US Companies With The Best and Worst Customer Support

Unlocking Word Meanings
Read the following words/expressions found in today’s article.

1. fed up (idiom) [fed] [uhp] – to be tired of doing or experiencing something

Example: I resigned from my home- based writing job because I was fed up.

2. query (n.) [kweer-ee] – a question or request for information

Example: The sales clerk immediately answered my query about credit cards.

3. topnotch (adj.) [top-noch] – excellent; meeting the highest standard

Example: Ms. Smith, a topnotch opera singer, received a loud applause from the audience.

4. compliment (v.) [n. kom-pluh-muhnt; v. kom-pluh-ment] – to praise or express appreciation  

Example: The boss complimented his employees for a job well done.

5. below par (idiom) [bih-loh] [pahr] – less than that expected

Example: He lost in the competition because his performance was below par.

Article

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A study by Consumer Reports Magazine in US reveals that many Americans are fed up with poor customer care.

Based on a phone survey conducted to determine the customers’ level of satisfaction, the results show that 64 percent of 1,010 Americans walk out of stores due to poor assistance from salespersons, while 67 percent hang up their phones even before they get response for their queries.

Specifically, most consumers complain about impolite salespersons and personnel who cannot be reached over the phone.  

Among companies, consumers consider Southwest Airlines topnotch in terms of staff performance. They also gave high ratings to Apple and Micro Center because their employees know a lot about computers.

In addition, consumers again complimented Apple for offering technical support over the phone.

On the other hand, companies which performed below par included Walmart discount stores, Sam's Club and Costco Wholesale due to unqualified sales persons; US Airways for poor flight crew performance; and computer manufacturers such as Acer, Asus, Dell, HP/Compaq, Sony and Toshiba for poor technical support for customers.

Viewpoint Discussion
Enjoy a discussion with your tutor. 

Discussion A

·         Have you ever had a bad experience with store personnel?

·         What must companies do to improve customer service?

Discussion B

·         Do you think that good customer service alone can improve sales?

·         How do you think can dissatisfaction affect a company?

Android and Apple: the same or different?

Unlocking Word Meanings
Read the following words/expressions found in today’s article.

1. enthusiast (n.) [en-thoo-zee-ast, -ist] – an individual who is very much interested or involved in something

Example: A number of boxing enthusiasts gathered yesterday for their annual meeting.

                              

2. imitate (v.) [im-i-teyt] – to copy something or use something as a model

Example: Most young children learn by imitating the people around them.

   

3. resemble (v.) [ri-zem-buhl] – to look like similar to something (or someone)

Example: She resembles her father more than her mother

4. stand out (phrasal v.) [stand] [out] – to be different or to be extraordinary

Example: Her excellent performance made her stand out in the show.

5. synchronization (n.) [sing-kruh-nahyz-shun] – the state when things happen or work at the same time

Example: To transfer files from your cellphone to the computer, you must click the synchronization button. 

Article

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Android and Apple products, manufactured by different companies, are more alike than different says software enthusiast Jared Spurbeck.

Spurbeck claims Android gadgets like Samsung imitate most of Apple’s basic design.

Samsung’s Galaxy Tab, an Android tablet, resembles   the Apple’s iPad except for its operating system and that it’s offered in three different sizes.

Spurbeck adds that Android manufacturers add unique features lacking in Apple in order to make their products stand out in the market. For example, Barnes and Noble modified Android’s interface to be more user-friendly.

On the other hand, Spurbeck says that Apple also copied some features of Android. For instance, Apple has a similar synchronization system which Android use in order to be compatible with Google applications on the web.

Steve Jobs, co-founder and CEO of Apple Inc., explained that there can never be a truly original creation because people invent things by using the knowledge they gained from using existing products.

Viewpoint Discussion

Enjoy a discussion with your tutor. 

Discussion A 

·         What are the disadvantages of all these latest breakthroughs?

·         Do you think that all people should buy these products?

Discussion B

·         Do you agree with Steve Jobs that creations can’t be truly original?

·         Is originality important in product making? Why or why not?

Increasing Calcium Intake Does Not Prevent Bone Diseases

Unlocking Word Meanings
Read the following words/expressions found in today’s article.

1. calcium (n.) [kal-see-uhm] – a mineral that is present in the human bone

Example: People with weak bones have low calcium levels in the body.

2. fracture (n.) [frak-cher] – the breaking of bones

Example: I had a knee fracture after I accidentally fell down the stairs.

   

3. advise (v.) [ad-vahyz] – to help or guide someone in order to prevent or solve a problem

Example: When I was choosing my major, my father advised me to take up engineering. 

4. dairy (n.) [dair-ee] – food that contains milk or milk products

Example: Cows are the main source of dairy products.

5. multivitamins (n.) [muhl-ti-vahy-tuh-min] – a substance that contains several vitamins

Example: Every day, I take multivitamins that has iron, calcium, vitamin A and vitamin B.

Article

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Swedish researchers have found that taking more calcium does not prevent bone diseases like fracture and osteoporosis.

