complaint letterPPT课件

1、Complaint Letter第1页/共18页申购情况申购情况实际情况实际情况颜色颜色黑色黑色白色白色号数号数98.5到货日期到货日期4月月10日日4月月20日日3.要求：重新邮寄或退款；4. 询问：若寄回, 谁承担寄费?假设你叫李华, 最近在某英文购物网站上购买了一双鞋子，但出现了一些问题。写作内容请给网站写一封投诉信, 包括以下内容：1.写信的目的；2.投诉内容：第2页/共18页讨论：投诉信结构要点是什么？（看要求）投诉信是对产品或服务表示不满的信件，一般分三个部分： 1.说明具体情况； 2.提出投诉内容； 3. 提出解决办法。第3页/共18页1. 投诉信要开门见山写明来信目的, 即投诉

2、的具体内容, 切忌表达转弯抹角, 久久不入正题。第4页/共18页2. 确定文体、规范语言。这是一封投诉信, 因此必须注意语言的规范性和得体性, 不能使用与朋友书信交流时的亲切语言, 但也不能出现语气倔强等不礼貌用语。第5页/共18页3. 划分信息、统筹全文。根据写作内容, 可把写作信息划分如下：(1)写信目的; (2)申购情况; (3)实际情况; (4)要求; (5)询问。写信目的可在引入部分找到, 投诉的主要内容是“在某英文购物网站上购买了一双鞋子, 但出现了一些问题。”特别需要注意, 写作前要把“要求和询问”的内容补充为完整句子, 明确动作的主语, 写作时才不会出错。第6页/共18页Jan

3、uary ( Jan. ) 一月 February ( Feb. ) 二月March ( Mar. ) 三月 April ( Apr. ) 四月( May 五月, June 六月, July 七月不缩写 )August ( Aug. ) 八月 September ( Sept. ) 九月October ( Oct. ) 十月 November ( Nov. ) 十一月December ( Dec. ) 十二月 In May; On 5th. May ;on May 5. 第7页/共18页 常用句型积累 1) I am writing to you to complain about . 2)

4、I am writing to express my dissatisfaction with.(首句） 3) I can hardly bear /tolerate /put up with it any more. 4) To be frank, I am not prepared to put up with the situation any more. 5) I hope that the authorities concerned will consider my suggestions and improve the situation as best as they can.

5、6) We trust that you will now consider this matter seriously. 7) We will appreciate your willingness to make up for the loss. 8) I think its high time you realized(我认为是你认识到的时候了).第8页/共18页1.投 诉.2.不满于.3.不能忍受4.糟糕的5.糟糕的服务6.不可思议的7.令某人大失所望8.调查 1. complain to sb. about sth. (complaint n)2. express my dissat

6、isfaction with /be dissatisfied with sth.3. hardly put up with / bear / tolerate any more 4. awful5. poor unbelivable 7. out of ones expectation(s) Much to my disappointment,8. look into / go into / investigate第9页/共18页9.go wrong10. return my money to me 11.apply for a full refund12.worse still/Whats

7、 worse/To make things worse,13.delay in delivering14. for the above reasons15. pay for the postage16. make an apology相关短语9.出毛病10.退还我钱11.申请全额退款12.更糟糕的是13.推迟交货14.基于上述理由15.付邮资16. 道歉第10页/共18页例题导写1. 开门见山、写明目的。凡书信开头, 一般可使用“Im writing to.”的句型开门见山点明写信目的。请根据中文完成句子。(1) I am writing to make a complaint about _

8、.(我在你网站上购买的鞋子)the pair of shoes I bought on your website第11页/共18页(3) I am writing to inform you that _. (我不满意在你网站上购买的鞋子)(4) I am writing to _ (对表示失望)the shoes I bought from your website.show my disappointmentaboutsatisfied with the shoes bought on yourI am notwebsite第12页/共18页(2) I am writing to comp

9、lain that _. _(我在你网站上购买的鞋子有点问题)there is something wrong with the pair of shoes I bought on your website第13页/共18页(3) (申购情况和实际情况的对比)我订购的是, 但我收到的是What I ordered was. but I received.(4) 一双37码的鞋子 a pair of size-nine shoes, a pair of shoes of size nine第14页/共18页(5) 邮费 _(6) 给某人退款/某人获得退款 _postagegive sb. a r

10、efund/get ones refund(7) 寄回: _(8) 为付款: _send /post .backpay for .第15页/共18页参考范文 Dear Sir， Im writing to complain about a pair of sneakers I recently purchased from your website. What I ordered was a pair of black size-37 shoes but I received a pair of white, size-38 shoes instead. Worse still, there was a ten-day delay in delivering my shoes, which should have been received on April 10. 第16页/共18页For the above reasons, I demand either a new pair of black size-nine shoes be posted to me immediately or I should be given a full