专题13 投诉信（复习讲义）（天津专用）2027年高考英语一轮复习讲练测

该高中英语讲义聚焦高考应用文投诉信写作，整合命题规律、文体框架、核心考点及真题训练，构建“考情分析-知识建模-考点拆解-真题演练”系统复习链，通过格式规范梳理、问题陈述方法指导、诉求表达策略提炼及真题实战训练，帮助学生突破投诉信写作难点。 资料以语言能力培养为核心，融合思维品质训练，创新采用“模板化写作+分层突破”策略，如提供投诉信开头中间结尾万能句型模板，设计基础格式落实、进阶问题分析、高阶诉求表达三层练习，配合真题溯源感知高考逻辑，助力学生高效提升投诉信写作综合能力，为教师把控复习节奏提供清晰路径。

专题13 投诉信 内容导航 01 命题透视·考情前瞻 对标素养，研判高考命题趋势 02 思维建模·脉络梳理 搭建知识框架，构建系统思维 03 考点精讲·靶向突破 拆解核心考点，归纳解题范式 04 真题溯源·考向感知 溯源真题逻辑，感知高考考向 命题透视·考情前瞻 ——对标素养，研判高考命题趋势 语篇类型 年份 命题形式 主题语境内容 考查能力 电子信件 23-06 文字提纲 申请；申请教授手工技能，阐释文化意义，促进中英跨活动交流 生活交际与跨文化交流 23-03 文字提纲 告知；解释 “活雷锋” 含义和影响，鼓励对方学中文 生活交际与跨文化沟通 22-04 文字提纲 告知；改掉坏习惯，说明理由、计划和决心 生活交际与未来规划 21-06 文字提纲 告知；介绍假期计划及所选专业 生活交际与未来规划 跟帖 25-06 图文提示 概括性评论并阐述个人观点 概括性评论与推荐理由 征文投稿 25-03 图文提示 分析图表反映现象及成因、鼓励大家走进博物馆 数据描述与成因分析 21-03 文字提纲 说明；给网站栏目介绍喜欢的或去过的地方 介绍中国风景与跨文化交流 视频文稿 22-06 文字提纲 发言；录制介绍英语口语社团邀请视频，介绍活动，表达收获 语言实际运用与新媒体表达 发言稿 24-06 文字提纲 发言；低碳校园，从我做起 生活交际与跨文化沟通 留言 24-03 图文提示 回帖；回复质疑科技在中国人工智能、医疗、应用等方面的广泛运用的视频是否属实 网络跨文化交流与中国发展推广 考情分析 语篇类型：覆盖电子信件、跟帖、征文投稿、视频文稿、发言稿、留言等多种实用文体，且近年新增了跟帖、留言等更贴近新媒体环境的语篇形式。 命题形式：以 “文字提纲” 为主流（21-24 年多数题目），近年（25-26 年）逐步加入 “图文提示”，增加了对信息提取与整合能力的考查。 主题语境：聚焦 “生活交际 + 跨文化交流”（如申请跨文化活动、解释 “活雷锋” 含义），同时拓展到 “未来规划”“社会现象分析”（如博物馆数据、低碳校园）、“新媒体表达”（视频文稿、跟帖）等，贴合现实生活与时代趋势。 考查能力：核心围绕 “生活交际应用”，同时延伸到跨文化沟通、信息概括、现象分析、新媒体语言运用等综合能力。 复习目标 一、文体全覆盖，夯实各类实用语篇写作基础 吃透电子信件、跟帖、征文投稿、视频文稿、发言稿、留言六大高频应用文，熟练掌握每种文体固定格式、交际语气、行文逻辑；重点攻克近年新增跟帖、留言等新媒体类语篇，适配线上网络交际场景写作要求。 区分不同文体交际功能：申请告知、观点评论、图表分析、地方介绍、活动邀约、倡议发言、网络回帖等写作场景，做到文体格式不混淆、交际语气贴合场景。 二、适配两类命题形式，强化信息处理能力 熟练应对文字提纲类传统题型：精准拆解提纲要点，做到要点无遗漏、逻辑分层清晰，完整覆盖题干全部写作指令。 突破图文提示新考法：训练图表数据提取、图文信息整合、现象概括能力，能依托图表梳理现象、分析成因、拓展观点。 三、吃透三大主题语境，积累话题素材与表达 围绕高考核心语境搭建写作素材库，做到有话可写、表达地道： 生活交际 + 跨文化交流：掌握中外文化介绍、文化活动申请、文化概念解读、中外线上线下交际类话题素材，适配中英跨文化沟通写作； 个人成长与未来规划：假期安排、专业选择、习惯改正、个人成长决心类写作框架与句型； 社会热点与新媒体表达：低碳校园、博物馆社会现象、人工智能科技发展、短视频 / 口语社团新媒体宣传、网络评论观点输出等时代热点话题。 四、分层突破核心考查能力，实现综合语言运用提分 基础能力：落实应用文写作规范，保证格式正确、要点齐全、语句通顺无基础语法错误； 进阶能力：跨文化沟通、图表数据描述与成因分析、图文信息概括、个人观点有理有据阐述； 高阶能力：新媒体语境地道书面表达，线上留言、跟帖、视频发言稿适配网络交际的自然、得体语言输出，兼顾逻辑、文采与交际得体性。 五、整体备考目标 建立完整应用文写作体系，熟悉历年命题变化趋势，既能稳妥应对传统提纲类写作，又能驾驭图文、新媒体类创新题型；做到审题快、要点全、文体准、话题素材熟，全面达成生活交际、跨文化沟通、现象分析、新媒体表达的综合写作应试要求。 思维建模·脉络梳理 ——搭建知识框架，构建系统思维 考点精讲·靶向突破 ——拆解核心考点，归纳解题范式 知●识●解●构 投诉信开头部分——表达写信目的：投诉 I am writing to complain about a pair of shoes I bought /purchased/ ordered from your website. I am writing to make a complaint about ... I am writing to express my dissatisfaction/disappointment about... I am writing to draw your attention to the awful fact that + 句子 I am sorry to send this letter to you to express my disappointment.  投诉信中间部分——陈述要投诉的问题以及希望对方进行补救 陈述要投诉的问题 I am totally/completely disappointed to find hat+句子(如: you sent me a pair of shoes of wrong size.) There are some serious problems that deserve your close attention. For one thing, ...; for another, ... There are some problems with ... that I wish to bring to your attention. First, .../In addition, .../Worse still, ... 表达心情 I can hardly put up with/bear /tolerate it any longer. I am really annoyed about it. I am really disappointed by the quality of the... I am reluctant(不情愿的) to complain, but this really bothers me. I hate to have to say this, but... 提出要求或补救建议 I would like to get my money back. 或I have to ask for/demand claim a( full) refund.要求(全额)退款 To solve the problem , I demand/request that......(should+do) To improve the situation, it is advisable for you to take the following measure. To remedy（补救）the matter ,I suggest making the following changes. 