Lesson 6（课件）-《商务英语写作训练》同步教学（大连理工大学出版社）

Lesson 6　 Letters of Complaint Objectives Compose appropriate letters of complaint; State the problems and requests properly; Ask for an early reply; Avoid sentence fragments in writing. Objectives 　　A letter of complaint is used to make a complaint or claim about a product or service that has left us unsatisfied or does not match the price that was previously agreed. Writing a formal letter of complaint is an effective way to alert a company to a problem. 　　While writing a complaint letter, keep in mind that most errors are unintentional and realize that most businesses and organizations want to address and clear up complaints quickly in order to have satisfied customers or members. So it will be more effective if you begin your letter in a positive tone, maintain a firm but respectful attitude, and avoid aggressive, accusing language. Getting Started Read the following dialogue, identifying what the problem is with the woman and how she wants to solve the problem. 1 C: Hello, Internet Customer Service, how can I help you? D: Hi, I want to register a complaint regarding my Internet service. C: I’m sorry to hear that. What is the problem? D: My connection dropped out repeatedly, and when it is connected, the speed is very slow. C: Let me check to see if there is a reported issue with our network in your area. I need your client number, do you have it? D: Yes, my client number is 7654-321. C: Thank you. The system does not show any maintenance in your area. D: So the problem must be on my end. C: I can’t tell from here. I’ll get a technician to your house and take a look. Getting Started Read the following dialogue, identifying what the problem is with the woman and how she wants to solve the problem. 1 D: Okay, how soon can they come? C: I can get someone there between 8 a.m. and 12 p.m. tomorrow. Will someone be home at that time? D: Yes, I will be home. C: Okay, our technician will arrive sometime between 8 a.m. and 12 p.m. tomorrow. D: Thank you, I’ll see them t