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Passage Two
Not every service or product meets your satisfaction. When you are dissatisfied, you should voice your dissatisfaction. One reason for doing so is to help the vendor know there is a problem. The problem may have been created at a lower level in the vendor's company, and the vendor himself may know nothing about it at all. You help him when you bring weaknesses or failures to his attention.
(13) A second reason for writing a letter of complaint to a vendor is to seek compensation. You may not wish to pursue the matter so far as to take; legal action, but you may wish to give the vendor the opportunity of making good. (14) Most vendors value their business and reputation, and they may actively replace defective goods or refund money when necessary. This is the preferred way of making a vendor answer your complaint. No vendor likes to do so, but your carefully worded letter of complaint may motivate him to do so.
When you write a letter of complaint, you'd better keep these tips in mind: Firstly, be polite, though firm. You will not win a vendor's cooperation by anger. Secondly, be reasonable. Show logically and factually that the fault lies with the vendor. Thirdly, be specific about what is wrong and what you want. (15) Lastly, tell how you have been hurt or inconvenienced by the problem. This strengthens your argument for compensation.
13. According to the speaker, how can you express your dissatisfaction?
14. According to the passage, how do most vendors deal with customers' complaints?
15. Why do the customers express the inconvenience caused by the problem?
文章二
產品和服務不令人滿意是常有的事。當你對賣家的服務或商品不滿時，你應該說出來。這樣做可以讓商家了解自己產品的缺陷，這樣的缺陷可能是導致公司效益不景氣的主要原因，而商家對此卻毫不知情。你的建議可能引起公司對產品缺陷方面的重視。
你還可以寫投訴信要求商家賠償自己的損失。如此可以避免通過法律途徑解決這類糾紛，而且給了商家一個彌補的機會。大多數商家都很看重他們的生意和名譽，一般他們會主動替換有瑕疵的商品或在必要時退款。這是商家回應投訴的最佳方式。沒有商家愿意這樣大費周折，但是一封言辭得當的投訴信讓商家不得不這樣做。
寫投訴信時，你最好牢記一下幾點：首先，寫投訴信要客氣，但語氣要堅定。一味憤怒地指責商家是不會理睬的。第二，陳述要合情合理，證明責任確實在于商家。第三，詳細地說明產品的缺陷以及你希望如何處理這件糾紛。最后，你需要告訴商家因為他們的疏忽給自己帶來了怎樣的傷害或不便，這可以讓你要求賠償的論據變得更有說服力。
13. 如何向商家表達自己的不滿？
14. 大多數商家是如何處理客戶投訴的？
15. 為什么需要將產品缺陷造成的傷害或不便告知商家？
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