投诉信结尾部分——表达希望对方能尽快解决上面提出的问题 I trust you will take my complaints seriously and solve the problem as soon as possible. I would be grateful if you could take my opinion into consideration. I would appreciate it if you are kind enough to solve the problem as soon as possible. I would be highly appreciated if you could..... I appreciate your willingness to make up for the loss. 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... ①我是________（填写个人身份，如学生、顾客等）。 ②很抱歉打扰您，但我不得不就……一事进行投诉。 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). ③我对此感到不满的原因是________（概括存在的问题）。 ④首先，______（第一条投诉问题）。 ⑤此外，______（第二条投诉问题）。 ⑥在这样的情况下，这件事让我感到________（感受），还造成了________（该问题带来的不良影响）。 ⑦I appreciate it very much if you could ______(提出建议和请求), preferably ______(进一步的要求), 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. ⑦如果您能够________（提出解决建议 / 诉求），最好可以________（更进一步的要求），我将十分感激。希望此事能在________（解决截止日期）前处理完毕。 ⑧感谢您费心处理此事，期待您的回复。 　　 Yours sincerely, 　 　Li Ming 注●意●事●项 一、书信格式规范 称呼 不清楚收信人：Dear Sir/Madam 写给商店、物业、学校管理处等通用这个称呼，不用自创。 三段式结构（最优排版） 第一段：自我介绍 + 表明写信目的 —— 提出投诉 第二段：具体阐述不满原因、两点问题、带来的不良影响 第三段：提出解决方案、个人诉求、希望办结时限，礼貌收尾 结尾敬语 正式投诉统一用：Yours sincerely, 落款只能写题目指定名字（Li Hua），严禁自行添加班级、学校、家庭住址、年龄等多余个人信息 高考可不写日期，写了不加分，漏写不扣分 二、人称与时态规则 人称：第一人称 I（投诉人）为主；描述对方问题用第二人称 you 时态划分 · 描述已经发生的问题、过往经历：一般过去时 · 描述现状、长期存在的毛病、带来的持续影响：一般现在时 · 提出诉求、希望对方后续采取行动：情态动词 could /would/should 三、内容核心要点 1. 开头委婉切入，语气克制 不要一上来情绪化指责，先礼貌致歉打扰，再说明投诉事由。 万能开篇：I feel sorry to trouble you, but I am writing to complain about… 2. 主体问题条理清晰（必写两点问题） 用连接词分层：In the first place / In addition / What’s more 每条问题写完，补充该问题造成的负面影响，有理有据，不是单纯发牢骚。 ❌ 错误：The service is bad.（太笼统） ✅ 正确：The staff were rude and ignored my questions, which wasted lots of my time. 3. 诉求必须具体可落地 不能只说 “希望你们改正”，要写明： 1）希望对方采取什么整改措施 2）可选：进一步细化要求 3）可选：要求事情处理完毕的截止时间 4. 全程理性客观 只陈述客观事实，不使用辱骂、过激情绪化语言。 四、语气与语言要求 整体委婉正式，杜绝强硬命令句式（You must… / You have to…） 替换建议：I would appreciate it if you could… / It would be better if you would… 禁用口语缩写（wanna、gonna）、网络用语，书面得体。 多用投诉信高频礼貌句型提升档次： I am writing to make a complaint about… 我写信是为投诉…… I am dissatisfied with… 我对…… 感到不满 I would like this matter to be solved as soon as possible. 我希望此事尽快得到解决 Thank you for your time and consideration. 感谢您抽出时间处理此事 五、高频扣分雷区 ❌ 情绪过激、用词尖锐谩骂，不符合文明书面表达要求 ❌ 问题笼统空洞，没有两条具体事实支撑，容易档次偏低 ❌ 只抱怨不提解决诉求，缺少第三段核心要点 ❌ 时态混乱，已发生的服务、事件乱用一般现在时 ❌ 私自添加班级、学校等多余自我介绍信息 ❌ 不分段、无过渡词，一大段杂乱堆砌 ❌ 句式全部简单句，通篇低级词汇，缺少复合句 考●向●破●译 （一） 假如你是李津。你于2018年2月20日在网上订购了一本英国原版书Harry Potter and the Deathly Hallows (£10.00)，一周后收到，发现书存在质量问题。请给客服部经理写封投诉邮件，说明情况和要求。要点如下： ☆商品名称、订购时间及价格； ☆何时发现何种质量问题（印刷错误，缺页等）； ☆要求退款或换货，建议改进产品质量。 注意：⑴请使用规范英语，词数不少于100词，开头和结尾已给出，不计入总词数； ⑵可适当增加细节，以使内容充实、行文连贯。 Manager Customer and Service Department Dear Sir/Madam, I’m writing to you to make a complaint about your product. ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ I’m looking forward to your reply. Yours sincerely, Li Jin （二） （25-26高三·全国·三轮复习）假定你是某酒店客服部经理李华，收到外国游客Peter的投诉邮件，他投诉入住期间房间卫生差、空调无法正常使用，给其带来不便。请你根据以下要求回复邮件： 1.礼貌称呼并自我介绍，表达诚挚歉意； 2.说明针对投诉问题的调查结果及原因； 3.提出具体的解决方案（补偿+整改）； 4.承诺改进服务，并欢迎其再次光临。 要求： 1.格式正确（邮件形式），语言正式、礼貌； 2.逻辑清晰，要点齐全； 3.词数80-100左右； 4.体现语用适配与服务意识。　 ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ （三） 假设你是李华，你在商店购买了一台笔记本电脑，收货后发现有质量问题。和售货员（salesman）交流时，其态度敷衍，服务令你十分不满，请写信向经理投诉。 要点：1. 陈述问题；2. 表达不满意；3. 希望的解决方案。 注意：1. 写作词数应为80左右； 2. 可以适当增加细节，以使行文连贯； 3. 请按如下格式在答题卡的相应位置作答。 Dear Sir or Madam, ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Li Hua 真题溯源·考向感知 ——溯源真题逻辑，感知高考考向 （一） 假设你是澳大利亚的Alan，五一假期你参加了一家旅行社组织的河南三日游的活动。下面是这家旅行社的广告，请根据下面广告中箭头所指内容对其不实之处向消费者协会写一封投诉信。 注意：1.词数：100左右。 2.可根据内容要点适当增加细节，使文章意思连贯。 3.