The researchers monitored more than 60,000 women for a period of 19 years. From their study, the results showed that 24% of the women suffered from fracture, while 1 out of 5 for every group of 5,000 developed osteoporosis. In addition, those women who took 750mg of calcium faced the same risk as women who consumed 1135mg.

However, experts agree that low calcium intake still puts a person at risk of bone diseases. In UK, the recommended amount of calcium is 700mg. On the other hand, European Union sets a slightly higher amount at 800 mg.

A recent survey in UK shows that 50% of British women have calcium intake lower than 800 mg. Experts advise that these women increase their calcium intake from 700 to 750 mg a day by eating high-calcium food like dairy, apricots, leafy vegetables, and almonds. Multivitamins and supplements can also be taken as additional sources of calcium, experts added.

Viewpoint Discussion

Enjoy a discussion with your tutor. 

Discussion A 

·         Why should people know the latest news about health?

·         Do you think it is helpful for people to always listen to news about health? Why or why not?

Discussion B

·         Do you think it is necessary to take vitamins even if you eat healthy food?

·         What do you think are the advantages and/or disadvantages of taking vitamins or food supplements?

Scented Clothing Can Improve Memory and Mood

Unlocking Word Meanings

Read the following words/expressions found in today’s article.

1. conceptualize (v.) [kuhn-sep-choo-uh-lahyz] – to make or form an idea

Example: Our team conceptualized the project after we finished the research.

2. give off (idiom) [giv] [awf, of] – to produce a certain smell

Example: Most flowers give off a pleasant smell.

   

3. fabric (n.) [fab-rik] – a material made from thread woven together; cloth

Example: The fabric used for her wedding gown is expensive.

4. sensor (n.) [sen-sawr, -ser] – a device that sends a signal

Example: The door in the laboratory opens when light hits the sensors attached to it.

5. deterioration (n.) [dih-teer-ee-uh-rey-shuhn] – the state in which something loses effectiveness or breaks down

Example: Old buildings suffer from deterioration because of poor maintenance.

Article

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A British researcher from Fashion and Textile Design at the University of the Arts in London has conceptualized  a kind of clothing that gives off scent .

Jenny Tillotson calls her idea the Smart Second Skin. Designed to have tubes wired throughout the whole fabric, the scented clothing can help people improve their mood, communicate with others and even avoid memory loss.

Using a built-in timer, people can set the time when they want the clothing to release a particular scent. For instance, it can give off the scent of coffee in the morning to boost one’s energy or the scent of flowers at night to calm one’s mind and body before sleeping.

It can also be connected to body sensors which can monitor heart rate and stress levels of a person. Once the sensors read that a person is stressed, the clothing will release a relaxing scent.

Aside from improving one’s mood, scent can also be a communication tool as seen in insect behavior. Through the scent coming from the clothing, people can talk, find or remember each other.

Since scent aids memory, the clothing can help prevent Alzheimer, a disease which makes older people lose memory. As people grow older, their sense of smell weakens along with the deterioration  of memory. The clothing can release familiar scents of people they know or places they love in order to sharpen their memory.

Tillotson got the inspiration for the idea when she worked with AIDS patients. She discovered that unpleasant hospital smell weakens patients, while pleasant smell improves recovery.

Viewpoint Discussion

Enjoy a discussion with your tutor. 

Discussion A

·         Do you think it’s possible to come up with such clothing as presented in the article? Why or why not?

·         Do you think that all science inventions are useful for people?

Discussion B

·         What are the limitations of technology?

·         How can scientists who invent technology benefit from nature?

French Study Shows Amazon Tribe Knows Geometry

Unlocking Word Meanings

Read the following words/expressions found in today’s article.

1. innate (adj.) [ih-neyt, in-eyt] – something that is already present since one’s birth

Example: The ability to make sounds is innate in all human beings.

2. tribe (n.) [trahyb] – any group of people that are joined together by common ancestors, way of life and/or loyalty to a leader

Example: People from the tribe of Eskimos all know how to hunt whales.

   

3. concept (n.) [kon-sept] – an idea

Example: The concept of democracy is hard to explain.

4. accurately (adv.) [ak-yer-it-lee] – done without error or mistake

Example: He won the contest because he answered the questions accurately.

5. counterpart (n.) [koun-ter-pahrt] – a person or thing that has the same function or quality as another

Example: A governess is the female counterpart of a governor.

Article

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Knowledge of geometry may be innate according to an experiment by French scientist Pierre Pica.

In most formal schools, people learn geometry using the principles introduced by the Greek mathematician Euclid 2,300 years ago. Pica and his team wanted to find out if other cultures which do not have formal education are able to answer geometry questions.

In his experiment, Pica involved 22 adults and 8 children from an Amazon tribe called Mundurucu. The tribe does not have words for geometrical concepts like square, triangle, lines and points, so Pica presented them with everyday situations that lead to questions concerning geometry.

The participants answered accurately even without formal training in geometry. Pica then compared the answers of the Mundurucu to French and American participants who answered similar questions. The answers of Mundurucu participants matched their Western counterparts.

Pica got a more surprising result when he asked the Mundurucu a question based on a non-Euclidean concept. This concept opposes Euclidean geometry which is normally taught in formal schools. Mundurucu participants answered the questions more accurately than the Western participants who were trained in Euclidean geometry.

