宝春

各位同学们，为了督促帮助大家持续提升英语能力，培君老师们特意给大家准备了托福每日一包。每天覆盖听说读写内容，坚持完成两周以上，就能见到自己的英语能力不断上涨哟。

1.听写包 答案：

So if you are in the service industry, as a marketer, you always need some kind of service recovery plan.

Your plan must be in place before a failure occurs and it must also be communicated promptly to everyone in your organization who deals with customers so they’ll know what to do.
Service recovery encompasses all the actions taken to get a disappointed customer back to, uh, well, back to a state of satisfaction.
So if your car rental agency couldn’t provide the size car your customer wanted, but your policy is to provide a roomier car for the same price.
You customer would probably be happy, might even restore his faith in your company.
Research has in fact identified service recovery as a significant determinant of customer loyalty.
I see what you mean. Every year, my family goes on vacation together.
And a few summers ago, when we were in Chicago, it was really really hot. And guess what?
The hotel’s air conditioning broke and everyone was complaining.
What the hotel did...they actually didn’t charge anybody for that weekend.
But the funny thing is that even though we had that horrible experience at that hotel, because they were so quick to appease us,
we usually stay at that same hotel every time we go to Chicago.
所以如果你在服务行业，作为一个市场营销人员，你一直都需要某种服务补救方案。
你的方案必须在一个失败发生之前就位，而且你必须迅速跟团队中每一个与顾客打交道的人沟通这个方案，这样他们就知道该怎么做了。
服务补救要包含为了令一位失望的顾客重新回到满意状态而采取的所有行动。
所以如果你的汽车租赁公司无法提供顾客想要的车型，但是你们的政策是可以用相同的价格提供一辆更宽敞的车。
你的顾客可能会很满意，甚至也许会重塑他对你公司的信任。
实际上，研究将服务补救确定为带来顾客忠诚度的一个重要的决定因素。
我知道你什么意思。每年我的家人都会一起去度假。
几年前的夏天，我们去了芝加哥，那里非常非常热，而且你猜怎么的？
旅馆的空调坏了，每个人都在投诉。
旅馆做的是......他们真的那个周末一分钱都没收。
但是搞笑的是，即使我们在那个旅馆有了那么糟糕的体验，但是因为他们很迅速地对我们做出了安抚，
我们每次去芝加哥的时候通常还是会住在那家旅馆。

2.阅读包答案：

事实上,我们很难想象，一个对加拿大宪法的基本特征没有清楚理解的记者如何能胜任政治方面的报道工作。

3.写作包答案：

White spirit，as a special form of Chinese culture, has a history of more than 5,000 years. According to the book The Spring and Autumn in the Cup by Lin Chao，white spirit drinking is something of learning rather than eating and drinking. There are many stories about white spirit in Chinese history. The great poet Li Bai in the Tang Dynasty could “write 100 poems after drinking white spirit”，and the more white spirit he drank, the better his poem would be. White spirit plays an extremely important role in Chinese folk custom. Spirits are used to celebrate different festivals，wedding ceremonies and birthday parties，to memorize the departed，to welcome and send off relatives and friends, to congratulate the good news and to get rid of anxiety，to cure diseases and prolong life，both for emperors and ordinary people.