参考词汇：晨星旅行社Morning Star Travel Agency Dear Sir or Madam, ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Alan （二） Directions: Write an English composition in no less than 150 words according to the instructions given below in Chinese. 作为一个学校的服务部门，你们学校的食堂周一至周五要为1000多名师生提供午餐服务。最近，食堂经理收到了一些老师和学生关于服务不到位的投诉。为了更好地服务广大师生，食堂经理现向全体师生征集建议。假如你是高三学生李明，你对此很感兴趣，并决定给食堂经理写一封信，指出食堂现存的某些问题，并提出改进的建议。你的文章内容应包括： 1. 简要描述食堂服务中存在的2-3个问题。(如：饭菜的质量、营养搭配、工作效率、环境卫生和环境布置等); 2. 针对你描述的这几个问题，提出你的建议，并给出理由。 ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ （三） 请认真阅读下面短文，并按照要求用英语写一篇150词左右的文章。 假设你是李华，前儿天你参加了 Cloud Travel Agency组织的长白山三日游。下面是该旅行社的广告，请根据下面广告中箭头所指内容对其不实之处向消费者协会写一封投诉信。 注意： 1.词数150左右; 2.可以适当增加细节，以使行文连贯； 3.信的开头和结尾已为你写好。 Dear Sir or Madam, I’m writing to express my complaint about the service of Cloud Travel Agency. ________________________________________________________________________________________________________________________________________________________________________________________ Regards, Li Hua （四） 假如你是高三学生李华，三月初你在网上买了一件夹克（jacket），打算送给妈妈作为“三八妇女节”的礼物。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： 要点： 1.介绍购物情况；  2. 反映存在问题； 3.提出解决方案。 注意: 1.书信内容包括以上要点； 2.词数100左右(书信格式已给出，不计入总词数)； 3.可适当增加细节，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 1 / 19 学科网（北京）股份有限公司 $ 专题13 投诉信 内容导航 01 命题透视·考情前瞻 对标素养，研判高考命题趋势 02 思维建模·脉络梳理 搭建知识框架，构建系统思维 03 考点精讲·靶向突破 拆解核心考点，归纳解题范式 04 真题溯源·考向感知 溯源真题逻辑，感知高考考向 命题透视·考情前瞻 ——对标素养，研判高考命题趋势 语篇类型 年份 命题形式 主题语境内容 考查能力 电子信件 23-06 文字提纲 申请；申请教授手工技能，阐释文化意义，促进中英跨活动交流 生活交际与跨文化交流 23-03 文字提纲 告知；解释 “活雷锋” 含义和影响，鼓励对方学中文 生活交际与跨文化沟通 22-04 文字提纲 告知；改掉坏习惯，说明理由、计划和决心 生活交际与未来规划 21-06 文字提纲 告知；介绍假期计划及所选专业 生活交际与未来规划 跟帖 25-06 图文提示 概括性评论并阐述个人观点 概括性评论与推荐理由 征文投稿 25-03 图文提示 分析图表反映现象及成因、鼓励大家走进博物馆 数据描述与成因分析 21-03 文字提纲 说明；给网站栏目介绍喜欢的或去过的地方 介绍中国风景与跨文化交流 视频文稿 22-06 文字提纲 发言；录制介绍英语口语社团邀请视频，介绍活动，表达收获 语言实际运用与新媒体表达 发言稿 24-06 文字提纲 发言；低碳校园，从我做起 生活交际与跨文化沟通 留言 24-03 图文提示 回帖；回复质疑科技在中国人工智能、医疗、应用等方面的广泛运用的视频是否属实 网络跨文化交流与中国发展推广 考情分析 语篇类型：覆盖电子信件、跟帖、征文投稿、视频文稿、发言稿、留言等多种实用文体，且近年新增了跟帖、留言等更贴近新媒体环境的语篇形式。 命题形式：以 “文字提纲” 为主流（21-24 年多数题目），近年（25-26 年）逐步加入 “图文提示”，增加了对信息提取与整合能力的考查。 主题语境：聚焦 “生活交际 + 跨文化交流”（如申请跨文化活动、解释 “活雷锋” 含义），同时拓展到 “未来规划”“社会现象分析”（如博物馆数据、低碳校园）、“新媒体表达”（视频文稿、跟帖）等，贴合现实生活与时代趋势。 考查能力：核心围绕 “生活交际应用”，同时延伸到跨文化沟通、信息概括、现象分析、新媒体语言运用等综合能力。 复习目标 一、文体全覆盖，夯实各类实用语篇写作基础 吃透电子信件、跟帖、征文投稿、视频文稿、发言稿、留言六大高频应用文，熟练掌握每种文体固定格式、交际语气、行文逻辑；重点攻克近年新增跟帖、留言等新媒体类语篇，适配线上网络交际场景写作要求。 区分不同文体交际功能：申请告知、观点评论、图表分析、地方介绍、活动邀约、倡议发言、网络回帖等写作场景，做到文体格式不混淆、交际语气贴合场景。 二、适配两类命题形式，强化信息处理能力 熟练应对文字提纲类传统题型：精准拆解提纲要点，做到要点无遗漏、逻辑分层清晰，完整覆盖题干全部写作指令。 突破图文提示新考法：训练图表数据提取、图文信息整合、现象概括能力，能依托图表梳理现象、分析成因、拓展观点。 三、吃透三大主题语境，积累话题素材与表达 围绕高考核心语境搭建写作素材库，做到有话可写、表达地道： 生活交际 + 跨文化交流：掌握中外文化介绍、文化活动申请、文化概念解读、中外线上线下交际类话题素材，适配中英跨文化沟通写作； 个人成长与未来规划：假期安排、专业选择、习惯改正、个人成长决心类写作框架与句型； 社会热点与新媒体表达：低碳校园、博物馆社会现象、人工智能科技发展、短视频 / 口语社团新媒体宣传、网络评论观点输出等时代热点话题。 四、分层突破核心考查能力，实现综合语言运用提分 基础能力：落实应用文写作规范，保证格式正确、要点齐全、语句通顺无基础语法错误； 进阶能力：跨文化沟通、图表数据描述与成因分析、图文信息概括、个人观点有理有据阐述； 高阶能力：新媒体语境地道书面表达，线上留言、跟帖、视频发言稿适配网络交际的自然、得体语言输出，兼顾逻辑、文采与交际得体性。 五、整体备考目标 建立完整应用文写作体系，熟悉历年命题变化趋势，既能稳妥应对传统提纲类写作，又能驾驭图文、新媒体类创新题型；做到审题快、要点全、文体准、话题素材熟，全面达成生活交际、跨文化沟通、现象分析、新媒体表达的综合写作应试要求。 思维建模·脉络梳理 ——搭建知识框架，构建系统思维 考点精讲·靶向突破 ——拆解核心考点，归纳解题范式 知●识●解●构 投诉信开头部分——表达写信目的：投诉 I am writing to complain about a pair of shoes I bought /purchased/ ordered from your website. I am writing to make a complaint about ... I am writing to express my dissatisfaction/disappointment about... I am writing to draw your attention to the awful fact that + 句子 I am sorry to send this letter to you to express my disappointment.  