asked why he became an alcoholic, the alcoholic replied, “Because my father was a drunk.” However, the successful businessman’s answer was also “Because my father was a drunk.” when asked why he succeeded. The same background. The same upbringing (培養(yǎng)). However, the results were quite different. Why? The reason is that they had different choices. The brothers chose different thoughts which formed the situations they found themselves in at last, so they had different experiences.

There was a time in my life when I thought difficulty was due to “bad luck”. Have you ever heard the saying “When it rains, it pours”? That was my answer when others asked me how things were going on when I was in trouble. So what do you think I got? “RAIN”. More and more “RAIN”. I couldn’t understand why bad luck was always with me.

Pam Golden says, “You’re either living in the problem or you’re living in the solution.” Now, when I’m faced with what I used to think was a negative (消極的) situation, I use a different way to think about it. I force myself to replace those negative thoughts that make me lose heart in my mind with positive thoughts which encourage me to fight against the difficulty bravely. Sometimes I write down some ideas that may be a solution, which I combine with the lessons I have learned from the bad situations and the difficulties that troubled me in the past, and often, I find a solution to the problem soon. It seems that I should thank the difficulty I met with. The RAIN that poured in my world has become great experiences that provide me with valuable experience, from which I can benefit.

Now, it doesn’t “rain” as much in my life as it used to. In fact, most days are beautiful, cloudless and sunny! Sometimes I do get a rain, but I think it makes me stronger just like the rain helps plants grow up.

1.The example of the twin brothers shows that ________.

A. making good choices is the most important

B. education decides a person’s future

C. upbringing makes a big difference

D. it is luck that leads to success

2.What does “RAIN” mentioned in the second paragraph refer to?

A. Water. B. Good luck. C. Success. D. Difficulty.

3.What is talked about in the third paragraph?

A. How the author collects useful experience.

B. How the author deals with difficulty now.

C. How the author gets help from others.

D. How the author lives in the problem.

4.Now, the author’s attitude towards “RAIN” is ________.

A. negative B. unclear C. positive D. unknown

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科目：高中英語 來源：2015-2016學年北京市高二下學期3月月考英語試卷（解析版） 題型：語法填空

閱讀下面材料，在空白處填入適當?shù)膬?nèi)容, 或括號內(nèi)單詞的正確形式

A robot used for housework 1._______ (test)out in a family. He looked like a tall and handsome man2._______ smooth black hair，speaking in a deep voice. Larry was going to be away from home so he hired such a robot 3.________(accompany) his wife Claire. Claire didn't like the idea at the beginning，4._______she agreed to it at last. At 5._______ first sight of Tony，Claire was alarmed. When Tony offered to help her dressing，Claire felt embarrassed. Gradually，Tony began to win Claire's trust. Tony helped Claire realize her dreams by making her home elegant，giving her 6.________new haircut，changing the makeup she wore and giving her advice on her dresses. At a party，all the guests7._______ were invited envied Claire very much8._______they saw her house completely changed.

After the test，the company was satisfied with Tony's report because he had 9.________(success) made a woman regain her confidence，although he shouldn't make her fall in10._______with him.

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科目：高中英語 來源：2016屆湖南株洲市高三3月高考模擬英語試卷（解析版） 題型：短文改錯

短文改錯

假定英語課上老師要求同桌之間交換修改作文，請你修改你同桌寫的以下作文。文中共有10處語言錯誤，每句中最多有兩處。每處錯誤僅涉及一個單詞的增加、刪除或修改。

增加：在缺詞處加一個漏字符號(∧)，并在其下面寫出該加的詞。

刪除：把多余的詞用斜線(劃掉。

修改：在錯的詞下畫一橫線，并在該詞下面寫出修改后的詞。

注意：1.每處錯誤及其修改均僅限一詞。

2.只允許修改10處，多者(從第11處起)不計分。

Patience is greatly important in our daily life. Once, I waited for a bus come at a stop.30 minutes passed, but no bus came. Both upset and annoying , I decided to walk by foot. But no sooner had I left when the bus arrived. I thought if I had waited for one more minutes , I would have caught it. If I chose to take a next bus，I would have to wait for another 30 minutes. Only then do I realize my problem. Being impatient will possible waste all the effort that we have put it in. Now, whenever I am close to losing my impatience, I will think of this experience.

