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。
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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 to |
| Meaning |
The way companies behave towards their customers． |
| Importance |
The quality of service determines whether companies can their customers．For example, bad service can result in |
| ☆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 to their problems． ◇Understand customers' ◇Never ☆Make customers feel they are important and treat them as individuals by using their first name and praising them ☆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't ◇Calm the customer down by making an |
Many people think a telephone is a necessity. But I think it is of great harm and a time waste. Very often you find it impossible to escape from it. If you have a telephone in your own house, you will admit that it tends to ring when you least want it to ring: when you are asleep or in the middle of a meal or a conversation, or when you are just going out, or when you are in your bath. Are you strong-minded enough to ignore it? You are not. You think there may be some important news or message for you. I can assure you that if a message is really important it will reach you sooner or later. Have you ever gone to answer a telephone in a hurry from the bath, or from the table, or from the bed, only to be told that you are a wrong number?
But you will say, you need not have your name printed in the telephone directory, and you can have a telephone which is only usable for outgoing calls. Besides, you will say, isn’t it important to have a telephone in case of sudden emergency---illness, accident, or fire? Of course, you are right, but here in a thickly populated country like England one is seldom far from a telephone in case of dreadful necessity.
I think perhaps I had better try to justify myself by trying to prove that what I like is good. I admit that in different circumstances---if I were a wealthy and powerful businessperson, for instance, or badly ill and had to lie in bed. I might find a telephone a necessity. But then if I were a taxi-driver I should find a car a necessity. Let me put it another way: there are two things for which the English seem to show particular talent: one is mechanical invention, the other literature. My own business happens to be with the use of words but I see I must now stop using them. For I have had just been handed a piece of paper to say that somebody is waiting to speak to me on the telephone. I think I had better answer it. After all, one never knows, it may be something important.
| Title: The |
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| Different |
Many people: It is The author: It can Not everyone, |
| Problems with it |
It Almost One Anyway, one has to answer it, because it may be something |
The emotional bond a child secures with its parents has a greater impact on its education than previously thought, a report suggests. The Sutton Trust study says children’s early attachment to parents has far-reaching consequences for their ability to speak, learn and think. Parents who are insecure themselves find it harder to provide children with security, it says. And the report calls for more help so parents can develop such crucial bonds. The study focuses on the application of the theory of attachment—a key theory in child developement and psychology. This says the degree to which children are secure and resilient as they grow up depends on their own early experiences with their mothers and fathers and how they have bonded.
The report from the Sutton Trust education charity, entitled Baby Bonds, makes the case that it has an important impact on children’s future educational chances as well as their emotional well-being. It is based on an analysis of more than 100 studies on the issue, including home visits and assessments and observations of children in a range of countries. The trust argues that although psychologists have been aware of attachment theory, it has not been seen by policy makers as a key influence on educational attainment. And it asks them to take this into account. The report says when babies and toddlers do not form these strong parental bonds—known as secure attachment—they are more likely to exhibit poor language and poor behavior before they reach school.
And it cites international studies which suggest this continues late into life, with insecure children more likely to leave school early or duck out of employment or training. They are also more likely to suffer from aggression, defiance and hyperactivity later in life.
The Sutton Trust says its analysis of the research suggests that about 40% of children in the UK lack a secure attachment with their parents. Lead author Sophie Moullin said that when her team looked at large scale representative studies in a number of countries they all found, from their observations, that between 38% and 42% of children suffered from poor attachment in all the different study locations. She added: “Secure attachment really helps children with emotional and social development and at school it really helps them to manage their behavior. Shouting, looking out of the window, hitting each other…These are the things that teachers will tell you that are stopping children from learning. It’s really only as we understand more about these behavior problems that we have decided that a lot of it goes back to this early bonding with parents. ”
Research director at the trust Conor Ryan said: “Better bonding between parents and babies could lead to more social mobility, as there is such a clear link to education, behavior and future employment. The educational divide emerges early in life, with a 19—month school readiness gap between the most and least advantaged children by the age of five.
