[].投诉信(letter of complaint).pptVIP

Letter of complaint投诉信 Contents 概述 格式 常用词汇 常用句型 样板 作业 A. 概述 在日常生活中，消费者买到劣质、假冒商品或服务人员态度粗暴时，写一封投诉信是解决此类问题的第一步。 注意事项：应客观讲述实际情况；言辞尽可能冷静理智， 并表现出文明礼貌。 B.投诉信应包括的内容： 写信目的：应开门见山提出投诉的内容。 事情经过：客观描述事情的原委，绝不能杜撰或歪曲事实。 造成影响：可写明此次事件对其公司以及对于作者造成的不良影响。 赔偿要求：就写明合法合理的赔偿要求，或进一步要采取的行动。 C.常用词或短语 complain v. 抱怨，投诉 complain about / of 投诉，抱怨…… make a complaint about 提出投诉 concerning adj. 有关的 with reference to 　关于 goods n. 货物 service n.服务 quality n.质量 defect n. 缺点，不足之处 flaw n.缺陷 fault n. 错误， 差错 delay n. v. 延误，延迟 hurt v. 伤害 endanger v. 危害，危及 inconvenience n. 不方便 trouble 麻烦 loss 损失 　　　　　damage 　破坏 solve the problem 解决问题 apologize v.道歉　look into 调查 take legal /immediate actions 采取法律行动/ 马上采取行动 claim/ demand a refund 要求退款 compensate for 补偿 exchange for 更换 D.常用句型 1. 我方写信投诉…… I am writing to complain about… (e.g.) 我方写信投诉货号为14478的装运。 I am writing to complain about the shipment of our Order No.14478. 2. 我方对你方提供的服务深感不满。 We are far from satisfied with the service you offer. 3. 我以为以上所述仅是贵店服务欠佳的一部分 In my eyes, the above points are only a part of the many failings in your service. 4.贵店店员的愚蠢行为只会伤害贵店的真诚顾客。 Your assistants’ foolish actions could well contribute to hurting genuine / sincere customers to your store. 5. 在此提请贵店注意对顾客的服务态度。 By writing you this letter I only mean that / Here I want to remind you that you should pay attention to your service attitude for your customers. 6. 打开包装时，原本我要的…A…变成了…B… On unpacking them/ opening the packages, I found that B had been sent, instead of A asked for. 但当我打开包装时发现，原本我要的轻质松木餐桌（light pine-finished table)变成了18张重质红木(heavy mahogany-finished)餐桌. But on unpacking them I found that 18 heavy mahogany-finished tables had been sent, instead of the light pine-finished ones asked for. 7. 这种贵得多的产品在这有没有市场真是值得怀疑。 It is doubtful that I will be able to find a market for more expensive products. 8. 我还是坚持要原来订的货。 I still have firm orders for the goods asked for. I still firmly request the goods asked for . 9. 你