应用文写作之投诉信

投诉信写作技巧指导1/42贝多芬背多分2/42

一、文体概述

投诉信是人们在碰到一些不文明现象、所购商品质量差、售后服务不满意等情况下处理问题一个方法。所以，投诉信去处通常有两种：一是给服务单位即经销商或生产厂家;二是给报社或消委会等相关部门。不论是哪一个，都必须把投诉或反应问题及怎样处理愿望传递给对方。在语言方面，要注意把握分寸，要公平、公正。3/42投诉信应包含三个方面内容:(三段式)

1.表明写信目标，投诉内容。2.投诉详细原因、问题经过及产生后果。3.提出处理方案/希望得到结果。4/42格式：与普通书信格式一样，但第一句话不是问好，而是通常直接切入主题。如第一类投诉信：I’mwritingtocomplainaboutthe….(that/which)Ibought….最终通常会加上一句：Thankyouforyourconsideration/attention.

第二类投诉信第一句话可能是：Iamwritingthislettertoreflectsomeproblems(that/which)Icameacrossandappealtotheimprovementoftheserviceindustry.二、文体特点5/422.时态：多为普通过去时，文末希望或要求则多用普通现在时。3.人称：多为第一人称二、文体特点6/42【预习效果检测】一、投诉信必备词汇：（1）单词：1.埋怨，投诉v.__________；n.___________2.通知v.

__________3.服务n.__________4.态度n._________5.用户n.__________6.处理方法n._______7.质量n._______8.订货v.______9.运行，运转v.______10.店员,销售员n._______11.维修v._______12.退款n.________13.更换n.____________complaincomplaintinformserviceattitudecustomersolutionqualityworkorderclerkrepairreplacementrefund7/4214.感到失望adj.___________令人失望adj.___________

v.___________n.___________15.恼人adj.___________16.遗憾___________17.令人不满意adj.___________感到不满意adj.___________v.使...满意________;使...不满意__________

n.满意___________;不满意___________disappointeddisappointingdisappointdisappointmentannoyingunsatisfying/unsatisfactoryunsatisfiedsatisfydissatisfysatisfactiondissatisfactionregretful8/421.埋怨…________________________2.表示不满________________________3.忍受…________________________4.对……满意________________________5.糟糕服务________________________6.采取办法________________________7.处理问题________________________poorservicecomplainabout/makeacomplaintaboutexpress/conveyone’sdissatisfactionputupwithbesatisfied/contentwith一、投诉信必备词汇：（2）短语：takemeasures(todo)solve/settle/dealwith/dowiththeproblem9/428.预防……发生________________________9.调查此次事件

________________________10.以粗鲁方式________________________inarudemannerprevent…fromhappeninglookinto/investigatethematter/incident11.向……道歉______________________12.出乎意料______________________13.尽快______________________14.把某事切记在心______________________makeanapologyto…/apologizeto…outofone’sexpectationassoonaspossiblekeep/bearsth.inmind15.严厉地对待____________16.努力(做)……_____________take…seriouslymakeaneffort(todo)10/42二、必备句型:(翻译)（1）表明写信目标：1.我写信是为了投诉你们服务质量。I’mwritingtocomplainabout/makeacomplaintaboutyourquality/standardofservice.2.我写信是为了表示关于对你们服务员服务态度不满。Iamwritingtoexpressmydissatisfactionaboutthepoorservice(attitude)ofyourwaiters.11/42（2）说明投诉内容:3.我想让您注意你们产品质量。

