投诉信(letter-of-complaint)

1.Letterofcomplaint投诉信A.概述•在日常生活中，消费者买到劣质、假冒商品或服务人员态度粗暴时，写一封投诉信是解决此类问题的第一步。•注意事项：应客观讲述实际情况；言辞尽可能冷静理智，并表现出文明礼貌。B.投诉信应包括的内容：•写信目的：应开门见山提出投诉的内容。•事情经过：客观描述事情的原委，绝不能杜撰或歪曲事实。•造成影响：可写明此次事件对其公司以及对于作者造成的不良影响。•赔偿要求：就写明合法合理的赔偿要求，或进一步要采取的行动。C.常用词或短语complainv.抱怨，投诉goodsn.货物defectn.缺点，不足之处flawn.缺陷hurtv.伤害endangerv.危害，危及servicen.服务missingadj.漏掉的qualityn.质量delayn.&v.延误，延迟inconveniencen.不方便makeacomplaintabout提出投诉•concerningadj.有关的•faultn.错误，差错apologizev.道歉•dueto由于solveaproblem解决问题•beunlikelyto不可能•complainabout/of投诉，抱怨……•lookinto调查•takelegalactions采取法律行动D.常用句型1.我方写信投诉……Iamwritingtocomplainabout…(e.g.)我方写信投诉货号为14478的装运。IamwritingtocomplainabouttheshipmentofourOrderNo.14478.2.我方对你方提供的服务深感不满。Wearefarfromsatisfiedwiththeserviceyouoffer.3.以上所述远非贵店服务欠佳的全部情况。Theabovepointsarebynomeansacomprehensiveaccountofthemanyfailingsinyourservice.4.贵店店员的愚蠢行为只会伤害贵店的真诚顾客。Yourassistants’foolishactionscouldwellcontributetohurtinggenuinecustomerstoyourstore.5.在此提请贵店注意对顾客的服务态度。BywritingyouthisletterIonlymeanthatyoushouldpayattentiontoyourserviceforyourcustomers.6.打开包装时，原本我要的…A…变成了…B…OnunpackingthemIfoundthatBhadbeensent,insteadofAaskedfor.•但当我打开包装时发现，原本我要的轻质松木餐桌（lightpine-finishedtable)变成了18张重质红木(heavymahogany-finished)餐桌.•ButonunpackingthemIfoundthat18heavymahogany-finishedtableshadbeensent,insteadofthelightpine-finishedonesaskedfor.7.这种贵得多的产品在这有没有市场真是值得怀疑。ItisdoubtfulthatIwillbeabletofindamarketformoreexpensiveproducts.8.我还是坚持要原来订的货。Ialsohavefirmordersforthegoodsaskedfor.9.你方可否尽快派人送来并带回错发的商品?Wouldyousendsomeoneassoonaspossibleandatthesametimepickupthewronglydeliveredgoods?10.若因延误送货造成的任何损失，我方会采取合法的行动去追究。Ifanylossresultsbecauseofthislatedeliverywewillbetakinglegalaction.E.samplewriting•拟定一封投诉信：写信人：Bruce收信人:Mr.Oliver写信时间：2001年2月３日投诉内容：货号1754的18张餐桌送错了型号。Bruce按照目录号码GR272订购的１８张轻质松木餐桌，由于工作人员失误而错发了重质红木（heavymahogany-finished)餐桌。Bruce的顾客多数收入中等，住在窄小的公寓里，买不起这么贵且大的红木餐桌。3rdFebruary2001DearMr.Oliver,IamwritingtoyouwithreferencetomyorderNo.1754ofaconsignmentof18diningtableswereceivedfromyouyesterday,whichwereorderedfromyourcatalogue.Cat.No.GR272.ButonunpackingthemIfoundthat18heavymahogany-finishedonesaskedfor.AsmostofmycustomersliveinsmallflatsearningamoderateincomeitisdoubtfulthatIwillbeabletofindamarketforlarger,moreexpensiveproducts.Ialsohavefirmordersforthegoodsaskedfor.Wouldyousendsomeonewithmyconsignmentassoonaspossibleandatthesametimepickupthewronglydeliveredgoods?ThankyouYourssincerely,Bruce练习写作•写信人：Mr.RobertSteinbeck•收信人：店方•写信时间：2007年３月３１日•投诉内容：店员待客粗暴，出语伤人，接待顾客怠慢，显得很不耐烦。希望店方本着顾客至上的理念，注意改进顾客服务态度。•March31,2007•DearSir,•I’mwritingtomakeacomplaintaboutyourshopassistants’attitudetowardstheircustomers.Whenwewereshoppingtheotherdayinyourdepartmentstore,yourassistantdidn’tcomeuntilwecalledseveraltimes.Thewomanassistantshowedimpatiencebeforewemadeourdecisionwhattobuy.Andwhat’smore,sheevencalleduglynameswhenwedecidednottobuythings.•Theabovepointsarebynomeansacomprehensiveaccountofthemanyfailingsinyourservice.Yourassistants’foolishactionscouldwellcontributetohurtinggenuinecustomerstoyourstore.•BywritingyourthisletterIonlymeanthatyoushouldpayattentiontoyourserviceforyourcustomers.•Yoursfaithfully,•Mr.RobertSteinbeck