complaint-letters-投诉信

1、Business English Writing,Complaint Letters,Business English Writing,In this module, you are expected,Objectives,to learn about the main contents and language features of Complaint Letters,to write appropriate and effective Complaint Letters,Business English Writing,What should we do if we meet,damag

2、ed or faulty goods deferred/ delayed delivery false documents inconformity (short weight, wrong goods, unsolicited goods etc) Inferior quality,Business English Writing,steps,1. Complain to the business in person or by phone 2. Write a complaint letter To the person whose name you were given or someo

3、ne in the customer-service department. 3. complain to the authorities concerned Better Business Bureau / local Consumer Association / Industrial and Commercial Bureau / consumer council 4. take legal action Bring an accusation against the company,Business English Writing,Situation,Try It Yourself,Yo

4、u bought a pair of sneakers on an overseas shopping website on December 1. Theres something wrong with the shoes as follows. Compose a complaint letter about this. Supply necessary information by yourself.,Business English Writing,Necessary Knowledge,Format Contents Language features Tips for writin

5、g,Your name Address Date Mr. (or Ms.) _ (if you have a contact name) Company name Address of the company Dear Mr. (or Ms.) _, Body Sincerely, Signature Typed name Enclosures documents you have enclosed , if any,Business English Writing,Contents,Para I - State facts of situation including dates, name

6、s, reference numbers keep this very concise and brief Para II - State your suggested solution State exactly what you want it to be done about the problem and how long you are willing to wait to get it resolved. Be reasonable Para III - State that you look forward to hearing from them soon and that y

7、ou appreciate their help Tell them how long you would like to wait Avoid writing an angry, sarcastic, or threatening letter,Business English Writing,Language features,Be polite if you want to get a positive result Be firm, but understanding, harsh words will only inflame the situation Be brief Keep

8、your complaint letter to one page, and write short paragraphs rather than long ones,Business English Writing,Begin your letter on a positive tone Consider how youd react if an angry customer approaches you and shouts obscenities versus someone who smiles who begins the conversion with compliments. M

9、aintain a firm but respectful tone and avoid aggressive, accusing language Keep your complaint letter concise and professional Use the passive voice to avoid making accusations,Business English Writing,The Passive Voice,You didnt check the shower before I moved in. The shower was not checked before

10、I moved in.,Passive voice: simply stating a fact that needs to be resolved,Active Voice: placing responsibility for a mistake on someone,Business English Writing,Two ways of writing,You didnt give me the correct schedule, now I dont know my classes. Response: You did not provide me with the informat

11、ion I needed, your student ID number was wrong. I could not have given you the correct schedule. (defensive response),Business English Writing,Sorry to trouble you, unfortunately the correct schedule was not given to me. My ID number is 148375421, can you assist me in this matter? (passive request f

12、or help) Sure, of course. Sorry for any inconvenience. Please come to the office between 9 and 12 on Tuesday morning. (helpful, polite response),Business English Writing,Change these sentences to a more polite form using the passive voice.,You charged me extra for this months rent. I was charged ext

13、ra for this months rent. Extra charges appeared on this months rent. You didnt fix my rear windows by the agreed on time. My rear windows have not been fixed by the time we agreed. My rear windows were not fixed on time.,Business English Writing,You failed to provide me with a classroom that has a c

14、omputer/ I wasnt provided with a computer classroom by your office/by your staff. I have not been provided with a classroom that has a computer. A computer classroom was not provided to me. A classroom with a computer is still not available to me.,Business English Writing,The Passive Voice,Avoid con

15、frontation Accusing someone of failing to do something can make them defensive. It is NOT important in most cases who is responsible. What is important is resolving the problem. Preserve friendly and harmonious relationships with your coworkers,Business English Writing,Tips for writing,Assume Good F

16、aith, most people are good, decent, and honest. Assume that this problem is a mistake and they will be happy to correct it. Address your letter to a specific person Letters addressed to Dear Sir or To Whom it May Concern are not as effective and will likely not reach the right person. Call ahead and

17、 ask for the name of the manager and his or her administrative assistant. Writing to the assistant may ensure your letter reaches the manager.,Business English Writing,Be honest and straightforward Include sufficient detail to back up your claim and to show that you have thoroughly researched the su

18、bject. However, omit irrelevant details. Say what you want for your complaint to be resolved Give a reasonable timetable for action to be taken before you will consider other options,Business English Writing,Include your contact information Include your name, address, phone number, and e-mail addres

19、s, if desired, so that the person(s) can reach you to discuss any questions or concerns. Keep a copy of letters you write,Opening paragraph,Its a good idea to say something positive in the opening paragraph, this lets the recipient know that you value what they HAVE done for you. I am generally plea

20、sed with the accommodation you have provided. (this shows that you like MOST of the apartment),Paragraph 2,Open the second paragraph with a sentence that begins to allude to the problem e.g. It is understandable that problems may go unnoticed before a tenant moves in. Write your complaint e.g. I am writing to complain about Write what you want done to solve the problem. e.g. Please replace / repair Write the actions you will take if your complaint is not managed. e.g. If you fail to resol