听力原文：M: I'm never going to that coffee house again! W: Why?What happened? M: It's the third time in a week that I've had lousy service. I don't expect five-star treatment，but I do expect service industry employees to be at least civil. W: What happened this time? M: I walked in and went up to the counter to place my order. The woman working there was talking to her friend，another customer. I stood there，clearly needing to be waited on and she couldn't have cared less. W: You mean she didn't even acknowledge you? M: Are you kidding?She didn't stop talking for one second. When she finally took a breath，I told her my order. She gave me a dirty look and finally turned around to get my coffee. She practically threw it at me! W: Well，maybe she was having a bad day. At least you got your coffee. M: I got a cup of coffee，but not the kind I ordered. When I realized it，I went back to the counter and she was still talking to her friend. I interrupted her and told her that I got the wrong order. She had the chutzpah to try to tell me that I had made a mistake in telling her my order. Not only did she not take responsibility for her mistake，she tried to tell me that it was my fault! W: That's really infuriating. What are you going to do? M: One good thing about her talking with her friend for so long is that I got her name. I'll be calling the manager to Complain. W: Aren't you overreacting? M: No，I'm not. She's lucky I didn't pour the coffee over her head! (23)