Voicing Concerns

Consumers have the right to be listened to and to have action taken when it is justified. A number of manufacturers have developed sys­tematic programs to deal with consumer issues. A number of companies have established toll-free numbers for consumers to use to solve oper­ating problems or receive product advice. May­tag introduced Red Carpet Service to improve its response to repair problems. General Electric operates the GE Answer Center, which handles consumer inquiries twenty-four hours a day, seven days a week, via a toll-free number. It re­ceives 3 million calls each year. The center re­sponds to questions from potential consumers and do-it-yourselfers and tries to resolve com­plaints from disgruntled customers.

Vocabulary

rank – to have a particular position in a list of people or things that are put in order of quality or importance: rank among/as/with; be ranked fourth/number one; rank sb/sth in order; rank (n): high/low/senior/junior rank; be reduced to the ranks (=be punished by no longer being an officer); rise from the ranks (=to become an officer); join the ranks of – become a member; of the first rank – of the highest quality; the rank and file – ordinary members of the organization; ranking officer – the officer in a group who has the highest rank

contiguous – next to something (with); contiguity (n).

discard – to get rid of something useless; discarded (adj).

immerse – to put sth deep into a liquid so that it is completely covered: immerse sth in; immerse yourself in – get completely involved in; immersion (n).

counteract – to reduce or prevent the bad effect of something.

resolve – to find a satisfactory way of dealing with a problem; resolve to do sth – to make a formal decision, especially by voting; resolve sth into sth – to separate or become separated into parts; resolve itself into – to gradually change into sth else, become; resolution (n); to make (New Year’s) resolution.

disgruntled – annoyed, unhappy, especially because things have nor happened the way expected.

1. Find the words in the article which mean the same.

Not of natural origin; to make a mixture of decaying organic matter; a natural effect that traps heat in the atmosphere; heavy materials used to provide stability; laws concerned with breaking up huge businesses or monopolies; to be found responsible; dangerous; protection of the ecosystem; shrewd and clever.

2. Explain the meaning of the following words and expressions.

To continue commitment; to benefit consumers; to give a lip service to; economy-minded forest products firms; to counteract the greenhouse effect; accomplish the goals; to have a twofold benefit; spurred on; to resolve complaints.

3. Choose the most suitable answer.

1. The authors admit that industry often

a. produces more toxic waste than it can eliminate

b. eliminates all the toxic waste that it produces

c. disobeys the government's toxic-waste legislation

d. works with other industries to sidestep environmental laws

2. The industries that produce the most toxic waste are

1. plastics companies

2. chemical manufacturers

3. automobile manufacturers

4. paper manufacturers

3. Which of the following is not mentioned as a solid waste that industry produces?

a. wood b. paper c. glass d. plastics

4. One of business's solutions to solid waste that the authors mention is

1. alternative packaging

b. chemical decomposition

c. burning

d. dumping

5. The authors note that the Adolph Coors brewery once created its electric­ity by

1. building a hydroelectric plant

2. recycling waste products

3. harnessing solar energy

d. harnessing wind energy

6. Which action is not an example of business helping maintain the envi­ronment?

a. Gallo Winery gave a monetary contribution to the American Forestry Association.

b. Apple Computer contributed to Earth Day 1990.

c. Timberland Shoes supported the Wilderness Society.

d. Maytag introduced the Red Carpet Service to help its customers with their repair problems.

7. The authors note that businesses have improved the safety of their products because

a. they fear lawsuits by consumers

b. they have been given financial assistance from the federal government

c. they want to increase their profits

d. they want to compete with other consumer-conscious corporations

8. Which is an example of business's response to consumer protection?

a. Fox River Mills spent $40,000 to improve energy efficiency.

b. General Electric operates the GE Answer Center.

c. Wooden pallets in the Boston Park Plaza Hotel are being reused.

d. Hershey Foods grinds cocoa-bean hulls into garden mulch.

9. This excerpt generally depicts U.S. industry as being

a. the leader in environmental protection

b. reluctant to enforce consumer protection laws

c. hostile to environmental legislation

d. supportive of environmental legislation