学习重点：1 主题词汇 ， 2有趣的表达
标题
1 call sb to account: ask one to explain and justify one's behavior, policy, performance, etc. 责问，清算
2 a customer complaint 客户投诉
P1
1 句型：Nothing is more likely to do A than B
造句：Nothing is more likely to win a woman's favor than flowers. 送花给女生最讨人欢喜
2 go viral 火了
3 blow sth out of proportion 夸大
4 pick up the story 从这里的用法可以推断，pick up （on）a/ the story 的介词on可以省略
5 主题词汇：plucky members of the public 勇敢，heartless corporate Goliath 无情的公司，consumer gripes 抱怨， sabotage a brand's reputation 破坏品牌声誉
P2
1 观点围绕……展开 views of companies are centred on the issues of ....
造句：Views of interpersonal relations are centred on the issue of courage and contribution.
2 表现为 be expressed in sth
3 speak to sth: to address, indicate or signal sth
4 undermine 与前文sabotage 相呼应
5 alike 注意小词的用法，强调也是如此
6 主题词汇：handle customer disputes 解决客户纠纷，rebuild public confidence 公众信任
P3
1 piece 这里指的是事件
2 fruitless complaints 无果的 ，意为 unsuccessful
3 restitution 赔款
P4
1 the corporate culture 公司文化
2 把乘客拖下飞机 drag a passenger off a plane
3 区别 make way for sb/sth 给……腾地儿 与 make way to sth 被……取代
P5
1 thus的位置在must与be 之间，thus我们常常放在句首。这里的用法突出主语，迫使thus让出句首位置。
2 when doing sth 伴随状态
3 good name 好名声
4 也是 as do sth 倒装
造句：Production costs money, as does recycling.
5 call centers 客服中心 职能是 respond quickly to queries and complaints 及时提供咨询、处理投诉
P6
1 however 同样让出句首位置，放在句中
2 one-off complaints 一次性的投诉
P7
1 offer refunds退款
2 pay out 偿付，赔付
P8
1 cushion the blow 缓冲打击to make a bad situation less severe
2 market oneself as doing 自我标榜……
P9
1 have a monopoly on sth 垄断
2 put a tremendous strain on sth 造成压力
3 at a time when 这里强调所处的时刻意义不同
P10
1 go into administration 进入行政托管流程（面临破产）
2 cash squeeze 现金紧缩
3 go bust 破产，倒闭
P11
1 an exercise in sth for sb 某方面的一次演练
2 rule of thumb 经验法则
3 hold oneself to one's promises 信守承诺
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