Iwouldliketodrawyourattentiontothequalityofyourproducts.4.我对……不满意有一些主要原因。首先，……更糟糕是，……最终，……TherearesomemainreasonswhyIamnotcontentwith…Atfirst,…What’sworse,…Eventually/Lastbutnotleast,…12/42（3）提出处理方案:5.所以，我要求你发一个新给我。Therefore,Irequirethatyou(should)sendmeanewone.6.我真诚地希望你能认真调查这件事情，以及采取恰当办法预防类似事件再次发生。Isincerelyhopethatyouwilllookintothismatterseriouslyandtakeproper/effectivemeasurestopreventsuchanincidenthappeningagain.Itismysincerehopethatyouwillinvestigatetheincidentseriouslyandpropermeasuresshouldbetakentopreventtherecurrenceofthiskind.13/427.你若能尽快采取办法处理这个问题，我将感激不尽。Iwouldappreciateitverymuchifyoucouldtakemeasurestodealwith/solvetheproblemassoonaspossible.（4）表示礼貌感激:8.假如你能对此事给予足够重视，我将非常感激。Iwouldappreciateitverymuchifyoucouldgivedueattentiontothismatter.14/42【题目回放】双语报34期A4版:假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段时间使用，你发觉了一些不尽如人意地方。请你用英语给该网站责任人史密斯先生写一封投诉信。内容以下：

1.内容更新不及时；

2.有些话题不适合中学生；

3.有些材料是从别网站上转载过来；

4.你期望。15/42注意：词数100左右（开头与落款已给出，不记词数。）2.能够适当增加细节，以使行文连贯。提醒词汇：更新update转载reproduceDearMr.Smith,I’mLiHua,andI’verecentlysignedupforyourEnglishlearningwebsite.______________________________________________________________________________Yoursfaithfully,LiHua16/42

1.审题并构思文章结构:假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段时间使用，你发觉了一些不尽如人意地方。请你用英语给该网站责任人史密斯先生写一封投诉信。内容以下：

1.内容更新不及时；

2.有些话题不适合中学生；

3.有些材料是从别网站上转载过来；

4.你期望。P1P2P32.判断时态:P1:普通过去时+现在进行时P2:普通现在时（客观现象）P3:普通现在/未来时3.人称:一、三17/42

4.构思语言表示:假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段时间使用，你发觉了一些不尽如人意地方。请你用英语给该网站责任人史密斯先生写一封投诉信。内容以下：

P1DearMr.Smith,I’mLiHua,andI’verecentlysignedupforyourEnglishlearningwebsite.However,afterusingitforsometime,Ifoundsomeunsatisfyingproblems.Now,I’mwritingtocomplainaboutthem.18/421.内容更新不及时；

2.有些话题不适合中学生；

3.有些材料是从别网站上转载过来；P2Thecontentcannotbeupdatedintime.Sometopicsarenotproperformiddleschoolstudents.Somematerialsarereproducedfromotherwebsites.

Firstofall,thecontentcannotbeupdatedintime,whichmakesitimpossibleformetolearnsomethingnewrelatedtomylessonsatschool.Muchtomydissatisfaction,somematerials,especiallythereadingones,arenotproperforusmiddleschoolstudents.Lastbutnotleast,Ifindsomematerialsarereproducedfromotherwebsites.19/424.你期望。P3Iknowyourwebsiteisafamousone,butmyexperienceshowsthatyourserviceneedsimprovement.Itrustthatyou’lltakethismatterseriouslyandmakeanefforttopreventtherecurrenceofthiskind.Iamlookingforwardtoyourearlyreply.20/42参考范文：DearMr.Smith,I’mLiHua,andI’verecentlysignedupforyourEnglishlearningwebsite.However,someproblemshavearisen,makingmedissatisfied.Now,I’mwritingtocomplainaboutthem.Firstofall,thecontentcannotbeupdatedintime,whichmakesitimpossibleformetolearnsomethingnewrelatedtomylessonsatschool.Muchtomydissatisfaction,somematerials,especiallythereadingones,arenotproper21/42forusmiddleschoolstudents.Lastbutnotleast,Ifindsomematerialsarereproducedfromotherwebsites.Iknowyourwebsiteisafamousone,butmyexperienceshowsthatyourserviceneedsimprovement.Itrustthatyou’lltakethismatterseriouslyandmakeaneffortto

preventtherecurrenceofthiskind.Iamlookingforwardtoyourearlyreply.

