高考英语投诉信课件(共44张PPT).ppt

1、投诉信投诉信 A letter of complaint1Learning goals:I Students can master and apply some useful and relevant expressions about complaint in a letter of complaint.II Students can improve the accuracy（准确性）（准确性）,coherence（连贯性）（连贯性）and appropriateness（得（得体性）体性）in their writing,especially about how to state thei

2、r dissatisfaction and solutions in a letter of complaint.2Appreciation and learning:3在在Passage 1 Passage 1 中找出相关的表达：中找出相关的表达：1 1 在你的网站上在你的网站上_ _ 2 2 投诉投诉_3 3 从从购买购买_4 4 一双九码的鞋子一双九码的鞋子 _5 5 寄回寄回 _6 6 付邮资付邮资_7 7 给某人退款给某人退款/某人获得退款某人获得退款 _8 (8 (申购情况和实际情况的对比申购情况和实际情况的对比)我订购的是我订购的是,但我收到的是但我收到的是_ from/on y

3、our website complain about.purchase/buy sth.from.a pair of size-nine shoes/a pair of shoes of size ninesend/post.backpay for the postagegive sb.a refund/get ones refundWhat I ordered was.but I received.4To whom it may concern，Im one of your customers.Im writing to complain about a pair of sneakers I

4、 recently purchased from your website.What I ordered was a pair of black size-nine shoes but I received a pair of white,size-8.5 shoes instead.Worse still,there was a ten-day delay in delivering my shoes,which should have been received on April 10.For the above reasons,I demand either a new pair of

5、black size-nine shoes be posted to me immediately or I be given a full refund.Also,if I send back the wrong shoes,will your company pay for the postage?I would appreciate it very much if you could solve the problem immediately.Looking forward to your reply.Yours sincerely,Li Hua Passage 15Dear Sir,I

6、m one of your customers.I am writing to express my dissatisfaction about the service of the clerk called Jack of your restaurant.Here are the reasons for my dissatisfaction.First of all,I did make reservations for a table but he forgot about it,causing us to wait for half of hour.Besides,I was not t

7、old that the prices of some of the dishes had increased until I finished my meal.Whats worse,he answered my questions without patience when I ordered the meal and he even made a mistake over my bill because of his carelessness.I demanded that he should realize his mistakes and get punishment to beco

8、me more professional.I would like to have this matter settled with satisfaction.Looking forward to your reply.Yours sincerely,Li HuaPassage 26投诉信投诉信:I Beginning开头句：开头句：1.Im one of your customers.Im writing to complain about 2.Im one of your customers.I am writing to express my dissatisfaction/disapp

9、ointment/concern on/about3.Im writing to make a complaint about II Body正文正文:.III Ending 结尾句结尾句:1.I would appreciate it very much if you could solve the problem immediately.2.I would like to have this matter settled with satisfaction.3.I would be grateful if you could 4 Thank you for your considerati

10、on.如何在形式上胜人一筹如何在形式上胜人一筹+(I am)looking forward to your reply.7投诉信投诉信 中间中间body部分：部分：内容一般包括：内容一般包括：1 problems Passage1:What I ordered was but I received.Worse still,/To make matters worse,.Passage 2:Here are the reasons for my dissatisfaction.First of all,.Besides,.Whats worse,.2 solutions Passage1：For

11、 the above reasons,I demand either.or.Also,/Besides,.Passage2：I demand that he should.For one thing,.For another,On one hand,On the other hand,可以使用可以使用过渡词过渡词让文章更具层次感让文章更具层次感8段落模板段落模板(One possible version)Dear _,(I am one of your customers/consumers(自我介自我介绍绍).)Im writing to make a complaint about _(问

12、题存在方面问题存在方面)Here are the reasons for my dissatisfaction.For one thing,_(抱怨的第一个方面抱怨的第一个方面).For another,_(抱怨的第二个方面抱怨的第二个方面).Under these circumstances在这种情况下在这种情况下,I find it _(感感觉觉)to_(抱怨的方面给你带来的后果抱怨的方面给你带来的后果).(解决方解决方案案)For the above reasons,I demand either.or.Also,/Besides,.I would appreciate it very

