2020年高考考试英语考试知识点一遍过考试知识点61书面表达投诉信

考试知识点61 书面表达投诉信

高考考试频度：★★★☆☆

 1. 写作办法

①首段：注意客观、礼貌

a. 自我介绍；

b. 引出投诉内容；

c. 表明目的需要。

② 主体：展开说明投诉缘由、具体理由或后果，注意内容充实，符合交际习惯。

a. 详细说明状况，中肯地提出问题；

b. 提出改进建议，表明期望怎么办；

c. 拓展题目内容，特别要强调问题不解决所带来的后果。

③ 尾段：提出解决方法，不需要展开，注意中肯、礼貌原则。

a. 表达强烈愿望，期望上述问题得到飞速、适合的解决；

b. 有时可就问题的解决限定时间；

c. 对有关职员的努力表示感谢；

d. 期望尽快得到认可回话。

2. 写作步骤图

3.常用套语

第一部分：提出抱怨并表示遗憾

套语：

非常抱歉打扰你，但我需要郑重提出投诉。

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

我非常遗憾地对你说投诉有关……的事由。

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

我真的非常讨厌抱怨，但目前有一件事情确实让人烦心。

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

第二部分：说明投诉问题、后果，并提出合理建议。

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.

第一，食物太咸，水没准时端上来。而且，你们播放的音乐太吵了。在这种环境下，我非常难安静的坐在这里吃饭。

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时候，我在你们店里花300港元买了一件绿色衬衣，但看起来好像有一些情况。当被洗的时候，它会掉色。目前，我不可以穿了。

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（缺点）.

它是前天按时到的。但当我检查时，我发现中间有个洞。我非常震撼，由于这个洞和明显，我觉得你们不应该忽视这个缺点。

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

我多次拨打你们的服务电话，但它一直占线。

5. Now this problem keeps worrying me.

目前这个问题一直在困扰我。

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

为了改变情况，你们可以采拿下面的手段。

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

你们可以尽快给我换件新的吗？

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

我坚持你们给我换件新的或者给我退款。

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

我如何把这条围巾寄还给你？

第三部分：提出批评及处置的建议或敦促他们采取手段

 套语：

我觉得是你认识到……的时候了。

I think it’s high time that you realized …

大家深知你们并不常常出错，但大家期望能确保这种差错不再发生。

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

我需要正告贵方，除非对现在情况采取手段，不然我将被迫诉诸法律。

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

坦率地说，我不再筹备忍受这种情况。

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

假如你能尽快调查此事，我将不胜感激。期待你尽快回复。

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）期待着你早日回话。

I’m looking forward to your early reply.

4.写作模板

Dear ______,

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

③The reason for my dissatisfaction is ______（总体介绍）. ④In the first place, ______（抱怨的第一个方面）. ⑤In addition,  ______（抱怨的第二个方面）. ⑥Under these circumstances, I find it ______（感觉）to______（抱怨的方面给你带来的后果）.

⑦I appreciate it very much if you could ______（提出建议和请求）, preferably ______（进一步的需要）, and I would like to have this matter settled by  ______（设定解决事情最后期限）.    

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

倘若你叫李华，近期在某个购物网站上购买了一件夹克，但到货后发现了下列一些问题，请给该网站写一封投诉信，投诉信内容如下表：

要素：

1.投诉内容；

2.需要重新邮寄或退款；

3.询问应由哪个承担邮寄成本。

注意:

1.信件内容包含以上要素；

2.词数100左右；

3.可适合增加细节，以使行文连贯。

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

【思路点拨】

这是一封投诉信。作文的过渡词已经给出，可直接写要投诉的内容，但应该注意的是，投诉的内容是用表格给出的，写作时不要漏掉要素。表达个人需要时要另起一段，使文章看上去条理明确，层次分明。写作时的时态应视具体状况而定。

【范本】

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 

Writing 1 广西南宁第三中学2020届高中三年级9月考试

倘若你是李华，前不久你在网上买了一条丝绸围巾，计划送给母亲作为过生日礼物，却在收货时发现存在一些问题。请你就此给网站写一封投诉信。

要素如下：1.介绍状况；2.反应问题；3.提出解决方案。

注意：1.词数100左右 2.可以适合增加细节，以使行文连贯。

Dear sir or Madam,

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Yours,

Li Hua

Writing 2（浙江绍兴诸暨市2019届高中三年级5月高考考试适应性试题）

倘若你是李华，你近期在某网站购得一部电子书阅读器，却发现产品存在一些水平问题。请你给产品负责人写一封邮件进行投诉，要素如下:

1. 购买时间；

2. 水平问题；

3. 你的需要。

注意:

1、词数80左右；

2、可适合增加细节，以使行文连贯。

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Writing 3 （江西师范大学附属中学2019届高中三年级三模）

假定你是李华,一个月前你从在线订购了两双运动鞋,今天才到货,且包装破损,尺码不符.请就此事向店铺客服写邮件投诉，要素如下：

1. 介绍购物状况；

2. 反映存在问题；

3. 提出解决方法。

注意：1.词数100左右；

2.可适合增加细节，以使行文连贯；

3.开头和结尾已给出，不计入总词数。

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Writing 4贵州遵义航天高级中学2019届高中三年级第七次模拟

假定你是李华，两月前你从国外代购店铺订购了一套书虫系列读物，昨天才到货，且包装破损，数目不足。请你依据以下提示，给该店店主Bob写一封投诉信：

1. 介绍购物状况；

2. 反应存在问题；

3. 提出解决问题的策略。

注意：

1.词数100左右；

2.可以适合增加细节，以使行文连贯；

参考词语：complaint n. 投诉Bookworm Series 书虫系列读物

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Yours,

Li Hua

Writing 1

【范本】

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

【范本】

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

【范本】

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

【范本】

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