Hey David, are you good at complaining?<br />Of course not. I'm British. I never complain.<br />Even when I get terrible service, it's just too embarrassing.<br />Well, you might be in a minority, as it seems we British are complaining more than we used to.<br />Do you know the oldest recorded complaint is on a stone tablet in the British Museum?<br />Really? What was the complaint about?<br />Was it about the incorrect number of goats that were delivered after being bought at a market?<br />Well, good guess. But it was about the quality of silver that was supplied.<br />How come you know so much about complaints?<br />I recently listened to a BBC radio program about consumer affairs.<br />Based on the survey by an organization called Institute of Customer Service, Public Services, Transport and Telecoms<br />are the areas that have most problems in terms of keeping the customers satisfied.<br />I think I know why. Public services usually don't have enough money or enough staff,<br />while telecommunication systems such as Internet Connection are very complicated and sometimes go wrong.<br />Yes, and bad weather affects transport.<br />Surprisingly, travel and entertainment appear to be performing well.<br />I wonder how people are making their complaints. Are modern methods taking over from the traditional letter or phone call?<br />Again, based on the survey, the more traditional methods are still dominant,<br />with over 58% of complaints made by phone or by letter,<br />though a small part of people do turn to social media.<br />I don't think turning to social media is a good idea. It will only worsen the problem.<br />Most people seek media attention only when their complaint is not dealt with. They use it as an escalation point.<br />That makes sense. Putting complaint on social media might force a company to deal with the complaint sooner.<br />Well, David, after all the talk about complaint, will you consider making a complaint if you have to in the future?<br />I seriously doubt it. Now listen again, please.<br />Hey, David, are you good at complaining?<br />Of course not. I'm British. I never complain, even when I get terrible service. It's just too embarrassing.<br />Well, you might be in a minority, as it seems we British are complaining more than we used to.<br />Do you know the oldest recorded complaint is on a stone tablet in the British Museum?<br />Really? What was the complaint about? Was it about the incorrect number of goats that were delivered after being bought at a market?<br />Well, good guess. But it was about the quality of silver that was supplied.<br />How come you know so much about complaints?<br />I recently listened to a BBC radio program about consumer affairs.<br />Based on the survey by an organization called Institute of Customer Service, public services, transport and telecoms are the areas that have most problems in terms of keeping the customers satisfied.<br />I think I know why. Public services usually don't have enough money or enough staff, while telecommunication systems such as Internet Connection are very complicated and sometimes go wrong.<br />Yes, and bad weather affects transport. Surprisingly, travel and entertainment appear to be performing well.<br />I wonder how people are making their complaints. Are modern methods taking over from the traditional letter or phone call?<br />Again, based on the survey, the more traditional methods are still dominant, with over 58% of complaints made by phone or by letter, though a small part of people do turn to social media.<br />I don't think turning to social media is a good idea. It will only worsen the problem.<br />Most people seek media attention only when their complaint is not dealt with. They use it as an escalation point.<br />That makes sense. Putting complaint on social media might force a company to deal with the complaint sooner.<br />Well, David, after all the talk about complaint, will you consider making a complaint if you have to in the future?<br />I seriously doubt it.<br />Questions. What was the oldest complaint about?<br />How did the woman know so much about complaint-related information?<br />Which is true according to the survey by Institute of Customer Service?<br />What can be inferred about David's attitude towards complaining?
（1）
Choose the best answer
A . Incorrect number of delivered items.B . Substandard quality of the bought goods.C . Limited supplies of marketed goods.D . Delayed delivery of the purchased silver.
（2）
Choose the best answer
A . She listened to a radio program.B . She visited the British Museum.C . She conducted a related survey.D . She worked at Customer Service.
（3）
Choose the best answer
A . Most of the customer complaints are related to tourist industry.B . Telecommunication is generally underfunded and understaffed.C . The majority of dissatisfied customers complain by phone or by letter.D . Putting a complaint on social media doesn't help solve the problem.
（4）
Choose the best answer
A . He is embarrassed that so many British are complaining.B . He is doubtful whether we should complain on social media.C . He will seriously consider making a complaint if he has to.D . He is unlikely to complain even if he gets bad service at a restaurant.
