2. Good morning!

3. I bought, but I want to complain…

4. How will you deal with the situation if you have his problem? How will you deal with the situation if you have his problem? What is the most effective way to complain ? What is the most effective way to complain ?

5. The complaint may be so complex that a phone call,a talk in person etc. may not effectively resolve the problem, so people may prefer the permanence, formality, and seriousness of a business letter. The complaint may be so complex that a phone call,a talk in person etc. may not effectively resolve the problem, so people may prefer the permanence, formality, and seriousness of a business letter.

6. Writing A Complaint Letter

7. 2002 年 1 月 CET 作文题目 Directions: For this part, you are allowed thirty minut es to write a composition on the topic: A Letter to the University President about the Canteen Service on Ca mpus You should write at least 100 words, and base y our composition on the outline given in Chinese below : 假设你是李明，请你就本校食堂的状况给校长写 一封信，内容应涉及食堂的饭菜质量、价格、环境、 服务等，书信写作：本校食堂卫生状况给校长写一封 抱怨信

8. You are expected You are expected Objectives to learn structure and contents of complaint letters; to learn some useful expressions for complaint letters.

9. _____1______ _____2______, ______4_____ ______5_____ ______6_____ … PW2 3 1.Date 2.Salutation 3.Body 4.Compliment -ary Close 5.Signature 6.Printed name Review of the format (block style)

10. To be effective, your complaint letter should follow the basic format of a typical business letter mentioned above. To be effective, your complaint letter should follow the basic format of a typical business letter mentioned above. However, a different business letter has a different body.

11. Body Body It is the most important part of the letter which conveys the central ideas, expresses the writer ’ s suggestions, requests and wishes. It is the most important part of the letter which conveys the central ideas, expresses the writer ’ s suggestions, requests and wishes.

12. Definition of a complaint Letter A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services.

13. Body contents of a complaint letter  Background: the situation  Problems: e.g. bad quality, damages, late delivery,etc.  Solution: e.g. compensation, refund, exchange, apology etc.  Closing

14. Body structure a complaint Letter Like other business letter, your complaint letter should address three general issues in the body part (3Ws) : First Paragraph — Why you are writing First Paragraph — Why you are writing Middle Paragraphs — What problems you have Middle Paragraphs — What problems you have Concluding Paragraph — wish to compensate and reply Concluding Paragraph — wish to compensate and reply

15. PW-12-1 Sample study ( Ex13,p217) Para.1 State why you are writing the letter Dear Sir/Madam, I am writing to complain about a walkman that I bought from your shop last week and also about the treatment I received from one of the staff there. To complain about a walkman and the treatment ＊ Avoid leaping into details

16. Para2: State what problems make you complain To describe the situations when you find the problems,To describe the situations when you find the problems, To provide a fully detailed description of the problemsTo provide a fully detailed description of the problems

17. PW-12-1 When I got home, and took the Walkman out of its box, I was not very pleased to find that it had a scratch across the front. Later, the shop assistant I spoke to said it was my responsibility to check for scratches before leaving the shop. This would, however, have been impossible as the Walkman was in a plastic-covered box. A more serious problem is the fact that although your advertisement says the Walkman will run for ten hours on the same batteries, this is not the case. I had to change the batteries after only five hours of use. Once again the shop assistant was very uncooperative when I mentioned this and he told me that I should use the extremely expensive batteries you sell. when I...(situatioon1) a scratch (problem1) shop assistant’s attitude(problem2) batteries(problem3) ＊ When describing, pay attention to the tense. Sometimes past tense is used.

18. para.3: suggest your wishes and expectations –appeal to the recipient's sense of fairness –tell your request –express confidence that the recipient will grant your request

19. PW-12-2 to expect the recipient to understand your feeling to wish for a refund,or to exchange So, I am sure you will understand why I feel so annoyed and frustrated by the whole incident. I look forward to hearing from you in the very near future, either to offer me a complete refund or to exchange the original Walkman for one which is actually in decent working condition. Your immediate consideration will be appreciated. Yours faithfully, Lu Xiaojun Ex.13 para 3

20. Summary : structure & contents Opening(why): Opening(why): 1. Your reason for writing: to complain 1. Your reason for writing: to complain 2. Tell specific information about the product or service: where and when you bought it. 2. Tell specific information about the product or service: where and when you bought it. Main Body (what): Main Body (what): 1. Describe the situation 1. Describe the situation 2. What went wrong with the product or service. 2. What went wrong with the product or service. Closing(wish): Closing(wish): 1.Say clearly what your desired solution is. 1.Say clearly what your desired solution is. 2.formal ending... 2.formal ending...