13、much if you could solve the problem immediately.Looking forward to your reply.Yours sincerely,Li Hua9Underline useful expressions&recite them!10To whom it may concern,Im one of your customers.Im writing to complain about a pair of sneakers I recently purchased from your website.What I ordered was a

14、pair of black size-nine shoes but I received a pair of white,size-8.5 shoes instead.Worse still,there was a ten-day delay in delivering my shoes,which should have been received on April 10.For the above reasons,I demand either a new pair of black size-nine shoes be posted to me immediately or I be g

15、iven a full refund.Also,if I send back the wrong shoes,will your company pay for the postage?I would appreciate it very much if you could solve the problem immediately.Looking forward to your reply.Yours sincerely,Li Hua Passage 111Dear Sir,Im one of your customers.I am writing to express my dissati

16、sfaction about the service of the clerk called Jack of your restaurant.Here are the reasons for my dissatisfaction.First of all,I did make reservations for a table but he forgot about it,causing us to wait for half of hour.Besides,I was not told that the prices of some of the dishes had increased un

17、til I finished my meal.Whats worse,he answered my questions without patience when I ordered the meal and he even made a mistake over my bill because of his carelessness.I demanded that he should realize his mistakes and get punishment to become more professional.I would like to have this matter sett

18、led with satisfaction.Looking forward to your reply.Yours sincerely,Li HuaPassage 212How to state the solutions to the problems?13假定你是李华，两周前你从网上订购了一套英语书虫系列假定你是李华，两周前你从网上订购了一套英语书虫系列读物（读物（Bookworm series），昨天才到货，且包装破损，数），昨天才到货，且包装破损，数量不足。请就此向网店客服写邮件投诉。要点如下：量不足。请就此向网店客服写邮件投诉。要点如下：1.介绍购物情况；介绍购物情况；2.反映存在问

19、题；反映存在问题；3.提出解决方案。提出解决方案。注意：注意：1.词数词数100左右左右2.可适当增加细节，以使行文连贯可适当增加细节，以使行文连贯3.开头与结尾已为你写好，不计入词数开头与结尾已为你写好，不计入词数To whom it may concern,_Yours faithfully,Li Hua 审题：审题：1.文体文体2.写作对象写作对象3.人称人称4.时态时态5.写作要点写作要点6.语言风格语言风格1 1 清晰地列举清晰地列举2 2 语气：强硬、严肃语气：强硬、严肃14解决方案相关表达解决方案相关表达：1 寄回寄回/退货退货_2 维修维修_3要求退款要求退款 _ 退款退款_4

20、 请退还我请退还我30%的钱的钱,否则我会否则我会_5 退还我一半的钱退还我一半的钱_ 6 全额全额退款退款 _7 改善服务改善服务 _8 我要求我要求 _（表一种强硬态度）（表一种强硬态度）9 被迫采取进一步的措施被迫采取进一步的措施_give me a full refund improve the service I demand that sb.(should)do sth.be forced to take the matter further send/post/deliver sth back(to sb)have sth repairedask for refundPlease

21、 give 30%of my money back,or I shallrefund ones money/give ones money backgive half/50%of my money back1510 我我要求要么要求要么马上寄给我一双新的黑鞋马上寄给我一双新的黑鞋子子,要么要么全额退款。全额退款。I demand either a new pair of black shoes be posted to me immediately or I be given a full refund.11 请退还我请退还我30%的钱的钱,否则否则我会被迫采取我会被迫采取进一步的措施。进一步

22、的措施。Please give 30%of my money back,or I shall be forced to take the matter further.16Time to practice!17假定你是李华，两周前你从网上订购了一套英语假定你是李华，两周前你从网上订购了一套英语书虫系列读物（书虫系列读物（Bookworm series），昨天才到货，），昨天才到货，且包装破损，数量不足。请就此向网店客服写邮且包装破损，数量不足。请就此向网店客服写邮件投诉。要点如下：件投诉。要点如下：1.介绍购物情况；介绍购物情况；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。

