1、1,Complaint letter,來賓二中 邱佳鳳,2,Step I Warming up,第一口語網(wǎng) 飯店抱怨 Restaurant complaint_標清.flv Q1: Is the guest satisfied with the waitress service? Q2: What happen in the video? 1. The waitress has spilt coffee on the guests pants. 2. The guests meal hasnt been served for a long time.,3,Q3 What will you do

2、 if you are not satistied with a waitress service? Make a complaint. Write a complaint letter.,4,應(yīng)用文寫作,-投訴信 complaint letter,5,投訴信（complaint letter） 投訴信是當事人對某產(chǎn)品或服務(wù)表示不滿意的一種書信形式，格式與其他書信類似。,6,A 范文 （日期） Aug. 8,2003 Dear Sirs,（稱呼） I am writing to complain to you about the pair of shoes that I bought from

3、 your shop during the May Day. When I took it back home, I found there was something wrong with the shoes. As you will realize, I was extremely upset to discover all this. I am returning the shoes with this letter and look forward to receiving a new one of the same size.正文 （結(jié)束敬語）Yours truly （簽名）Li M

4、ing,7,內(nèi)容 : 王華女士給某商店經(jīng)理寫信投訴該店的營業(yè)員服務(wù)質(zhì)量差 . 昨天她趕上一場大雨 , 順便進入此店, 在賣戒指柜臺關(guān)要求看一枚金戒指 , 但營業(yè)員(13員)服務(wù)態(tài)度不好, 拒絕接待 . 時間 :2001年2月28日,8,B 范文 February, 28th 2001 Dear Mr. Manager, Im writing to complain about the poor service in your store. Yesterday I was caught in a heavy shower and then entered your shop. When I fo

5、und a gold ring which I liked, I asked a lady assistant (No.13) to show me the ring but she refused to serve me. Evidently she thought I was not the one who could afford it for I was not very well-dressed. I choose to complain to you because Im sure youll be able to make her understand how to serve

6、as a shop assistant. Yours faithfully Wang Hua,9,范例1. 情景介紹 假如你是一名乘客，名叫李華，對這次航班不滿意，理由有如下四個： （1）航空公司給你弄丟了一個重要的包，內(nèi)有公司機密文； （2）飛機遲到一個半小時； （3）飛機上的食物很差； （4）乘務(wù)員的服務(wù)態(tài)度不好。 請你就此事給航空公司寫一封投訴信。100詞左右。,10,寫作步驟： 審題，要做到“四確定” （1）體裁格式 ： （2）主體時態(tài)： （3）中心人稱： （4） 內(nèi)容要點： part 1 part 2 part 3,The approach to writing a complain

7、t letter,應(yīng)用文（書信）格式,一般過去式,第一人稱,2. 列提綱,11,I am _ (自我介紹) .I feel bad to trouble you but I am afraid that I have to make a complaint about_. The reason for my dissatisfaction is _(總體介紹). In the first place,_(抱怨的第一個方面). In addition, _(抱怨的第二個方面). Under these circumstances（情況）, I find it _ (感覺)_(抱怨的方面給你帶來的

8、后果). I appreciate it very much if you could _(提出建議和請求), preferably _(進一步的要求),and I would like to have this matter settled by _(設(shè)定解決事情最后期限). Thank you for your consideration and I will be looking forward to your reply.,提出要求和希望,12,寫作步驟： 審題，要做到“四確定” （1）體裁格式 ：應(yīng)用文（書信）格式 （2）主體時態(tài)：一般過去式 （3）中心人稱： 第一人稱 （4） 內(nèi)容

9、要點：（列提綱）,2 投訴事由要點一 投訴事由要點二； 投訴事由要點三； 投訴事由要點-；,1自我介紹， 說明投訴理由；,3 提出要求 或希望,The approach to writing a complaint letter,13,3. 套連 Dear_, My name is Im writing this letter about Im sorry to say that Im very unhappy about First of all, Secondly, Thirdly, Fourthly, I hate to have to say this, but Honestly sp

10、eaking, The focus of my complaint is I do hope ,14,Dear manager, My name is Li Hua, a passenger of your airline. Im writing this letter about your bad service. Im sorry to say that Im very unhappy about your airline. First of all, your airline lost one of my bags, in which there is an important pape

11、r of our company. Secondly, my plane was one and a half hours late. You know, I had to attend an important meeting in time. Thirdly, the food on the plane was terrible. Fourthly, I hate to say this, but I think the attendants on the plane were unfriendly and impolite to me. Honestly speaking, this i

12、s the worst airline I know in the world. The focus of my complaint is where my bag is. I do hope you can help me find my bag and improve your service. Yours, Li Hua,自我介紹,投訴事由,投訴事由要點概括句,對抱怨、投訴的總結(jié)句,突出投訴的中心議題,提出要求和希望,15,Dear manager, My name is Li Hua, a passenger of your airline. Im writing this lette

13、r about your bad service. Im sorry to say that Im very unhappy about your airline. First of all, your airline lost one of my bags, in which there is an important paper of our company. Secondly, my plane was one and a half hours late. You know, I had to attend an important meeting in time. Thirdly, t

14、he food on the plane was terrible. Fourthly, I hate to say this, but I think the attendants服務(wù)員 on the plane were unfriendly and impolite to me. Honestly speaking, this is the worst airline I know in the world. The focus of my complaint is where my bag is. I do hope you can help me find my bag and im

15、prove your service. Yours, Li Hua,16,Dear manager, 第一口語網(wǎng) 飯店抱怨 Restaurant complaint_標清.flv My name is Li Hua, a _ of your airline. Im writing this letter about your bad service. Im sorry to say that Im very unhappy about your _. First of all, _, which _. Secondly, _ _, which_. You know, I _. Honestly

16、 speaking, this is the worst _ . The focus of my complaint is _. I do hope you can _. Yours, Li Hua,guest,service,Your waitress spilt the coffee on my pants,made me have to take my pants off,my meal was not served until I called,kept me wait such a long time,was starving to death at that moment,your waitress,restaurant service,serving standard,improve you