投诉信-课件.ppt

A letter of complaint投投诉信信1文体概述文体概述投投诉信是人信是人们在遇到一些不文明在遇到一些不文明现象、所象、所购商品商品质量差、售后服量差、售后服务不不满意等情况下解决意等情况下解决问题的一个方法在的一个方法在语言方面，要注意把握言方面，要注意把握分寸，要公平、公正分寸，要公平、公正2l投投诉信信应包括三个方面的内容：包括三个方面的内容：l1. 表明写信目的，投表明写信目的，投诉的内容l2. 投投诉的具体原因的具体原因l3. 希望得到的希望得到的结果3 假定你是李假定你是李华，上周六，你有一次不愉快的就，上周六，你有一次不愉快的就餐餐经历，对餐餐厅的服的服务员态度非常不度非常不满意于是你你给该餐餐厅老板写一封投老板写一封投诉信要点如下：信要点如下：1. 1. 问题：牛肉面有：牛肉面有苍蝇，服，服务员态度粗度粗鲁2. 2. 要求：餐要求：餐厅赔礼道歉注意：注意：1. 1. 词数数100100左右左右2. 2. 可以适当增加可以适当增加细节，以使行文以使行文连贯3. 3. 开开头语和和结束束语已已为你写好Writing Content4l时态：l人称：人称： 一般一般过去去时为主主第一人称第一人称审题5lHere is a letter of complaint by Tom. Lets read it together and evaluate on it.6lDear Sir,l I am Li Hua. I want to complain about your lrestaurant .l Last Saturday, I went to your restaurant to lhave lunch. There are flies in beef noodles. The lwaiter was rude. l I was very very angry . You should say lsorry to me , or I will not go to your restaurant lforever .l Yours,l LiHual 51 words ! Enough ?7lPara1:l I am Li Hua. I want to complain about your lrestaurant .l Exactly who ?About what ?8lPara2:l Last Saturday, I went to your restaurant to lhave lunch. There are flies in beef noodles. The lwaiter was rude. Tense! Right or not ?Is it detailed enough ?9lPara3:l I was very very angry . You should say lsorry to me , or I will not go to your restaurant lforever .ChinglishImproper , a bit rude 10Problems in the passage1.写信人身份不明写信人身份不明2.投投诉事件不具体事件不具体3.时态混乱混乱4.文章文章过于于简单5.中式英中式英语6.语言不得体言不得体字数不字数不够11Make some improvements for the passagelPara1: I am Li Hua. I want to complain about your restaurant .l I am Li Hua, a frequent customer in your restaurant. I am writing to complain about anawful experience in your restaurant.我是李我是李华，你，你们餐餐馆的一个的一个熟客熟客。

我正写信来我正写信来投投诉在你在你们餐餐馆的一次糟糕的一次糟糕经历12 Para2: Last Saturday, I went to your restaurant to have lunch. There are flies in beef noodles. The waiter was rude. When did I find flies ? My feeling ?当我正在吃牛肉面当我正在吃牛肉面时， 我突然我突然发现里面有里面有两只两只苍蝇，这让我很我很恶心When I was having beef noodles, I suddenly found there were two flies in them, which disgusted me a lot. 13Para2:There are flies in beef noodles. The waiter was rude. The relationship between the noodles and the waiter ? What did he do to make me angry?So I asked the waiter to change another dish. Out of my expectation, he didnt change it but said in a rude manner that he was too busy to solve the problem. 所以我所以我请服服务员更更换另一份面。

出乎我的意另一份面出乎我的意料，他没有更料，他没有更换，而是粗，而是粗鲁地地说他太忙了不他太忙了不能解决能解决这个个问题14Add Li Huas feelings:对待待顾客的客的这种方式是不可接受的种方式是不可接受的Such a way of treating customers is unacceptable.15Para3: You should say sorry to me , or I will not go to your restaurant forever .How to let the boss apologize ? 我我真真诚地希望地希望你能你能够认真真调查此事并且向我道歉此事并且向我道歉I sincerely hope that you can look into the matter seriously and make an apology to me.I was very very angry .16Dear Sir, I am Li Hua, a frequent customer in your restaurant. I am writing to complain about an awful experience in your restaurant. Last Saturday, I went to your restaurant to have lunch . When having beef noodles, I suddenly found there were two flies in them, which disgusted me a lot. 17So I asked the waiter to change another dish. Out of my expectation, he didnt change it but said in a rude manner that he was too busy to solve the problem. Needless to say, such a way of treating customers is unacceptable. For years I have been thankful for your excellent service but this time I really feel dissatisfied. I sincerely hope that you can look into the matter seriously and make an apology to me. Sincerely yours,Li Hua不用不用说18常用常用语块1. 抱怨抱怨 _2. 表达不表达不满 _3. 忍受忍受 _4. 对满意意 _5. 糟糕的服糟糕的服务 _poor servicecomplain aboutconvey/express ones dissatisfactionput up with/bearbe content/satisfied with196. 采取措施采取措施 _7. 解决解决问题 _8. 预防防发生生 _9. 调查此次事件此次事件 _10. 以粗以粗鲁的方式的方式 _in a rude mannertake measuresdeal with/solve the problempreventfrom happeninginvestigate/look into the matter/incident2011. 向向道歉道歉 _12. 出乎意料出乎意料 _13. 不用不用说 _14. 尽快尽快 _15. 把某事牢把某事牢记在心在心 _make an apology to/apologize toout of ones expectationneedless to sayas soon as possiblebear sth. in mind21套用句式套用句式1.我写信是投我写信是投诉关于关于2. 这几年我几年我对你你们的服的服务都很都很满意，但是我写信意，但是我写信是表达关于是表达关于的不的不满。

2. I have been content/satisfied with your service for years but I am writing to express my dissatisfaction about1. I am writing to complain about223. 我我对不不满意有一些主要原因首先，意有一些主要原因首先，更糟糕的是，更糟糕的是，最后，最后，3. There are some main reasons why I am not content with At first, Whats worse, Eventually, 234. 我真我真诚地希望你能地希望你能认真真调查这件事情，以及采件事情，以及采取恰当的措施防止取恰当的措施防止类似事件再次似事件再次发生5. 你若能尽快采取措施你若能尽快采取措施处理理这个个问题，我将感激，我将感激不尽4. I sincerely hope that/It is my sincere hope that you will look into/investigate the matter/incident seriously and proper measures should be taken to prevent such an incident happening again.5. I would appreciate it very much if you could take measures to deal with/solve the problem as soon as possible.24作作业 假定你是李假定你是李华，你在上周日搭坐，你在上周日搭坐102号公交号公交车，该公交公交车司机的不文明行司机的不文明行为让乘客很乘客很愤怒。

于是怒于是你向公交你向公交车公司写一封投公司写一封投诉信要点如下：信要点如下：1. 司机的不文明行司机的不文明行为(大声大声讲话。