23、I ordered a set of Bookworm series on your website two weeks ago,but I didnt receive them until yesterday.昨天才到昨天才到货，且包装破损，数量不足。货，且包装破损，数量不足。包装破损，数量不足。包装破损，数量不足。And much to my disappointment,包装包装 packaging18假定你是李华，两周前你从网上订购了一套英语书虫系列假定你是李华，两周前你从网上订购了一套英语书虫系列读物（读物（Bookworm series），昨天才到货，且包装破损，），昨天才到货，且

24、包装破损，数量不足。请就此向网店客服写邮件投诉。要点如下：数量不足。请就此向网店客服写邮件投诉。要点如下：1.介绍购物情况；介绍购物情况；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。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.Its bad to have receive

25、d 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,Id like to be informed of the process of your dealing with my complaint.昨天才到货，且包装破损，昨天才到货，且包装破损，数量不足。数量不足。包装破损，数量不足。包装破损，数量不足。1

26、9Summary20投诉信投诉信:I Beginning开头句：开头句：1.Im one of your customers.Im writing to complain about 2.Im one of your customers.I am writing to express my dissatisfaction/disappointment/concern on/about3.Im writing to make a complaint about II Body正文正文:.III Ending 结尾句：结尾句：1.I would appreciate it very much if

27、 you could solve the problem immediately.2.I would like to have this matter settled with satisfaction.3.I would be grateful if you could 4 Thank you for your consideration.如何在形式上胜人一筹如何在形式上胜人一筹+(I am)looking forward to your reply.21投诉信投诉信 中间中间body部分：部分：内容一般包括：内容一般包括：1 problems Passage1:What I ordered

28、 was but I received.Worse still,/To make matters worse,.Passage 2:Here are the reasons for my dissatisfaction.First of all,.Besides,.Whats worse,.2 solutions Passage1：For the above reasons,I demand either.or.Also,/Besides,.Passage2：I demand that he should.For one thing,.For another,On one hand,On th

29、e other hand,可以使用可以使用过渡词过渡词让文章更具层次感让文章更具层次感22段落模板段落模板(One possible version)Dear _,(I am one of your customers(自我介绍自我介绍).)Im writing to make a complaint about _(问题存问题存在方面在方面)Here are the reasons for my dissatisfaction.For one thing,_(抱怨的第一个方面抱怨的第一个方面).For another,_(抱怨的第二个方面抱怨的第二个方面).Under these circu

30、mstances在这种情况下在这种情况下,I find it _(感感觉觉)to_(抱怨的方面给你带来的后果抱怨的方面给你带来的后果).(解决方解决方案案)For the above reasons,I demand either.or.Also,/Besides,.I would appreciate it very much if you could solve the problem immediately.Looking forward to your reply.Yours sincerely,Li Hua23Homework:1 Complete and polish your c

31、ompositions after class.2 Correct the mistakes of the following sentences.3 Write a composition about letter of complaint.241.Worse still,there was a ten-day delay in deliver my shoes.2.She was not a person with patience and didnt patient answer my questions at all.3.I demand that she makes an apolo

32、gy to me face to face.(2mistakes)4 I am writing to make a complain that there is anything wrong with the pair of shoes I bought on your website.(2mistakes)5 I am writing to inform you that I am not satisfying with the shoes bought on your website.6 I am writing to complain the poor service in your r

33、estaurant.7 I am writing to complain about the poorly quality of the products of your company and ask for solutions of the problem as soon as possible.(2mistakes)改错改错：25Consolidation:假定你是李华，你从某国外网站上订购了一台笔记本假定你是李华，你从某国外网站上订购了一台笔记本电脑，半个月后才到货，且电脑不是你订购的型号。电脑，半个月后才到货，且电脑不是你订购的型号。请你就此向网店客服写邮件投诉。要点如下：请你就此向

34、网店客服写邮件投诉。要点如下：1.介绍购物情况介绍购物情况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。注意：注意：1.词数词数100左右左右2.可适当增加细节，以使行文连贯可适当增加细节，以使行文连贯3.开头与结尾已为你写好，不计入词数开头与结尾已为你写好，不计入词数To whom it may concern,_Yours faithfully,Li Hua26Dear Sir/Madam，I have just returned _1_ the English Summer Camp at your School of Language,and Im writing to

