九、投訴信
1、對(duì)所遇到的困擾，惡劣的服務(wù)態(tài)度，劣質(zhì)的產(chǎn)品等提出抗議和改進(jìn)的建議。
內(nèi)容有理，批評(píng)有節(jié)。語言注意點(diǎn)投訴信應(yīng)重點(diǎn)表明投訴的原因，敘事應(yīng)客觀、準(zhǔn)確、簡(jiǎn)潔。最后提出的解決方法應(yīng)切實(shí)可行。在表達(dá)自己的不滿時(shí)，語言要把握分寸，不失風(fēng)度。
2、正文主要有３個(gè)部分：
（１）說明投訴的對(duì)象
（２）闡述投訴的具體原因
（３）表示希望投訴后能盡快得到改正
3、推薦模板
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Date,
Dear …,
I am writing to complain about…
I trust you will take my complaints seriously and.. If it is not properly settled, I would ask you to give back my money, or I would complain to the concerned authorities.
Yours sincerely,
Name…
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Date,
Dear …,
I am writing to inform you that I find…unsatisfactory…..
I hope you attach importance to this matter, and help settle it as soon as possible.
Yours sincerely,
Name…
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4、常用表達(dá)：
(1)I write to show my great anger at your…
(2) I am writing to protest against your…
(3) I am writing to complain about…
(4) My complaint about your… is based on the fact that…
(5) Hope you will improve your…
(6) I hope you will take steps to rectify this situation soon.
(7) It is high time you took some measures to solve…
(8) I sincerely hope such things will never take place again.
(9) You must rectify the situation, or I will take it to the court.
(10) If you can’t give me a satisfactory answer, I will complain it to the Consumer Association
Sample
Directions: Write a letter to complain about the bad service you have received, write about 100 words. You do not need to write the address.
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Mar. 15
Dear manager,
(1) I am writing to show my great anger about the bad service I encountered in your department store last Sunday. That saleswoman (No.411) was by no means patient enough to answer my questions about the products. She was so eagerly talking with her friend that she just turned a deaf ear to my questions. I felt disappointed that such bad service could have happened in a so-called five-star department store. (2)I hope you do something to stop such things happening any more, just to save your store’s fame.
Yours sincerely,
Custom
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時(shí)間
稱呼語
(1) 套語 I am writing to show my great anger about…
提出投訴的原因
by no means 絕對(duì)不…
turn a deaf ear to… 不理睬…
(2)提出希望能得到改正
save your store’s fame 換回該公司的榮譽(yù)
落款
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Dear Sir/Madam,
(1)I am writing to you to complain about your hotel. I had a terrible stay in room 5012 of your hotel from the 24th to the 26th of August 2002, when I came to Guangzhou on business.
The air-conditioning in my room could not be turned down or switched off. When I asked the reception staff to do something about it, they laughed and told me it was better than being hot. I asked your front of house manager and she told me she would send someone to my room immediately. No-one came. As a result, I was very cold every time I was in the room.
I paid a lot for my stay in your hotel and expect much better service from such a well-known hotel. In future, I will not be staying at your hotel again and will inform my business associates of the terrible service.
Yours faithfully,
Ken
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稱呼語
(1) 套語 I am writing to you to complain about…. 我寫這封信是為了向你投訴….
詞匯: reception staff 接待員
front of house manager 前臺(tái)經(jīng)理
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