东财《大学英语2》第六课拓展资源

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第六课What Inspiration Means To Me拓展资源
投诉信
Letter of Complaint
   　
投诉信一般是针对质量低劣的产品或者服务而表达的不满和抱怨，目的是为了让对方根据所存在的问题给出合理的、所期望的解决方法。
　　投诉信的结构和内容为：第一部分，说明写该信的主要意图，即提出需要解决的问题和该问题给你造成的不良影响，以及解决问题的重要性；第二部分，说明详细的情况，提出与投诉有关的重要依据，如商品的具体问题、购买日期和地点等；第三部分，提出建议，说出你所希望的解决方法和最后的结果。此外，还可以向对方建议解决问题的最后日期，并表示对所投诉问题的妥善解决充满信心。

   　　在写投诉信时应注意以下几个问题。
　　（1）要简洁明了，诚实坦率。说明情况时，只要能够证明你对此事已做了全面的了解即可，省去不相关的细节，尽量把篇幅限制在一页之内，不要过于冗长。
　　（2）语气坚定又不失礼貌，尽量避免尖锐的挑衅和责问。如果问题是针对个人的，尽量避免把锋芒对准整个公司和团体。尤其当你投诉的公司或个人与你经常打交道时，一定要讲求策略。
　　（3）如果该公司屡次给你提供质量低劣的服务并拒绝改变该情况，你认为唯一的解决办法就是诉诸法律，表述你的感觉时要得体而又不失坚定。然而，除非你已决定要诉诸法律时才可以说这样的话。
　　（4）如果你想要使你的投诉信更有分量，尤其是你想影响或改变某些立法式规定时，你可以让几个人和你联合签名。
　　（5）写上你的联系方式（姓名、地址、电话号码和电子邮件地址等），以备对方与你磋商解决办法时使用。

   　　投诉信常见的表达方式如下。
　　（1）Mild（温和的）complaint：
　　I am writing to you in connection with/regarding ... 　我写信是关于……的事。
　　I am writing to you to complain about the poor service/quality ...of ...
　　我给您写信是要对……低劣的服务或质量进行投诉。
　　I am writing to you to express my dissatisfaction with ...
　　我给您写信是为了对……表示我的不满。
　　I am sorry to inform you that ...　很遗憾，我要通知您的是……
　　I wish to make a complaint about ... 　我想对……进行投诉。
　　I am afraid I have a complaint to make about ... 　我只是想对……提出投诉。
　　（2）Strong（强硬的）complaint:
　　I feel I must protest/complain about ... 　我觉得我应该对……提出抗议或投诉。
　　I feel it a must to complain about ... 　我觉得我必须对……进行投诉。
　　（3）Making requests（提出要求）：
　　I would appreciate it if you would ...　如果您能……，我将不胜感激。
　　I will have to insist on a refund in full of the price/charge.　我坚持要求全额退款。
　　I expect to be compensated for all the extra expenses.
　　我期望能得到所有额外费用的赔偿。
　　I would be very grateful if you would ... as soon as possible.
　　如果您能尽快……，我将非常感激。
　　I hope this situation will not occur again.　我希望这种情况不会再发生。

   Sample 1  Dear Sir/Madam,
　　I am writing to draw your attention to the most undesirable attitude and manner of a particular member of your staff. A week ago, I bought a skirt in the woman's wear department of your supermarket, but when I went back home, it simply shrank after the first-time wash. So I hurried back to your after-sale service for help.
　　When I told what had happened to the girl, Miss Ann White, who was on duty at that time, and asked for refund or exchange, she was so rude on that occasion as to interrupt me continually. Later she even said my misuse caused the result and refused to listen to me any longer.
　　I strongly suggest that Miss White be instructed on the proper manner towards customers. I hope you attach importance to this matter, and settle it as soon as possible.  
Yours,
Wei Lei
  
Sample 2  Dear Sir/Madam,
　　I am writing to you about a most unhappy experience. Last Wednesday morning, we took a long-route bus of your company from Nanchang to Jinggang Mountain. The bus was scheduled to arrive in Jianggang Mountain at 7 o'clock in the evening, but it stopped midway at 5 pm for mechanical problems. The driver and the ticket seller could neither solve the problem by themselves nor seek help from others.
　　Where we stopped was nowhere near a village. Up until 9 o'clock, another bus finally carried us to a shabby rural motel. We had to pay for our accommodation. The room was too small and the quilt was so dirty. To our surprise, when we just managed to sleep at around 2 am, the driver came to wake us up — the bus had been fixed!
　　I suggest that you look into this matter immediately and deal with it quickly and properly.
　　Looking forward to your reply.
Yours,
Wang Li

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