Fill in the blanks with the words or terms given below. Change the forms if necessary. 将下列的词语,填入到短文的空中,注意,有些词语可能要变化一下形式。 internet, n. 互联网, basis, n. 基础,形式 distribute, v. 分销,分送,派送 download, v.下载 issue, n. 问题; v, 发布,宣布,提供给.. automatically, adv.自动的 purchase, v&n. 购买,采购 relevant, adj. 相关的 ensure, v.确保,和make sure同义 function, n.功能 dramatically, adv.戏剧化的,变化非常大的 extensive, publish, v.发布,刊登,发表 verbal, adj. 口头上的,语言的 achieve v. 实现 Customer service is one 1 of logistics that has benefited greatly from the Internet. The cost of customer contact has dropped 2 . One estimate of cost per customer contact was $10 in person; $7.50 for a telephone call; and only 18 cents for a contact via the 3 . Owner’s manuals can be placed on Web sites for users to read or 4 . They can be much more 5 than a firm might care to print and distribute with each individual product. They can also include some interactive processes that might help the consumer self-diagnose problems with his or her 6 . Dell Computers receives over 100,000 customer product support queries weekly. E-mail addresses or connections are also offered on some customer service Web sites. Firms can also 7 their customer service policies on their Web sites. One outlined its complaint procedure this way: “When a complaint is received, it is 8 logged, a complaint file is created and a reference number allocated to it via the system. The Complaint Services Manager receives, monitors and distributes the complaints to the 9 Client Manager. The Client Manager decides on the best way forward, and 10 contact is made to the complainant within the same working day. The Customer Service Manager will monitor each complaint file, on a 24-hour 11 , to 12 all of e-clear’s Customer Service Standards are met and a satisfactory outcome has been 13 within the set time scale.” An adjoining page provided a form that the unhappy customer could use to describe the nature or his or her complaint that would be submitted as e-mail. Use of the Internet for customer service applications is increasing rapidly. System security is an 14 , in part because customers are afraid their personal data will be 15 to others. Unscrupulous people are also developing ways to defraud companies via their customer service Web sites.