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Complaining about faulty goods or bad service is never easy. Most people dislike making a

fuss. But if something you have bought is faulty or does not do what was claimed for it, you are not asking for a favour to get it put right.(76)It is the shopkeeper's responsibility to take the complaint seriously and to replace or repair a faulty article or put right poor service, because he is the person, with whom you have entered into an agreement. The manufacturer may have a part to play but that comes later.

Complaints should be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have. Ask to see the buyer in a large store. In a small store the assistant may also be the owner so you can complain direct. In a chain store ask to see the manager.

Even the bravest person finds it difficult to stand up in a group of people to complain, so if you do not want to do it in person, write a letter. Stick to the facts and keep copy of what you write. At this stage you should give any receipt numbers, but you should not need to give receipts or other papers to prove you bought the article. If you are not satisfied with the answer you get, or if you do not get a reply, write to the managing director of the firm, shop, or organization. Be sure to take copies of your own letters and any you receive.

If your complaint is a just one, the shopkeeper may offer to replace or repair the faulty article. You may find this an attractive solution. In certain cases you may have the right to refuse the goods and ask for your money back, but this is only when you have hardly used the goods and have acted at once. If you have suffered some special loss, if for example a new washing machine tears your clothes, you might receive money to replace them. If the shopkeeper refuses to give you money, ask for advice from the Consumers’ Association.

The shopper may make a complaint because

A．the article bought is not up to standard

B．it doesn't do what is claimed for it

C．He dislikes causing a fuss

D．he was at fault in buying the article

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更多“Complaining about faulty goods…”相关的问题

第1题

Which of the following is not true about football in Britain？

A. Millions of people attend the FA games each season

B."Football hooligans" sometimes have violent clashes

C.It was invented by Scottish people

D.It was once described as "beastly" violent

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第2题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。Imagine this situa

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

Imagine this situationA、you have bought a faulty item from a shop and you take {A. themB、B. itB、C. him} back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, {A. whichB、B. itB、C. that}makes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULTA、This will do you no {A. commentsB、B. interestsB、C. favours}, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time {A. asB、B. ifB、C. when} they may be powerless to take any action or provide you {A. toB、B. withB、C. for} a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions.

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第3题

阅读理解：阅读下面的短文，根据文章内容从A.B.C三个选项中选出一个最佳选项。

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back.You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. Show that you care.Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient.Learn to relax and calm yourself.Having patience with your customers and with yourself will go a long way in winning over hostile customers.

The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.

（1）At whom do angry customers tend to aim their dissatisfaction and complaints?

A.staff members

B.company managers

C.those who accompany them

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第4题

It's an annual back-to-school routine. One morning you wave goodbye, and that【56】evening y

ou' re burning the late-night oil in sympathy. In the race to improve educational standards,【57】are throwing the books at kids.【58】elementary school students are complaining of homework【59】. What's a well-meaning parent to do？

As hard as【60】may be, sit back and chill, experts advise. Though you've got to get them to do it,【61】helping too much, or even examining【62】too carefully, you may keep them【63】doing it by themselves. "I wouldn't advise a parent to check every【64】assignment, " says psychologist John Rosemond, author of Ending the Tough Homework. "There's a【65】of appreciation for trial and error. Let your children【66】the grade they deserve.

Many experts believe parents should gently look over the work of younger children and ask them to rethink their【67】. But"you don't want them to feel it has to be【68】, " they say.

That's not to say parents should【69】homework—first, they should monitor how much homework their kids【70】. "Thirty minutes a day in the early elementary years and an hour in【71】four, five, and six is standard, " says Rosemond. For junior-high students it should be "【72】more than an hour and a half, and two for high-school students. " If your child【73】has more homework than this, you may want to check【74】other parents and then talk to the teacher about【75】assignments.

(56)

A．very

B．exact

C．right

D．usual

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第5题

It's an annual back-to-school routine. One morning you wave goodbye, and that （21) evening

It's an annual back-to-school routine. One morning you wave goodbye, and that (21) evening you're burning the mid-night oil in sympathy. In the race to improve educational standards, (22) are throwing the books at kids. (23) elementary school students are complaining of homework fatigue. What's a well-meaning parent to do？

As hard as (24) may be, sit back and chill experts advise. Though you've got to get them to do it, (25) helping too much, or even examining answers too carefully, you may keep them (26) doing it by themselves. "! wouldn't advise a parent to check every 27 assignment," says psychologist John Rosemond, author of Ending the Tough Homework, "There's a (28) of appreciation for trial and error. Let your children (29) the grade they deserve."

Many experts believe parents should gently look over the work of younger children and ask them to rethink their (30) . But "you don't want them to feel it has to be (31) ," she says.

That's not to say parents should (32) homework—first, they should monitor how much homework their kids have. Thirty minutes a day in the early elementary years and an hour in (33) four, five, and six is standard, says Rosemond. For junior-high students it should be" (34) more than a hour and a half," and two for high school students. If your child consistently has more homework than this, you may want to check (35) other parents and then talk to the teacher about reducing assignments.

21.

A. very

B. exact

C. right

D. usual

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第6题

A．complainingB．fightingC．strugglingD．moving

A.complaining

B.fighting

C.struggling

D.moving

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第7题

The shopkeepers are complaining that business has been reduced to a （) of what befor

The shopkeepers are complaining that business has been reduced to a () of what before the outbreak of war.

A fraction

B section

C portion

D trifle

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第8题

When complaining in person, you shouldA．get a receipt for what you buyB．speak to someone i

When complaining in person, you should

A．get a receipt for what you buy

B．speak to someone in authority

C．talk directly to the assistant

D．ask to see the buyer

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第9题

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:

Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.

Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.

21. Whom do angry customers tend to aim their dissatisfaction and complaints at？

A. Staff members.

B. Company managers.

C. Those who accompany them.

22. When a customer shouts rudely at you, you should().

A. arg1e back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

23. The underlined sentence “Use your ears more than your mouth” means().

A. Your mouth is not more important for you than your ears.

B. You should listen more than you speak.

C. You should talk more than you listen.

24. When dealing with an angry customer, which is NOT the right attitude？

A. Be concerned.

B. Be patient.

C. Be amused.

25. Which of the following statements is true according to the passage？

A. When the customers complain, you needn't listen carefully.

B. You needn't say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

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第10题

How did the boy get the villagers to help him？（)

A.By scaring the sheep.

B.By pretending to be a wol

C.By complaining to the villagers.

D.By calling out "Wolf! Wolf!" .

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第11题

You’ve already been geen a 20% raise so why ____ “You never ask my opinion aboul anything

”

A.you’re complaining

B.you’re criticizing

C.are you complaining

D.are you criticizing

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