第二节（共5小题，每小题2分，满分10分）
    根据短文内容，从短文后的选项中选出能填入空白处的最佳选项，选项中有两项为多余选项。
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 （投诉）can be a great source of information for organization s to make corrections as well as further improvements.       36      

1．You should listen actively to what the customer has to say by maintaining comfortable eye contact.      37     
2．    38    It’s impound 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 why wise, the customer you’ll do something about his complaint.
3．Talk with the client and discover the best means to resolve his problem.     39     In this case it’s important to let your customer know an estimation (估计) of how long it will take to take action on his complaint.
4．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.
5．Create a procedure for recording different types of customer complaints.    40   
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.

第三部分  英语知识运用（共两节，满分45分）
第一节   完形填空（共20小题，每小题1.5分，满分30分）
         阅读下面短文，从短文后各题所给的四个选项中（A、B、C和D）中，选出可以填入空白处的最佳选项。
 When he was two years old, the child suddenly and strangely stopped growing, and his health started to fail. A team of doctors gave him six months to live after they _41_him as suffering from a rare   42 . 
Sometime, his sister went ice skating, and he would go along to _43_. There he stood. a(n)  44  . under-grown kid, with a feeding tube inserted through his nose and down into his  45 . One day, as he watched his sister skate on the ice,  he _46_his parents and said. "You know, I think I'd ike to  47 ice skating. " His parents looked at their lifethreatened child with glances that were  48 belief. Well,  he tried it, and he loved it, and he went at it with all his  49 . Here was something fun at which he could be good, where  50 and weight weren't important. 
     The following year, the doctors were   51  to discover that he had actually started growing again. It was   52 late for him to reach normal size,   53 neither he nor his family cared. He was recovering and succeeding. He believed in his  54 . 
     None of the kids tease him today.    55 , they all cheer and rush to get his signature. He has completed many amazing  56 on the world professional ice skating tour. Although he has retired from professional skating, he   57 a coach and mentor (指导者) _58_by everyone in winter sports. 
     At five feet three inches and 115 pounds of pure muscle and electrifying energy, former Olympic gold medal figure skating champion, Scott Hamilton stands as tall and as __59  as any winner. Scott's size didn't  60    his faith and reach.      
You can stand tall, no matter how small !
41.  A.work      B. live        C. appear     D. stand
42  A disease         B. attack            C. headache    D. injury 
43. A. cheer           B. join              C. follow      D. watch 
44  A anxious         B. patient           C. weak        D. fat  
45.  A. mouth         B. lung             C. back       D. stomach 
46.  A. listened to      B. turned to         C. handed to    D. pointed to 
47  A Start            B. continue     C. try         D. know 
48. A. beyond         B. over              C. behind          D. through 
49  A. money          B. body             C. strength           D. heart 
50.  A. thinness         B. difficulty          C. height            D. trouble 
51.  A. shocked         B. excited           C. interested  D. encouraged 
52.  A. very            B. too              C. much             D. so 
53.  A. so              B. if                C. and              D. but 
54.  A. parents         B. doctors           C. dream            D. teachers 
55.  A. Instead         B. Meanwhile       C. Fortunately       D. Anyway 
56. A. journeys    .    B. jobs              C. performances .   D. presences 
57.  A. returns         B. remains           C. keeps             D. thinks 
58  A respected       B. loved             C. cared             D. received 
59.  A. silent           B. sad               C. shy  D. proud 
60.  A. benefit          B. improve          C. limit    D. prove
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