新概念商务英语-chapter8.ppt

Chapter 8 Complaint Letter Reply Warm up What should we do when we want to complain to a business? 1. Complain to the business in person or by phone. 2. Write a complaint letter To the person whose name you were given or someone in the customer-service department. 3. complain to people outside the company, such as… Better Business Bureau / local customer groups / Industrial and commercial Bureau / consumer council 4. take legal action Bring an accusation against the company 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. Typical sentences for reasons of complaints 1. We have received many complaints from the customers concerning the tooth brushes under our Order No. 6678. 我们收到了许多客户对你们供应6678号订单牙刷的投诉。 2. On checking the camera I discovered that it did not (or did not appear to) function. 经检查我发现照相机(似乎)不能正常使用。 3. I really must complain about the quality of the goods that you recently sent us. 对于贵方最近发送的货物存在的质量问题，我不得不向您提起投诉。 4. You have supplied items which fall far below the standard expected. 贵方提供的物品，质量远远未能达到所期望的标准。 5. After checking the g