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Passage Two
文章二
The way to complain is to act business-like and important.
正式地表達投訴的方式是很重要的。
If your complaint is immediate, suppose you got the wrong order at a restaurant, make a polite but firm request to see the manager.
如果你的投訴比較直接，假設你在餐廳里的菜單出現失誤了，禮貌地提出要見經理的請求。
When the manager comes, ask his or her name. And then state your problem and what you expect to have done about it.
當經理來的時候，首先要問他或她怎么稱呼。然后把你的問題以及你所期望的處理方式告訴他。
Be polite! Shouting or acting rude will get you nowhere. But also be firm in making your complaint.
一定得禮貌！大聲喊叫或粗魯無禮將使你顏面掃地。但不是說不將你的不滿表達出來。
Besides, act important. This doesn't mean to put on airs and say "do you know who I am?"
此外，行動很重要，這并不意味著擺架子，說：“你知道我是誰嗎？”
What it means is that people are often treated the way they expect to be treated.
它是指人們通常會以他們期望得到的對待方式來對待別人。
If you act like someone who expects a fair request to be granted, chances are it will be granted.
如果你的行為符合一個要求被給予公平的人，那么很有可能會被給予。
The worst way to complain is over the telephone- You are speaking to a voice coming from someone you cannot see.
最糟糕的投訴方式是電話，你是跟一位你看不見的人說話。
So you can't tell how the person on the line is reacting. It is easy for that person to give you the run-around.
所以你不知道對面的人是什么反應。這樣很容易讓你吃啞巴虧。
Complaining in person or by letter is generally more effective. If your complaint does not require an immediate response, it often helps to complain by letter.
親身投訴或被寫信投訴是比較有效的。如果你的投訴不需要立即回應，就可以通過信件來投訴。
If you have an appliance that doesn't work, send a letter to the store that sold it.
如果你的計算機壞了，給賣家寄一封信。
Be business-like and stick to the point. Don't spend a paragraph on how your uncle John tried to fix the problem and couldn't.
文明禮貌，簡單直接。不要啰里啰唆把事情復雜化。
Questions 20 to 22 are based on the passage you have just heard.
問題20到22是基于你剛剛聽到的文章的。
Question 20.What does the speaker suggest you do when you are not served properly at a restaurant?
問題20。當在餐館就餐出現問題時，作者建議怎么做？
Question 21.Why does the speaker say the worst way to complain is over the telephone？
問題21。為什么說打電話投訴是最不可靠的方式？
Question 22.What should you do if you make a complaint by letter?
問題22。寫信投訴的話應該怎么做？