This report clearly identifies the fundamental role secure attachment could have in narrowing that school readiness gap and improving children’s life chances. “More support from health visitors, children’s centers together with local authorities in helping parents improve how they bond with young children could play a role in narrowing the education gap. ”
| The Sutton Trust study |
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| Introduction |
The study reveals children’s early attachment to parents |
| Method of the study |
Researchers |
| Statistics of the study |
·In the UK, only about 60% of children have a secure attachment with their parents. ·In other countries where the studies were carried out, the numbers are quite |
| Negative effects of insecure |
·A At the age of five, the ·Without secure attachment, future life difficulties such as quitting school, |
| The significance of parental attachment |
Better bonding between parents and babies could lead to a change in people’s social |
| Suggestion |
A |
An E-ticket ride is an especially thrilling amusement park ride. The term now can refer to anything extraordinary. What distinguishes this from any other ride is the level of detail, technology, and entertainment value.
From 1955-1982, the Disneyland theme park in Anaheim, California, sold individual ride tickets with admission to the park. In 1972, simple rides like the King Arthur Carousel took A-tickets, while Alice In Wonderland was B-tickets. C and D-ticket rides were a bit more advanced, including Peter Pan’s Flight, and Flight to the Moon. The biggest, best, and newest rides in the park were reserved for the 85 cent E-ticket. In the 1970s, this list included Pirates of the Caribbean, and the Haunted Mansion.
One interesting thing about the tickets is that Disney officials consistently referred to them as coupons, while guests insisted they should be called tickets. In 1982, the tickets — or coupons — were phased out of the Disneyland world, as the park introduced a pay-one-price admission.
As a replacement of sorts for the ticketing system, Disney introduced the FASTPASS® for some of the rides. Generally, the FASTPASS® is used on the most popular rides. Rumors often circulate to suggest that Disneyland is planning to stop using this system in favor of VIP tickets, outraging some fans.
From 1997-2004, the Walt Disney World Resort in Florida offered an experience called E-ride Nights. This popular, although costly, extra allowed ticket-holding visitors to stay in the park three hours after closing and ride some of the most popular attractions.
Today, although the tickets no longer officially exist, Disney fans still classify rides by their ticket status. In the 2007 announcement of expansions to the California Adventure Park, at least two new E-ticket attractions were announced, the Little Mermaid ride and a test-track racing ride based on the Pixar movie Cars. Recent criticisms of the re-opened Finding Nemo Submarine Voyage suggest that some fans think the ride has been downgraded to a D-ticket from its former glory.
In popular culture, the phrase has been used to refer to an extraordinary experience. American astronaut Sally Ride famously referred to riding the space shuttle as an E-ticket experience. The phrase has appeared in several movies. Fans of the Disney parks have also produced a ride-based fan magazine called The “E” Ticket since 1986. Although the term no longer applies to the Disney method of ride admission, it is still consistently popular as a popular phrase.
What Is an E-Ticket Ride?
| Outlines |
Supporting Details |
| ●It is a thrilling amusement park ride. ●It |
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| ●From 1955-1982, A, B, C and D-ticket rides ●FASTPASS® was introduced to Disney to ●From 1997-2004, people could go ●Disney officials referred to them as coupons all the time. ●In 2007, at least two new E-ticket attractions were announced to |
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| Present situation |
●In popular culture, the term can refer to extraordinary ●American astronaut Sally Ride ●Although the term no longer applies to the Disney method of ride admission, it |
Woodkopf is a crazy new sport invented in the Czech Republic(捷克共和国) and it has been gaining quite a lot of national media attention. This popular sport involves a pair of opponents wearing two-meter wooden boards on their heads and trying to knock the other’s board down without dropping their own. Strange as it sounds, a rousing match of Woodkopf can be quite exciting to watch.
