1、 投诉信投诉信 文体概述 投诉信是人们在遇到一些不文明现象、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所购商品质量差、售后服务不满意等情况下解决问题的一个方法。在语言方面，要下解决问题的一个方法。在语言方面，要注意把握分寸，要公平、公正。投诉信应注意把握分寸，要公平、公正。投诉信应包括三个方面的内容：包括三个方面的内容：1.表明写信目的，投诉的内容。表明写信目的，投诉的内容。2.投诉的具体原因。投诉的具体原因。3.希望得到的结果。希望得到的结果。一、常用话题单词、短语及句型积累一、常用话题单词、短语及句型积累l1.dissatisfaction n.不满不满 2.q
2、uality n.质量质量 3.rude adj.无礼的无礼的 4.disappoint vt.使失望使失望l5.awful adj.糟糕的糟糕的 6.impolite adj.粗鲁的粗鲁的l7.impatient adj.不耐烦的不耐烦的 8.solve vt.解决解决l9.worse adj.更糟糕的更糟糕的 10.demand n.要求要求l11.website n.网站网站 12.refund n.退款退款l13.service n.服务服务 14.explanation n.解释解释翻译以下短语翻译以下短语1.抱怨抱怨 _2.表达不满表达不满 _3.忍受忍受 _4.对对满意满意 _5
3、.糟糕的服务糟糕的服务 _poor servicecomplain aboutexpress ones dissatisfactionput up withbe satisfied with6.采取有效措施采取有效措施 _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 effective measuresdeal with the problempreventfrom happeninglook into the matter11.向向道歉道歉 _12.令某人很失望的是令某人很失望的是
4、_13.要求退款要求退款 _14.尽快尽快 _15.严肃对待严肃对待 _16.合理的解释合理的解释 _make an apology tomuch to ones disappointmentdemand a refundas soon as possibletake.seriouslya reasonable explanation写作常用句型写作常用句型第一段：表明写信目的，投诉的内容第一段：表明写信目的，投诉的内容1.我是几天前从你们的网站上购买了我是几天前从你们的网站上购买了的的.我写信我写信表达我对表达我对的失望。的失望。2.我很抱歉打扰你，但我恐怕要对我收到的我很抱歉打扰你，但我恐
5、怕要对我收到的投诉。投诉。I feel bad to trouble you but I am afraid that I have to make a complaint about I have received.Imwho bought from your website several days ago.I am writing to express my disappointment about3.这几年我对你们的服务都很满意，但是我这几年我对你们的服务都很满意，但是我写信是表达关于写信是表达关于的不满。的不满。3.I have been satisfied with your se
6、rvice for years but I am writing to express my dissatisfaction about第二段：投诉的具体原因以及解决的方法第二段：投诉的具体原因以及解决的方法l1.当我做当我做时，我突然发现时，我突然发现,这使我很失这使我很失望。望。l When doing,I suddenly found that,which disappointed me a lot.l2.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，l There are some main reasons why I am not
7、 content with At first,Whats worse,Eventually,l3.我对于你们的服务感到很失望我对于你们的服务感到很失望l I was extremely disappointed with the service I received that day.l4.你能否尽快换一个新的给我或者给予我你能否尽快换一个新的给我或者给予我全额退款。全额退款。lCould you exchange a new one for me or give me a full refund as soon as possible?5.我真诚地希望你能认真调查这件事我真诚地希望你能认真调
8、查这件事情，以及采取恰当的措施防止类似事情，以及采取恰当的措施防止类似事件再次发生。件再次发生。I sincerely hope that you will look into the matter seriously and proper measures should be taken to prevent such an incident happening again.第三段：希望得到的结果以及客套话。第三段：希望得到的结果以及客套话。l1.我在等待一个合理的解释，并期待及早回复。我在等待一个合理的解释，并期待及早回复。lI am waiting for a reasonable ex
9、planation and expecting an early reply.l2.如果你能认真考虑我的投诉，我会非常高兴。如果你能认真考虑我的投诉，我会非常高兴。我确实希望你可以尽快给我一个满意的答复。感我确实希望你可以尽快给我一个满意的答复。感谢你的体谅。谢你的体谅。lI would be much delighted if you could consider my complaint seriously.I do hope you can give me a satisfactory reply as soon as possible.Thank you for your consid
10、eration.3.你若能尽快采取合理的措施处理这个问题，你若能尽快采取合理的措施处理这个问题，我将感激不尽。我将感激不尽。lI would appreciate it very much if you could take proper measures to deal with the problem as soon as possible.二、写作模板二、写作模板lDear Sir,l I am_(自我介绍).I feel bad to trouble you but I am afraid that I have to make a complaint about_(投诉对象).l T
