A-Letter-of-Complaint.ppt

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1、A Letter of Complaint Learning Objectives Diction Key Expressions Format A Letter of Complaint 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：应注意事项：应客观客观讲述实际情况；讲述实际情况；言辞尽可能言辞尽

2、可能冷静理智冷静理智， 并表现出并表现出文文明礼貌明礼貌。030301010202040405052. The Main Parts 主要部分赔偿要求赔偿要求solution/option：就写明合法合理：就写明合法合理的赔偿要求，或进一步要采取的行动。的赔偿要求，或进一步要采取的行动。造成影响（造成影响（problem） ：可写明此次事：可写明此次事件对其公司以及对于作者造成的不良件对其公司以及对于作者造成的不良影响。影响。事情经过（事情经过（background）：客观描述）：客观描述事情的原委，绝不能杜撰或歪曲事实。事情的原委，绝不能杜撰或歪曲事实。写信目的写信目的 （purpose）

3、：应开门见山提出投：应开门见山提出投诉的内容诉的内容结语（结语（closing）010203040506070809010203040506070809complain v. 抱怨，投诉抱怨，投诉 goods n. 货物货物defect n. 缺点，不足之处缺点，不足之处 flaw n.缺陷缺陷hurt v. 伤害伤害 endanger v. 危害，危及危害，危及service n.服务服务quality n.质量质量inconvenience n. 不方便不方便 missing adj. 漏掉的漏掉的delay n. & v. 延误，延迟延误，延迟123456Exercise: please

4、 give the English version of the following wordsm投诉：投诉：m货物：货物：m缺点：缺点： 缺陷：缺陷：m伤害：伤害： 危害，危及：危害，危及：m服务服务: : m质量：质量： m延误，延迟：延误，延迟：m不方便：不方便：complain about goodsflaw defecthurtendangerservicequalitydelayinconveniencemconcerning madj. 有关的有关的mfault mn. 错误，错误， 差错差错 mapologize mv.道歉道歉mdue to m由于由于 msolve a pr

5、oblem m解决问题解决问题mlook into m调查调查Exercise: please give the Chinese version of the following wordsDear _, I am _(自我介绍自我介绍). 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/purpose4. Tem

6、plate-4. Template-background background On (date), I (bought, leased, rented, 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.Unfortunate

7、ly, your product Unfortunately, your product (or service) (or service) has not performed well has not performed well (or the service was (or the service was inadequateinadequate) because ) because ( (问题描述问题描述) ). . I am I am disappointed because disappointed because (explain the problem(explain the

8、problemE.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 amount4. Template-problem 4.template-option/solution Id appreciate it very much if you could _(提出建议和请求提出建议和请求) and I would like to have this

9、 matter settled by _(设定解决事情最后期限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：写信人：Mr. Robert Steinbeck收信人：收信人：店方写信时间：写信时间：2016年1月日投诉内容：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

10、方本着顾客至上的理念，注意改进顾客服务态度。SampleDear 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 times. The woman assistant showed impatience

11、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 Steinbeck5.Exercise2-Please write a letter of complaint86-THANK YOU！