职场英语写作--Chapter5投诉理赔函.ppt

Unit 5 Letters of Complaints and Claims,1、Principles of Complaints rational rather than irrational objective rather than subjective specific rather than general friendly rather than hostile constructive rather than only negative 对所遇到的困扰，恶劣的服务态度，劣质的产品等提出抗议和改进的建议。 内容有理，批评有节。语言注意点投诉信应重点表明投诉的原因，叙事应客观、准确、简洁。最后提出的解决方法应切实可行。在表达自己的不满时，语言要把握分寸，不失风度。 2、Components of Letter of complaints： （）说明投诉的对象 （）阐述投诉的具体原因 （）表示希望投诉后能尽快得到改正,Letters of Complaints,Model 1 Oct 28, 2009 Dear , I am writing to complain about. I trust you will take my complaints seriously and. If it is not properly settled, I would ask you to give back my money, or I would complain to the concerned authorities. Yours sincerely, Name,Letters of Complaints,Model 2 Oct 28, 2009 Dear , I am writing to inform you that I findunsatisfactory. I hope you attach importance to this matter, and help settle it as soon as possible. Yours sincerely, Name,Letters of Complaints,Commonly used expressions (常用表达)： (1) I am writing to show my great anger at your (2) I am writing to protest against your (3) I am writing to complain about (4) My complaint about your is based on the fact that (5) Hope you will improve your (6) I hope you will take steps to rectify this situation soon (7) It is high time you took some measures to solve (8) I sincerely hope such things will never take place again. (9) You must rectify the situation, or I will take it to the court. (10) If you cant give me a satisfactory answer, I will complain it to the Consumer Association,Letters of Complaints,Sample 1 Directions: Write a letter of about 100 words to complain about the bad service you have received. You do not need to write the address.,Letters of Complaints,Reference Writing Oct. 28, 2009 Dear Manager, I am writing to show my great anger about the bad service I encountered in your department store last Sunday. That saleswoman (No.411) was by no means patient enough to answer my questions about the products. She was so eagerly talking with her friend that she just turned a deaf ear to my questions. I felt disappointed that such bad service could have happened in a so-called five-star department store. I hope you do something to stop such things from happening any more, just to save your stores fame. Yours sincerely, Customers name,Letters of Complaints,Sample 2 Dear Sir or Madam, I am writing to inform you that I wish to move into a new room next term. I would prefer a single room, as I find the present sharing arrangement inconvenient. The reason for my dissatisfaction is my roommates inconsiderate behavior. His friends constantly visit him and he regularly holds noisy parties. In addition, he sometimes borrows my things without asking me. Under these circumstances, I find it difficult to concentrate on my studies, and I am falling behind on my assignments. I am sure you will agree that the solution is for me to move into a room of my own, where I will be free from such distractions. I would be grateful if you could find a single room for me, preferably not in the same building but as near to the college campus as possible. Sincerely yours Signature,Letters of Complaints,Sample 3 Directions: Suppose that you ordered a refrigerator but later found a worrying problem. Write a letter of complaint to describe the matter and require settlement, Do not sign your own name at the end of your letter, using “Li Ming” instead.,Letters of Complaints,Reference Writing Dear Sir, I am happy that the refrigerator we ordered last week has arrived on time. But it is a great pity that we find there is something wrong with the refrigeration facilities. After we used it for several days, we found that food stored in the refrigerating compartment turned bad quickly. When we finally decided to take the temperature in it, we were surprised to find it was around 15, far from the standard temperature range from 0 to 9. This problem has affected our normal life. Would you please let me know whether or not you can send a repairman as soon as possible? I hope that my problem will get your kind consideration. Yours faithfully, Li Ming,Letters of Complaints,Sample 4 A night club just opened near where you live. You are very unhappy about the situation because it disturbs the peace of the neighborhood. Write a letter to your local government official. Say who you are and explain why you are unhappy and suggest what should be done about it.,Letters of Complaints,Reference Writing Dear Sir or Madam, Im writing to express my dissatisfaction with the horrible situation I have been faced with recently. Im a resident of Rose Park on St. Johnson Street. I had been enjoying my life since I moved here five years