11、he reason for my dissatisfaction is _(总的介绍).In the first place,_(抱怨第一方面).In addition,_(抱怨第二方面).Under these circumstances,I find it _(感觉)to _(抱怨的方面给你带来的后果).I appreciate it very much if you could _(提出建议和要求),and I would like to have this matter settled by_(设定解决事情最后期限).l Thank you for your consideration
12、 and I will be looking forward to your reply.l Yours,l Li Hual 假设你是李华，于前不久在某网上书假设你是李华，于前不久在某网上书城购买了一本英语字典，但是未按时到城购买了一本英语字典，但是未按时到货。逾期一周之后你才收到字典，且发货。逾期一周之后你才收到字典，且发现该字典有漏页缺页现象。请根据你的现该字典有漏页缺页现象。请根据你的遭遇，给该网站相关部门写一封投诉信。遭遇，给该网站相关部门写一封投诉信。要点如下：要点如下：1.对你的遭遇进行说明和抗议。对你的遭遇进行说明和抗议。2 提出你的要求：退款或更换货品提出你的要求：退款或更换货
13、品3 对该网站提出建议。对该网站提出建议。字数：字数：120词左右，开头结尾已给出。词左右，开头结尾已给出。三、经典范文背诵 Dear Sir or Madam,I am writing to express my disappointments with an unhappy experience of purchasing an English dictionary from your website.I was waiting anxiously for the dictionary since the order was made online.However,the dictiona
14、ry arrived one week late after the scheduled date.Worse still,I found there were some quality problems,for some pages were missing,which did cause a lot of inconvenience to me.Therefore,I wish to exchange it for another one or declare a refund.I hope you can make improvement and make sure this sort
15、of problem doesnt happen again Thank you for your consideration and I am expecting an early reply.Yours sincerely,Li Hua四、短文改错四、短文改错Dear Mr.Smith,Ive recent signed up for your English learning website.However,Ihave come across some problems after using it for short time.Imwriting to make a complaint
16、 about it To begin with,some contents cannot be updated in time,that makes it impossible for me to learn something new relating to my present lessons at school.Much to my dissatisfactions,I find the topic of some reading materials were not proper for us middle school students.As for a famous website
17、,your service need improvement to live up to users expectations.I hope you will take the matter seriously or make an effort to solve the problems.Yours Li Huarecently a them which related dissatisfaction are needs and l 假设你是李华，假设你是李华，3月初你在网上买了双月初你在网上买了双鞋，打算送给妈妈做鞋，打算送给妈妈做“三八三八”妇女节的妇女节的礼物。但是，收到货后发现存在若
18、干问礼物。但是，收到货后发现存在若干问题。请你就此给店家写一封投诉信。要题。请你就此给店家写一封投诉信。要点如下：点如下：1.介绍购物的情况。介绍购物的情况。2.反映存在问题。反映存在问题。3.提出解决方案。提出解决方案。字数：字数：1.100词左右；词左右；2.可以适当增加细可以适当增加细节，以使行文连贯；开头结尾已给出。节，以使行文连贯；开头结尾已给出。五、范文赏析lDear Sir/Madam,l I am one of you customers.I,Li Hua,a Senior 3 student,am writing to you to complain about the sh
19、oes.In this early March,greatly delighted,I bought a pair of shoes online,hoping to surprise my mother with such a nice present on Womens Day.l It was true that I was greatly excited when I received the shoes.However,In addition,what annoyed me more was that there was an obvious stain on the surface
20、 of the left shoe.l I would be extremely grateful if you could look into the matter as soon as possible and get it settled by replacing it with a new pair.I am looking forward to your early reply.Thank you.l Yours,l Li Hu优美句型欣赏优美句型欣赏lI,Li Hua,a Senior 3 student,am writing to you to complain about th
