商务英语投诉信撰写.pptx

When you have problems with faulty goods or services,it is often a good idea to put the details of your complaint in writing.II.Practical WritingII.Practical WritingLetters of ComplaintLetters of Complaint Practical Writing Letters of complaint usually include the following stages:Background describe the situation Problem cause and effect Solution Warning(optional)ClosingPractical Writing General Tips:General Tips:Try to make sure your letter is sent to the right person or department.Try and keep your letter short.Be polite as sarcasm or rudeness will not help your cause!Say what you want for your complaint to be resolved.Give a reasonable timetable for action to be taken before you will consider other options.Keep a copy of letters you write.Practical Writing Now that you have learned tips of writing letters of complaint,the following are general templates and sample letters.You may get more details of writing this kind of letters by learning them.Practical Writing Complaint Letter Templates&Sample Letters:Complaint letter Templates:Sample Letters:个案分析个案分析 例一：（货品质量没有达到要求）例一：（货品质量没有达到要求）Dear Sirs,We are very sorry to inform you that your last shipment is not up to your usual standard.The goods seem to be too roughly made and are inclined to be inferior and out of shape.Byseparate mail we have sent you a sample of this article so that you can compare it with youroriginal sample and see the inferiority of the goods dispatched.简明扼要地摆出投诉的原由，描述货物的残次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情况同时寄样品供对比说明 例一：（货品质量没有达到要求）例一：（货品质量没有达到要求）We have always been able to rely on the excellent quality of your goods,and we are all the more disappointed in this case because we have to supply these articles to new customers.We ask you to let us know immediately what you can do to help us in overcoming this difficulty.Yours faithfully,Mary Jackson 强调对方的失误造成不便，表明要求对方采取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行动来挽救这一局面例二：货物受损或有瑕疵例二：货物受损或有瑕疵 Dear Sir or Madam PLASTIC TABLEWARE-Product nos.0821(forks)and 7234(bowls)We have used your company as a supplier to our restaurants for several years,and until recently the quality of your products has always been good.对过去的情况作简单的回顾，礼貌的肯定双方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的交易，也与投诉情况作对比 例二：货物受损或有瑕疵例二：货物受损或有瑕疵 However,on 2 September this year,we took delivery of some plastic tableware which was of extremely poor quality.Many of the bowls were chipped and several of the forks were broken.We cannot use them in our cafeterias.对过去的情况作简单的回顾，礼貌的肯定双方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的交易，也与投诉情况作对比 例二：货物受损或有瑕疵例二：货物受损或有瑕疵 I do hope that such a delivery will not be repeated,and that your supplies to us in the future will again be of high quality.If,however,we receive any further faulty plastic tableware from you,we will be obliged to find another supplier to provide us with goods which meet our own high standards.I am sure you will be able to provide us with a satisfactory explanation.Yours Faithfully Ann.Jerome Restaurants Director 表明立场，要求对方解释并温和地提出警告表明立场，要求对方解释并温和地提出警告 Writing Complaining about a productComplaining about serviceYour company received the order for 280 women S cotton sweaters.But 40 cotton sweaters in white color were seriously soiled.But when the TV set was sent to your home,you found there was no image in it.Your investigation shows the damage was due to improper packing.You have suffered a great loss from this,as you cannot sell the sweaters in this condition to our customersNow you write a letter to the sales manager requiring an investigation at their end and reply to you.Your TaskYour TaskWritingPractical WritingSample 1Sample 1Practical Writing Dear Mr.Chang:On September 10,our order for 280 women S cotton sweaters was duly received,but we regret to say that 40 cotton sweaters in white color were seriously soiled.We had the case investigated immediately,and the result shows the damage was due to improper packing,for which the suppliers are definitely responsible.Needless to say,we have suffered a great loss from this,as we cannot sell the sweaters in this condition to our customers.We ask you to conduct investigation at your end and reply to us.(Addresses are omitted)Sincerely yours,Sunny LeeManager You received your telephone bill for the previous month from your company and thought there were some errors in calculation:I had been overcharged for two overseas calls.But when I called your Complaints Department,the girl who answered my phone was very rude.For one thing she interrupted me continually,for another she even said that the fault was my own.Now you write a letter requiring an apology from the staff.And you suggested that the girl in question should be disciplined,and instructed on the proper way to deal with clients.Your TaskYour TaskWritingPractical WritingSample 2Sample 2Practical Writing Dear Sir,I am writing to let you know the deplorable attitude of one of your staff member.I received my telephone bill for the previous month from you and thought there were some errors in calculation:I had been overcharged for two overseas calls.However,when I called your Complaints Department,the girl who answered my phone was very rude.For one thing she interrupted me continually,for another she even said that the fault was my own.Needless to say,such a way of dealing with customers is unacceptable.I would like to suggest that the girl in question should be disciplined,and instructed on the proper way to deal with clients.And I hope she can make formal apology to me.An early response will be appreciated.(Addresses are omitted)Sincerely yours,DonnaCorrespondence completion a)are going to allocate b)are going to putc)will be d)will focus e)will probably draw Dear Mr.Lacour,I would like to confirm that we discussed earlier this morning.Following your successful presentations at previous ALFITEL conferences,we have pleasure in inviting you to our third conference here in Cagliari in October.a)are going to allocate b)are going to putc)will be d)will focus e)will probably draw The central theme _ The Future of E-Business,and your talk_essentially on ways of developing e-commerce within the EU.As you _a sizeable audience as in previous years,we have made some special arrangements.c)d)e)a)are going to allocate b)are going to putc)will be d)will focus e)will probably draw We _you in our main conference hall,which can seat at least 40 participants,and we _ you a 45-minute slot(inclusive of 15 minutes questions and answers).We would be very grateful if you could confirm your acceptance in writing,and we of course remain at your disposal to discuss further details.b)a)a)continues to focus b)diversify our earningsc)have also demonstratedd)maintained its outstanding track record e)make considerable progressf)strongly believe Dear shareholders,The past six months have seen Grandico_In the development of its core businesses.First,with the completion in September of our acquisition of the Reinhardt Group,we have now become a truly international financial services business.e)a)continues to focus b)diversify our earningsc)have also demonstratedd)maintained its outstanding track record e)make considerable progressf)strongly believe Moreover,we _our determination to gain a greater international presence by launching last month a$50 million tender offer for Norbert,one of the largest French asset management corporations.Successful completion of this transaction will dramatically _ and will double our global assets under management,ranking Grandico among the top 2 fund managers in the world.c)b)a)continues to focus b)diversify our earningsc)have also demonstratedd)maintained its outstanding track record e)make considerable progressf)strongly believe Second,Kronex,our 55%owned banking subsidiary,_.It continues to build on its strategic alliances and is set to acquire ARP Bank.To conclude,I _ that our major financial services businesses are geared to deliver ongoing growth,and more than ever before,our execution team _on customer and shareholder value.The out look for the rest of the year is extremely positive.d)f)a)