职场英语写作--Chapter_5_投诉理赔函.ppt

Unit5LettersofComplaintsandClaims,1、PrinciplesofComplaintsrationalratherthanirrationalobjectiveratherthansubjectivespecificratherthangeneralfriendlyratherthanhostileconstructiveratherthanonlynegative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、ComponentsofLetterofcomplaints：（）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,LettersofComplaints,Model1Oct28,2009Dear,Iamwritingtocomplainabout.Itrustyouwilltakemycomplaintsseriouslyand.Ifitisnotproperlysettled,Iwouldaskyoutogivebackmymoney,orIwouldcomplaintotheconcernedauthorities.Yourssincerely,Name,LettersofComplaints,Model2Oct28,2009Dear,IamwritingtoinformyouthatIfindunsatisfactory.Ihopeyouattachimportancetothismatter,andhelpsettleitassoonaspossible.Yourssincerely,Name,LettersofComplaints,Commonlyusedexpressions(常用表达)：(1)Iamwritingtoshowmygreatangeratyour(2)Iamwritingtoprotestagainstyour(3)Iamwritingtocomplainabout(4)Mycomplaintaboutyourisbasedonthefactthat(5)Hopeyouwillimproveyour(6)Ihopeyouwilltakestepstorectifythissituationsoon(7)Itishightimeyoutooksomemeasurestosolve(8)Isincerelyhopesuchthingswillnevertakeplaceagain.(9)Youmustrectifythesituation,orIwilltakeittothecourt.(10)Ifyoucantgivemeasatisfactoryanswer,IwillcomplainittotheConsumerAssociation,LettersofComplaints,Sample1Directions:Writealetterofabout100wordstocomplainaboutthebadserviceyouhavereceived.Youdonotneedtowritetheaddress.,LettersofComplaints,ReferenceWritingOct.28,2009DearManager,IamwritingtoshowmygreatangeraboutthebadserviceIencounteredinyourdepartmentstorelastSunday.Thatsaleswoman(No.411)wasbynomeanspatientenoughtoanswermyquestionsabouttheproducts.Shewassoeagerlytalkingwithherfriendthatshejustturnedadeafeartomyquestions.Ifeltdisappointedthatsuchbadservicecouldhavehappenedinaso-calledfive-stardepartmentstore.Ihopeyoudosomethingtostopsuchthingsfromhappeninganymore,justtosaveyourstoresfame.Yourssincerely,Customersname,LettersofComplaints,Sample2DearSirorMadam,IamwritingtoinformyouthatIwishtomoveintoanewroomnextterm.Iwouldpreferasingleroom,asIfindthepresentsharingarrangementinconvenient.Thereasonformydissatisfactionismyroommatesinconsideratebehavior.Hisfriendsconstantlyvisithimandheregularlyholdsnoisyparties.Inaddition,hesometimesborrowsmythingswithoutaskingme.Underthesecircumstances,Ifinditdifficulttoconcentrateonmystudies,andIamfallingbehindonmyassignments.Iamsureyouwillagreethatthesolutionisformetomoveintoaroomofmyown,whereIwillbefreefromsuchdistractions.Iwouldbegratefulifyoucouldfindasingleroomforme,preferablynotinthesamebuildingbutasneartothecollegecampusaspossible.SincerelyyoursSignature,LettersofComplaints,Sample3Directions:Supposethatyouorderedarefrigeratorbutlaterfoundaworryingproblem.Writealetterofcomplainttodescribethematterandrequiresettlement,Donotsignyourownnameattheendofyourletter,using“LiMing”instead.,LettersofComplaints,ReferenceWritingDearSir,Iamhappythattherefrigeratorweorderedlastweekhasarrivedontime.Butitisagreatpitythatwefindthereissomethingwrongwiththerefrigerationfacilities.Afterweuseditforseveraldays,wefoundthatfoodstoredintherefrigeratingcompartmentturnedbadquickly.Whenwefinallydecidedtotakethetemperatureinit,weweresurprisedtofinditwasaround15,farfromthestandardtemperaturerangefrom0to9.Thisproblemhasaffectedournormallife.Wouldyoupleaseletmeknowwhetherornotyoucansendarepairmanassoonaspossible?Ihopethatmyproblemwillgetyourkindconsideration.Yoursfaithfully,LiMing,LettersofComplaints,Sample4Anightclubjustopenednearwhereyoulive.Youareveryunhappyaboutthesituationbecauseitdisturbsthepeaceoftheneighborhood.Writealettertoyourlocalgovernmentofficial.Saywhoyouareandexplainwhyyouareunhappyandsuggestwhatshouldbedoneaboutit.,LettersofComplaints,ReferenceWritingDearSirorMadam,ImwritingtoexpressmydissatisfactionwiththehorriblesituationIhavebeenfacedwithrecently.ImaresidentofRoseParkonSt.JohnsonStreet.IhadbeenenjoyingmylifesinceImovedherefiveyearsago.However