35、express _2_ dissatisfaction with your program.I _3_(take)part in the program in order to improve my English but to my _4_(disappoint),there were too many students in a class,in which case students were not able to practise a lot.Moreover,the course was simple and the _5_(topic)were not fresh enough

36、so that students interest _6_ English could not be aroused.Worse still,no lunch _7_(provide)and therefore I had to go to the nearest restaurant,_8_ was 30 minutes away.You can imagine _9_ upset I am to have wasted my time and money and please give half of my money back,_10_ I shall be forced to take

37、 the matter further.Yours，Li Hua27Dear Sir,I am writing to complain about the two-day trip to Shenzhen _1_(organize)by your travel agency.It was promised in your advertisement that a _2_(profession)tour guide from Shenzhen would lead 30 tourists as a team,but _3_(actual),the tour guide even did not

38、know the exact route and there _4_(be)40 people in our team.Besides,it _5_(claim)that we would visit five famous attractions,while in fact we only visited 3 places of interest.Worse still,_6_ not only had to pay for our meals except lunch,but also four people were arranged to share a room in a poorl

39、y equipped hotel,_7_ was totally different from your promise that two _8_(tourist)would share a room in a four-star hotel and meals were free.Please give 50%of my money back,or I shall _9_(force)to take the matter further.Thank you _10_ your consideration.Yours sincerely,Li Ming2829To whom it may co

40、ncern,Im one of your customers.I ordered a set of Bookworm series on your website two weeks ago,but I didnt 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

41、book missing.Its bad 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,Id like to be informed of the process of your dealing with my complaint.Looking forward to

42、your reply.Li Hua 30假定你是李华，你从某国外网站上订购了一台笔记假定你是李华，你从某国外网站上订购了一台笔记本电脑，半个月后才到货，且电脑不是你订购的型本电脑，半个月后才到货，且电脑不是你订购的型号。请你就此向网店客服写邮件投诉。要点如下：号。请你就此向网店客服写邮件投诉。要点如下：1.介绍购物情况介绍购物情况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。And to my disappointment,the computer I received isnt the one I ordered.If you refer to my original orde

43、r,you will note that I requested a Model 506 computer.However,Model 508 reached me instead.The computer is far from satisfactory.Will you kindly take back what you sent out and substitute it with a Model 506 computer?I would appreciate your attention to this matter promptly（迅速地、立即地、敏捷地）（迅速地、立即地、敏捷地）

44、.31假定你是李华，两周前你从网上订购了一套英语书假定你是李华，两周前你从网上订购了一套英语书虫系列读物（虫系列读物（Bookworm series），昨天才到货，），昨天才到货，且包装破损，数量不足。请就此向网店客服写邮件且包装破损，数量不足。请就此向网店客服写邮件投诉。要点如下：投诉。要点如下：1.介绍购物情况；介绍购物情况；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。To whom it may concern,_.Looking forward to your reply Li Hua TO whom it may concern,Im one of your cu

45、stomers.I ordered a set of Bookworm series on your website two weeks ago,but I didnt 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.Its bad to

46、 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,Id like to be informed of the process of your dealing with my complaint.Looking forward to your reply.Li Hua 32To

47、whom it may concern,Im one of your customers.I ordered a notebook computer on your website two weeks ago,but I didnt receive it until yesterday.And to my disappointment,the computer I received isnt the one I ordered.If you refer to my original order,you will note that I requested a Model 506 compute

48、r.However,Model 508 reached me instead.The computer is far from satisfactory.Will you kindly take back what you sent out and substitute it with a Model 506 computer?I would appreciate your attention to this matter promptly（迅速（迅速地、立即地、敏捷地）地、立即地、敏捷地）.I am looking forward to your reply.Yours faithfully

49、,Li Hua33To whom it may concern,I am one of your customers.I feel bad to trouble you but I am afraid that I have to make a complaint about the computer I have ordered from your shop.Here are the reasons for my dissatisfaction.For one thing,I ordered the computer on your website two weeks ago,but I d

50、idnt receive it until yesterday.For another,when I got the computer,I found it not the one I ordered.Under these circumstances,I find it necessary for you to take it back and send me the right one.I would appreciate it very much if you could solve the problem immediately.Thank you for your considera