应用文写作之投诉信教学教材.ppt

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1、应用文写作之投诉信 一、文体概述 投诉信是人们在遇到一些不文明现象、投诉信是人们在遇到一些不文明现象、所购商品质量差、售后服务不满意等情况下所购商品质量差、售后服务不满意等情况下解决问题的一个方法。解决问题的一个方法。因此，投诉信的去处通常有因此，投诉信的去处通常有两种两种：一是给服务单位即经销商或生产厂家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有关部门。二是给报社或消委会等有关部门。不管是哪一种，都必须把投诉或反映的不管是哪一种，都必须把投诉或反映的问题及如何解决的愿望传递给对方。在语言问题及如何解决的愿望传递给对方。在语言方面，要注意把握分寸，要公平、公正。方面，要注意把握分

2、寸，要公平、公正。投诉信应投诉信应包括三个方面的内容包括三个方面的内容:(三段式三段式)1.表明写信目的，投诉的内容。表明写信目的，投诉的内容。2.投诉的具体原因、问题的经过及产生的投诉的具体原因、问题的经过及产生的 后果。后果。3.提出解决方案提出解决方案/希望得到的结果。希望得到的结果。1.格式格式：与一般的书信格式一样，但第一句：与一般的书信格式一样，但第一句话不是问好，而是通常直接切入主题。如话不是问好，而是通常直接切入主题。如第一类投诉信：第一类投诉信：Im writing to complain about the.(that/which)I bought.最最后通常会加上一句：后

3、通常会加上一句：Thank you for your consideration/attention.第二类投诉信第一句话可能是：第二类投诉信第一句话可能是：I am writing this letter to reflect some problems(that/which)I came across and appeal to the improvement of the service industry.二、文体特点2.时态时态：多为：多为一般过去时一般过去时，文末的，文末的希望或要希望或要求求则多用则多用一般现在时一般现在时。3.人称人称：多为：多为第一人称第一人称二、文体特点【预习

4、效果检测预习效果检测】一、投诉信必备词汇：一、投诉信必备词汇：（1）单词：）单词：1.抱怨，投诉抱怨，投诉 v._；n._2.通知通知 v._ 3.服务服务 n._ 4.态度态度 n._ 5.顾客顾客n._6.解决办法解决办法 n._ 7.质量质量n._8.订货订货 v._ 9.运行，运转运行，运转v._ 10.店员店员,销售员销售员n._ 11.维修维修v._ 12.退款退款n._ 13.更换更换n._complaincomplaintinformserviceattitudecustomersolutionqualityworkorderclerkrepairreplacementrefu

5、nd14.感到失望的感到失望的 adj._ 令人失望的令人失望的 adj._ v._ n._ 15.恼人的恼人的 adj._ 16.遗憾的遗憾的 _17.令人不满意的令人不满意的 adj._ 感到不满意的感到不满意的 adj._ v.使使.满意满意 _;使使.不满意不满意 _ n.满意满意_;不满意不满意 _ disappointeddisappointingdisappointdisappointmentannoyingunsatisfying/unsatisfactoryunsatisfiedsatisfydissatisfysatisfactiondissatisfactionregre

6、tful1.抱怨抱怨 _2.表达不满表达不满 _3.忍受忍受 _4.对对满意满意 _5.糟糕的服务糟糕的服务 _6.采取措施采取措施 _7.解决问题解决问题 _poor servicecomplain about/make a complaint aboutexpress/convey ones dissatisfactionput up withbe satisfied/content with一、投诉信必备词汇：一、投诉信必备词汇：（2）短语：）短语：take measures(to do)solve/settle/deal with/do withthe problem8.预防预防发生发

7、生 _9.调查此次事件调查此次事件 _10.以粗鲁的方式以粗鲁的方式 _in a rude mannerpreventfrom happeninglook into/investigate the matter/incident11.向向道歉道歉 _12.出乎意料出乎意料 _13.尽快尽快 _14.把某事牢记在心把某事牢记在心 _make an apology to/apologize toout of ones expectationas soon as possiblekeep/bear sth.in mind15.严肃地对待严肃地对待 _16.努力努力(做做)_take seriousl