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科目：高中英語 來源：2016屆湖南株洲市高三3月高考模擬英語試卷（解析版） 題型：閱讀理解

Su Hua is studying at Cambridge, UK. She has bought a bicycle and is worried about security (安全). Her friend, Kate, found this article and sent it to her.

Introduction

A lot of crime is against bicycles. About 150,000 bicycles are stolen every year and most are never found. You can prevent this happening by following a few careful steps.

Basic Security

Do not leave your bicycle in out-of-the-way places. Always lock your bicycle when you leave. Secure it to lampposts or trees. Take off smaller parts and take them with you, for example lights and saddles (車座).

Locks

Get a good lock. There are many different types in the shops. Buy one that has been tested against attack. Ask for a recommendation from a bike shop.

Marking

Security marking your bike can act a deterrent to a thief. It can also help the police find your bicycle. It should be clearly written and include your postcode and your house or flat number. This will provide a simple way to identify your bicycle.

Registration

There are a number of companies who will security mark your bicycle for you. They will then put your registration number and personal details on their computer database. Then if your bicycle is found it will be easy to contact you.

Finally

Keep a record of the bicycle yourself: its make, model and registration number. You can even take a photograph of it. This will prove the bicycle belongs to you.

1.Which part of the text gives you information on how to lock up your bicycle when you leave it?

A. Locks. B. Marking.

C. Registration. D. Basic Security.

2.The underlined phrase “act as a deterrent to a thief” means ______.

A. help you recognize your bike

B. help the police find your bicycle

C. stop someone stealing your bicycle

D. stop you worrying about your bike

3.The main purpose of this article is _________.

A. to tell you what to do if your bicycle is stolen

B. to suggest ways of keeping your bicycle safe

C. to give you advice on where to buy a good lock

D. to say why you shouldn’t keep your bicycle in a quiet place

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科目：高中英語 來源：2015-2016學年天津靜�？h一中高二3月考英語（A卷）（解析版） 題型：書面表達

書面表達

假設你是李華，你的好友王琳代表你們班參加市里舉行的中學生英語口語競賽并獲得了一等獎。請你用英語給她寫一封電子郵件，內(nèi)容要包括以下幾點：

1.對她的成功表示祝賀；

2.說明她取得成功的原因；

3.請她告訴你學習英語的經(jīng)驗。

注意：1.詞數(shù)不少于100；郵件開頭和結(jié)尾已經(jīng)給出，不計入總數(shù)；

2.適當增加細節(jié)，以使行文連貫。

Dear Wang Lin,

I’m just so glad to hear that you have won the–first prize in the Oral English Competition

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

Yours,

Li Hua

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科目：高中英語 來源：2015-2016學年天津靜�？h一中高二3月考英語（A卷）（解析版） 題型：閱讀理解

Hadrian’s Wall

Hadrian’s Wall was built, beginning in 122 AD, to keep Roman Britain safe from attacks from the Picts. The wall, starting from the North Sea to the Irish Sea (from the Tyne to the Solway), is about 73 miles long, 10 feet wide, and 15 feet high. In addition to the wall, the Romans built a system of small forts(堡壘) housing up to 60 men every Roman mile along its whole length, with e towers very 1/3 Roman mile. 16 larger forts holding from 500 to 1000 soldiers were built into the wall, with large gates on the north face.

Israeli West Bank barrier

The Israeli West Bank barrier is a barrier under construction by the State of Israel along and within the West Bank. Upon completion, the barrier’s total length will be nearly 700 kilometers. The barrier is built mainly in the West Bank.

The Berlin Wall

The Berlin Wall was the physical boundary between West Germany and East Germany. The Berlin Wall was built in the dead of night in 1961 and for 28 years kept East Germans from escaping to the West. Its destruction (in 1989) was celebrated around the world.

