1、投訴信 寫作技巧指導,貝多芬,背多分,一、文體概述,投訴信是人們在遇到一些不文明現(xiàn)象、所購商品質(zhì)量差、售后服務不滿意等情況下解決問題的一個方法。 因此，投訴信的去處通常有兩種： 一是給服務單位即經(jīng)銷商或生產(chǎn)廠家; 二是給報社或消委會等有關部門。 不管是哪一種，都必須把投訴或反映的問題及如何解決的愿望傳遞給對方。在語言方面，要注意把握分寸，要公平、公正。,投訴信應包括三個方面的內(nèi)容: (三段式) 1. 表明寫信目的，投訴的內(nèi)容。 2. 投訴的具體原因、問題的經(jīng)過及產(chǎn)生的 后果。 3. 提出解決方案/希望得到的結果。,格式：與一般的書信格式一樣，但第一句話不是問好，而是通常直接切入主題。如第一類投

2、訴信：Im writing to complain about the .(that/which) I bought.最后通常會加上一句：Thank you for your consideration/attention. 第二類投訴信第一句話可能是：I am writing this letter to reflect some problems (that/which) I came across and appeal to the improvement of the service industry.,二、文體特點,2. 時態(tài)：多為一般過去時，文末的希望或要求則多用一般現(xiàn)在時。 3.

3、 人稱：多為第一人稱,二、文體特點,【預習效果檢測】 一、投訴信必備詞匯：（1）單詞： 1. 抱怨，投訴 v. _；n. _ 2. 通知 v. _ 3. 服務 n. _ 4. 態(tài)度 n. _ 5. 顧客n. _ 6. 解決辦法 n. _ 7. 質(zhì)量n. _ 8. 訂貨 v._ 9. 運行，運轉(zhuǎn)v. _ 10. 店員,銷售員n._ 11.維修v._ 12.退款n. _ 13. 更換n. _,complain,complaint,inform,service,attitude,customer,solution,quality,work,order,clerk,repair,replacement

4、,refund,14. 感到失望的 adj. _ 令人失望的 adj. _ v. _ n. _ 15. 惱人的 adj. _ 16. 遺憾的 _ 17. 令人不滿意的 adj. _ 感到不滿意的 adj. _ v. 使.滿意 _; 使.不滿意 _ n. 滿意_ ; 不滿意 _,disappointed,disappointing,disappoint,disappointment,annoying,unsatisfying/ unsatisfactory,unsatisfied,satisfy,dissatisfy,satisfaction,dissatisfaction,regretful,

5、1. 抱怨 _ 2. 表達不滿 _ 3. 忍受 _ 4. 對滿意 _ 5. 糟糕的服務 _ 6. 采取措施 _ 7. 解決問題 _,poor service,complain about/ make a complaint about,express/convey ones dissatisfaction,put up with,be satisfied/ content with,一、投訴信必備詞匯：（2）短語：,take measures (to do),solve/ settle/ deal with/ do with the problem,8. 預防發(fā)生 _ 9. 調(diào)查此次事件 _

6、10. 以粗魯?shù)姆绞?_,in a rude manner,preventfrom happening,look into/ investigate the matter/incident,11. 向道歉 _ 12. 出乎意料 _ 13. 盡快 _ 14. 把某事牢記在心 _,make an apology to/apologize to,out of ones expectation,as soon as possible,keep/bear sth. in mind,15. 嚴肅地對待 _ 16. 努力(做) _,take seriously,make an effort (to do),

7、二、必備句型: (翻譯) （1）表明寫信目的： 1.我寫信是為了投訴你們的服務質(zhì)量。 Im writing to complain about/ make a complaint about your quality/standard of service. 2.我寫信是為了表達關于對你們的服務員的服務態(tài)度的不滿。 I am writing to express my dissatisfaction about the poor service (attitude) of your waiters.,（2）說明投訴內(nèi)容: 3. 我想讓您注意你們的產(chǎn)品質(zhì)量。 I would like to dr

8、aw your attention to the quality of your products.,4. 我對不滿意有一些主要原因。首先，更糟糕的是，最后， There are some main reasons why I am not content with At first, Whats worse, Eventually/ Last but not least, ,（3）提出解決方案: 5. 因此，我要求你發(fā)一個新的給我。 Therefore, I require that you (should) send me a new one.,6. 我真誠地希望你能認真調(diào)查這件事情，以及

9、采取恰當?shù)拇胧┓乐诡愃剖录俅伟l(fā)生。,I sincerely hope that you will look into this matter seriously and take proper/ effective measures to prevent such an incident happening again.,It is my sincere hope that you will investigate the incident seriously and proper measures should be taken to prevent the recurrence of t

10、his kind.,7. 你若能盡快采取措施處理這個問題，我將感激不盡。,I would appreciate it very much if you could take measures to deal with/solve the problem as soon as possible.,（4）表達禮貌感謝:,8. 如果你能對此事給予足夠的重視，我將非常感謝。,I would appreciate it very much if you could give due attention to this matter.,【題目回放】雙語報34期A4版: 假設你叫李華，最近你在網(wǎng)上注冊加入了

