應(yīng)用文寫作課件：3投訴信letter of complaint

1.Letterofcomplaint投訴信A.概述在日常生活中，消費者買到劣質(zhì)、假冒商品或服務(wù)人員態(tài)度粗暴時，寫一封投訴信是解決此類問題的第一步。注意事項：應(yīng)客觀講述實際情況；言辭盡可能冷靜理智，并表現(xiàn)出文明禮貌。B.投訴信應(yīng)包括的內(nèi)容：寫信目的：應(yīng)開門見山提出投訴的內(nèi)容。事情經(jīng)過：客觀描述事情的原委，絕不能杜撰或歪曲事實。造成影響：可寫明此次事件對其公司以及對于作者造成的不良影響。賠償要求：就寫明合法合理的賠償要求，或進一步要采取的行動。C.常用詞或短語complainv.抱怨，投訴goodsn.貨物defectn.缺點，不足之處flawn.缺陷hurtv.傷害endangerv.危害，危及servicen.服務(wù)missingadj.漏掉的qualityn.質(zhì)量delayn.&v.延誤，延遲inconveniencen.不方便makeacomplaintabout

提出投訴concerningadj.有關(guān)的faultn.錯誤，差錯apologizev.道歉dueto

由于solveaproblem

解決問題beunlikelyto

不可能complainabout/of

投訴，抱怨……lookinto

調(diào)查takelegalactions

采取法律行動D.常用句型1.我方寫信投訴……Iamwritingtocomplainabout…(e.g.)我方寫信投訴貨號為14478的裝運。IamwritingtocomplainabouttheshipmentofourOrderNo.14478.2.我方對你方提供的服務(wù)深感不滿。Wearefarfromsatisfiedwiththeserviceyouoffer.3.以上所述遠非貴店服務(wù)欠佳的全部情況。Theabovepointsarebynomeansacomprehensiveaccountofthemanyfailingsinyourservice.4.貴店店員的愚蠢行為只會傷害貴店的真誠顧客。Yourassistants’foolishactionscouldwellcontributetohurtinggenuinecustomerstoyourstore.5.在此提請貴店注意對顧客的服務(wù)態(tài)度。BywritingyouthisletterIonlymeanthatyoushouldpayattentiontoyourserviceforyourcustomers.6.打開包裝時，原本我要的…A…變成了…B…OnunpackingthemIfoundthatBhadbeensent,insteadofAaskedfor.但當(dāng)我打開包裝時發(fā)現(xiàn)，原本我要的輕質(zhì)松木餐桌（lightpine-finishedtable)變成了18張重質(zhì)紅木(heavymahogany-finished)餐桌.ButonunpackingthemIfoundthat18heavymahogany-finishedtableshadbeensent,insteadofthelightpine-finishedonesaskedfor.7.這種貴得多的產(chǎn)品在這有沒有市場真是值得懷疑。ItisdoubtfulthatIwillbeabletofindamarketformoreexpensiveproducts.8.我還是堅持要原來訂的貨。Ialsohavefirmordersforthegoodsaskedfor.9.你方可否盡快派人送來并帶回錯發(fā)的商品?Wouldyousendsomeoneassoonaspossibleandatthesametimepickupthewronglydeliveredgoods?10.若因延誤送貨造成的任何損失，我方會采取合法的行動去追究。Ifanylossresultsbecauseofthislatedeliverywewillbetakinglegalaction.E.samplewriting擬定一封投訴信：寫信人：Bruce收信人:Mr.Oliver寫信時間：2001年2月３日投訴內(nèi)容：貨號1754的18張餐桌送錯了型號。Bruce按照目錄號碼GR272訂購的１８張輕質(zhì)松木餐桌，由于工作人員失誤而錯發(fā)了重質(zhì)紅木（heavymahogany-finished)餐桌。Bruce的顧客多數(shù)收入中等，住在窄小的公寓里，買不起這么貴且大的紅木餐桌。

3rdFebruary2001DearMr.Oliver,IamwritingtoyouwithreferencetomyorderNo.1754ofaconsignmentof18diningtableswereceivedfromyouyesterday,whichwereorderedfromyourcatalogue.Cat.No.GR272.ButonunpackingthemIfoundthat18heavymahogany-finishedonesaskedfor.AsmostofmycustomersliveinsmallflatsearningamoderateincomeitisdoubtfulthatIwillbeabletofindamarketforlarger,moreexpensiveproducts.Ialsohavefirmordersforthegoodsaskedfor.Wouldyousendsomeonewithmyconsignmentassoonaspossibleandatthesametimepickupthewronglydeliveredgoods?ThankyouYourssincerely,Bruce練習(xí)寫作寫信人：Mr.RobertSteinbeck收信人：店方寫信時間：2007年３月３１日投訴內(nèi)容：店員待客粗暴，出語傷人，接待顧客怠慢，顯得很不耐煩。希望店方本著顧客至上的理念，注意改進顧客服務(wù)態(tài)度。March31,2007

DearSir,I’mwritingtomakeacomplaintaboutyourshopassistants’attitudetowardstheircustomers.Whenwewereshoppingtheotherdayinyourdepartmentstore,yourassistantdidn’tcomeuntilwecalledseveraltimes.Thewomanassistantshowedimpatiencebeforewemadeourdecisionwhattobuy.Andwhat’smore,sheevencalleduglynameswhenwedecidednottobuythings.Theabovepointsarebynomeansacomprehensiveaccountofthemanyfailingsinyourservice.Yourassistants’foolishactionscouldwellcontributetohurtinggenuinecustomerstoyour