1 . When writing a complaint letter, you should keep it short and to the point to help ensure that your letter will be read in its entirety. If you write a seven-page complaint letter, it’s highly unlikely that someone will sit down and read all seven pages.

The complaint letter should be addressed to the customer service department. The address and contact information of the customer service department should be available on the company’s products or website.

A printed complaint letter should be written in the business letter format, while an e-mail should be sent in the same format but without the heading (your return address, their address, and the date).

In the first paragraph you should make clear what the issue is. Be sure to include the following information: the time of the issue, location, the name of the person on duty, the name of the product, what the problem is, your account number, model number, price and warranty(保修单) information. Be sure to stick with the facts and avoid putting emotions into your letter.

The next paragraph should state what outcome you would like of the problem, if you received poor service, you could request an apology or a coupon (优惠券). If a product malfunctioned, you could request that you could exchange the product for a new one or request a refund.

The last paragraph should thank the reader for the time. You can also politely express appreciation over something you like about their company’s product or service.

Be sure to keep a copy of the letter for yourself and include photocopies of all documents and envelop them with your letter. You should include your telephone number or e-mail address after your printed name so that they can get in touch with you as soon as possible if necessary.

1. Why should you keep the complaint letter short and to the point?

A．Because the longer it is, the more detailed it will be.

B．Because it can make sure that the letter is taken seriously.

C．Because longer letters can show my emotions.

D．Because short letters are more formal business letters.

2. Where should the date of the complaint letter be in a printed one?

A．In the heading.	B．In the first paragraph.
C．In the second paragraph.	D．After the printed name.

3. What’s the meaning of the underlined word “malfunctioned”?

A．Failed to function well.	B．Met one’s need.
C．Was well produced.	D．Was wrongly delivered

4. How is the passage mainly developed?

A．By analyzing causes.	B．By showing differences.
C．By describing a process.	D．By following time order.