11、一個中學生英語學習網(wǎng)站，經(jīng)過一段時間的使用，你發(fā)現(xiàn)了一些不盡如人意的地方。請你用英語給該網(wǎng)站負責人史密斯先生寫一封投訴信。內(nèi)容如下： 1. 內(nèi)容更新不及時； 2. 有些話題不適合中學生； 3. 有些材料是從別的網(wǎng)站上轉(zhuǎn)載過來的； 4. 你的期望。,注意： 詞數(shù)100左右（開頭與落款已給出，不記詞數(shù)。） 2. 可以適當增加細節(jié)，以使行文連貫。 提示詞匯： 更新 update 轉(zhuǎn)載 reproduce Dear Mr. Smith, Im Li Hua, and Ive recently signed up for your English learning website. _ _ _ Your

12、s faithfully, Li Hua,1. 審題并構思文章結構: 假設你叫李華，最近你在網(wǎng)上注冊加入了一個中學生英語學習網(wǎng)站，經(jīng)過一段時間的使用，你發(fā)現(xiàn)了一些不盡如人意的地方。請你用英語給該網(wǎng)站負責人史密斯先生寫一封投訴信。內(nèi)容如下： 1. 內(nèi)容更新不及時； 2. 有些話題不適合中學生； 3. 有些材料是從別的網(wǎng)站上轉(zhuǎn)載過來的； 4. 你的期望。,P1,P2,P3,2. 判斷時態(tài):,P1: 一般過去時 + 現(xiàn)在進行時,P2: 一般現(xiàn)在時 （客觀現(xiàn)象）,P3: 一般現(xiàn)在/將來時,3. 人稱:,一、三,4. 構思語言表達: 假設你叫李華，最近你在網(wǎng)上注冊加入了一個中學生英語學習網(wǎng)站，經(jīng)過一段時

13、間的使用，你發(fā)現(xiàn)了一些不盡如人意的地方。請你用英語給該網(wǎng)站負責人史密斯先生寫一封投訴信。內(nèi)容如下：,P1,Dear Mr. Smith, Im Li Hua, and Ive recently signed up for your English learning website. However, after using it for some time, I found some unsatisfying problems. Now, Im writing to complain about them.,1. 內(nèi)容更新不及時； 2. 有些話題不適合中學生； 3. 有些材料是從別的網(wǎng)站上轉(zhuǎn)載

14、過來的；,P2,The content cannot be updated in time. Some topics are not proper for middle school students. Some materials are reproduced from other websites.,First of all, the content cannot be updated in time, which makes it impossible for me to learn something new related to my lessons at school. Much

15、to my dissatisfaction, some materials, especially the reading ones, are not proper for us middle school students. Last but not least, I find some materials are reproduced from other websites.,4. 你的期望。,P3,I know your website is a famous one, but my experience shows that your service needs improvement

16、. I trust that youll take this matter seriously and make an effort to prevent the recurrence of this kind. I am looking forward to your early reply.,參考范文： Dear Mr. Smith, Im Li Hua, and Ive recently signed up for your English learning website. However, some problems have arisen, making me dissatisfi

17、ed. Now, Im writing to complain about them. First of all, the content cannot be updated in time, which makes it impossible for me to learn something new related to my lessons at school. Much to my dissatisfaction, some materials, especially the reading ones, are not proper,for us middle school stude

18、nts. Last but not least, I find some materials are reproduced from other websites. I know your website is a famous one, but my experience shows that your service needs improvement. I trust that youll take this matter seriously and make an effort to prevent the recurrence of this kind. I am looking f

19、orward to your early reply. Yours faithfully, Li Hua,學生習作欣賞,Learning 對方承擔郵費。,注意： 1詞數(shù)100左右； 2可以適當增加細節(jié)，以使行文連貫； 3信的開頭已為你寫好。 Dear Sir ， _ _ Yours sincerely， Li Hua,One possible version： Dear Sir ， Im writing to complain about a pair of trousers I recently purchased from your website. What I ordered was

20、a pair of black size-27 trousers but I received a pair of dark green size-29 trousers instead. Worse still, there was a fifteen-day delay in delivering my trousers, which had been expected to arrive on March 1st. For the above reasons, I demand (that) either a new pair of black size-27 trousers (sho

21、uld) be posted to me immediately or I (should) be given a full refund. Also, your company is supposed to pay for the postage for the wrong trousers (that) Ill send back. Thank you for your consideration. Yours sincerely, Li Hua,練習2： 假設你是李華，前幾天你參加了 Cloud Travel Agency組織的長白山三日游。下面是該旅行社的廣告，請根據(jù)下面廣告中箭頭所指內(nèi)容對其不實之處向消費者協(xié)會寫一封投訴信。,注意： 1詞數(shù)100左右； 2可以適當增加細節(jié)，以使行文連貫； 3信的開頭已為你寫好。 Dear Sir or Madam， Im writing to express my complaint about the service of Cloud Trave Agency. _ _ Regards， Li Hua,One possible version： Dear Sir or Madam， Im wri