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This afternoon, we hold a class meeting to say goodbye to Zhang Qiang, who was going to study in abroad. In the beginning, he made a briefly speech to express his true love for the class and his wish for everlasting friendship with us. We were all moved to tear. Then came the moment to present him with a special gift, a heart-shaped board with some photos recorded the unforgettable days when we had spent together. Afterwards, we signed out names on his T-shirt expressing his best wishes.

At last, we had a photo taking to record this precious moment. True friendship won't be weakening by distance. We'll surely miss him and we all wish good luck in the future.

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¡¾ÌâÄ¿¡¿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. ¡¾1¡¿

1.You should listen actively to what the customer has to say by maintaining comfortable eye contact. ¡¾2¡¿

2. ¡¾3¡¿ 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 you¡¯ll do something about his complaint.

3.Talk with the client and discover the best means to resolve his problem. ¡¾4¡¿ In this case it¡¯s important to let your customer know an estimation(¹À¼Æ)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. ¡¾5¡¿

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

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

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

D. Listen to your customer¡¯s complaints and you can improve your service.

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. There will be times when you¡¯ll be unable to resolve the issue immediately.

¡¾ÌâÄ¿¡¿The birth of the black tea and the first to reach the Western world from Fujian originated by accident. A Chinese army happened to stop by a tea farm in the late Ming Dynasty (1368¡ª1644) and the soldiers slept on raw tea leaves which were intended for green tea making. Helpless and eager to avoid further loss, the anxious tea producer roasted the withered (¿ÝήµÄ) tea leaves immediately afterwards, with pine branches, ending up with a deep colored tea, which produced bright red soup, a smoky taste and sweet flavour. To the tea farmer's surprise, the taste and flavour became a hit in the market, and the whole area started to make the kind of tea to satisfy market demand.

Around the end of the 16th century, Dutch business people took tea to Europe. Catherine of Braganza, when she married British King Charles ¢ò in 1662, took the tea drinking habit from Portugal to the British court.

It was hard to say if people in the United Kingdom had the choice of drinking green tea, because it is said that after long sea transportation, green tea from China naturally fermented (·¢½Í) into black tea. At the time British people still didn't know that black tea and green tea are made from the same leaves, so Scottish botanist Robert Fortune (1812¡ª1880) met with disbelief when he pointed out that only a different processing method made black tea and green tea different.

Fortune was sent by the East India Company to steal tea from China. He took more than 20,000 tea plants and seedlings to India in 1851. Although most of the tea plants he introduced to India are said to have died, trained Chinese tea workers he took there are believed to have equipped the country with the necessary technology and knowledge for tea making.

¡¾1¡¿The tea farmer invented red tea ________.

A. to get a better taste

B. to please the soldiers

C. to avoid losing more money

D. to satisfy market demand

¡¾2¡¿According to the text, British people ________.

A. preferred green tea to black tea in the 17th century

B. made green tea transported from China into black tea

C. was the first in Europe to have the habit of drinking tea

D. thought black tea and green tea were made from different leaves

¡¾3¡¿What did Fortune do according to the text?

A. He trained workers to make tea.

B. He brought tea plants and seedlings to Britain.

C. He learned knowledge and skills to make different kinds of tea.

D. He did something illegal for the East India Company.

¡¾4¡¿What is the text mainly about?

A. The technology for tea making.

B. The origin of black tea.

C. The tradition of drinking tea in Britain.

D. The difference between black tea and green tea.

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The Best Ways to Offer Support and Encouragement

Whether it is a friend, family member, or coworker, at some time or another somebody will need support and encouragement. This could be the result of a disappointing change in life, a health change or other similar challenges. ¡¾1¡¿ Even if you do not think that you have the ability to offer the proper support and encouragement£¬your willingness to be there and to listen may be enough.

Each situation is different£¬and each would require different levels of both support and encouragement. ¡¾2¡¿ Helping keep up someone's spirits when they are feeling helpless just by letting them know you are there£¬can make a serious difference in their lives.

¡¾3¡¿ For people in this situation, often a telephone call, or dropping in to say ¡°hello¡± is more than enough. You may not feel that you are doing much of anything£¬but to the person who is feeling isolated the effort you take to stop and see them£¬or call them can make a big difference. For someone who has recently lost a job£¬you may be able to offer support by helping them network effectively. Or, you may be able to help them craft a new resume£¬apply for benefits£¬or a number of other ¡°small¡± things that may seem insignificant to you£¬ but to them can be a very significant event.

¡¾4¡¿ However£¬if you let them know that you are there for them£¬and make it a point to check in with them regularly£¬they may soon feel more comfortable and share them /span>with you. Take for example a person who is suffering with depression.

¡¾5¡¿ They may not be willing to admit that there is something wrong. However£¬if you trust your instincts(Ö±¾õ) and take a little extra care to support and encourage them even in little ways£¬you can make a huge difference in their overall outlook.

A. You know that there is something wrong.

B. All too often£¬people feel isolated and do not know where to turn.

C. So you may need support and encouragement to pull through.

D. You may not always understand all of the issues going on in someone's life.

E. In such cases£¬it is natural for you to reach out and offer your support and encouragement.

F. You know better than anyone the best ways to support and encourage someone who is going through a difficult time.

G. The support you offer could be as simple as helping with simple household tasks, running errands(ÅÜÍȶù)£¬or even being available for telephone calls.

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