投诉信中间部分——陈述要投诉的问题以及希望对方进行补救 陈述要投诉的问题 I am totally/completely disappointed to find hat+句子(如: you sent me a pair of shoes of wrong size.) There are some serious problems that deserve your close attention. For one thing, ...; for another, ... There are some problems with ... that I wish to bring to your attention. First, .../In addition, .../Worse still, ... 表达心情 I can hardly put up with/bear /tolerate it any longer. I am really annoyed about it. I am really disappointed by the quality of the... I am reluctant(不情愿的) to complain, but this really bothers me. I hate to have to say this, but... 提出要求或补救建议 I would like to get my money back. 或I have to ask for/demand claim a( full) refund.要求(全额)退款 To solve the problem , I demand/request that......(should+do) To improve the situation, it is advisable for you to take the following measure. To remedy（补救）the matter ,I suggest making the following changes. 投诉信结尾部分——表达希望对方能尽快解决上面提出的问题 I trust you will take my complaints seriously and solve the problem as soon as possible. I would be grateful if you could take my opinion into consideration. I would appreciate it if you are kind enough to solve the problem as soon as possible. I would be highly appreciated if you could..... I appreciate your willingness to make up for the loss. 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... ①我是________（填写个人身份，如学生、顾客等）。 ②很抱歉打扰您，但我不得不就……一事进行投诉。 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). ③我对此感到不满的原因是________（概括存在的问题）。 ④首先，______（第一条投诉问题）。 ⑤此外，______（第二条投诉问题）。 ⑥在这样的情况下，这件事让我感到________（感受），还造成了________（该问题带来的不良影响）。 ⑦I appreciate it very much if you could ______(提出建议和请求), preferably ______(进一步的要求), 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. ⑦如果您能够________（提出解决建议 / 诉求），最好可以________（更进一步的要求），我将十分感激。希望此事能在________（解决截止日期）前处理完毕。 ⑧感谢您费心处理此事，期待您的回复。 　　 Yours sincerely, 　 　Li Ming 注●意●事●项 一、书信格式规范 称呼 不清楚收信人：Dear Sir/Madam 写给商店、物业、学校管理处等通用这个称呼，不用自创。 三段式结构（最优排版） 第一段：自我介绍 + 表明写信目的 —— 提出投诉 第二段：具体阐述不满原因、两点问题、带来的不良影响 第三段：提出解决方案、个人诉求、希望办结时限，礼貌收尾 结尾敬语 正式投诉统一用：Yours sincerely, 落款只能写题目指定名字（Li Hua），严禁自行添加班级、学校、家庭住址、年龄等多余个人信息 高考可不写日期，写了不加分，漏写不扣分 二、人称与时态规则 人称：第一人称 I（投诉人）为主；描述对方问题用第二人称 you 时态划分 · 描述已经发生的问题、过往经历：一般过去时 · 描述现状、长期存在的毛病、带来的持续影响：一般现在时 · 提出诉求、希望对方后续采取行动：情态动词 could /would/should 三、内容核心要点 1. 开头委婉切入，语气克制 不要一上来情绪化指责，先礼貌致歉打扰，再说明投诉事由。 万能开篇：I feel sorry to trouble you, but I am writing to complain about… 2. 主体问题条理清晰（必写两点问题） 用连接词分层：In the first place / In addition / What’s more 每条问题写完，补充该问题造成的负面影响，有理有据，不是单纯发牢骚。 ❌ 错误：The service is bad.（太笼统） ✅ 正确：The staff were rude and ignored my questions, which wasted lots of my time. 3. 诉求必须具体可落地 不能只说 “希望你们改正”，要写明： 1）希望对方采取什么整改措施 2）可选：进一步细化要求 3）可选：要求事情处理完毕的截止时间 4. 全程理性客观 只陈述客观事实，不使用辱骂、过激情绪化语言。 四、语气与语言要求 整体委婉正式，杜绝强硬命令句式（You must… / You have to…） 替换建议：I would appreciate it if you could… / It would be better if you would… 禁用口语缩写（wanna、gonna）、网络用语，书面得体。 多用投诉信高频礼貌句型提升档次： I am writing to make a complaint about… 我写信是为投诉…… I am dissatisfied with… 我对…… 感到不满 I would like this matter to be solved as soon as possible. 我希望此事尽快得到解决 Thank you for your time and consideration. 感谢您抽出时间处理此事 五、高频扣分雷区 ❌ 情绪过激、用词尖锐谩骂，不符合文明书面表达要求 ❌ 问题笼统空洞，没有两条具体事实支撑，容易档次偏低 ❌ 只抱怨不提解决诉求，缺少第三段核心要点 ❌ 时态混乱，已发生的服务、事件乱用一般现在时 ❌ 私自添加班级、学校等多余自我介绍信息 ❌ 不分段、无过渡词，一大段杂乱堆砌 ❌ 句式全部简单句，通篇低级词汇，缺少复合句 考●向●破●译 （一） 假如你是李津。你于2018年2月20日在网上订购了一本英国原版书Harry Potter and the Deathly Hallows (£10.00)，一周后收到，发现书存在质量问题。请给客服部经理写封投诉邮件，说明情况和要求。要点如下： ☆商品名称、订购时间及价格； ☆何时发现何种质量问题（印刷错误，缺页等）； ☆要求退款或换货，建议改进产品质量。 注意：⑴请使用规范英语，词数不少于100词，开头和结尾已给出，不计入总词数； ⑵可适当增加细节，以使内容充实、行文连贯。 Manager Customer and Service Department Dear Sir/Madam, I’m writing to you to make a complaint about your product. ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ I’m looking forward to your reply. Yours sincerely, Li Jin 【答案】Dear Sir/Madam, I’m writing to make a complaint about your product. I placed an order by the Internet for a copy of Harry Potter and the Deathly Hallows on February 20th, 2018, which is priced at 10 Pounds. A week later I received a package from your company and as I unpacked it, to my surprise, I found the back cover of the book missing. Although it won’t affect my reading of the story, I do wish to have a perfect copy. I request that you send me another copy as soon as possible. And of course I will return the copy in my hands back to you. This incident shows there is room for improvement concerning your quality control. I do hope you could look into the matter and find out what caused it. I’m looking forward to your reply. Yours sincerely, Li Jin 【详解】本文是投诉信，向客服部经理反映图书质量问题并提出自己的要求。考生可参照以下投诉信常用结构： （1）开头：自我介绍，交代投诉内容，表明本信的目的和要求。 （2）正文：说明情况，讲清利害，分析利弊。告诉对方你因此受到的伤害或不便，提出解决问题的建议，表明希望如何处理。 （3）结尾：表达希望问题得到迅速恰当解决的强烈愿望，希望尽快得到满意的答复。 亮点说明： 本文亮点：动词不定式to make a complaint点明写信目的，定语从句which is priced at 10 Pounds.宾语从句that you send me another copy as soon as possible. there is room for improvement concerning your quality control.和you could look into the matter and find out what caused it. （二） （25-26高三·全国·三轮复习）假定你是某酒店客服部经理李华，收到外国游客Peter的投诉邮件，他投诉入住期间房间卫生差、空调无法正常使用，给其带来不便。请你根据以下要求回复邮件： 1.礼貌称呼并自我介绍，表达诚挚歉意； 2.说明针对投诉问题的调查结果及原因； 3.提出具体的解决方案（补偿+整改）； 4.承诺改进服务，并欢迎其再次光临。 要求： 1.格式正确（邮件形式），语言正式、礼貌； 2.逻辑清晰，要点齐全； 3.词数80-100左右； 4.体现语用适配与服务意识。　 ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【答案】Dear Peter, I am Li Hua, the manager of the Customer Service Department of our hotel. I am writing to reply to your complaint about the poor room hygiene and the broken air conditioner during your stay. Please accept our sincere apology for the great inconvenience caused to you. After a thorough investigation, we found that the problem was caused by our cleaning staff’s carelessness and the lack of regular inspection of equipment. To make up for it, we will refund 50% of your room fee as compensation and rectify the cleaning and inspection system immediately. We will strengthen staff training and equipment inspection to improve our service quality. We sincerely welcome you to stay in our hotel again. 　　　　　　　　　　　　　　　　　　　　　　　　　　　　Yours sincerely, 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Li Hua 【导语】本篇书面表达要求考生以酒店客服部经理李华的身份，针对外国游客Peter投诉的入住期间房间卫生差与空调故障问题，向对方表达诚挚歉意，说明内部调查结果与原因，提出具体的补偿及整改方案，并承诺改进服务、欢迎再次光临。 【详解】1.词汇积累： 投诉；抱怨：complaint→grievance 道歉；歉意：apology→expression of regret 不便；麻烦：inconvenience→trouble 补偿；赔偿：compensation→reimbursement 2.句式拓展： 同义句转换 原句：After a thorough investigation, we found that the problem was caused by our cleaning staff's carelessness and the lack of regular inspection of equipment. 拓展句：A thorough investigation having been conducted, it was found that the problem arose from the negligence of our cleaning staff and the absence of routine equipment inspections. 【点睛】【高分句型1】Please accept our sincere apology for the great inconvenience caused to you.(运用了过去分词短语caused to you作后置定语修饰inconvenience) 【高分句型2】To make up for it, we will refund 50% of your room fee as compensation and rectify the cleaning and inspection system immediately.(运用了不定式短语To make up for it作目的状语) （三） 假设你是李华，你在商店购买了一台笔记本电脑，收货后发现有质量问题。和售货员（salesman）交流时，其态度敷衍，服务令你十分不满，请写信向经理投诉。 要点：1. 陈述问题；2. 表达不满意；3. 希望的解决方案。 注意：1. 写作词数应为80左右； 2. 可以适当增加细节，以使行文连贯； 3. 请按如下格式在答题卡的相应位置作答。 