《应用文写作》课件英语投诉信课件.ppt 17页VIP

Writing —Complaint Letter & Reply Warm up What should we do when we want to complain to a business? related words & expressions complain against sb. about sth. 投诉...... put up with / bear / tolerate 忍受 break down 损坏 fault / defect 缺陷 awful 糟糕的 poor service 糟糕的服务 out of one’s expectation 令某人大失所望 look into / investigate 调查 matter 事件 solve 解决 replace refund Useful Sentence Patterns 开头 1. I am writing this letter to complain about … 2. On April 11 our order for… was duly received, but we regret to say that… were seriously damaged. 3. I bought … from your shopping mall last Monday, but now I found a defect in… 中间 1. The problem has greatly affected my daily life and caused a loss to my business. 2. This is more than I could bear / tolerate. 4. I was shocked at the unpleasant situation in my flat. 结尾 1. Can you please arrange to deliver a new… as soon as possible? 2. We should be glad if you would replace … as soon as possible. 3. I would like to have a refund or a replacement. 4. I hope that my problem will get your consideration. Reply to a complaint letter 1. Receiving the complaint letter &making apologize 2. How to solve the problem with deadline/ explanation of the problems 3. ending (polite) Related expressions 1. Thank you for your letter of May 23, concerning the goods you ordered two weeks ago. 2. We have received the letter in which you complained about… 3. I’m sorry to hear of the damage to your… 4. We are sorry for the inconvenience you have experienced, but we cannot be held responsible for the … 5. Please accept my apologies for... Assignment– Practice 3 in the bookJan. 20,2007 Dear Sir,I am pleased that the refrigerator I ordered two weeks ago had arrived on time. But it is a pity I found there was something wrong with the freezer. After I used it for two weeks I found that food stored in the freezer turned bad very quickly, I was surprised to find the temperature was around 16%, far from the standard temperature. This problem has affected my daily life. Would you pleased send a repairman as soon as possible? I hope that my problem will get your kind consideration.Yours faithfulZhang Li * * When you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in writing.Letters of Complaint110, Nanyuan Road,Taicang, 201800Dec. 23 420, Renmin Road, Five Star Shopping Mall , Shanghai, 201800 Dear Sir or Madam,I venture to write to complain about the quality of the digital camera Model TV210 I bought last Friday at your store.During the five days the camera has been in my possession, problems have emerged one after another. The screen is always black, making the camera no different from a traditional one. Therefore, I wish to exchange it for another camera or declare a refund. I will appreciate it if my problem receives due attention.Yours sincerely,Wang Lan The inside address The salutation body The complimentary close The signature Typed name The heading, including the date Format of a letter Letters of com plaint usually include the following stages: Making a complaint –+ explain the problem+ background (what, when, where, color, model no….)+ how you suffered ( if necessary) Action required (replace the faulty goods, refund themoney, repair the goods) with deadline ClosingState that you look forward to hearing from them soonand that you appreciate their help. Sample 1 in the book Making a complaint + background:+ problem:+ how you suffered: Action required Closingwhat – DVD playerwhen – last week where – in your shop defect, no image still waiting deliver a new DVD playerDec. 23 Dear Sir or Madam, _______________________________________(我写信投诉）a camera which I bought in your shop last month. I took some photos with it. But when I got home and had the film developed, I found no pictures at all.____________________________（我对此很不满意）. I have already sent the camera back to you by post and strongly insist that______________________________.Yours sincerely,Wang Lan Practice now I am writing this letter to complain about I am very upset about it you refund me as soon as possible 你上星期五在商店买了台电视机，昨天送货上门，但是晚上就出了故障，没有图像。

你写信给销售经理，要求7个工作日内更换或者退款。 Your TaskMarch 20,2013 Dear Manager,I am writing this letter to complain about the quality of the TV set I bought last Friday at your store. It was sent to my home yesterday, but I found there was no image at all. Therefore, I wish To exchange it for another TV set or declare a refund within 7 workdays.I would be grateful if you could have this matter settled.Yours,Li MingJune 7, 2012 Dear Miss Zhang:______________________________________( 我们 收到了你6月4日的来信） in which you made us aware of the problems in our products. _____________________________________________( 我们为产品给你带来的麻烦表示道歉）.As you wish, ________________________________ (我们将在本周为你更换一台新的电视机） Thank you again for your time and efforts. I am sure the problem will soon be solved to your complete satisfaction.Sincerely yoursMr.Wu Practice We have received your letter of June 4 We are sorry for the trouble the product has caused you we will send you a replacement within this week.