8、ymake an effort(to do)二、必备句型二、必备句型:(翻译翻译)（1）表明写信目的：）表明写信目的：1.我写信是为了投诉你们的服务质量。我写信是为了投诉你们的服务质量。Im writing to complain about/make a complaint about your quality/standard of service.2.我写信是为了表达关于对你们的服务员的服务我写信是为了表达关于对你们的服务员的服务态度的不满。态度的不满。I am writing to express my dissatisfaction about the poor service(at

9、titude)of your waiters.（2）说明投诉内容）说明投诉内容:3.我想让您注意你们的产品质量。我想让您注意你们的产品质量。I would like to draw your attention to the quality of your products.4.我对我对不满意有一些主要原因。首先，不满意有一些主要原因。首先，更糟糕的是，更糟糕的是，最后，最后，There are some main reasons why I am not content with At first,Whats worse,Eventually/Last but not least,（3）提出

10、解决方案）提出解决方案:5.因此，我要求你发一个新的给我。因此，我要求你发一个新的给我。Therefore,I require that you(should)send me a new one.6.我真诚地希望你能认真调查这件事情，以及我真诚地希望你能认真调查这件事情，以及采取恰当的措施防止类似事件再次发生。采取恰当的措施防止类似事件再次发生。I sincerely hope that you will look into this matter seriously and take proper/effective measures to prevent such an incident

11、happening again.It is my sincere hope that you will investigate the incident seriously and proper measures should be taken to prevent the recurrence of this kind.7.你若能尽快采取措施处理这个问题，我将感你若能尽快采取措施处理这个问题，我将感激不尽。激不尽。I would appreciate it very much if you could take measures to deal with/solve the problem

12、as soon as possible.（4）表达礼貌感谢）表达礼貌感谢:8.如果你能对此事给予足够的重视，我将非常感如果你能对此事给予足够的重视，我将非常感谢。谢。I would appreciate it very much if you could give due attention to this matter.【题目回放题目回放】双语报双语报34期期A4版版:假设你叫李华，最近你在网上注册加假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段入了一个中学生英语学习网站，经过一段时间的使用，你发现了一些不尽如人意的时间的使用，你发现了一些不尽如人意的地方。请你用英语给

13、该网站负责人史密斯地方。请你用英语给该网站负责人史密斯先生写一封投诉信。内容如下：先生写一封投诉信。内容如下：1.内容更新不及时；内容更新不及时；2.有些话题不适合中学生；有些话题不适合中学生；3.有些材料是从别的网站上转载过来的；有些材料是从别的网站上转载过来的；4.你的期望。你的期望。注意：注意：1.词数词数100左右（开头与落款已给出，不记词左右（开头与落款已给出，不记词数。）数。）2.可以适当增加细节，以使行文连贯。可以适当增加细节，以使行文连贯。提示词汇：提示词汇：更新更新 update 转载转载 reproduce Dear Mr.Smith,Im Li Hua,and Ive r

14、ecently signed up for your English learning website._ _ _ Yours faithfully,Li Hua 1.审题并构思文章结构审题并构思文章结构:假设你叫李华，最近你在网上注册加假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段入了一个中学生英语学习网站，经过一段时间的使用，你发现了一些不尽如人意的时间的使用，你发现了一些不尽如人意的地方。请你用英语给该网站负责人史密斯地方。请你用英语给该网站负责人史密斯先生写一封投诉信。内容如下：先生写一封投诉信。内容如下：1.内容更新不及时；内容更新不及时；2.有些话题不适合中学

15、生；有些话题不适合中学生；3.有些材料是从别的网站上转载过来的；有些材料是从别的网站上转载过来的；4.你的期望。你的期望。P1P2P32.判断时态判断时态:P1:一般过去时一般过去时+现在进行时现在进行时P2:一般现在时一般现在时（客观现象）（客观现象）P3:一般现在一般现在/将来时将来时 3.人称人称:一、三一、三 4.构思语言表达构思语言表达:假设你叫李华，最近你在网上注册加假设你叫李华，最近你在网上注册加入了一个中学生英语学习网站，经过一段入了一个中学生英语学习网站，经过一段时间的使用，你发现了一些不尽如人意的时间的使用，你发现了一些不尽如人意的地方。请你用英语给该网站负责人史密斯地方。