Pica’s experiment reveals that knowledge of geometry does not depend on language or formal training and may, in fact, be innate. In addition, it suggests that western education can be misleading because as demonstrated in the experiment, not all concepts used in western education apply to all situations.  

Viewpoint Discussion

Enjoy a discussion with your tutor. 

Discussion A

·         Why do you think western education is used in most schools across the globe?

·         Do you think non-western schools should use their own knowledge in education? Please explain your answer?

Discussion B

·         Do you enjoy math? Why or why not?

·         In what situations do you think do we use or need mathematics?

Mislabeled Fish Packages Alarm Scientists

Unlocking Word Meanings

Read the following words/expressions found in today’s article.

1. mislabeled (adj.) [mis-ley-buhld] – having that a label that is wrong, misleading

Example: I took the wrong medicine because the bottle is mislabeled.

2. endangered (adj.) [en-deyn-jerd] – something that is in danger of disappearing

Example: Polar bears are endangered because they are always hunted down.

   

3. bar code (n.) [bahr] [kohd] – a series of lines with different thickness and are read by scanner to reveal information such as price, address, identification, etc.

Example: Every product in the supermarket has a bar code to easily know how much they cost.

4. database (n.) [dey-tuh-beys] – a very large collection of data that is in digital form

Example: The company has a database of clients which they update every month.

5. malpractice (adj.) [mal-prak-tis] – improper or wrong practice

Example: Doctors who ask patients to buy expensive drugs commit malpractice.

Article

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Marine scientists are concerned with the growing number of mislabeled fish packages in many supermarkets. In a study across North America and Europe, 20 to 25 percent of seafood products have fake labels. Cheaper fish meats are packed as expensive fish, while rare fish species   are not identified as endangered.

Environmental group Oceana says agencies like Food and Drug Administration slack at monitoring mislabeled products. Their old monitoring system, which involves checking protein from fish samples, returns unreliable results. As an alternative, inspectors track the paperwork of fish deliveries and watch for any changes in labels. But this method also takes a lot of time.

To address this problem, scientists propose the use of DNA bar coding which allows inspectors to compare DNA from fish samples to a database of fish species. The cost of testing is not much. Laboratories charge $2000 for every 100 samples, equivalent to $20 per sample. If an agency owns the equipment, the cost can be $1 per sample.

Scientists claim that bar coding is becoming more accessible today. They predict that in the next ten years, inspectors will have hand-held DNA bar coding system.

However, stopping this widespread malpractice may take time because fish dealers continue to profit from it. In the meantime, consumers suffer as they pay more for cheaper fish and they become unaware that they are buying endangered fish species.

Viewpoint Discussion

Enjoy a discussion with your tutor. 

Discussion A

·         Why do some people enjoy eating endangered or rare fishes?

·         Why should people protect endangered fishes?

Discussion B

·         How would you feel if you find out that you bought a cheap fish instead of one with high quality?

·         What would you do if you find out that the labels in the fish package you bought are wrong?

China Promises Peace at South China Sea

Unlocking Word Meanings

Read the following words/expressions found in today’s article.

1. dispute (n.) [dih-spyoot] – a misunderstanding or disagreement

Example: The dispute over money caused problems in the company.

2. minister (n.) [min-uh-ster] – a person chosen by a government to be the head of a specific department

Example: The Minister of Education started projects for public schools.

   

3. stake out a claim (idiom) [steyk] [out] [uh] [kleym] – to say that you own something

Example: I found this pen so I’m staking out a claim on it.

4. surveillance (n.) [ser-vey-luhns] – a watch or observation of something or someone

Example: To prevent robbers from stealing, surveillance cameras are attached all over the building.

5. impending (adj.) [im-pen-ding] – about to happen, usually something that is threatening or dangerous

Example: The black clouds signal an impending storm.

Article

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China promised its neighbouring countries that they will maintain peace and order in the South China Sea region where a strong dispute over its oil remains a threat.

China’s Defense Minister Liang Guanglie  said that even though their economy and military power are strong, they will not attempt to threaten nearby countries—namely, Vietnam, the Philippines, Taiwan, Brunei and Malaysia—which are all staking out a claim on an area in the South China Sea mainly for its rich oil deposits.

Recently, Vietnam reported an incident in which the surveillance cables of their ship used for searching oil deposits were cut. Another similar incident happened to a Philippine vessel. The said vessel was confronted by Chinese ships during an exploration. Philippine President Benigno Aquino fears that the disputes between countries might ‘spur a regional arms race’.

Likewise, the US government worries about the impending danger caused by the misunderstanding between the countries involved. In 2010, Senator Hillary Clinton said that the problem in South China Sea is a matter that concerns the US government as well.

Viewpoint Discussion

Enjoy a discussion with your tutor. 

Discussion A

·         What do you think are the advantages and disadvantages if the South China Sea remains to be unclaimed?

·       Among the countries staking out a claim on the said area, which country or countries do you think should have it?

Discussion B

·         What is the reason why countries should have strong military power?

·         Do you think it is right for countries to build their military strength? Why?