《商务英语写作》课件Lecture 8 Letters of Complanit.pptVIP

Warming-up Exercises Complaint Letters Preparing Question 1. When would you write a complaint letter? A. After you were fooled by your colleagues. B. After you were mistreated by a restaurant waiter. C. After you bought substandard goods at a plaza. D. After you were stolen on bus. Preparing Question 2 . Who is the first choice that you will write a complaint letter to? A. Customer Service B. The court. C. The manager or the owner of the store. D. Customer’s Association Preparing Question 3.With a complaint letter, what do you want to achieve? A. To have your voice heard. B. To release your anger. C. To solve your problem. D. To meet your requirement. Preparing Question 4. A good complaint letter should be ___? A. concise B. factual C. constructive D. friendly Keys to Preparing Question 1. B, C 2. C 3. A, C, D 4. A,B,C,D Part One Complaint Letters I. General Introduction  (1)Definition A complaint letter, also knows as a claim, informs a business that an error has been made or that a defect has been discovered concerning a product or service. It also serves as a legal document notifying the recipient that a correction or adjustment is being requested. I. General Introduction  (2) Objective A complaint letter or a claim is to express your dissatisfaction about certain problem derived from imperfect products or services and ask for solution to the problem. Part Two The Format of Complaint Letters 2. Common Pattern for Complaint Letter (1) An explanation of what is wrong, with background information (2) For detailed description of the complaint. (3) What action you require, with a deadline. (4) A warning of what will happen if the action does not take place. Note: The complaint should not be rude or personal. The tone needs to be balanced so that the receiver is clear that there is a problem which needs to be solved, but that prompt action on his part