Letters of Complaint(1).ppt

1、Letters of Complaint,In our daily life, complaints take place now and then. More often do they in business. Because business relations cant always go smoothly. Sometimes mistakes or incidents will happen. In most cases, they take place when the buyer receives the sellers delivery. On testing, the bu

2、yer finds that the products are not in accordance with the contract. The buyer mainly complains about the products in quality, damage, packing, shortage and the wrong or delayed delivery.,Introduction,Purpose,The purpose of the complaining/claim letter is to convince the reader that you are a fair a

3、nd honest customer who is justifiably dissatisfied, and that you have a legitimate complaint that deserves a desired response.,Letters of complaint usually include the following stages:,Background describe the situation Problem cause and effect Solution Warning (optional) Closing,Reminders, Write th

4、is letter in mild mood and proper words. Make your letter brief and to the point. Include all important facts about the problem. State exactly what you want the recipient(收信人) to do about the problem. Avoid writing an angry letter. The person reading your letter probably is not responsible for your

5、problem but may be very helpful in resolving it. Keep a copy of letters you write,Common used words and phrase,complain v. 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，危机 service n.服务 missing adj. 漏掉 quality n.质量 delay n.&v. 延误，延迟 concerning adj. 有关的 fault n. 错误， 差错 apolog

6、ize v.道歉,be dissatisfied with 对.不满 make a complaint about 提出投诉 due to 由于 solve a problem 解决问题 be unlikely to 不可能 complain about / of 投诉，抱怨 look into 调查 ask for compensation 要求赔偿 make a claim with/against sb 向某人提出索赔,Useful Sentence Patterns,Starting: I am writing this letter to complain about I am wr

7、iting to express my dissatisfaction / disappointment / concern about I regret to inform you that I was not at all satisfied with your service. I wish to complain strongly about the inconvenience caused to me last week by your companys inadequate performance. I am sorry that I have to write this lett

8、er of complaint because I wish to draw your attention to This letter is to notify you that the poor living condition in my apartment should be brought to your attention.,Useful Sentence Patterns,The middle part The efficiency of your working staff leaves much to be desired. The reservation service i

9、n the restaurant has proved most unreliable. I am totally disappointed to find that some of the waiters in your pub behave so rudely. This is more than I could bear / tolerate. I was shocked at the unpleasant situation in my flat.,Useful Sentence Patterns,Ending: I understand you would give immediat

10、e attention to this matter. We trust that you will consider this matter seriously and make an effort to prevent the recurrence of this kind. I hope that the authorities concerned will consider my suggestions and improve the situation as best as they can. We shall be glad to have your explanation and

11、 to know what steps you are going to take in the way of compensating for the damage / loss. I am offering you the opportunity to carry out the necessary work to rectify the defect. I would be grateful if you could Please give this matter your urgent consideration. Please acknowledge receipt of this

12、letter and settle the claim as soon as possible. Your prompt attention to this matter will be appreciated. We should be obliged if you would look into the matter and let us know what you propose to do.,Template,Dear_, I am _ (自我介绍) .I feel bad to trouble you but I am afraid that I have to make a com

13、plaint about_. The reason for my dissatisfaction is _(总体介绍). In the first place,_(抱怨的第一个方面). In addition, _(抱怨的第二个方面). Under these circumstances, I find it _ (感觉)_(抱怨的方面给你带来的后果). I appreciate it very much if you could _(提出建议和请求), preferably _(进一步的要求),and I would like to have this matter settled by _

14、(设定解决事情最后期限). Thank you for your consideration and I will be looking forward to your reply. Yours sincerely, xxx,Sample 1 :For Delay in Shipment (由于发货延迟而抱怨),Dear Sirs , The furniture we ordered from you should have reached us a week ago .Needless to say , the delay in delivery has put us to great in

15、convenience .It is therefore imperative that you dispatch them immediately .Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere. Please look into the matter as one of urgency and let us have your reply as early as possible . Yours faithfully, Tom,Sample 2 :For bad qualit

16、y,Feb.13,2009 Dear Sir/Madam: Im writing to complain about the Hero fountain pen I have bought from your shop recently. The problem is that I have been unable to use the pen because it leaks and never writes without making blots. I am very disappointed with my purchase. On the advice of the manager

17、of your store, I am returning the pen to you and enclosing it with this letter for correction of the fault. Would you please let me know whether you would be willing to replace it with a new one and send it to me as soon as possible? Thank you for your consideration. And I am looking forward to an e

18、arly reply. Sincerely yours, Li Ming,Sample 3 :poor hygienic condition in restaurant,Dear Mr. Green, As you know, your restaurant has been enjoying a very good fame in our community for the past two years. However, I wonder if you have noticed that the condition in your kitchen is no longer tidy and spotlessly clean. The awful smell has spread even to the nearly park. Hygiene is particularly important for a place where people take in food. We as your constant customers write this letter to you with the best intentions. None of us would like t