考點(diǎn)61 書面表達(dá)投訴信

高考頻度：★★★☆☆

?1. 寫作方法

①首段：注意客觀、禮貌

a.?自我介紹；

b. 引出投訴內(nèi)容；

c. 表明目的要求。

②?主體：展開(kāi)說(shuō)明投訴原因、具體理由或后果，注意內(nèi)容充實(shí)，符合交際習(xí)慣。

a.?詳細(xì)說(shuō)明情況，中肯地提出問(wèn)題；

b.?提出改進(jìn)建議，表明希望如何解決；

c.?拓展題目?jī)?nèi)容，尤其要強(qiáng)調(diào)問(wèn)題不解決所帶來(lái)的后果。

③?尾段：提出解決方案，不用展開(kāi)，注意中肯、禮貌原則。

a.?表達(dá)強(qiáng)烈愿望，希望上述問(wèn)題得到迅速、恰當(dāng)?shù)慕鉀Q；

b.?有時(shí)可就問(wèn)題的解決限定時(shí)間；

c.?對(duì)有關(guān)人員的努力表示感謝；

d. 希望盡快得到滿意答復(fù)。

2. 寫作流程圖

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3.常用套語(yǔ)

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第一部分：提出抱怨并表示遺憾

套語(yǔ)：

(1) 很抱歉打擾您，但我必須鄭重提出投訴。

???I am sorry to trouble you but I am afraid that I have to make a serious complaint.

(2) 我很遺憾地告訴你投訴有關(guān)……的事由。

???I am sorry to tell you that there should be reasons?to complain about …

(3) 我真的很討厭抱怨，但現(xiàn)在有一件事情確實(shí)令人煩心。

???I really hate to complain, but one thing is really disturbing now.

第二部分：說(shuō)明投訴問(wèn)題、后果，并提出合理建議。

1. In the first place, the food is too salty and the water isn't served in time. In addition, the music you broadcast is too noisy. Under these circumstances, I find it hard to sit here having dinner quietly.

首先，食物太咸，水沒(méi)有及時(shí)端上來(lái)。而且，你們播放的音樂(lè)太吵了。在這樣的環(huán)境下，我很難安靜的坐在這里吃飯。

2. While I was on holiday in Hong Kong about a week ago, I bought a green shirt for 300 HK dollars in your shop, but there seems to be something wrong with it. When it's washed, it fades in colour. Now I can't wear it.

大概一周前我在香港度假的時(shí)候，我在你們店里花300港元買了一件綠色襯衫，但是看上去似乎有一些狀況。當(dāng)被洗的時(shí)候，它會(huì)掉色。現(xiàn)在，我不能穿了。

3. It arrived on time the day before yesterday. But when I checked it, I found a hole in the middle. I was astonished because the hole was obvious and I didn't think you should neglect this deficiency（缺陷）.

它是前天按時(shí)到的。但是當(dāng)我檢查時(shí)，我發(fā)現(xiàn)中間有個(gè)洞。我很震驚，因?yàn)檫@個(gè)洞和明顯，我認(rèn)為你們不應(yīng)該忽略這個(gè)缺陷。

4. I have dialed your service number for several times but it was always busy.

我多次撥打你們的服務(wù)電話，但它總是占線。

5. Now this problem keeps worrying me.

現(xiàn)在這個(gè)問(wèn)題一直在困擾我。

6. To improve the situation, you can take the following measures.

為了改善狀況，你們可以采取下面的措施。

7. Can you change a new one for me as soon as possible?

你們可以盡快給我換件新的嗎？

8. I insist you change a new one for me or give me a refund（退款）.

我堅(jiān)持你們給我換件新的或者給我退款。

9. How shall I send this scarf back to you?

我怎么把這條圍巾寄還給你？

第三部分：提出批評(píng)及處理的意見(jiàn)或敦促對(duì)方采取措施

?套語(yǔ)：

(1) 我認(rèn)為是你認(rèn)識(shí)到……的時(shí)候了。

I think it’s high time that you realized …

(2) 我們深知你們并不經(jīng)常出錯(cuò)，但我們希望能確保這類差錯(cuò)不再發(fā)生。

We know that you are not generally careless, but we should like your assurance that this will not happen again.