16、请你用英语给该网站负责人史密斯先生写一封投诉信。内容如下：先生写一封投诉信。内容如下：P1Dear Mr.Smith,Im Li Hua,and Ive recently signed up for your English learning website.However,after using it for some time,I found some unsatisfying problems.Now,Im writing to complain about them.1.内容更新不及时；内容更新不及时；2.有些话题不适合中学生；有些话题不适合中学生；3.有些材料是从别的网站上转载过来的

17、；有些材料是从别的网站上转载过来的；P2The content cannot be updated in time.Some topics are not proper for middle school students.Some materials are reproduced from other websites.First of all,the content cannot be updated in time,which makes it impossible for me to learn something new related to my lessons at school

18、.Much to my dissatisfaction,some materials,especially the reading ones,are not proper for us middle school students.Last but not least,I find some materials are reproduced from other websites.4.你的期望。你的期望。P3 I know your website is a famous one,but my experience shows that your service needs improveme

19、nt.I trust that youll take this matter seriously and make an effort to prevent the recurrence of this kind.I am looking forward to your early reply.参考范文：参考范文：Dear Mr.Smith,Im Li Hua,and Ive recently signed up for your English learning website.However,some problems have arisen,making me dissatisfied.

20、Now,Im writing to complain about them.First of all,the content cannot be updated in time,which makes it impossible for me to learn something new related to my lessons at school.Much to my dissatisfaction,some materials,especially the reading ones,are not proper for us middle school students.Last but

21、 not least,I find some materials are reproduced from other websites.I know your website is a famous one,but my experience shows that your service needs improvement.I trust that youll take this matter seriously and make an effort to prevent the recurrence of this kind.I am looking forward to your ear

22、ly reply.Yours faithfully,Li Hua 本次作文写得较好的同学：本次作文写得较好的同学：18分：李敏华、林晓枫、植树广、黄钰莹分：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、分：梁健欣、李婉梅、廖海燕、李倩、莫洁文、罗思思、黄宇鹏、李华清、莫洁文、罗思思、黄宇鹏、李华清、萧峰、萧峰、书面表达高分要诀：书面表达高分要诀：1)书写美观；书写美观；2)字数达标（字数达标（100120）；）；3)内容内容扣题、扣题、结构结构合理、合理、要点要点完整、完整、拓展拓展恰当；恰当；4)句子结构句子结构准确准确、语言表达、语言表达得体；得体；5)语言语言流畅

23、流畅、文章、文章连贯。连贯。投投诉诉信格式模板：信格式模板：Dear _，I am _(自我介自我介绍绍).I feel bad to trouble you but I am afraid that I have to make a complaint about _(抱怨的事抱怨的事情情)The reason for my dissatisfaction is _(总总体介体介绍绍).In the first place,_(抱怨的第一个方面抱怨的第一个方面).In addition,_(抱怨的第二个方面抱怨的第二个方面).Under these circumstances,I find

24、it _(感感觉觉)to _(抱怨的方面抱怨的方面带带来的后果来的后果)I appreciate it very much if you could _(提出建提出建议议和和请请求求),preferably _(进进一步的要求一步的要求),and I would like to have this matter settled by _(设设定定解决事情的最后期限解决事情的最后期限)Thank you for your consideration and I will be looking forward to your reply.Yours sincerely，Li Ming 假定你是李华

25、，上周六，你有一次不愉快的假定你是李华，上周六，你有一次不愉快的就餐经历，对餐厅的服务员态度非常不满意。于就餐经历，对餐厅的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。要点如下：是你给该餐厅老板写一封投诉信。要点如下：1.问题：牛肉面有苍蝇，服务员态度粗鲁。问题：牛肉面有苍蝇，服务员态度粗鲁。2.要求：餐厅赔礼道歉。要求：餐厅赔礼道歉。注意：注意：1.词数词数100左右。左右。2.可以适当增加细节，以使行文连贯。可以适当增加细节，以使行文连贯。3.开头语和结束语已为你写好。开头语和结束语已为你写好。课后作业：名师指津二轮复习P191 Dear Sir,I am Li Hua,a fr

