致用英语写作教程 Unit 5 PPT课件.ppt

LetterofComplaintandResponse

Leadin投诉信是顾客或客户写给卖方、厂商或店主，对商品或服务表示不满的信函。顾客或客户可以通过投诉信要求卖方退款、换货或索取赔偿等。投诉信应内容清楚,语气坚决，明确提出解决问题的要求，但要避免过激的言辞。1.Whichgoodsandserviceshaveyoucomplainedabout?A.Productsorservicefromashop.B.Food/drinkorstaffserviceinarestaurant.C.Publictransport.D.Servicefromahospital.E.Servicefromabank.F.Therepairorservicingofequipment.G.Others:_______________.2.Howdoyouprefertolodgeacomplaint,bytelephone,email,facetofaceorlettersentthroughthepost?Why?SampleStudySample1MakingComplaintsTask2Whichisthebestwaytocomplainineachofthefollowingsituations?

1.Youarewaitingforanimportantorderwhichhasnotarrived.A.Thisdelayiscausingusfiancialloss.B.Idon’tknowwhyyoucannotkeepyourpromise.C.Cancelourorder2.Youareaskedtopayabillyouhavealreadypaid.A.IadviseyoutofireyouraccountsclerkbecauseIpaidthisbillsometimeago.Somebodymusteitherbeveryineffiientorathief.B.TheamountyourequestwaspaidonNovember12.C.Iamsurprisedatthismistake;thebillhasbeenpaid!3.Youhaveorderedgoodsfromacatalog.Whenthegoodsarrive,theydonotmatchthedescriptionsinthecatalog.A.Yourgoodsarenogood.B.Yourcatalogiswrittenwrongly.C.Unfortunately,thedescriptionsinthecatalogledustoexpectgoodsofadifferentquality.SampleStudySample2RespondingtoComplaintsReferringtotheletterofcomplaintinSample1,theSalesManagerwroteaformalletterofresponse,takingthedriver’sreportbelowintoconsiderationJune26,2014DearMr.Pettigrew,IwasverydisturbedtoreadyourletterofJune24,2014andtohearofyourbadexperienceonTuesdayregardingthedeliveryofyoursweets.Imustapologizefortheinconveniencethatwascausedtoyou.Ihavespokenwithourdriver,Mr.Clark,whoexplainedtomethathehadbeendelayedfortwohoursbyanaccident,hadapuncturedt