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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
产品和服务不令人满意是常有的事。当你对卖家的服务或商品不满时，你应该说出来。这样做可以让商家了解自己产品的缺陷，这样的缺陷可能是导致公司效益不景气的主要原因，而商家对此却毫不知情。你的建议可能引起公司对产品缺陷方面的重视。
你还可以写投诉信要求商家赔偿自己的损失。如此可以避免通过法律途径解决这类纠纷，而且给了商家一个弥补的机会。大多数商家都很看重他们的生意和名誉，一般他们会主动替换有瑕疵的商品或在必要时退款。这是商家回应投诉的最佳方式。没有商家愿意这样大费周折，但是一封言辞得当的投诉信让商家不得不这样做。
写投诉信时，你最好牢记一下几点：首先，写投诉信要客气，但语气要坚定。一味愤怒地指责商家是不会理睬的。第二，陈述要合情合理，证明责任确实在于商家。第三，详细地说明产品的缺陷以及你希望如何处理这件纠纷。最后，你需要告诉商家因为他们的疏忽给自己带来了怎样的伤害或不便，这可以让你要求赔偿的论据变得更有说服力。
13. 如何向商家表达自己的不满？
14. 大多数商家是如何处理客户投诉的？
15. 为什么需要将产品缺陷造成的伤害或不便告知商家？
译文属可可原创，仅供学习和交流使用，未经允许不得转载