21、e shoes.主语的两个同位语结主语的两个同位语结构表达较多信息，构表达较多信息，to complain about the shoes作作目的状语。目的状语。l hoping to surprise my mother with such a nice present on Womens Day.l现在分词作状语现在分词作状语lhardly had I seen when because 倒装句，又带有状倒装句，又带有状语从句，体现作者深厚的英语功底。语从句，体现作者深厚的英语功底。lwhat annoyed me more was that主语从句加表主语从句加表语从句混合使用，增加评分
22、档次。语从句混合使用，增加评分档次。lI would be extremely grateful if you couldand 虚拟语气加状语从句，值得学习。虚拟语气加状语从句，值得学习。l假如你是李华，你从某网店购买了一部Z10手机，手机，因有质量问题，要求该公司更换。请根据下列要因有质量问题，要求该公司更换。请根据下列要点，用英文写一封投诉信。点，用英文写一封投诉信。l要点：要点：l1.问题：十天后，手机铃声不响，不能发短信问题：十天后，手机铃声不响，不能发短信l 该产品已售完，无法更换该产品已售完，无法更换l 型号新，无配件，无法维修。型号新，无配件，无法维修。l2.要求：要求：一周内
23、给予更换一周内给予更换 参考词汇：配件参考词汇：配件 spare part 六、模仿与演练六、模仿与演练lDear Sir，l I am writing to complain about the mobile phone of Z10 I bought from your online store.（十天后，它不响铃，也不能发短信)Then I took it back to the seller,（但被告知这款手机已售完得至少三个月才到货）.Later I went to the repairman.However，he said since it was a new model,Ten
24、days after that,it didnt ring or send short messages.but I was told that the model had been sold out and I had to wait at least three months for a new one.(没有合适的配件，不能维修).I was so desperate on hearing that because I am badly in need of a mobile phone.Therefore,l(我要求贵公司在一周内之内予以更换)l Thank you for your
25、consideration.and I will be looking forward to your reply.l Yours sincerely,l Li Huait was impossible to fix it without the right spare parts.I require that you send me a new one of the same model within a week.Dear Sir，I am writing complain about the mobile phone of Z10 I bought from your online st
26、ore.Ten days after that,it didnt ring or send short messages.Then I took it back to the seller,but I was told that the model had been sold out and I had to wait at least three months for a new one.Later I went to the repairman.However，he said since it was a new model,it was impossible to fix it with
27、out the right spare parts.I was so desperate on hearing that because I am badly in need of a mobile phone.Therefore,I require that you send me a new one of the same model within a week.Thank you for your consideration.and I will be looking forward to your reply.Yours sincerely,Li Hua 假如你是李华，昨天在商场购买了
28、一台电风扇，回家后发现它不能运转。你回到店里与营业员交涉时该营业员对你的态度恶劣，对你提出的问题不予受理。请你为此向经理写一封投诉信。信件包括要点如下：l1.陈述写信原因。2.投诉内容：l 1).产品质量问题。l 2).营业员的服务态度问题。l 3).表达对该商店的失望。l 4).期待回复。l注意：1.词数100左右;l 2.可以适当增加细节，使行文连贯;l 3.开头和结尾已给出，不计入总词数。七、课后作业七、课后作业lDear Manager,l I feel sorry to trouble you but I am afraid that I have to make a complai
29、nt about an unpleasant experience of shopping.l Yesterday I bought an electric fan in your shop,but when I got home and turned it on,it didnt work.So I took it back and talked to the assistant about the problem.To my surprise,instead of helping me solve the problem,the man,in a rude manner,refused t
30、o examine it.l Generally,your shop is well-known for good service and that is why I bought the electric fan in your shop.I was really upset to find that such a thing should have occurred in your shop.l I am waiting for a reasonable explanation and expecting an early reply.l Yours sincerely,l Li HuaThank you!
