导游人员在接待服务中，面对旅游者的口头投诉，应该（）。

A．据理力争

B．认真处理，积极弥补

C．核查、分析投诉原因

D．认真倾听

E．继续做好服务工作

The presentation layer is concerned with the （）and semantics of the information exchanged between two systems. The processes in two systems are usually exchanging information in the form of character （）, numbers, and so on. The information should be changed to bit （） before being transmitted. Because different computers use different encoding systems, the presentation layer is responsible for （） between these different encoding methods. The presentation layer at the sender changes the information from its sender-dependent format into a common format. The presentation layer at the receiving machine changes the common format into its （） -dependent format.

The presentation layer is concerned with the （）and semantics of the information exchanged between two systems.

A．frequency

B．syntax

C．dialog

D．format