Dear Sir or Madam, ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Li Hua 【答案】One possible version: Dear Sir or Madam, I am writing to express my dissatisfaction with the laptop that I bought in your store. I believe it is essential to bring this matter to your attention in order to seek a resolution. Upon receiving the laptop, I noticed that it often shut down automatically without a reason, which has caused me significant inconvenience and greatly impacted my ability to use it effectively. Then, I contacted one of your salesmen, but to my disappointment, the service he provided was far from satisfaction. He was not only rude but also arrogant, keeping giving me the runaround. Needless to say, such a way of dealing with customers is unacceptable. I kindly request a replacement for the defective laptop and your salesman’s formal apology to me. I look forward to a satisfactory resolution and a positive response from you within the next two weeks. Thanks for your prompt attention to this matter! Li Hua 【导语】本篇书面表达属于应用文。题目要求学生以李华的身份，给商店的经理写一封信，投诉收到质量有问题的笔记本电脑，以及该店一名售货员的服务令人不满，需涵盖陈述问题、表达不满和提出解决方案三方面的内容。 【详解】1. 词汇积累 表达：express→convey 购买：buy→purchase 寻求：seek→search for 影响：impact→affect 应对：deal with→cope with 2. 句式拓展 简单句变复合句 原句：I kindly request a replacement for the defective laptop and your salesman’s formal apology to me. 拓展句：I kindly request that the defective laptop be replaced and your salesman make a formal apology to me. 【点睛】[高分句型1] Upon receiving the laptop, I noticed that it often shut down automatically without a reason, which has caused me significant inconvenience and greatly impacted my ability to use it effectively. (运用了that引导宾语从句、which引导非限制性定语从句) [高分句型2] Then, I contacted one of your salesmen, but to my disappointment, the service he provided was far from satisfaction. (运用了that或which引导限制性定语从句并被省略) 真题溯源·考向感知 ——溯源真题逻辑，感知高考考向 （一） 假设你是澳大利亚的Alan，五一假期你参加了一家旅行社组织的河南三日游的活动。下面是这家旅行社的广告，请根据下面广告中箭头所指内容对其不实之处向消费者协会写一封投诉信。 注意：1.词数：100左右。 2.可根据内容要点适当增加细节，使文章意思连贯。 3.参考词汇：晨星旅行社Morning Star Travel Agency Dear Sir or Madam, ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Alan 【答案】Dear Sir or Madam, I’m writing to express my dissatisfaction about the service of Morning Star Travel Agency, with which I participated in a three-day trip to Henan during the May Day holiday. The reason why I want to express my complaint about it is that there is a big difference between their ads and actions. First and foremost, as they say, the traffic they provide is a large air-conditioned bus, but what we actually rode was a shabby bus without any air-conditioning. Furthermore, they served us lunch tasting terrible and even with sand. What was more annoying was that we couldn’t enjoy any kind of shower in cold water. Most importantly, the guides led us to several expensive souvenir shops, which wasted us so much time that two scenery spots were left unseen in the end. I sincerely hope that something can be done to prevent such things happening again. I would appreciate it if you can take effective measures as soon as possible. Yours sincerely, Alan 【导语】这是一篇投诉信。要求考生向消费者协会写一封投诉信，对你参加的一家旅行社组织的河南三日游的活动的旅行社广告中的不实之处进行投诉。 【详解】1.词汇积累 想要：want to→ would like to 说：say → state 大的：large→ sizable 欣赏：enjoy→ appreciate 2.句式拓展 同义句改写 原句：I sincerely hope that something can be done to prevent such things happening again. 拓展句：It is my sincere hope that something can be done to prevent such things happening again. 【点睛】【高分句型1】I’m writing to express my dissatisfaction about the service of Morning Star Travel Agency, with which I participated in a three-day trip to Henan during the May Day holiday.