(3) 我必須正告貴方，除非對(duì)目前狀況采取措施，否則我將被迫訴諸法律。

??I must warn you that unless you do something about the situation, I will be forced to take legal action.

(4) 坦率地說(shuō)，我不再準(zhǔn)備忍受這種狀況。

Frankly, I am not prepared to put up with the situation any more.

(5) 如果您能盡快調(diào)查此事，我將不勝感激。期待您盡快回復(fù)。

I would be very grateful if you could look into the matter as soon as possible. And I am looking forward to an early reply.

（6）期待著你早日答復(fù)。

I’m looking forward to your early reply.

4.寫作模板

Dear ______,

①I am ______（自我介紹）. ②I feel bad to trouble you but I am afraid that I have to make a complaint about ______.

③The reason for my dissatisfaction is ______（總體介紹）. ④In the first place, ______（抱怨的第一個(gè)方面）. ⑤In addition, ?______（抱怨的第二個(gè)方面）. ⑥Under these circumstances, I find it ______（感覺(jué)）to______（抱怨的方面給你帶來(lái)的后果）.

⑦I appreciate it very much if you could ______（提出建議和請(qǐng)求）, preferably ______（進(jìn)一步的要求）, and I would like to have this matter settled by ?______（設(shè)定解決事情最后期限）. ???

⑧Thank you for your consideration and I will be looking forward to your reply.

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假如你叫李華，最近在某個(gè)購(gòu)物網(wǎng)站上購(gòu)買了一件夾克，但到貨后發(fā)現(xiàn)了下列一些問(wèn)題，請(qǐng)給該網(wǎng)站寫一封投訴信，投訴信內(nèi)容如下表：

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要點(diǎn)：

1.投訴內(nèi)容；

2.要求重新郵寄或退款；

3.詢問(wèn)應(yīng)由誰(shuí)承擔(dān)郵寄費(fèi)用。

注意:

1.書信內(nèi)容包括以上要點(diǎn)；

2.詞數(shù)100左右(書信格式已給出，不計(jì)入總詞數(shù))；

3.可適當(dāng)增加細(xì)節(jié)，以使行文連貫。

Dear Sir or Madam,

I’m writing to complain about the jacket which I bought from your website. This morning I received the jacket on time, but__________________________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

I am looking forward to your early reply.

Yours sincerely,

Li Hua

【思路點(diǎn)撥】

這是一封投訴信。作文的過(guò)渡詞(but)已經(jīng)給出，可直接寫要投訴的內(nèi)容，但是需要注意的是，投訴的內(nèi)容是用表格給出的，寫作時(shí)不要漏掉要點(diǎn)。表達(dá)個(gè)人要求時(shí)要另起一段，使文章顯得條理清晰，層次分明。寫作時(shí)的時(shí)態(tài)應(yīng)視具體情況而定。

【范文】

Dear Sir or Madam,

I’m writing to complain about the jacket which I bought from your website. This morning I received the jacket on time, but I regret to say that there’s something wrong with it.

Firstly, I’m pretty sure I asked you to send me a purple one. The moment the mail box arrived, I couldn’t wait to open it, only to find a red one. To make things worse, I need a size 170-88A while you sent me a size 175-92B,which is too large for me. Were I in it, I would be a clown. And it is of such bad quality — the zipper doesn’t work at all!

My concern is whether you will return me the money or have the jacket replaced and I wonder who will pay the postage.

I am looking forward to your early reply.?

Yours sincerely,?

Li Hua?

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Writing 1 廣西南寧市第三中學(xué)2020屆高三9月考試

假如你是李華，前不久你在網(wǎng)上買了一條絲綢圍巾，打算送給媽媽作為生日禮物，卻在收貨時(shí)發(fā)現(xiàn)存在一些問(wèn)題。請(qǐng)你就此給網(wǎng)站寫一封投訴信。

要點(diǎn)如下：1.介紹情況；2.反應(yīng)問(wèn)題；3.提出解決方法。

注意：1.詞數(shù)100左右 2.可以適當(dāng)增加細(xì)節(jié)，以使行文連貫。

Dear sir or Madam,

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Yours,

Li Hua

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Writing 2（浙江省紹興諸暨市2019屆高三5月高考適應(yīng)性試卷）

