Letters of Complaint(1).ppt

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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 buyer find

2、s 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 and honest cus

3、tomer 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)ClosingReminders Write this letter in mild mo

4、od 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 problem but may be very he

5、lpful in resolving it.Keep a copy of letters you writeCommon used words and phrasecomplain 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apologize v.道歉be dissatisfied with 对.不满make a complain

6、t 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 PatternsStarting:I am writing this letter to complain about I am writing to express my dissatisfaction/disappointment/concern ab

7、out 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 letter of complaint because I wish to draw your attention to This lette

8、r is to notify you that the poor living condition in my apartment should be brought to your attention.Useful Sentence PatternsThe middle part The efficiency of your working staff leaves much to be desired.The reservation service in the restaurant has proved most unreliable.I am totally disappointed

9、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 PatternsEnding:I understand you would give immediate attention to this matter.We trust that you will consider this matter serious

10、ly 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 to know what steps you are going to take in the way of compensating for the dama

11、ge/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 letter and settle the claim as soon as possible.Your prompt attention to this matter w

12、ill be appreciated.We should be obliged if you would look into the matter and let us know what you propose to do.TemplateDear_,I am _(自我介绍).I feel bad to trouble you but I am afraid that I have to make a complaint about_.The reason for my dissatisfaction is _(总体介绍).In the first place,_(抱怨的第一个方面).In

13、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 _(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

14、 sincerely,xxxSample 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 inconvenience.It is therefore imperative that you dispatch them immediately.Otherwise we shall be obliged to

15、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,TomSample 2:For bad quality Feb.13,2009Dear Sir/Madam:Im writing to complain about the Hero fountain pen I have bought from your shop recentl

16、y.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 of your store,I am returning the pen to you and enclosing it with this letter for correction of the fault.Would you plea

17、se 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 early reply.Sincerely yours,Li MingSample 3:poor hygienic condition in restaurantDear Mr.Green,As you know,your restaurant ha

18、s 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 i

19、n food.We as your constant customers write this letter to you with the best intentions.None of us would like to see any unpleasant things happen as a result of this situation.Yours Sincerely,JaneExercise 就下列内容写一封投诉信：你在某家商店购买了一双皮鞋，穿了不到一个月就坏了，你去信要求这家商店退货赔款。Dear Sirs,I am writing to you about the leath

20、er shoes which I bought from your shop while I was in your area last week.Yesterday morning I was about to put on the shoes when I found that the heel of the right shoe came off.As you will realize,I am really annoyed at this.At your prices,I expect top quality.I am returning the shoes by separate post.I also enclose the receipt.I am looking forward to receiving a full refund of 600 yuan.Yours faithfully,LiHongAnswer