As a police officer, you are trained to stay calm even in extremely (danger) ___________situations.

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:

Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.

Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.

21. Whom do angry customers tend to aim their dissatisfaction and complaints at?

A. Staff members.

B. Company managers.

C. Those who accompany them.

22. When a customer shouts rudely at you, you should().

A. arg1e back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

23. The underlined sentence “Use your ears more than your mouth” means().

A. Your mouth is not more important for you than your ears.

B. You should listen more than you speak.

C. You should talk more than you listen.

24. When dealing with an angry customer, which is NOT the right attitude?

A. Be concerned.

B. Be patient.

C. Be amused.

25. Which of the following statements is true according to the passage?

A. When the customers complain, you needn't listen carefully.

B. You needn't say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

There ________no danger, the police went back to their police office.

A、be

B、is

C、are

D、being

Passage Two(26~30) Taiwan police cannot decide whether to treat it as an extremely clever act of stealing or an even cleverer cheat (诈骗). Either way, it could be the perfect crime (犯罪)， because the criminals are birds-horning pigeons!

The crime begins with a telephone message to the owner of a stolen car: if you want the car back, pay up then. The car owner is directed to a park, told where to find a bird cage and how to attach money to the neck of the pigeon inside. Carrying the money in a tiny bag, the pigeon flies off。

There have been at least four such pigeon pick-ups in Changwa. What at first seemed like the work of a clever stay-at-home car thief, however, may in fact be the work of an even lazier and more inventive criminal mind-one that avoids (避免)not only collecting money but going out to steal the car in the first place. Police officer Chen says that the criminal probably has played a double trick: he gets money for things he cannot possibly return. Instead of stealing cars, he lets someone else do it and then waits for the car-owner to place an ad (启事) in the newspaper asking for help。

The theory is supported by the fact that, so far, none of the stolen cars have been returned. Also, the amount of money demanded-under 3,000 Taiwanese dollars-seems too little for a car worth many times more。

Demands for pigeon-delivered money stopped as soon as the press reported the story. And even if they start again, Chen holds little hope of catching the criminal. “We have more important things to do,” he said。

第26题：After the car owner received a phone call, he 。

A. went to a certain pigeon and put some money in the bag it carried

B. gave the money to the thief and had his car back in a park

C. sent some money to the thief by mail

D. told the press about it

Who couldthe man spesker most probably be?

A．A person who saw the accident.

B．the driver of the lorry.

C．A police officer.

AS SOON AS I HAVE FURTHER INFORMATION I WILL MAKE ANOTHER ANNOUNCEMENT. I ASK YOU KINDLY TO REMAIN CALM. THERE IS NO DANGER AT THIS TIME. These words are likely from ______.

A.the captain of a vessel in distress

B.representative of ship owners

C.an officer from port authorities

D.the pilot of a vessel entering a port in foreign country

The father repeatedly __________ with the police officer to set his daughter free, holding firm to his belief that she was innocent.

A、argued

B、protested

C、angered

D、pleaded

A、avoiid

B、reject

C、refuse

D、neglect

Even though Jenna was speeding，the police let her go with a _________（警告）

Do you know ______ ？

A.where is the chief officer

B.where the chief officer is

C.is where the chief officer

D.the chief officer is where