Conwy’s Town Walls

Conwy’s Town Walls are an ancient defensive (防御的) project around the town of Conwy in North Wales. The walls were built between 1283 and 1287. They are 1.3 kilometers long and include 21 towers and three gate houses. The project was completed by large quantities of workers and cost around ￡15,000. Today the walls form part of the UNESCO world heritage site(聯(lián)合國教科文組織世界文化遺產(chǎn)).

1.We know from the passage that Hadrian’s Wall_______.

A. is about 15 feet wide

B. has about 60 small forts

C. is seen from the Tyne to the North Sea

D. has 16 larger forts built into it

2.The Israeli West Bank barrier_______.

A. is a barrier being built by the Israeli state

B. is built completely in the West Bank

C. once made Israel separated

D. has a length of over 700 kilometers

3.People around the world celebrated the destruction of_______.

A. the Israeli West Bank barrier

B. the Berlin Wall

C. Conwy’s Town Walls

D. Hadrian’s Wall

4.According to the passage, Conwy’s Town Walls_______.

A. have 21 gatehouses

B. were built in the twelfth century

C. were built for the purpose of defense

D. will soon become a UNSCO world heritage site

5.What do Hadrian’s Wall and Conwy’s Town Walls have in common?

A. They have the same length

B. They were built in the same age

C. They have towers on their walls.

D. They cost a huge amount of money

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科目：高中英語 來源：2015-2016學年江西玉山縣一中高二下第一次月考英語卷（解析版） 題型：書面表達

書面表達

假設你應邀參加學校組織的“英語學習師生座談會”，請你根據(jù)下表所提示的信息，用英語寫一篇發(fā)言稿，簡單介紹自己英語學習的情況，并對學校今后的英語教學提出建議。

自己英語學習的情況

1、英語學習的目標；

2、英語學習的方法；

3、課外自學的途徑；

……

對學校英語教學的建議

（請考生根據(jù)自己的經(jīng)歷與感想，提出兩至三點建議。

注意：1、對所給要點逐一陳述，適當發(fā)揮，不要簡單翻譯。

2、詞數(shù)100左右。開頭和結(jié)尾已經(jīng)寫好，不計入總詞數(shù)。

3、文中不得提及學生所在學校和本人姓名。

Dear teachers and schoolmates, it’s a great pleasure for me to be here today and share my experience of learning English with you.

Thank you for listening.

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科目：高中英語 來源：2015-2016學年黑龍江大慶鐵人中學高一3月考英語試卷（解析版） 題型：閱讀理解

Are you looking for some new and exciting places to take your kids to? Try some of these places:

. Visit art museums. They offer some activities to excite your kids' interest. Many offer workshops for making hand-made pieces, traveling exhibits, book signings(簽名) by children's favorite writers, and even musical performances and other arts.

. Head to a natural history museum. This is where kids can discover the past from dinosaur models to rock collections and pictures of stars in the sky. Also, ask what kind of workshops and educational programs are prepared for kids and any special events that are coming up.

. Go to a Youtheater. Look for one in your area offering plays for child and family visitors. Pre-show play shops are conducted by area artists and educators where kids can discover the secret about performing arts. Puppet (木偶) making and stage make-up are just a couple of the special offerings you might find.

.Try hands-on science. Visit one of the many hands-on science museums around the country. These science play-lands are great fun for kids and grown-ups alike. They'll keep your child mentally and physically active the whole day through while pushing buttons, experimenting, and building.. When everyone is tired, enjoy a fun family science show, commonly found in these museums.

1.If a child is interested in the universe, he probably will visit_________.

A. a natural history museum B. an art museum

C. a Youtheater D. a hands-on science museum

2.What can kids do at a Youtheater?

A. Look at rock collections.

B. See dinosaur models.

C. Watch puppet making.

D. Give performances.

3.What does "hands-on science" mean in the last paragraph?

A. Science games designed by kids.

B. Reading science books.

C. A show of kids' science work.

D. Learning science by doing things.

4. Where does this text probably come from?

A. A science textbook. B. A film review.

C. A news report. D. A museum guide.

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