This crazy sport can be traced back to July, 1992, when it was practiced during a cultural festival of art school graduates in Prague. Woodkopf, which literally translates as “wooden head”, is popular partly due to the fact that the game is simple, inexpensive and requires no complex equipment, but also because it never fails to supply a good dose of humor.
It is played by both men or women of all ages, and the rules are pretty simple. Both opponents must wear long and thin wooden boards of 200×16×2cm, weighing between 3 and 4kg. Once the boards are in position, the opponents try to knock each other’s boards off, using only plank-to-plank(木板) touches. No body-to-body or plank-to-body touches are allowed. The player who manages to knock down the opponent’s board twice in a row is declared the winner.
According to members of the Woodkopf Union, the best players are generally the taller ones. A bald head is also of great advantage, as pointed out by union chief Ivan Rezac.
Veteran Woodkopf players are now struggling for the sport to be included in the Olympic Games. They strongly believe that it has a great future. Vladimir Cech, who has been playing for the past seven years, said,We want it to become our national sport, and a part of Czech culture along with beer, pork, dumplings and cabbage..
| Title |
An Interesting Sport ----Woodkopf |
| Origin |
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| Reasons for its |
1. It’s simple, inexpensive and 2. It always supplies a sense of humor. |
| 1.Wearing two-meter wooden boards on their heads, two 2.Only plank-to-plank touches are allowed, and body-to-body or plank-to-body touches are |
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| Winners |
1. 2. The taller players and people with bald heads are very |
| The future of the sport |
Experienced Woodkopf players are struggling to make it an |
Definitions of literature have varied over time. In fact, it is a “culturally relative definition”. Once in Western Europe, literature indicated all books and writing. During the Romantic period, it began to refer to “imaginative” literature. Nowadays literature is seen as a term used to describe written or spoken material, including all the following.
Poetry uses rhythmic qualities of language to bring out meanings in addition to, or in place of, unimaginative surface meaning. Poetry has traditionally been distinguished from prose(散文) by its being set inverse (颠倒); prose is cast in sentences, poetry in lines.
Novel is typically written in a narrative (叙事) style and presented as a book. Novels tell stories, in which the characters and events are usually imaginary. The novel has been a part of human culture for over a thousand years, although its origins are somewhat debated. Regardless of how it began, the novel has remained one of the most popular and treasured examples of human culture and writing. It remains an essential part of the literary cultures of nearly all societies around the world.
Novella is classified as “Too short to be a novel, too long to be a short story”. There is no precise definition in terms of word or page count. Literary prizes and publishing houses often have their own arbitrary limits, which vary according to their particular intentions.
A short story is different from novels or novellas in that the plot is usually tied to one single chain of events. Because the reader must identify with a character quickly to become engaged, the tale is often told from the chief character’s point of view.
A drama refers to a play for the theatre, television or radio. It generally consists of chiefly dialogue between characters. It also uses dance to convey their message. Dramas usually aim at dramatic performance rather than at reading. In theater, a drama is presented by actors to an audience.
Good literary works depend on literary techniques. A literary technique can be used by authors in order to improve the written framework of a piece of literature, and produce specific effects.
Literary techniques include a wide range of approaches to crafting a work. The ability to let readers know what might happen in the future in an indirect way is possible through the technique foreshadowing. The practice of representing objects and qualities as human beings in literature is personification. Symbolism is the use of symbols to represent ideas.
| Literature |
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| Definitions of literature |
Definitions of literature have kept changing all the time. |
| They are connected with |
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| Among them are “books and |
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| Categories of literature |
Poetry, with rhyme, uses unusual word order in lines, which may be a barrier to see what it |
| A novel takes the form of a book, talking about what is |
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| The novella, as for length, exists between a |
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| Dramas are |
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| Literary |
A warning or sign of a future event is given by using the technique called foreshadowing. |
| When personification is used, something |
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| Symbolism is the practice of representing ideas by means of |
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