英语投诉信课件.ppt

writing complaint letter & reply,warm up,what should we do when we want to complain to a business?,1. complain to the business in person or by phone. 2. write a complaint letter to the person whose name you were given or someone in the customer-service department. 3. complain to people outside the company, such as better business bureau / local customer groups / industrial and commercial bureau / consumer council 4. take legal action bring an accusation against the company,when you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in writing.,letters of complaint,110, nanyuan road, taicang, 201800 dec. 23 420, renmin road, five star shopping mall , shanghai, 201800 dear sir or madam, i venture to write to complain about the quality of the digital camera model tv210 i bought last friday at your store. during the five days the camera has been in my possession, problems have emerged one after another. the screen is always black, making the camera no different from a traditional one. therefore, i wish to exchange it for another camera or declare a refund. i will appreciate it if my problem receives due attention. yours sincerely, wang lan,the inside address,the salutation,body,the complimentary close,the signature typed name,the heading, including the date,format of a letter,related words & expressions,complain against sb. about sth. 投诉 put up with / bear / tolerate 忍受 break down 损坏 fault / defect 缺陷 awful 糟糕的 poor service 糟糕的服务 out of ones expectation 令某人大失所望 look into / investigate 调查 matter 事件 solve 解决 replace refund,useful sentence patterns,开头 1. i am writing this letter to complain about 2. on april 11 our order for was duly received, but we regret to say that were seriously damaged. 3. i bought from your shopping mall last monday, but now i found a defect in,中间 1. the problem has greatly affected my daily life and caused a loss to my business. 2. this is more than i could bear / tolerate. 4. i was shocked at the unpleasant situation in my flat.,结尾 1. can you please arrange to deliver a new as soon as possible? 2. we should be glad if you would replace as soon as possible. 3. i would like to have a refund or a replacement. 4. i hope that my problem will get your consideration.,letters of com plaint usually include the following stages:,making a complaint + explain the problem + background (what, when, where, color, model no.) + how you suffered ( if necessary) action required (replace the faulty goods, refund the money, repair the goods) with deadline closing state that you look forward to hearing from them soon and that you appreciate their help.,sample 1 in the book,making a complaint + background: + problem: + how you suffered: action required closing,what dvd player when last week where in your shop,defect, no image,still waiting,deliver a new dvd player,dec. 23 dear sir or madam, _(我写信投诉）a camera which i bought in your shop last month. i took some photos with it. but when i got home and had the film developed, i found no pictures at all._（我对此很不满意）. i have already sent the camera back to you by post and strongly insist that_. yours sincerely, wang lan,practice now,i am writing this letter to complain about,i am very upset about it,you refund me as soon as possible,你上星期五在商店买了台电视机，昨天送货上门，但是晚上就出了故障，没有图像。你写信给销售经理，要求7个工作日内更换或者退款。,your task,march 20,2013 dear manager, i am writing this letter to complain about the quality of the tv set i bought last friday at your store. it was sent to my home yesterday, but i found there was no image at all. therefore, i wish to exchange it for another tv set or declare a refund within 7 workdays. i would be grateful if you could have this matter settled. yours, li ming,practice1 in the book,our order for 310 cotton sweaters this has been very bad for our business replace the damaged sweaters as soon as possible,reply to a complaint letter,1. receiving the complaint letter & making apologize 2. how to solve the problem with deadline / explanation of the problems 3. ending (polite),related expressions,1. thank you for your letter of may 23, concerning the goods you ordered two weeks ago. 2. we have received the letter in which you complained about 3. im sorry to hear of the damage to your 4. we are sorry for the inconvenience you have experienced, but we cannot be held responsible for the 5. please accept my apologies for.,sample 2 in the book,para.1 -receiving the complaint letter & making an apology we have received the letter in which you complain about the quality of the dvd player you had bought from our shop. i apologize to you for our after-sales services, too. para 2 - how to solve the problem with deadline we will go to your home to replace the damaged dvd player before 4 pm, next monday para 3 - ending if you have other questions, please contact ,june 7, 2012 dear miss zhang: _ ( 我们 收到了你6月4日的来信） in which you made us aware of the problems in our products. _ ( 我们为产品给你带来的麻烦表示道歉）. as you wish, _ (我们将在本周为你更换一台新的电视机） thank you again for your time and efforts. i am sure the problem will soon be solved to your complete satisfaction. sincerely yours mr.wu,practice,we have received your letter of june 4,we are sorry for the trouble the product has caused you,we will send you a replacement within this week.,ii,practice 2 in the book,practice 2 1. concerning the goods you ordered last week 2. we cannot be held responsible for the damage y