Language Study
Reading 1 Customer Service
1. Recently, there have been a lot of complaints about customer service. (para.1)
complaint about: statements that tell your dissatisfaction, unhappiness 投诉，抱怨
complain (about) v.
eg. Deating was dismissed because of the complaint about the quality of his work.
   She often complains about not feeling appreciated at work.
2. More people perform services than before, poor customer service is more common. (para.1)
perfoem: v. to do something, especially something difficult or useful 履行，做
eg. Everyday emergency operations are performed in hospitals.
   She was firedfor not performing her duties outlined in her contract.
3. …in fact, these companies seem less concerned than smaller businesses. (para.2)
concern: 关注，焦虑
1) v. to care about, or worry about
eg. He is concerned about his mother’s sickness.
   We are concerned about the progress of our university.
2) n. care, attention
eg. He shows constant concern about how his wife is feeling.
   Our headmaster went to see the sick student with great concern.
4. This is called a monopoly. (para.2)
monopoly: the control of an entire market by only one person, business, or organization 垄断，专卖
eg. The government has laws against monopoly in many industries. 在许多行业中政府制定了法律取缔垄断。
5. The airlines call it “premium service” (para.3)
premium: an extra amount especially for something special 加价，加付款
eg. He paid a premium for that house because of its beaugiful view. 由于那座房子的事也很美，他又加付了钱。
6. Bank often charge customers for even simple services. (para.4)
charge…for…: to ask someone for an amount of money for something he is buying 因……收费
eg. The shop is charging her for the glass she broke. 商店要她赔打碎的玻璃。
   We were so surprised that the hotel charged us $40 for the wine.
7. Although consumers care about price, they say service is still very important to them. (para.6)
eg. The only thing that he seems to care about is money.
   He does not care about anyone but himself.
8. Department stores with good service sell more than those that focus only on prices. (para.6)
focus on: to give special attention to one particular person or thing 将注意力集中于，关注
eg. We need to focus public attention on this issue.
   His speech focused on health care reform.
   The American economy also focuses on productivity. (para.8)
9. …and each of those people share that story with nine others, and so on. (para.9)
share v. to use or experience with others 分享，共同拥有
eg. The little girl shared her toys with others.
   They shared the cake between them.
   They shared a room at university and have been friends since then.
10. The smallest problem can result in a big headache for a company. (para.9)
result in: to make something happen; cause 导致，造成
eg. There was an accident that resulted in the death of two passengers.
   His neglect of his duty resulted in heavy loss in the project.
11. So customer service pays, but how much? (para.10)
pay v. if a particular action pays, it will bring you a good result or advantage 有利，合算
eg. It pays to read that book. 读读那本书是值得的。
It pays to get some professional advice before you make a decision.
Reading 2 Groceries Online
12. Sharon Suarez dreams of the day when she won’t have to carry groceries from her car to her house. (para.1)
dream of: to think about something that you would like to happen or have 梦想
eg. She has entered the university that she dreamed of.
   He has got the sort of money that you and I can only dream of.
13. “I’ve never done it, but it sounds great,” Ms. Suarez said. (para.2)
sound
1) v. if something sounds good, bad, strange, etc. that is how they seem to you 听起来，似乎
eg. The whole story sounded very odd.
   The cost sounded right for a decent hotel room.
2) n. something that can be heard 声音
eg. Stand still and don’t make a sound. 站着别动，别出声
   I have heard the sound of music.
14. …most people don’t want to buy produce the same way. (para.4)
produce n. food and other things that have been grown on a farm 农产品(总称)
eg. The weekly market sells mainly fruit, vegetables and dairy produce.
15. They like to walk in the aisles, and see what new items are available. (para.4)
available a. something that is available is able to be used or are easily to be bought or foune 可用的，有卖的，可以找到的
eg. Funds are available to assist teachers to attend conferences.
   There are plenty of jobs available in that area.
16. Shoppers also worry about spoiled food, large delivery charges, and late deliveries. (para.4)
spoil v.
1) to have a bad effect on something so that it is no longer attractive, or useful etc. 损坏，搞糟
eg. The park is spoiled by the litter.
   We didn’t let the incident spoil our day.
   Why do you always spoil everything.
2) to give children everything they want, or let them do whatever they like 宠爱
eg. His mother and sisters spoil him very much.
   She is the only child, but they do not really spoil her.
17. While online shopping appeals to a certain group of the people, there will always be some who enjoy shopping for their own groceries. (para.6)
appeal v.
1) (~ to) be attractive and interesting 吸引
eg. The idea of spending two weeks abroad really appeals to many people.
   Many lectures in the university appeal especially to college students.
2) to make a serious public request for help, money, information, etc. 要求，呼吁
eg. Farmers have appealed to the government for help.
   The police appealed to the crowd not to panic.
3) to make a formal request to a court or someone in authority asking for a decision to be changed 上诉
eg. She appealed to the High Court against her sentence.

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