商务英语投诉信撰写Letter-of-complaint

Whenyouhaveproblemswithfaultygoodsorservices,itisoftenagoodideatoputthedetailsofyourcomplaintinwriting.II.PracticalWritingLettersofComplaintPracticalWritingLettersofcomplaintusuallyincludethefollowingstages:Background–describethesituationProblem–causeandeffectSolutionWarning(optional)ClosingPracticalWritingGeneralTips:Trytomakesureyourletterissenttotherightpersonordepartment.Tryandkeepyourlettershort.Bepoliteassarcasmorrudenesswillnothelpyourcause!Saywhatyouwantforyourcomplainttoberesolved.Giveareasonabletimetableforactiontobetakenbeforeyouwillconsiderotheroptions.Keepacopyoflettersyouwrite.PracticalWritingNowthatyouhavelearnedtipsofwritinglettersofcomplaint,thefollowingaregeneraltemplatesandsampleletters.Youmaygetmoredetailsofwritingthiskindoflettersbylearningthem.PracticalWritingComplaintLetterTemplates&SampleLetters:ComplaintletterTemplates:SampleLetters:个案分析例一：（货品质量没有达到要求）DearSirs,Weareverysorrytoinformyouthatyourlastshipmentisnotuptoyourusualstandard.Thegoodsseemtobetooroughlymadeandareinclinedtobeinferiorandoutofshape.Byseparatemailwehavesentyouasampleofthisarticlesothatyoucancompareitwithyouroriginalsampleandseetheinferiorityofthegoodsdispatched.简明扼要地摆出投诉的原由，描述货物的残次情况同时寄样品供对比说明例一：（货品质量没有达到要求）Wehavealwaysbeenabletorelyontheexcellentqualityofyourgoods,andweareallthemoredisappointedinthiscasebecausewehavetosupplythesearticlestonewcustomers.Weaskyoutoletusknowimmediatelywhatyoucandotohelpusinovercomingthisdifficulty.Yoursfaithfully,MaryJackson强调对方的失误造成不便，表明要求对方采取行动来挽救这一局面例二：货物受损或有瑕疵DearSirorMadamPLASTICTABLEWARE-Productnos.0821(forks)and7234(bowls)Wehaveusedyourcompanyasasuppliertoourrestaurantsforseveralyears,anduntilrecentlythequalityofyourproductshasalwaysbeengood.对过去的情况作简单的回顾，礼貌的肯定双方的交易，也与投诉情况作对比例二：货物受损或有瑕疵However,on2Septemberthisyear,wetookdeliveryofsomeplastictablewarewhichwasofextremelypoorquality.Manyofthebowlswerechippedandseveraloftheforkswerebroken.Wecannotusetheminourcafeterias.对过去的情况作简单的回顾，礼貌的肯定双方的交易，也与投诉情况作对比例二：货物受损或有瑕疵Idohopethatsuchadeliverywillnotberepeated,andthatyoursuppliestousinthefuturewillagainbeofhighquality.If,however,wereceiveanyfurtherfaultyplastictablewarefromyou,wewillbeobligedtofindanothersuppliertoprovideuswithgoodswhichmeetourownhighstandards.Iamsureyouwillbeabletoprovideuswithasatisfactoryexplanation.YoursFaithfullyAnn.JeromeRestaurantsDirector表明立场，要求对方解释并温和地提出警告Writing•Complainingaboutaproduct•ComplainingaboutserviceYourcompanyreceivedtheorderfor280womenScottonsweaters.But40cottonsweatersinwhitecolorwereseriouslysoiled.ButwhentheTVsetwassenttoyourhome,youfoundtherewasnoimageinit.Yourinvestigationshowsthedamagewasduetoimproperpacking.Youhavesufferedagreatlossfromthis,asyoucannotsellthesweatersinthisconditiontoourcustomersNowyouwritealettertothesalesmanagerrequiringaninvestigationattheirendandreplytoyou.YourTaskWriting—PracticalWritingSample1PracticalWritingDearMr.Chang:OnSeptember10,ourorderfor280womenScottonsweaterswasdulyreceived,butweregrettosaythat40cottonsweatersinwhitecolorwereseriouslysoiled.Wehadthecaseinvestigatedimmediately,andtheresultshowsthedamagewasduetoimproperpacking,forwhichthesuppliersaredefinitelyresponsible.Needlesstosay,wehavesufferedagreatlossfromthis,aswecannotsellthesweatersinthisconditiontoourcustomers.Weaskyoutoconductinvestigationatyourendandreplytous.(Addressesareomitted)Sincerelyyours,SunnyLeeManagerYoureceivedyourtelephonebillforthepreviousmonthfromyourcompanyandthoughtthereweresomeerrorsincalculation:Ihadbeenoverchargedfortwooverseascalls.ButwhenIcalledyourComplaintsDepartment,thegirlwhoansweredmyphonewasveryrude.Foronethingsheinterruptedmecontinually,foranothersheevensaidthatthefaultwasmyown.Nowyouwritealetterrequiringanapologyfromthestaff.Andyousuggestedthatthegirlinquestionshouldbedisciplined,andinstructedontheproperwaytodealwithclients.YourTaskWriting—PracticalWritingSample2PracticalWritingDearSir,Iamwritingtoletyouknowthedeplorableattitudeofoneofyourstaffmember.Ireceivedmytelephonebillforthepreviousmonthfromyouandthoughtthereweresomeerrorsincalculation:Ihadbeenoverchargedfortwooverseascalls.However,whenIcalledyourComplaintsDepartment,thegirlwhoansweredmyphonewasveryrude.Foronethingsheinterruptedmecontinually,foranothersheevensaidthatthefaultwasmyown.Needlesstosay,suchawayofdealingwithcustomersisunacceptable.Iwouldliketosuggestthatthegirlinquestionshouldbedisciplined,andinstructedontheproperwaytodealwithclients.AndIhopeshecanmakeformalapologytome.Anearlyresponsewillbeappreciated.(Addressesareomitted)Sincerelyyours,DonnaCorrespondencecompletiona)aregoingtoallocateb)aregoingtoputc)willbed)willfocuse)willprobablydrawDearMr.Lacour,Iwouldliketoconfirmthatwediscussedearlierthismorning.FollowingyoursuccessfulpresentationsatpreviousALFITELconferences,wehavepleasureininvitingyoutoourthirdconferencehereinCagliariinOctober.a)aregoingtoallocateb)aregoingtoputc)willbed)willfocuse)willprobablydrawThecentraltheme______‘TheFutureofE-Business,’andyourtalk______essentiallyonwaysofdevelopinge-commercewithintheEU.Asyou_______asizeableaudienceasin