《商務(wù)英語(yǔ)寫作》課件Lecture 8 Letters of Complanit

1、Letters of Complaint Lecture 8Learning ObjectivesComplaint LetterFormat of Complaint LetterNovice Writing and CommentPractice on Complaint Letter Warming-up ExercisesComplaint LettersPreparing Question1. When would you write a complaint letter?A. After you were fooled by your colleagues.B. After you

2、 were mistreated by a restaurant waiter.C. After you bought substandard goods at a plaza.D. After you were stolen on bus. Preparing Question2 . Who is the first choice that you will write a complaint letter to?A. Customer ServiceB. The court.C. The manager or the owner of the store.D. Customers Asso

3、ciationPreparing Question3.With a complaint letter, what do you want to achieve?A. To have your voice heard.B. To release your anger.C. To solve your problem.D. To meet your requirement.Preparing Question4. A good complaint letter should be _? A. concise B. factual C. constructive D. friendlyKeys to

4、 Preparing Question1. B, C2. C3. A, C, D4. A,B,C,D Part OneComplaint LettersI. General Introduction (1)DefinitionA complaint letter, also knows as a claim, informs a business that an error has been made or that a defect has been discovered concerning a product or service. It also serves as a legal d

5、ocument notifying the recipient that a correction or adjustment is being requested. I. General Introduction (2) Objective A complaint letter or a claim is to express your dissatisfaction about certain problem derived from imperfect products or services and ask for solution to the problem. Part Two T

6、he Format of Complaint Letters2. Common Pattern for Complaint Letter (1) An explanation of what is wrong, with background information (2) For detailed description of the complaint. (3) What action you require, with a deadline. (4) A warning of what will happen if the action does not take place. Note

7、: The complaint should not be rude or personal. The tone needs to be balanced so that the receiver is clear that there is a problem which needs to be solved, but that prompt action on his part will result in future business.Complaint LetterUseful ExpressionsFor complaints and claims1. Thank you for

8、your letter dated, informing us of the shipment of our order. On checking the goods received, we found that 2. We have duly received the goods for your shipment, but unfortunately/ but they are not in any way up to our sample. 3. We are sorry / It is with great regret to have to inform you that4. I

9、want to inform you of my dissatisfaction withUseful ExpressionsFor detailed description of the complaints1. My complaint concerns that2. The problem is thatUseful ExpressionsFor urge of actions1. We are looking forward to your settlement at an early date.2. I would appreciate if you could/ please lo

10、ok into the matter as one of urgency and let us have your reply as early as possible. 3. I hope you could solve this problem in a mutually agreeable way.4. We expect you to work with us to obtain a satisfactory resolution.5. To solve the problem, I would like to have compensation (in the amount of )

11、.6. Please call me before date with confirmation that our requests will be honored. Useful ExpressionsFor closing1. Thank you for your assistance and cooperation in this matter. 2. I look forward to hearing from you.3. I hope to continue a positive relationship with your company and its products in

12、the future. 3. Writing Skill for Complaint Letter(1) Clear and Concrete 具體清晰地陳述問題，指明問題所在如：是貨物受損，還是短貨，還是沒收到貨同時(shí)指出訂購(gòu)貨物的時(shí)間及訂單號(hào)，可以方便對(duì)方核查。E.g. The lace curtain cloth No. 246 we ordered on May24 have not yet been received. 3. Writing Skill for Complaint Letter(2) Reasonable 合情合理地推測(cè)原因，用事實(shí)和數(shù)據(jù)來說明， 如檢測(cè)報(bào)告單、照片可以

13、說明受損的程度。 類似的證明材料需要隨函附寄給對(duì)方參考。E.g. It seems that the damage was caused by rough handling in transit. The damage must have been caused by rough handling in transit.(表達(dá)不妥) You should be responsible for the damage . .(表達(dá)不妥)3. Writing Skill for Complaint Letter(3) Positive/ Optimistic積極樂觀提出解決辦法， 建議解決方案，提出

14、解決辦法或有待改進(jìn)之處，為繼續(xù)合作作鋪墊。E.g. Wed like you to send a new shipment to replace them. 4. Study the Letters of Complaint on P32 Para1 Explanation of problem with background informationPara2 Action required, with deadlinePara3 Warning Part ThreeNovice writing and Comment1. Writing Context When I stepped into

15、 the office this morning, I was surprised at Ms. Shawn flushed face. She was apparently in a very bad mood and had good reasons for it: she couldnt get the refund for the broken photocopier we bought just last week. As her assistant, I offered to write a complaint letter in her name. As I looked at

16、my computer, “How dare you!” Popped up as the first sentence I typed. Then I managed to control myself and finished the following letter.2. Novice WritingDear Sir or Madam, I dont know if this is your way of doing business. We just bought the photocopier last week. And I dont understand why we could

17、nt get a refund for a machine that does not work. Waiting for your earliest reply. Yours faithfully, Lily ShawnManager4. Comment on Writing1. Shouting alone cant get the money back. It often works to the opposite effect. Reasons and details are usually more important in writing a complaint letter. M

18、iss Liu thought she had controlled her anger, however, her letter is still full of negative words. So the tone of this letter should be improved.2. An efficient complaint letter should be specific with all the necessary information about the problem. Miss Liu didnt include any specification of the photocopier or any details of the date and place of the purchase. The lack of these details will make i