投诉信-PPT课件.ppt

1、文体概述文体概述投诉信是人们在遇到一些不文明现象、所购投诉信是人们在遇到一些不文明现象、所购商品质量差、售后服务不满意等情况下解决商品质量差、售后服务不满意等情况下解决问题的一个方法。在问题的一个方法。在语言方面，要注意把握语言方面，要注意把握分寸，要公平、公正分寸，要公平、公正。l投诉信应包括三个方面的内容：投诉信应包括三个方面的内容：l1. 表明写信目的，投诉的内容。表明写信目的，投诉的内容。l2. 投诉的具体原因。投诉的具体原因。l3. 希望得到的结果。希望得到的结果。 假定你是李华，上周六，你有一次不愉快的就假定你是李华，上周六，你有一次不愉快的就餐经历，对餐厅的服务员态度非常不满意。

2、于是餐经历，对餐厅的服务员态度非常不满意。于是你给该餐厅老板写一封投诉信。要点如下：你给该餐厅老板写一封投诉信。要点如下：1. 1. 问题：牛肉面有苍蝇，服务员态度粗鲁。问题：牛肉面有苍蝇，服务员态度粗鲁。2. 2. 要求：餐厅赔礼道歉。要求：餐厅赔礼道歉。注意：注意：1. 1. 词数词数100100左右左右。2. 2. 可以适当增加细节，可以适当增加细节，以使行文连贯。以使行文连贯。3. 3. 开头语和结束语已为你写好。开头语和结束语已为你写好。l时态：时态：l人称：人称： 一般过去时为主一般过去时为主第一人称第一人称lHere is a letter of complaint by Tom

3、. Lets read it together and evaluate on it.lDear 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

4、 your restaurant lforever .l Yours,l LiHual 51 words ! Enough ?lPara1:l I am Li Hua. I want to complain about your lrestaurant .l Exactly who ?About what ?lPara2: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

5、it detailed enough ?lPara3: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 Problems in the passage1.写信人身份不明写信人身份不明2.投诉事件不具体投诉事件不具体3.时态混乱时态混乱4.文章过于简单文章过于简单5.中式英语中式英语6.语言不得体语言不得体字数不够字数不够Make some improvements for the

6、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.我是李华，你们餐馆的一个我是李华，你们餐馆的一个熟客熟客。我正写信来。我正写信来投诉在你们餐馆的一次糟糕经历。投诉在你们餐馆的一次糟糕经历。 Para2: Last Saturday, I went to you

7、r restaurant to have lunch. There are flies in beef noodles. The waiter was rude. When did I find flies ? My feeling ?当我正在吃牛肉面时，当我正在吃牛肉面时， 我突然发现里面有我突然发现里面有两只苍蝇，这让我很恶心。两只苍蝇，这让我很恶心。When I was having beef noodles, I suddenly found there were two flies in them, which disgusted me a lot. Para2:There are

8、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. 所以我请服务员更换另一份面

9、。出乎我的意所以我请服务员更换另一份面。出乎我的意料，他没有更换，而是粗鲁地说他太忙了不料，他没有更换，而是粗鲁地说他太忙了不能解决这个问题。能解决这个问题。Add Li Huas feelings:对待顾客的这种方式是不可接受的。对待顾客的这种方式是不可接受的。Such a way of treating customers is unacceptable.Para3: You should say sorry to me , or I will not go to your restaurant forever .How to let the boss apologize ? 我我真诚地希

10、望真诚地希望你能够认真调查此事并且向我道歉。你能够认真调查此事并且向我道歉。I sincerely hope that you can look into the matter seriously and make an apology to me.I was very very angry .Dear 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 w

11、ent to your restaurant to have lunch . When having beef noodles, I suddenly found there were two flies in them, which disgusted me a lot. 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. Needl

12、ess 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不用说不用说常用语块常用语块1. 抱怨抱怨 _2. 表达

13、不满表达不满 _3. 忍受忍受 _4. 对对满意满意 _5. 糟糕的服务糟糕的服务 _poor servicecomplain aboutconvey/express ones dissatisfactionput up with/bearbe content/satisfied with6. 采取措施采取措施 _7. 解决问题解决问题 _8. 预防预防发生发生 _9. 调查此次事件调查此次事件 _10. 以粗鲁的方式以粗鲁的方式 _in a rude mannertake measuresdeal with/solve the problempreventfrom happeninginve

14、stigate/look into the matter/incident11. 向向道歉道歉 _12. 出乎意料出乎意料 _13. 不用说不用说 _14. 尽快尽快 _15. 把某事牢记在心把某事牢记在心 _make an apology to/apologize toout of ones expectationneedless to sayas soon as possiblebear sth. in mind套用句式套用句式 我写信是投诉关于我写信是投诉关于2. 这几年我对你们的服务都很满意，但是我写信这几年我对你们的服务都很满意，但是我写信是表达关于是表达关于的不满。的不满。2. I

15、 have been content/satisfied with your service for years but I am writing to express my dissatisfaction about1. I am writing to complain about3. 我对我对不满意有一些主要原因。首不满意有一些主要原因。首先，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, 4. I sincerel

16、y 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.作业作业 假定你是李华，你在上周日搭坐假定你是李华，你在上周日搭坐102号公交车，号公交车，该公交车司机的不文明行为让乘客很愤怒。于是该公交车司机的不文明行为让乘客很愤怒。于是你向公交车公司写一封投诉信。要点如下：你向公交车公司写一封投诉信。要点如下：1. 司机的不文明行为司机的不文明行为(大声讲话、紧急刹车、态度大声讲话、紧急刹车、态度粗鲁等粗鲁等)。2. 希望尽快查清此事。希望尽快查清此事。注意：注意：1. 词数词数100左右。左右。2. 可以适当增加细节，以可以适当增加细节，以使行文连贯。使行文连贯。3. 开头语和结束语已为你写好。开头语和结束语已为你写好。26