（介词+关系代词结构非限制性定语从句） 【高分句型2】What was more annoying was that we couldn’t enjoy any kind of shower in cold water.（主语从句） （二） Directions: Write an English composition in no less than 150 words according to the instructions given below in Chinese. 作为一个学校的服务部门，你们学校的食堂周一至周五要为1000多名师生提供午餐服务。最近，食堂经理收到了一些老师和学生关于服务不到位的投诉。为了更好地服务广大师生，食堂经理现向全体师生征集建议。假如你是高三学生李明，你对此很感兴趣，并决定给食堂经理写一封信，指出食堂现存的某些问题，并提出改进的建议。你的文章内容应包括： 1. 简要描述食堂服务中存在的2-3个问题。(如：饭菜的质量、营养搭配、工作效率、环境卫生和环境布置等); 2. 针对你描述的这几个问题，提出你的建议，并给出理由。 ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【答案】Dear Cafeteria Manager, I am Li Ming, a senior student, and I am writing to address some concerns regarding the cafeteria services and propose a few suggestions. Lately, there have been a number of complaints about the quality of food, efficiency, and cleanliness. Firstly, the quality of meals often does not meet expectations; sometimes, the dishes are not fresh or flavorful. Also, the nutritional balance is frequently inadequate, with an excess of fried or processed foods. Secondly, the service is often inefficient, leading to long waiting times during peak hours, which is inconvenient for both students and teachers. Additionally, the cleanliness of the dining area seems to be neglected, with tables not cleaned promptly.   To resolve these issues, I suggest implementing a more diverse menu with healthier options, including fresh fruits and vegetables, to cater to different dietary needs. Enhancing staff training and optimizing serving procedures could reduce waiting times. Lastly, increasing the frequency of cleaning in the dining area would improve hygiene standards. By addressing these areas, I believe the cafeteria can provide a more satisfying experience for everyone. Thank you for considering my suggestions.   Yours sincerely, Li Ming 【导语】本篇书面表达属于应用文。请考生给食堂经理写一封信，指出食堂现存的某些问题，并提出改进的建议。 【详解】1.词汇积累 关于：regarding→concerning 导致：lead to→result in 忽视：start→begin 提供：provide→offer 2.句式拓展 简单句变复合句 原句：Also, the nutritional balance is frequently inadequate, with an excess of fried or processed foods. 拓展句：Also, the nutritional balance is frequently inadequate, which has an excess of fried or processed foods. 【点睛】[高分句型1] Secondly, the service is often inefficient, leading to long waiting times during peak hours, which is inconvenient for both students and teachers. (运用了which引导的非限制性定语从句) [高分句型2] By addressing these areas, I believe the cafeteria can provide a more satisfying experience for everyone. (运用了省略that引导宾语从句) （三） 请认真阅读下面短文，并按照要求用英语写一篇150词左右的文章。 假设你是李华，前儿天你参加了 Cloud Travel Agency组织的长白山三日游。下面是该旅行社的广告，请根据下面广告中箭头所指内容对其不实之处向消费者协会写一封投诉信。 注意： 1.词数150左右; 2.可以适当增加细节，以使行文连贯； 3.信的开头和结尾已为你写好。 Dear Sir or Madam, I’m writing to express my complaint about the service of Cloud Travel Agency. ________________________________________________________________________________________________________________________________________________________________________________________ Regards, Li Hua 【答案】Dear Sir or Madam, I’m writing to express my complaint about the service of Cloud Travel Agency. A few days ago, I joined a three-day trip to Changbai Mountain with this travel agency. I found a few differences between their ads and action. They said they would provide a large air-conditioned bus, but in fact we only rode in a shabby bus without any air-conditioner. Yes, they served us lunch, but the food tasted terrible, some even with sand. We didn’t enjoy any kind of shower; we only bathed in cold water. As for sightseeing, the guides led us to several expensive souvenir shops, which wasted us much time. As a result, two scenery spots were left unseen in the end. We do hope something can be done to prevent such things happening again. Regards, Li Hua 【分析】本篇书面表达属于提纲类作文，要求考生针对Cloud Travel Agency组织的长白山三日游的广告宣传与实际情况的不实之处向消费者协会写一封投诉信。 