閱讀理解B
題干：ForthousandsofCanadians，badserviceisneithermake-believenoramusing.Itisanaggravatingandworseningreal-lifephenomenonthatencompasses(包含）behaviorsrangingfromindifferenceandrudenesstonakedhostilityandevenphysicalviolence.Acrossthecountry,betterbusinessbureausreportalengtheninglitanyofcomplaintsaboutcontractors，cardealers,andrepairshops，movingcompanies,airlinesanddepartmentstores.Thereisalmostanadversarial(對抗的）feelingbetweenbusinessesandconsumers.Expertssaythereareseveralexplanationsforillfeelinginthemarketplace.Oneisthatcustomerservicewasanearlyandinevitablecasualtywhenretailersrespondedtobrutalcompetitionbyreplacingemployeeswithtechnologysuchas1-800numbersandvoicemail.Anotherfactoristhatbusinesseshavegenerallybeguntoplacemoreemphasisongettingcustomersthanonkeepingthem.Stillanotheristhatstrident,frustratedandimpatientshoppersvex(使生氣)shopownersandmakethemevenlesshospitable-especiallyatbusiertimesoftheyearlikeChristmas.Onbothsides,simplecourtesyhasgonebytheboard.Andforamultitudeofconsumers,servicewentwithit.TheBetterBusinessBureauatVancouvergets250complaintsaweek,twiceasmanyasfiveyearsago.Thebureauthenhadonecomplaintscounselorandnowhasfour.Peoplecomplainaboutbeinginsulted,havingtheirintelligenceandintegrityquestioned,andbeingthreatened.Onewillhearaboutpeoplebeinghauledalmostbodilyoutthedoorbysomebodysayingthingslike“Idon'thavetoserveyou！”or“Thisisprivateproperty,getoutanddon'tcomeback！”Whatcancustomersdo?Ifthebureau'sarbitration(仲裁）processfailstosettleadispute,acustomer'sonlyrecourseistosueinclaimscourt.Butbecauseofthecostsandtimeittakes，relativelyfeweverdo.Thereisalotofsupportforthenotionthatservicehas,inpart,fallenvictimtogenerationalchange.Manyyoungpeopleregardretailingasjustabead-endjobthatyou'rejustgoingtodotemporarilyonyourwaytoarealjob.Youngclerksoftenlackbothknowledgeandcivility.Employershavetotrainyoungpeopleinsimplemannersbecausethatisnotbeingdoneathome.Salespeopletoday,especiallytheyoungerones，havegrownupinatelevision-computersocietywherethey'veinteractedlargelywithmachines.Oneofthebiggestcomplaintsfrombusinessesaboutgraduatesisthelackofinter-personalskills.Whatcustomersreallywantisaccess.Theywanttogetthroughwhentheycall，theydon'twantbusysignals，theydon'twantinteractivesystemstellingthemtopushoneforthisandtwoforthattheydon'twantvoicemail.Andifcustomersdonotgetwhattheywant,theydefect.Somepeoplegobacktolocalsmallbusinesses：theAsiangreengrocer,aGreekbakerandaGreekfishmonger.Theydon'twearnametags,butonegetstoknowthem,allbyname.
題目：Even if the bureau's arbitration process is fruitless
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