Yoursfaithfully,LiHua22/42学生习作欣赏Learning&sharing23/42黄秋灵24/42李敏华25/42植树广26/42此次作文写得很好同学：18分：李敏华、林晓枫、植树广、黄钰莹

17分：梁健欣、李婉梅、廖海燕、李倩、莫洁文、罗思思、黄宇鹏、李华清、萧峰、27/42Summary:书面表示高分要诀：1)书写美观；

2)字数达标（100~120）；3)内容扣题、结构合理、关键点完整、拓展恰当；

4)句子结构准确、语言表示得体；

5)语言流畅、文章连贯。28/42投诉信格式模板：Dear________，

Iam________(自我介绍).IfeelbadtotroubleyoubutIamafraidthatIhavetomakeacomplaintabout________(埋怨事情)．

Thereasonformydissatisfactionis________(总体介绍).Inthefirstplace,________(埋怨第一个方面).Inaddition,________(埋怨第二个方面).Underthesecircumstances,Ifindit________(感觉)to________(埋怨方面带来后果)．29/42

Iappreciateitverymuchifyoucould________(提出提议和请求),preferably________(深入要求),andIwouldliketohavethismattersettledby________(设定处理事情最终期限)．

ThankyouforyourconsiderationandIwillbelookingforwardtoyourreply.Yourssincerely，LiMing30/42假定你是李华，上周六，你有一次不愉快就餐经历，对餐厅服务员态度非常不满意。于是你给该餐厅老板写一封投诉信。关键点以下：1.问题：牛肉面有苍蝇，服务员态度粗鲁。2.要求：餐厅赔礼道歉。

注意：1.词数100左右。2.能够适当增加细节，以使行文连贯。3.开头语和结束语已为你写好。课后作业：《名师指津二轮复习》P19131/42DearSir,IamLiHua,afrequentcustomerinyourrestaurant._______________________________________________________________________________________________________________________________________________________________________________Ilookforwardtoabetterservicenexttime.Sincerelyyours,LiHua32/42Thankyou!33/42DearSir,

IamLiHua,afrequentcustomerinyourrestaurant.IhavebeenpleasedwithyourexcellentserviceforyearsbutnowI’mwritingtoexpressmydissatisfactionaboutthepoorserviceofyourwaiters.LastSaturday,IwenttoyourrestauranttohavelunchbutIhadanawfulexperience.Whenhavingbeefnoodles,Isuddenlyfoundthereweretwofliesinthem,whichdisgustedmealot.

34/42SoIaskedthewaitertochangeanotherdish.Outofmyexpectation,hedidn’tchangeitbutsaidinarudemannerthathewastoobusytosolvetheproblem.Needlesstosay,suchawayoftreatingcustomersisunacceptable.

It’smysincerehopethatyoucaninvestigatethematterseriouslyandmakeaformalapologytome.

Ilookforwardtoabetterservicenexttime.Sincerelyyours,LiHua35/42练习1：假设你叫李华，最近在某英文购物网站上购置了一条裤子，但出现了一些问题。请你给网站写一封投诉信，包含以下内容。1.写信目标；2.投诉内容：3.要求：重新邮寄或全额退款(afullrefund);对方负担邮费。申购情况实际情况颜色黑色深绿色号数2729应该到货日期3月1日3月15日36/42注意：1．词数100左右；2．能够适当增加细节，以使行文连贯；3．信开头已为你写好。DearSir，____________________________________________________________________________________________________________________________________________________Yourssincerely，LiHua37/42Onepossibleversion：

Dear

Sir

，

I'm

writingtocomplain

about

apairoftrousersIrecentlypurchasedfromyourwebsite.WhatIorderedwasapairofblack

size-27

trousersbutIreceivedapairofdarkgreensize-29trousersinstead.Worsestill,therewasafifteen-day

delayindeliveringmytrousers,whichhadbeenexpectedtoarriveonMarch1st.Fortheabovereasons,Idemand(that)eitheranewpairofblacksize-27trousers(should)bepostedtomeimmediatelyorI(should)begiven

afullrefund.Also,yourcompanyissupposedto

payforthepostageforthewrongtrousers(that)I’llsendback.Thankyouforyourconsideration.