,anightclubrecentlyopenedrightacrossthestreetfrommyapartmentblockhascompletelychangedeverything.Tobeginwith,theclubitselfisveryunsightly.Ithasblackenedwindowswithsexuallyexplicitpicturesdisplayedontheoutside,whichIfindextremelyoffensive.Also,thenoiselevelduringtheearlyhoursofthemorningissointensethatithasreallydisturbedmysleep.Consequently,IfindthatIamunabletoconcentratefullyonmyjob,asIamoftentootired.Iworkasasurgeoninthelocalhospital;therefore,Iamsureyoucanseethegravityofmycomplaint.Indeed,theconsequencesofmymakinganymistakeduetomylackofsleepcanbeveryseriousindeed.KennyHwang,LettersofComplaints,Sample5DearSir,Iamwritingtoletyouknowthedeplorableattitudeofoneofyourstaffmember.Ireceivedmytelephonebillforthepreviousmonthfromyouandthoughtthereweresomeerrorsincalculation:Ihadbeenoverchargedfortwooverseascalls.However,whenIcalledyourComplaintsDepartment,thegirlwhoansweredmyphonewasveryrude.Foronethingsheinterruptedmecontinually,foranothersheevensaidthatthefaultwasmyown.Needlesstosay,suchawayofdealingwithcustomersisunacceptable.Iwouldliketosuggestthatthegirlinquestionshouldbedisciplined,andinstructedontheproperwaytodealwithclients.AndIhopeshecanmakeformalapologytome.Anearlyresponsewillbeappreciated.Sincerelyyours,DELL,LettersofClaims,Sample1Mr.RobSubbaramanExportManagerNusantaraTradingCo.Ltd.JalanMalaksNo.51JakartaIndonesiaDearMr.Subbaraman,OrderNT-20717WehavereceivedthedocumentsandtakendeliveryoftheaboveorderwhicharrivedatKowloonontheM.V.TohoMaru.Oncheckingthegoodswefoundthatcarton13containedonly15,000Coconutballpens,although24,000hadbeenenteredonboththepackinglistandtheinvoice.Thefullconsignmentisurgentlyrequiredtocompleteordersforthreeofourmajorcustomerssoitisabsolutelyessentialthatyoushiptheadditional9,000ballpensontheearliestpossibleflightfromJakarta.Thisisthethirdtimeinthelasttwelvemonthsthatyouhaveshort-shippedoneofourorders.Ifthereisanyfurtherrepetitionofthiswewillbeforcedtolookforanalternativesupplier.YoursSincerely,LeungSuetChanDeputyManager,LettersofClaims(索赔函),Sample2DearManager,WhileworkinginChinaforthepastthreeyears,IhadalwayspurchasedgiftsfromtheFriendshipGalleryformyCanadianfriends.ThequalityandvaluehadalwaysbeenmorethanIcouldreasonablyexpect,andIhaveoftenrecommendedyourstoretoothers.Lastautumn,IwasbackinCanada,butIdidnotforgettomail-ordersomeChristmasgiftsfromyourusualannualFallSales.AfterexaminingthegiftssuppliedtomyorderofNovember2,Ifoundthattherewasadistinctholeinthemiddleofoneofthesilkscarves.AlthoughIrememberthatyouapplyano-returnpolicytothiskindofmerchandise,Isentthissilkscarfinaseparatemailingyesterdaysothatyoumayseethedamageforyourself.WhenyoureceiveitIamsurethatyouwillsharemysurpriseanddismay.IunderstandfrommypastexperiencewiththeFriendshipGallerythatthisisanunusualsituation.Willyoukindlyreconsideryourno-returnregulationwithoneofyourloyalcustomersandreplacetheabovementionedsilkscarfbymailinganotherone?IwouldbedelightedtohaveitandpresentittomyfriendforChristmas.Yourssincerely,LettersofClaims,Sample3DearGentlemen,YourSuperElectrichouseholdapplianceshavealwaysgivenmeapleasureindoingmyhousework.Recently,IwasgladtonoticetheopeningupofanewstoreofyourSuperElectricinSeattleanddecidedtomakeapurchaseofanewdishwashertoeasemykitchenjob.ThreeweeksagoIcametothestoreandtalkedtoasalesmanaboutmypreference.Inoticedthestorepolicyofofferinginstallationwiththepurchase.However,whenIaskedfortheworkonthemachineIwouldbuyfromthestore,Iwastoldtowaitforaweekbecausetheplumber,whohasgotapart-timejobforthisstore,wasunavailablerightthen.AsIneededanimmediateperformanceofmydishwasher,IconvincedMr.Robert,themanagerofthestoretohaveanotherplumberfortheinstallation.Mr.RobertagreedonlyafterIsaidthatIwouldhavetobuyelsewhereunlesshecouldhavethemachineinstalled.ThedishwasherdisappointedmewhenIuseditthefirsttime.Mykitchenbecamefloodedsoonafterthemachinestartedworking.IphonedboththeplumberandMr.Roberttodeterminetheproblem.Theplumbersai