视频欣赏

【视频欣赏】

【听力文本】

How To Complain Successfully
VideoJug and Jerry Bilo, an advisor from UK consumer advice service Consumer Direct, tells us how to complain successfully. So follow this guide for the best way to make a complaint.

Step 1: In person（亲历亲为）
Wherever possible complain in person as you are more likely to get results. Make sure you are taking your complaint to the person in charge, as they will be the one with the authority to settle the complaint. Be assertive but never aggressive.

Step 2: State your case（说明自己的情况）
If you are unhappy with a service or goods you have paid for identify why. Be clear about what is wrong or how you feel you have been mistreated. Say what you want done to rectify the problem. And importantly, give a deadline for action to be undertaken. This ensures the matter is resolved promptly, and if not gives you reason to take further steps.

Step 3: Keep calm（保持冷静）
Be clear and concise at all times, and whatever you do - don't lose your temper. This will only make you appear unreasonable, or even worse: threatening.

If you are complaining over the telephone keep a note of what is said, who you spoke to along with the time and date.

Step 4: In writing（写投诉信）
Unless your complaint was settled on the spot, always back up a compliant in writing. This particularly crucial if you complained over the phone. Again, reiterate the problem, what you want done about it and set a timescale for the complaint to be rectified.

Step 5: Keep records（做记录）
Look after any receipts, paperwork, photos or other evidence and keep a copy of all correspondence. If your complaint is ignored or not adequately settled you will need this evidence to take things further.

Step 6: Second opinion（询问专家）
It can be useful to seek out a second opinion especially that of a qualified expert if you feel your complaint is not being upheld. This may cost you money that you are unable to recuperate but will help if you need to take legal action.

Step 7: Don't give up（不轻言放弃）
Finally, if your complaint is falling on deaf ears don't give up. Keep persevering until you have gotten an outcome you are happy with. Get advice from a consumer organisation, in the UK this would be Consumer Direct, they will supply further information about resolving your particular complaint.

Don't settle for second rate service, get what you deserve.

词汇讲解

【词汇讲解】

1.in person 亲自

如：It was fitting that he should be here to receive the prize in person.
他应该亲自来领奖才对。

The winner will be there in person to collect the prize.
奖金需获奖者本人领取。

2.mistreat vt. 虐待

3.unreasonable adj. 不合理的，过度的，不切实际的

如：You know as well as I do that you're being unreasonable.
你很清楚你不讲理。

I am not likely to ask anything very unreasonable, and if I did, they might have stretched a point.
我不会提出不合理的要求，但如果我提出，他们是会破例通融的

4.rectify vt. 订正，矫正，改正

如：Please rectify the mistake in my bill.
请改正我帐单上的错误。

He cleaned the bottle with rectified spirit.
他用精馏酒精清洗瓶子。

（可可英语版权所有,未经允许请勿转载）