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,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,投诉信,Letter of Complaint,3,一、文体概述,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解决问题的一个方法。,因此，投诉信的去处通常有,两种,：,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。,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。在语言方面，要注意把握分寸，要公平、公正。,1.,格式,：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。,2.,时态,：描述事情经过多为,一般过去时,，文末的,希望或要求,则多用,一般现在时,。,3.,人称,：多为,第一人称,二、文体特点,投诉信应,包括三个方面的内容,:,(,三段式,),Para 1,.,表明写信目的，投诉的内容。,Para,2.,投诉的具体原因、问题的经过及产生 的 后果。,Para,3.,提出解决方案,/,希望得到的结果。,写作指导：,（,1,）单词：,1.,抱怨，投诉,v._,；,n._,2.,通知,v.,_ 3.,服务,n._,4.,态度,n._ 5.,顾客,n._,6.,解决办法,n._ 7.,质量,n._,8.,订货,v._ 9.,运行，运转,v._,10.,店员,销售员,n._ 11.,维修,v._,12.,退款,n._ 13.,更换,n._,三、写作词汇,（,1,）单词：,1.,抱怨，投诉,v._,；,n._,2.,通知,v.,_ 3.,服务,n._,4.,态度,n._ 5.,顾客,n._,6.,解决办法,n._ 7.,质量,n._,8.,订货,v._ 9.,运行，运转,v._,10.,店员,销售员,n._ 11.,维修,v._,12.,退款,n._ 13.,更换,n._,complain,complain,t,inform,service,attitude,customer,solution,quality,work,order,clerk,repair,replacement,refund,三、写作词汇,14.,感到失望的,adj._,令人失望的,adj._,v._ n._,15.,恼人的,adj._,16.,遗憾的,_,17.,令人不满意的,adj._,感到不满意的,adj._,v.,使,.,满意,_;,使,.,不满意,_,n.,满意,_;,不满意,_,14.,感到失望的,adj._,令人失望的,adj._,v._ n._,15.,恼人的,adj._,16.,遗憾的,_,17.,令人不满意的,adj._,感到不满意的,adj._,v.,使,.,满意,_;,使,.,不满意,_,n.,满意,_;,不满意,_,disappointed,disappointing,disappoint,disappoint,ment,annoying,un,satisfying/,un,satisfactory,un,satisfied,satisfy,dis,satisfy,satisfaction,dis,satisfaction,regretful,1.,抱怨,_,2.,表达不满,_,3.,忍受,_,4.,对,满意,_,5.,糟糕,的服务,_,6.,采取措施,_,7.,解决问题,_,、（,2,）短语：,三、写作词汇,1.,抱怨,_,2.,表达不满,_,3.,忍受,_,4.,对,满意,_,5.,糟糕的服务,_,6.,采取措施,_,7.,解决问题,_,poor service,complain about/,make a complaint about,express/convey ones dissatisfaction,put up with,be satisfied/content with,一、投诉信必备词汇：,（,2,）短语：,take measures(to do),solve/settle/deal with/do with,the problem,8.,预防,发生,_,9.,调查此次事件,_,10.,以粗鲁的方式,_,11.,向,道歉,_,12.,出乎意料,_,13.,尽快,_,14.,把某事牢记在心,_,15.,严肃地对待,_,16.,努力,(,做,)_,8.,预防,发生,_,9.,调查此次事件,_,10.,以粗鲁的方式,_,in a rude manner,preventfrom happening,look into/investigate the matter/incident,11.,向,道歉,_,12.,出乎意料,_,13.,尽快,_,14.,把某事牢记在心,_,make an apology to/apologize to,out of ones expectation,as soon as possible,keep/bear sth.in mind,15.,严肃地对待,_,16.,努力,(,做,)_,take seriously,make an effort(to do),Para1,表明,写信目的,：,1.,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态度的不满。,I am writing to,express my dissatisfaction about,the poor service(,attitude),of your waiters.,四、写作句型,Para 2,说明投诉内容,:,1.,以下我对,不满意主要原因。首先，,更糟糕的是，,最后，,Here are some main reasons,why,I am not content with First,Whats worse,Eventually/Last but not least,2.The other day/Last week,I.,but much to my disappointment,.,To make matters worse,.,It is so.that I can hardly bear/put up with.,Para 2,或者描述事情经过,:,Para3,提出解决方案,:,5.,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 happening again.,7.,你若能尽快采取措施处理这个问题，我将感激不尽。,I would appreciate it very much if you could,take measures to deal with/solve the problem as soon as possible.,Para3,表达礼貌感谢,:,8.,如果你能对此事给予足够的重视，我将非常感谢。,I would appreciate it very much if you could,give enough attention to this matter.,Dear_,I am_(,自我介绍,).I feel bad to trouble you but I am afraid that I have to make a complaint about_(,投诉,内容,).,The reason for my dissatisfaction is _(,总体介绍,).,In the first place,_(,抱怨的第一个方面,).,Whats worse,_(,抱怨的第二个方面,).,I would appreciate it very much if you could _(,提出建议和请求,),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 sincerely,Li Hua,投诉信模板,4.,写作训练,a,：,题目：假定你是李华，两月前你从海外代购网店订购了一套书虫系列读物，昨天才到货，且包装破损，数量不足。请你根据以下提示，给该店店主,Bob,写一封投诉信：,1,介绍购物情况；,2,反应存在问题；,3,提出解决问题的方案。,注意：,1,词数,100,左右；,2,可以适当增加细节，以使行文连贯；,参考词汇：投诉,complaint,；书虫系列读物,Bookworm Series,张莆翌,23,分,para1,（写信目的）,Para2,（投诉原因,1.2.3+,后果,1+,解决方法,1,）,Para3,（期望）,查国婷,23,分,张纪源,23,分,王婧伊,23,分,参考范文,Dear Bob,，,I am one of your customers.Im writing to,express my dissatisfaction,about,the books I bought from your online store.,T,wo months ago,I,ordered,a set of Bookworm Series on your website,，,but,I did,n,t,receive them,until,yesterday.And,much to my disappointment,，,the books were,so,poorly,packed,up,that,t,he cover of one book was,torn,.,To make matters worse,，,it is not a complete set,，,for I found one book,missing,.,Having received such poor service,，,I believe I have the right to ask you to,deal with,this problem.I hope that you,either,return my money,or,deliver,a new set of books,to,me.Looking forward to your reply.,Yours,，,Li Hua,
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