【详解】第一步：审题 体裁：应用文 时态：根据提示，时态应为一般过去时，个别表达需要用到一般现在时和过去将来时。 结构：三段式：第一段写出投诉信原因，引出主题；第二段写出具体投诉内容；第三段表示希望采取措施避免类似事件再次发生。 要求：1. 阐明投诉信原因 2. 介绍具体投诉内容 3. 表示希望采取措施避免类似事件再次发生第二步:列提纲 （重点单词及词组） difference (差别); between…and… (在……和……之间); provide (提供); in fact (事实上); shabby (破旧的); air-conditioner (空调); serve sb. sth. (用某物招待某人); as for (就……方面来说); sightseeing (观光); lead sb. to sp. (带某人去某地); in the end (最后); prevent sth. (from) doing (防止某事发生) 第三步：连词成句 1. A few days ago, I joined a three-day trip to Changbai Mountain with this travel agency. 2. I found a few differences between their ads and action. 3. They said they would provide a large air-conditioned bus 4. In fact we only rode in a shabby bus without any air-conditioner. 5. We didn’t enjoy any kind of shower; we only bathed in cold water. 6. The guides led us to several expensive souvenir shops. 7. Two scenery spots were left unseen in the end. 8. We do hope something can be done to prevent such things happening again. 根据提示及关键词（组）进行遣词造句，注意主谓一致和时态问题。 第四步：连句成篇（衔接词） 1. 表文章结构顺序：first of all; to begin with; firstly/first; secondly/second… ; and then; finally; in the end; at last 2. 表并列补充关系：What’s more; besides; moreover; furthermore; in addition; additionally; not only… but also…; as well as; both…and… 3. 表转折对比关系：but(本篇文章使用过); however; on the contrary; instead; although; in spite of; on the one hand…, on the other hand…;  some…, while others… 4. 表因果关系：because; because of; for; so; since; thus; therefore; as a result(本篇文章使用过); why 5. 表总结：in short; in a word; in conclusion; in summary; all in all; generally speaking 连句成文，注意使用恰当的连词进行句子之间的衔接与过渡，书写一定要规范清晰。 第五步：润色修改 根据写作内容需要，加入高级句式，如名词性从句，定语从句，状语从句等。 As for sightseeing, the guides led us to several expensive souvenir shops本句用来介绍投诉内容的其中一项。可以使用定语从句，进一步介绍旅行社这样的行为给游客带来了哪些损失。润色修改为：As for sightseeing, the guides led us to several expensive souvenir shops, which wasted us much time. 【点睛】范文内容完整，要点全面，语言规范，语篇连贯，词数适当，上下文意思连贯，符合逻辑关系。作者在范文中合理使用了复合句，如：As for sightseeing, the guides led us to several expensive souvenir shops, which wasted us much time.”，这句话为which引导的定语从句；其次，使用了一些固定句型和短语，如：lead sb. to sp.; serve sb. sth.; prevent sth. (from) doing等，使语言更加丰富；同时使用了一些高级词汇，如difference; sightseeing; shabby等，让语言更加地道。全文中没有中国式英语的句式，显示了很高的驾驭英语的能力。另外，文章思路清晰、层次分明，上下句转换自然，为文章增色添彩。 （四） 假如你是高三学生李华，三月初你在网上买了一件夹克（jacket），打算送给妈妈作为“三八妇女节”的礼物。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： 要点： 1.介绍购物情况；  2. 反映存在问题； 3.提出解决方案。 注意: 1.书信内容包括以上要点； 2.词数100左右(书信格式已给出，不计入总词数)； 3.可适当增加细节，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 【答案】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 【分析】本文为提纲式作文，文章要求写投诉信。 【详解】文章为投诉信，时态可用一般过去时和一般现在时，人称主要用第二人称和第三人称。文章主要分为三段，第一段开门见山，交代写作目的。第二段详细介绍所购商品存在的问题。第三段可提出解决方案，提出期望。 【点睛】文章条理清晰，层次分明，语言流畅，要点齐全，语法结构丰富多样。 文章使用了较多的从句： 如：宾语从句：…. but I regret to say that there’s something wrong with it. I’m pretty sure I asked you to send me a purple one. I wonder who will pay the postage. 表语从句：My concern is whether you will return me the money or have the jacket replaced. 时间状语从句：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 toolarge for me. 倒装：Were I in it, I would be a clown. 高级结构：And it is of such bad quality 一the zipper doesn't work at all. 此句中使用be of +名词结构。 1 / 19 学科网（北京）股份有限公司 $