ago. However, a nightclub recently opened right across the street from my apartment block has completely changed everything. To begin with, the club itself is very unsightly. It has blackened windows with sexually explicit pictures displayed on the outside, which I find extremely offensive. Also, the noise level during the early hours of the morning is so intense that it has really disturbed my sleep. Consequently, I find that I am unable to concentrate fully on my job, as I am often too tired. I work as a surgeon in the local hospital; therefore, I am sure you can see the gravity of my complaint. Indeed, the consequences of my making any mistake due to my lack of sleep can be very serious indeed. Kenny Hwang,Letters of Complaints,Sample 5 Dear Sir, I am writing to let you know the deplorable attitude of one of your staff member. I received my telephone bill for the previous month from you and thought there were some errors in calculation: I had been overcharged for two overseas calls. However, when I called your Complaints Department, the girl who answered my phone was very rude. For one thing she interrupted me continually, for another she even said that the fault was my own. Needless to say, such a way of dealing with customers is unacceptable. I would like to suggest that the girl in question should be disciplined, and instructed on the proper way to deal with clients. And I hope she can make formal apology to me. An early response will be appreciated. Sincerely yours, DELL,Letters of Claims,Sample 1 Mr. Rob Subbaraman Export Manager Nusantara Trading Co. Ltd. Jalan Malaks No.51 Jakarta Indonesia Dear Mr. Subbaraman, Order NT-20717 We have received the documents and taken delivery of the above order which arrived at Kowloon on the M.V. Toho Maru. On checking the goods we found that carton 13 contained only 15,000 Coconut ball pens, although 24,000 had been entered on both the packing list and the invoice. The full consignment is urgently required to complete orders for three of our major customers so it is absolutely essential that you ship the additional 9,000 ball pens on the earliest possible flight from Jakarta. This is the third time in the last twelve months that you have short-shipped one of our orders. If there is any further repetition of this we will be forced to look for an alternative supplier. Yours Sincerely, Leung Suet Chan Deputy Manager,Letters of Claims(索赔函),Sample 2 Dear Manager, While working in China for the past three years, I had always purchased gifts from the Friendship Gallery for my Canadian friends. The quality and value had always been more than I could reasonably expect, and I have often recommended your store to others. Last autumn, I was back in Canada, but I did not forget to mail-order some Christmas gifts from your usual annual Fall Sales. After examining the gifts supplied to my order of November 2, I found that there was a distinct hole in the middle of one of the silk scarves. Although I remember that you apply a no-return policy to this kind of merchandise, I sent this silk scarf in a separate mailing yesterday so that you may see the damage for yourself. When you receive it I am sure that you will share my surprise and dismay. I understand from my past experience with the Friendship Gallery that this is an unusual situation. Will you kindly reconsider your no-return regulation with one of your loyal customers and replace the above mentioned silk scarf by mailing another one? I would be delighted to have it and present it to my friend for Christmas. Yours sincerely,Letters of Claims,Sample 3 Dear Gentlemen, Your Super Electric household appliances have always given me a pleasure in doing my housework. Recently, I was glad to notice the opening up of a new store of your Super Electric in Seattle and decided to make a purchase of a new dishwasher to ease my kitchen job. Three weeks ago I came to the store and talked to a salesman about my preference. I noticed the store policy of offering installation with the purchase. However, when I asked for the work on the machine I would buy from the store, I was told to wait for a week because the plumber, who has got a part-time job for this store, was unavailable right then. As I needed an immediate performance of my dishwasher, I convinced Mr. Robert, the manager of the store to have another plumber for the installation. Mr. Robert agreed only after I said that I would have to buy elsewhere unless he could have the machine installed. The dishwasher disappointed me when I used it the first time. My kitchen became flooded soon after the machine started working. I phoned both the plumber and Mr. Robert to determine the problem. The plumber sai