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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,*,*,*,第1页,在人们生活中经常会发生一些，比如消费利益受损、正常生活和工作受到干扰等等令人伤脑筋事情，有时写封投诉信不失为一个处理方法。,投诉信通常包含以下几个方面内容：说明投诉原因并表示遗憾；实事求是地阐述问题发生经过，切记不要夸大其词；指出问题引发后果；提出批评及处理意见或敦促对方采取方法或者提出所希望赔偿以及补救方式。组织提要时要遵照“三步走”写作规律：,第一段：写明要投诉问题。,第二段：写明投诉原因、问题经过及产生后果。,第三段：提出处理方案，不需展开。这段应表示书信礼貌标准，能够用类似“假如你能，我将十分感激”这么表示方式。还要注意做到公平、公正。,第2页,句首惯用语：,I am writing to make a complaint about,I am most reluctant to complain，but,One annoying aspect of your service is,I have been pleased with your services for years，but now I feel very disappointed.,I would like to draw your attention to the problem/fault,I am writing to inform you that I findunsatisfactory.,I wish to express my dissatisfaction/disappointment about,第3页,句尾惯用语：,It would be highly appreciated if you could,I trust you will take my complaints seriously and,I hope you will give due attention to this matter.,I would like to get this matter settled by the end of this month.,I could not be more satisfied if you can kindly,第4页,（湖北卷）假设你是卜曼宜，你购置了一部某外国企业生产手机，因有质量问题，要求该企业更换。请依据以下关键点，用英文写一封电子邮件。,关键点：,1.问题：手机不响铃，不能发短信；,该产品已售完，无法更换；,型号新，无配件，无法维修。,2.要求：企业应尽快给予更换。,3.注意：词数为100左右；,参考词汇：配件spare part;,电子邮件开头和结尾已为你写好（不计入你所写词数）。,第5页,Dear Sir,，,I am writing to you for the mobile phone of Dephone-S250 I bought on 20th Apr.at Tele Mall in Wuhan,P.R.China.,Ten days after that,it didnt ring and send short messages.Then I took it to the seller,but was told that the model had been sold out and I had to wait at least three months for a new one.Later I went to the repairman.He said since it was a new model in China,it was impossible to fix it without the right spare parts.I was so desperate on hearing that.How can I wait that long?Therefore,I require that you send me a new one of the same model within a month.,Thank you for your consideration.,Sincerely yours,Bu Manyi,第6页,行文逻辑：介绍缘由指明问题提出诉求。短文目标明确，言简意赅。巧妙地利用了大量次序词和逻辑词，如：Ten days after thatThenbutLaterTherefore等。,词汇短语：有效地使用了高级词汇和习惯表示。如：高级词汇desperate，consideration；习惯表示at least；it was impossible to fix it；on hearing that等。,句式句法：使用了较丰富句型结构。如：定语从句I bought on 20th Apr.；状语从句since it was a new model in China；虚拟语气I require that you send me a new one等。,另外还恰当地利用了主被动语态，如：was told that the model had been sold out等。,第7页,假定你是李华，请依据下面提醒写一份英文投诉信件：,1你收到电信企业上个月话费单后发觉有些计算错误，你以为被多收（overcharge）了两个国际长途费用。,2但当你打电话问询客服部门时，接电话女孩态度非常粗鲁。首先她总是打断你话，另首先她甚至说错误在你。,3你提议对这个女孩进行处罚，另外告诉她该怎样对待客户。你希望她能向你正式道歉。,注意：,1此投诉信应写给电信企业（China Telecom）服务经理；,2信开头与结尾已给出；,3词数100左右。,第8页,Dear Sir，,I am writing to let you know the deplorable attitude of one of your staff members.,An early response will be appreciated.,Sincerely yours,Li Hua,第9页,【参考范文】,Dear Sir,I am writing to let you know the deplorable attitude of one of your staff members.,I received my telephone bill for the previous month from you and thought there were some errors in calculation;I had been overcharged for two overseas calls.,However,when I called your Complaints Department,the girl who answered my phone was very rude.For one thing she interrupted me continually,for another she even said that it was my own fault.Needless to say,such a way of dealing with customers is unacceptable.,I would like to suggest that the girl in question should be disciplined,and instructed on the proper way to deal with clients.And I hope she can make a formal apology to me.,An early response will be appreciated.,Sincerely yours,Li Hua,第10页,
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