第1頁在人們生活中經常會發生一些，比如消費利益受損、正常生活和工作受到干擾等等令人傷腦筋事情，有時寫封投訴信不失為一個處理方法。投訴信通常包含以下幾個方面內容：①說明投訴原因并表示遺憾；②實事求是地闡述問題發生經過，切記不要夸大其詞；③指出問題引發后果；④提出批評及處理意見或敦促對方采取方法或者提出所希望賠償以及補救方式。組織提要時要遵照“三步走”寫作規律：第一段：寫明要投訴問題。第二段：寫明投訴原因、問題經過及產生后果。第三段：提出處理方案，不需展開。這段應表示書信禮貌標準，能夠用類似“假如你能……，我將十分感激”這么表示方式。還要注意做到公平、公正。第2頁①句首慣用語：Iamwritingtomakeacomplaintabout…Iammostreluctanttocomplain，but…Oneannoyingaspectofyourserviceis…Ihavebeenpleasedwithyourservicesforyears，butnowIfeelverydisappointed.Iwouldliketodrawyourattentiontotheproblem/fault…IamwritingtoinformyouthatIfind…unsatisfactory.Iwishtoexpressmydissatisfaction/disappointmentabout…第3頁②句尾慣用語：Itwouldbehighlyappreciatedifyoucould…Itrustyouwilltakemycomplaintsseriouslyand…Ihopeyouwillgivedueattentiontothismatter.Iwouldliketogetthismattersettledbytheendofthismonth.Icouldnotbemoresatisfiedifyoucankindly…第4頁（湖北卷）假設你是卜曼宜，你購置了一部某外國企業生產手機，因有質量問題，要求該企業更換。請依據以下關鍵點，用英文寫一封電子郵件。關鍵點：1.問題：手機不響鈴，不能發短信；該產品已售完，無法更換；型號新，無配件，無法維修。2.要求：企業應盡快給予更換。3.注意：詞數為100左右；參考詞匯：配件sparepart;電子郵件開頭和結尾已為你寫好（不計入你所寫詞數）。第5頁DearSir，

IamwritingtoyouforthemobilephoneofDephone-S250Iboughton20thApr.atTeleMallinWuhan,P.R.China.Tendaysafterthat,itdidn'tringandsendshortmessages.ThenItookittotheseller,butwastoldthatthemodelhadbeensoldoutandIhadtowaitatleastthreemonthsforanewone.LaterIwenttotherepairman.HesaidsinceitwasanewmodelinChina,itwasimpossibletofixitwithouttherightspareparts.Iwassodesperateonhearingthat.HowcanIwaitthatlong?Therefore,Irequirethatyousendmeanewoneofthesamemodelwithinamonth.

Thankyouforyourconsideration.

Sincerelyyours,

BuManyi第6頁①行文邏輯：介紹緣由→指明問題→提出訴求。短文目標明確，言簡意賅。巧妙地利用了大量次序詞和邏輯詞，如：Tendaysafterthat→Then→but→Later→Therefore等。②詞匯短語：有效地使用了高級詞匯和習慣表示。如：高級詞匯desperate，consideration；習慣表示atleast；itwasimpossibletofixit；onhearingthat…等。③句式句法：使用了較豐富句型結構。如：定語從句Iboughton20thApr.…；狀語從句…sinceitwasanewmodelinChina…；虛擬語氣Irequirethatyousendmeanewone…等。另外還恰當地利用了主被動語態，如：…wastoldthatthemodelhadbeensoldout…等。第7頁假定你是李華，請依據下面提醒寫一份英文投訴信件：1．你收到電信企業上個月話費單后發覺有些計算錯誤，你以為被多收（overcharge）了兩個國際長途費用。2．但當你打電話問詢客服部門時，接電話女孩態度非常粗魯。首先她總是打斷你話，另首先她甚至說錯誤在你。3．你提議對這個女孩進行處罰，另外告訴她該怎樣對待客戶。你希望她能向你正式道歉。注意：1．此投訴信應寫給電信企業（ChinaTelecom）服務經理；2．信開頭與結尾已給出；3．詞數100左右。第8頁DearSir，Iamwritingtoletyouknowthedeplorableattitudeofoneofyourstaffmembers.Anearlyresponsewillbeappreciated.

Sincerelyyours,LiHua第9頁【參考范文】DearSir,

Iamwritingtoletyouknowthedeplorableattitudeofoneofyourstaffmembers.Ireceivedmytelephonebillforthepreviousmonthfromyouandthoughtthereweresomeerrorsincalculation;Ihadbeenoverchargedfortwooverseascalls.However,whenIcalledyourComplaintsDepartment,thegirlwhoansweredmyphonewasveryrude.Foronethingsheinterruptedmecontinually,foranothersheevensaidthatitwasmyownfault.Needlesstosay,suchawayofdealingwithcustomersisunacceptable.Iwouldliketosuggestthatthegirlinquestionshouldbedisciplined,andinstructedontheproperwaytodealwithclients.AndIhopeshecanmakeaformalapologytome.

Anearlyresponsewillbeappreciated.