假如你是李華，你最近在某網(wǎng)站購(gòu)得一部電子書閱讀器( Kindle)，卻發(fā)現(xiàn)商品存在一些質(zhì)量問(wèn)題。請(qǐng)你給商品負(fù)責(zé)人寫一封電子郵件進(jìn)行投訴，要點(diǎn)如下:

1. 購(gòu)買時(shí)間；

2. 質(zhì)量問(wèn)題；

3. 你的要求。

注意:

1、詞數(shù)80左右；

2、可適當(dāng)增加細(xì)節(jié)，以使行文連貫。

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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Writing 3?（江西師范大學(xué)附屬中學(xué)2019屆高三三模）

假定你是李華,一個(gè)月前你從網(wǎng)上訂購(gòu)了兩雙運(yùn)動(dòng)鞋,今天才到貨,且包裝破損,尺碼不符.請(qǐng)就此事向網(wǎng)店客服寫郵件投訴，要點(diǎn)如下：

1. 介紹購(gòu)物情況；

2. 反映存在問(wèn)題；

3. 提出解決方案。

注意：1.詞數(shù)100左右；

2.可適當(dāng)增加細(xì)節(jié)，以使行文連貫；

3.開(kāi)頭和結(jié)尾已給出，不計(jì)入總詞數(shù)。

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Writing 4貴州省遵義航天高級(jí)中學(xué)2019屆高三第七次模擬

假定你是李華，兩月前你從海外代購(gòu)網(wǎng)店訂購(gòu)了一套書蟲系列讀物，昨天才到貨，且包裝破損，數(shù)量不足。請(qǐng)你根據(jù)以下提示，給該店店主Bob寫一封投訴信：

1. 介紹購(gòu)物情況；

2. 反應(yīng)存在問(wèn)題；

3. 提出解決問(wèn)題的方案。

注意：

1.詞數(shù)100左右；

2.可以適當(dāng)增加細(xì)節(jié)，以使行文連貫；

參考詞匯：complaint n. 投訴Bookworm Series 書蟲系列讀物

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Yours,

Li Hua

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Writing 1

【范文】

Dear Sir/Madam,

I am one of your customers. Recently, I ordered a silk scarf for my mum as a birthday gift . To my disappointment, there are the following problems.

To begin with, it didn’t arrive on schedule, which missed my mum’s birthday and let me down. Besides, it is of the wrong color, which should be blue instead of red. Sadly, my mum hates red the most! What bothers me the most is the quality of the scarf. It is not made of genuine silk and even gives off a bad smell, making the whole thing absolutely unacceptable!

I am not satisfied to have received such poor service, hoping that you can return my money or deliver a new one to me .I’d appreciate it if you can take it into consideration.

Looking forward to your reply.

Yours

Li?Hua

Writing 2

【范文】

Dear Sir / Madam,

I'm writing to complain about a Kindle that I purchased from your website on May 1st.

After one week of its purchase, I find it doesn't work as expected. The battery doesn't last long after being recharged, perhaps merely half a day. Worse than that, the words on the screen are not distinct enough, which I think is damaging to my eyesight.

I have been a devoted customer of your company and I hope you will look into the matter seriously and replace the faulty Kindle with a new one as guaranteed. Thank you!

Yours sincerely,

Li Hua

Writing 3

【范文】

Dear Sir/Madam,

I am one of your customers. I ordered two pairs of sports shoes on your website one month ago, but I didn’t receive them until today. Much to my disappointment, the shoes were so poorly packed up that the cover of them was torn. To make matters worse, they are of the wrong size.

I am sorry to have received such poor service, and I believe I have the very right to ask you to deal with this problem. I hope that you either return my money or deliver new ones to me. What is more, I’d like to be informed of the process of your dealing with my complaint.

Looking forward to your reply.

Yours,

Li Hua

Writing 4

【范文】

Dear Bob,

I am one of your customers. I ordered a set of Bookworm Series on your website two months ago, but I didn’t receive them until yesterday. And much to my disappointment, the books were so poorly packed up that the cover of one book was torn. To make matters worse, it is not a complete set, as I found one book missing.

I am sorry to have received such poor service, and I believe I have every right to ask you to deal with this problem. I hope that you either return my money or deliver a new set of books to me. Besides, I’d like to be informed of the process of your dealing with my complaint.

Looking forward to your reply.

Yours,

Li Hua

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