Lecture9英文投诉信.ppt

,Chapter 9 英文投诉信,如何写投诉信How to Write a Letter of Complaint 在人们的生活中经常会发生一些事情，比如消费利益受损、正常生活和工作受到干扰等等令人伤脑筋的事情，有时写封投诉信不失为一个解决的办法。 投诉信通常包括以下几个方面的内容：说明投诉的原因并表示遗憾；实事求是地阐述问题发生的经过，切记不要夸大其词；指出问题引起的后果；提出批评及处理的意见或敦促对方采取措施或者提出所希望的赔偿以及补救方式。,写作“三步走“： 说明投诉问题-描述具体情况-期待解决方案 Tips: 写投诉信时语气要冷静、郑重、克制，不必过于礼貌。但也要就事论事，不能进行人身攻击。同时，在描述问题时尽量采用被动句式，使描述更加客观合理。,写作攻略 投诉信除了信的格式之外，书信的内容尤为重要，主要包括投诉的内容和投诉者的要求两部分，此外书信的语气要有理有节。 1) 投诉的内容、反映的问题要实事求是，一目了然，不能含糊不清，也不要因为气愤或怀有不正当目的，随便夸大事实或缩小事实，给解决问题带来困难。 2) 最后写明投诉者的意见，这部分内容要合情合理，不可无理取闹、刁难别人；引用有关规定要准确，不要断章取义，同时要尽可能提出准确的证据。 3）书信语气要有理有节，不能因为心中的不满情绪而语气生硬、失礼，要记住收信者往往是监督管理者，不是当事人。写投诉信时要客气，但语气要坚定,主体段落：写明投诉的原因、问题的经过及产生的后果。可以说具体的理由，也可以说问题的具体体现方式。 结尾段：提出解决方案，不需展开。这段应体现书信的礼貌原则，可以用类似“如果你能，我将十分感激”这样的表达方式。还要注意做到公平、公正。,必背模版句型 One annoying aspect of your service is 你们的服务项目中一个令人不满的地方是 I have been pleased with your services for years，but now I feel very disappointed. 多年来我一直很满意你们的服务，但现在我非常失望。 I would like to draw your attention to the problem/fault 我想让您知道这个问题/错误 I am writing to inform you that I find unsatisfactory. 我写信是为了告诉你我发现令人非常不满意。 It would be highly appreciated if you could 如果你能我将万分感谢。 I trust you will take my complaints seriously and 我相信你会认真对待我的投诉，并且,I hope you will give due attention to this matter. 希望对此事你能给予足够的重视。 I would like to get this matter settled by the end of this month. 我希望能在月底解决这事。 I could not be more satisfied if you can kindly 如果你能我将会非常满意。 I would appreciate it very much if you could 如果你能我将非常感谢。,必背经典范文 范文之一 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. Oct. 5th, 2008 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 temperture 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,点评 这封投诉信可以说写得非常好，结构很清晰，第一段首先肯定对方按时送货上门的做法，随后简述冰箱出了问题。第二段说明具体问题，第三段提出要求。 范文之二 Oct. 5th, 2008 Dear Mr. Chang, On September 10, our order for 280 womens cotton sweaters was duly received, but we regret to say that 40 cotton sweaters in white color were seriously soiled.,We had the case investigated immediately, and the result shows the damage was due to improper packing, for which the suppliers are definitely responsible. Needless to say, we have suffered a great loss from this, as we cannot sell the sweaters in this condition to our customers. We ask you to conduct investigation at your end and reply to us. Sincerely yours, Li Ming,考研英语投诉信经典范文举例及点评 范文之一 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.,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 temperture 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,文章点评 这封投诉信可以说写得非常好，结构很清晰，第一段首先肯定对方按时送货上门的做法，随后简述冰箱出了问题。第二段说明具体问题，第三段提出要求。 范文之二 Dear Sir: With reference to our order No. W98, the 120 computer sets supplies to the above order were delivered the day before yesterday, but we regret that 20 sets were badly damaged.,The packages containing the computer sets appeared to be in good condition and we accepted and signed for them without question. We unpacked the computer sets with care and can only assume that damage must be due to careless handling at some stage prior to packing. We shall be glad if you will replace all 20 sets as soon as possible. Meanwhile, we have put the damaged computer sets aside in case you need them to support a claim on your suppliers for compensation. Yours sincerely, Li Ming,闪光词汇及词组： venture: v. 冒昧，斗胆 in sbs possession: 拥有 emerge: v. 显现出来 one after another: 一个接一个 make sth no different from sth: 使.和.没有区别 distressing: adj. 令人苦恼的，使人痛苦的 万能句型： I venture to write to complain about. For one thing. For another. Therefore, I wish to exchange it for another . or I declare a refund,投诉信 模板1： Dear Manager, Last week I bought at your store and when I got it home it did not work at all. When I tried to return it to the store, I was told that I could not get refunded. The sign in your store says that money is returned within 7 days of purchase if any problem exists, and I did that within the said time. Thus I insist that I should have my money back by returning the to your store。If I do not receive any satisfying response, I will further complain to the Consumer Protection Association. Yours, Li Ming,模板2： To Whom It May Concern， I am writing to complain about the poor service of your I received when . The reasons for my dissatisfaction lie upon three points as follows: 1) ; 2) ; 3) . Under these circumstances, I find it difficult to . I am sure that you are able to thoroughly understand my discontent, which you are bound to replace with a satisfactory solution. I would be grateful if you could as soon as possible. Yours sincerely, Li Ming,投诉信 开头常用句式 I am writing to complain about/that I am writing to inform you that I am dissatisfied with you I think its high time you realize I am writing to make a complaint about I feel sorry to trouble you but I am afraid that I have to make a complaint about I am writing to express my disappointment/ dissatisfaction/ concern about I am most reluctant to complain, but,I am writing to advise you that I find inconvenient I wish to draw your attention to the problem / fault that I bought I venture to write for complaining about I feel sorry to trouble you but I am afraid I have to make a serious complaint. It is with great reluctance that I must inform you that I regret to inform that Thank you for your which arrived yesterday. Unfortunately, ,结尾常用句式 I would be grateful if you could I trust you will take my complaint seriously and I will appreciate it very much if you could I must have you fully understand that without a satisfying solution, I will reserve my right to take legal action. Frankly speaking, I am not prepared to put up with the situation any more. On the condition that this one proves to be unacceptable, I will receive a refund.,I would appreciate it if you could I understand you will give immediate attention to this matter. I look forward to your dealing with these problems without delay. I would like to have this matter settl