但当我打电话询问客服部门时，接电话的女孩态度非常粗鲁。一方面她总是打断我的话，另一方面她甚至说错误在我。这样对待客户的态度实在让人难以接受。
我建议对这个女孩进行惩罚，另外告诉该如何对待客户。我希望她能向我正式道歉。
请早日回复。
真挚的：堂娜
十. 咨询信
范文
Directions: You are going to study at a foreign university. Write a letter inquiring about the specific information as regards accommodation, fees and qualifications there. Your letter should be no less than 100 words. You dont need to write the address. Dont sign your own name at the end of the letter, use Li Hua instead.
Dear Sir or Madam,
I am a Chinese student who wishes to pursue further study at your university. I plan to start my course next semester, and it would be highly appreciated if you would provide me with some essential information.
First, how much are the tuition fees? Though I intend to be selfsupporting, I would be interested to know if there are any scholarships available for international students. Second, I wonder what qualifications I need to follow a course at your university, now I have got a masters degree in a Chinese university, is it enough? Third, as regards to accommodations, if possible, I would like to have a single room, but if single rooms are expensive, I would be willing to share.
I am looking forward to your reply, and to attending your esteemed institution.
Yours sincerely,
Li Hua
译文
亲爱的先生/女士：
我是一个中国学生，我想到贵校继续深造。我打算下学期开始上课，如您能告知我一些基本的信息将感激不尽。
首先，学费是多少？尽管我想自费，但如果有为国际留学生提供的奖学金我也非常感兴趣。第二，我想知道到贵校上学需要什么资格，我现在拿到了中国一所大学的硕士学位，这样可以吗？第三，至于住宿条件，如果可能我想要单人房间，但如果单人房间太贵，我也可以合住。
我期待着您的回复，更希望早日成为贵校的一员。
您诚挚的：李华
十一. 备忘录
范文
Directions: Someone put forward a proposal to adopt the “punchin” system in her memo in June 12, 2006. Write a memo to her with the information below. Your memo should be in no less than 100 words.
To: Mr. Brown manager of operations
From: Betty Green Supervisor
Subject: comments on the "punchin" system
Date: September 21
This is further to your memo dated back to June 12, 2006, in which you proposed that the employees adopt the “punchin” system.
I fully agree with you that we should take measures to increase the productivity and that we would a tighter control over the employees if the “punchin” system is adopted. However, honestly speaking, I dont think that adopting a tighter system will increase productivity. The most effective way to increase productivity, in my opinion, is to give the employees more incentives to work. I think we could further discuss other possibility of achieving this goal.
Your consideration of this suggestion would be highly appreciated.
Yours sincerely,
Betty Green
译文
这是回复你2006年6月12日的备忘录，当时你建议所有的员工采用打卡考勤制度。
我非常同意你的看法，我们应该采取措施提供工作效率，如果采用打卡考勤制度我们可以更严格的控制员工。但说实话，我并不认为实行打卡制度就可以提高工作效率。我认为，提高工作效率最好的办法就是给员工更多的鼓励。对于实现这一目的的方式我们还可以继续探讨。
希望你能认真考虑这个建议。
你真挚的：贝蒂·格林
十二. 摘要
范文
Directions: Study the following essay carefully and write a summary in about 100 words.
Student Rights
By Jeff Bakersfield
Who knows better than the students themselves what a university should do for them and how they should be treated? Yet how often do students have any say at all in such important issues as faculty selection, curriculum planning, and scheduling? The answer is obvious: never. If university administrations refuse to include student representatives in the decision-making process, something drastic must be done.
Lets examine what is happening right here on our own campus in the areas mentioned above. The first major issue is the selection of faculty members. Never in the history of this college has a student been permitted to interview, examine the credentials of, or even meet prospective professors. All hiring is done by a joint administrativefaculty committee, often made up of people who will not even have extensive dealings with the individuals after they begin teaching. Those who have the most at stake and whose lives and academic careers will be governed by the professors - the students themselves - never even meet the new teachers until the first class meeting. No one is better equipped to evaluate a professors ability to communicate with students than those whom he or she intends to teach. Anyone can read curriculum vitae to ascertain the level of professional training and experience someone has had, but the best judges of a teachers ability to teach, which is the primary function of any professor, are undoubtedly the students themselves.