21. Some useful expressions for the opening paragraph : Some useful expressions for the opening paragraph : 1. I am writing to complain about … /that … 1. I am writing to complain about … /that … 2. I am writing to express my dissatisfaction with somebody about something 2. I am writing to express my dissatisfaction with somebody about something 3. I feel sorry to trouble you but I am afraid I have to make a complaint about … 3. I feel sorry to trouble you but I am afraid I have to make a complaint about … 20

22. Some useful expressions for the middle paragraph(s) : When I got home, and took … out of its box, I was not very pleased to find that The shop assistant I spoke to said it was my responsibility to check for … before leaving the shop/when receiving …. There is something wrong with … It doesn ’ t work. A more serious problem is the fact that … The shop assistant was very uncooperative when I mentioned this and he told me that I should 21

23. Some useful expressions for the final paragraph : I look forward to hearing from you in the very near future, either to offer me a complete refund or to exchange... I look forward to hearing from you in the very near future, either to offer me a complete refund or to exchange... I would be grateful / I shall appreciate it very much if you could take the matter into consideration and solve it at your earliest convenience. I would be grateful / I shall appreciate it very much if you could take the matter into consideration and solve it at your earliest convenience. I would like to replace with a new one. I would like to replace with a new one. Your early reply would be highly appreciated. Your early reply would be highly appreciated. 22

24. Practice Write a complaint letter using the information provided below. Write a complaint letter using the information provided below. 假设你双 11 在京东购买了一剃须刀。货到 昨天才收到。而且，回到家里你发现刀把 有划痕。你找售后沟通，要求调换或退货 ，售后不予理睬。你特向经理投诉。 假设你双 11 在京东购买了一剃须刀。货到 昨天才收到。而且，回到家里你发现刀把 有划痕。你找售后沟通，要求调换或退货 ，售后不予理睬。你特向经理投诉。

25. You bought a shaver from Jindong. But when the shaver was sent to your home, you found there was no image in it. And the receptionist claimed that they wouldn’t be responsible for it. Now you write a letter to the sales manager requiring to replace the TV set within 7 workdays. Your Task Writing—Practical Writing

26. Discussion What specific problems made you complain? late delivery late delivery a scratch a scratch stuff's attitude stuff's attitude what requests will you make? what requests will you make? a refund a refund an exchange an exchange

27. Tips: Format Format: Format: 1. Use block format (all justified left), 2. Single spaced, 3. Double-spaced between paragraphs.

28. Suggested answer Dear Sir/Madam, Dear Sir/Madam, I am writing to complain about a shaver that I bought from your shop last month and also about the treatment I received from one of the staff there. I am writing to complain about a shaver that I bought from your shop last month and also about the treatment I received from one of the staff there.

29. When I got home, and took the camera out of its box, I was not very pleased to find that it had some scratches across the handle. Later, the shop assistant I spoke to said it was my responsibility to check for scratches before leaving the shop. This would, however, have been impossible as the camera was in a plastic-covered box.

30. A more serious problem is the fact that the color of pictures taken indoors is abnormal. Once again the shop assistant was very uncooperative when I mentioned this and told me that I wasn ’ t operating the camera properly. A more serious problem is the fact that the color of pictures taken indoors is abnormal. Once again the shop assistant was very uncooperative when I mentioned this and told me that I wasn ’ t operating the camera properly.

31. He finally agreed to exchange the faulty camera for another one as long as I could provide the receipt. When I explained that I had accidentally thrown it away, he refused to exchange the camera, which I think was very unfair since he knew very well that I had bought it in your shop.

32. So, I am sure you will understand why I feel so annoyed and frustrated by the whole incident. I look forward to hearing from you in the very near future, either to offer me a complete refund or to exchange the original shaver for one which is actually in decent working condition. So, I am sure you will understand why I feel so annoyed and frustrated by the whole incident. I look forward to hearing from you in the very near future, either to offer me a complete refund or to exchange the original shaver for one which is actually in decent working condition. Yours faithfully, Yours faithfully, Zhang Li Zhang Li

33. PW-13-2 Suggested answer: Dear Ms. Smith: I am applying for the position of executive secretary. / I am interested in the position as an executive secretary. I feel that my academic background and my work experience qualify me for this position. I am presently a senior student at Shenyang Business College, majoring in public relations. During the past few years, I have taken courses in adninistration, shorthand, busines correapondence, and business law etc. I have been the secretary of the students’ union at college in the past three

34. PW-13-2 years. I enclose my resume, giving details of my background. If you have any questions or need more information, please call me at (024) 87654321. Sincerely, Wu Yan Enc.

35. Assignment Write a cover letter of your own based on the model given in Ex. 13. Write a cover letter of your own based on the model given in Ex. 13. Preview unit 3 text A Preview unit 3 text A