A-Letter-of-Complaint.ppt

1、投诉信 A letter of complaint,A Letter of Complaint Learning Objectives,Diction,Key Expressions,Format,A Letter of Complaint,1,2,When there are problems with faulty goods or services, it is often a good idea to put the details of the complaint in writing.,1. When do we write a letter of complaint,注意事项：应

2、客观讲述实际情况；言辞尽可能冷静理智， 并表现出文明礼貌。,03,01,02,04,05,2. The Main Parts 主要部分,赔偿要求solution/option：就写明合法合理的赔偿要求，或进一步要采取的行动。,造成影响（problem） ：可写明此次事件对其公司以及对于作者造成的不良影响。,事情经过（background）：客观描述事情的原委，绝不能杜撰或歪曲事实。,写信目的 （purpose） ：应开门见山提出投诉的内容,结语（closing）,01,02,03,04,05,06,07,08,09,01,02,03,04,05,06,07,08,09,complain v.

3、抱怨，投诉,goods n. 货物,defect n. 缺点，不足之处 flaw n.缺陷,hurt v. 伤害 endanger v. 危害，危及,service n.服务,quality n.质量,inconvenience n. 不方便,missing adj. 漏掉的,delay n. & v. 延误，延迟,3. Expressions,Service n. 服务,fault n. 错误， 差错,apologize v.道歉,due to 由于,solve a problem 解决问题,look into 调查,1,2,3,4,5,6,3. Expressions,Exercise:

4、please give the English version of the following words,投诉： 货物： 缺点： 缺陷： 伤害： 危害，危及： 服务: 质量： 延误，延迟： 不方便：,complain about,goods,flaw,defect,hurt,endanger,service,quality,delay,inconvenience,concerning adj. 有关的 fault n. 错误， 差错 apologize v.道歉,due to 由于 solve a problem 解决问题 look into 调查,Exercise: please giv

5、e the Chinese version of the following words,Dear _, I am _(自我介绍). I feel bad to trouble you but I am afraid that I have to make a complaint about _./ Im writing to complain about / Im writing on account of ,4. Template -introduction/purpose,4. Template-background,On (date), I (bought, leased, rente

6、d, or had repaired) a (name of the product, or service) at (location and other important details).,Eg. On last Friday, I bought a Chinsese-English dictionary from/at your bookstore when I was on a trip in Shanghai.,Unfortunately, your product (or service) has not performed well (or the service was i

7、nadequate) because (问题描述). I am disappointed because (explain the problem,01,E.g. 1. unfortunately，some pages are missing. 2. the product does not work properly. 3. the service was not performed correctly 4.I was billed the wrong amount,02,4. Template-problem,4.template-option/solution,Id appreciate

8、 it very much if you could _(提出建议和请求) and I would like to have this matter settled by _(设定解决事情最后期限). Thank you for your consideration and I will be looking forward to your reply.,4.template-closing,Yours sincerely, ,5. Exercise1-please write a letter of complaint,写信人：Mr. Robert Steinbeck 收信人：店方 写信时间

9、：2016年1月日 投诉内容：店员待客粗暴，出语伤人，接待顾客怠慢，显得很不耐烦。希望店方本着顾客至上的理念，注意改进顾客服务态度。,Sample,Dear Sir/Madam, Im Robert. Im writing to make a complaint about your shop assistants attitude towards their customers. When we were shopping yesterday in your department store, your assistant didnt come until we called several

10、 times. The woman assistant showed impatience before we made our decision on what to buy. And whats more, she even called ugly names when we decided not to buy things.,Sample,Your assistants actions could affect your business and upset your customers. Id appreciate it if the shop assistant could apology for her impolite behavior and if you could pay more attention to the service in your shop. Thank you for your consideration and I will be looking forward to your reply. Yours faithfully, Mr.Robert Steinbeck,5.Exercise2-Please write a letter of complaint,假设你是李明，你