26、equent customer in your restaurant._ I look forward to a better service next time.Sincerely yours,Li HuaDear Sir,I am Li Hua,a frequent customer in your restaurant.I have been pleased with your excellent service for years but now Im writing to express my dissatisfaction about the poor service of you

27、r waiters.Last Saturday,I went to your restaurant to have lunch but I had an awful experience.When having beef noodles,I suddenly found there were two flies in them,which disgusted me a lot.So I asked the waiter to change another dish.Out of my expectation,he didnt change it but said in a rude manne

28、r that he was too busy to solve the problem.Needless to say,such a way of treating customers is unacceptable.Its my sincere hope that you can investigate the matter seriously and make a formal apology to me.I look forward to a better service next time.Sincerely yours,Li Hua练习练习1：假设你叫李华，最近在某英文购物网站假设你

29、叫李华，最近在某英文购物网站上购买了一条裤子，但出现了一些问题。请你给上购买了一条裤子，但出现了一些问题。请你给网站写一封投诉信，包括以下内容。网站写一封投诉信，包括以下内容。1.写信的目的；写信的目的；2.投诉内容：投诉内容：3.要求：重新邮寄或全额退款要求：重新邮寄或全额退款(a full refund);对方承担邮费。对方承担邮费。申购情况申购情况实际情况实际情况颜色颜色黑色黑色深绿色深绿色号数号数2729应该到货日期应该到货日期3月月1日日3月月15日日注意：注意：1词数词数100左右；左右；2可以适当增加细节，以使行文连贯；可以适当增加细节，以使行文连贯；3信的开头已为你写好。信的开

30、头已为你写好。Dear Sir，_ Yours sincerely，Li HuaOne possible version：Dear Sir，Im writing to complain about a pair of trousers I recently purchased from your website.What I ordered was a pair of black size-27 trousers but I received a pair of dark green size-29 trousers instead.Worse still,there was a fiftee

31、n-day delay in delivering my trousers,which had been expected to arrive on March 1st.For the above reasons,I demand(that)either a new pair of black size-27 trousers(should)be posted to me immediately or I(should)be given a full refund.Also,your company is supposed to pay for the postage for the wron

32、g trousers(that)Ill send back.Thank you for your consideration.Yours sincerely,Li Hua练习练习2：假设你是李华，前几天你参加了假设你是李华，前几天你参加了 Cloud Travel Agency组织的长白山三日游。下面是该旅行社组织的长白山三日游。下面是该旅行社的广告，请根据下面广告中箭头所指内容对其的广告，请根据下面广告中箭头所指内容对其不实之处向消费者协会写一封投诉信。不实之处向消费者协会写一封投诉信。注意：注意：1词数词数100左右；左右；2可以适当增加细节，以使行文连贯；可以适当增加细节，以使行文连贯；

33、3信的开头已为你写好。信的开头已为你写好。Dear Sir or Madam，Im writing to express my complaint about the service of Cloud Trave Agency._ Regards，Li HuaOne possible version：Dear Sir or Madam，Im writing to express my complaint about the service of Cloud Travel Agency.A few days ago,I joined a three-day trip to Changbai Mo

34、untain with this travel agency.I found a few differences between their ads and action.As they say,they provide a large air-conditioned bus,but we only rode in a shabby bus without any air-conditioner.Yes,they served us lunch,but the food tasted terrible,some even with sand.We didnt enjoy any kind of

35、 shower;we only bathed in cold water.As for sightseeing,the guides led us to several expensive souvenir shops,which wasted us much time.As a result,two scenery spots were left unseen in the end.We do hope something can be done to prevent such things happening again.Regards，Li Hua此课件下载可自行编辑修改，仅供参考！此课件下载可自行编辑修改，仅供参考！感谢您的支持，我们努力做得更好！谢谢感谢您的支持，我们努力做得更好！谢谢