2021届高考英语通用版一轮复习考点专讲：考点61书面表达投诉信学案
展开考点61 书面表达投诉信
高考频度：★★★☆☆
1. 写作方法
①首段：注意客观、礼貌
a. 自我介绍；
b. 引出投诉内容；
c. 表明目的要求。
② 主体：展开说明投诉原因、具体理由或后果，注意内容充实，符合交际习惯。
a. 详细说明情况，中肯地提出问题；
b. 提出改进建议，表明希望如何解决；
c. 拓展题目内容，尤其要强调问题不解决所带来的后果。
③ 尾段：提出解决方案，不用展开，注意中肯、礼貌原则。
a. 表达强烈愿望，希望上述问题得到迅速、恰当的解决；
b. 有时可就问题的解决限定时间；
c. 对有关人员的努力表示感谢；
d. 希望尽快得到满意答复。
2. 写作流程图
提出抱怨并表示遗憾 |
阐述问题发生的经过 |
指出问题引起的后果 |
提出批评及处理的意见或敦促对方采取措施 |
3.常用套语
第一部分：提出抱怨并表示遗憾
套语：
(1) 很抱歉打扰您，但我必须郑重提出投诉。
I am sorry to trouble you but I am afraid that I have to make a serious complaint.
(2) 我很遗憾地告诉你投诉有关……的事由。
I am sorry to tell you that there should be reasons to complain about …
(3) 我真的很讨厌抱怨，但现在有一件事情确实令人烦心。
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.
首先，食物太咸，水没有及时端上来。而且，你们播放的音乐太吵了。在这样的环境下，我很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衫，但是看上去似乎有一些状况。当被洗的时候，它会掉色。现在，我不能穿了。
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（缺陷）.
它是前天按时到的。但是当我检查时，我发现中间有个洞。我很震惊，因为这个洞和明显，我认为你们不应该忽略这个缺陷。
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，但它总是占线。
5. Now this problem keeps worrying me.
现在这个问题一直在困扰我。
6. To improve the situation, you can take the following measures.
为了改善状况，你们可以采取下面的措施。
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?
我怎么把这条围巾寄还给你？
第三部分：提出批评及处理的意见或敦促对方采取措施
套语：
(1) 我认为是你认识到……的时候了。
I think it’s high time that you realized …
(2) 我们深知你们并不经常出错，但我们希望能确保这类差错不再发生。
We know that you are not generally careless, but we should like your assurance that this will not happen again.
(3) 我必须正告贵方，除非对目前状况采取措施，否则我将被迫诉诸法律。
I must warn you that unless you do something about the situation, I will be forced to take legal action.
(4) 坦率地说，我不再准备忍受这种状况。
Frankly, I am not prepared to put up with the situation any more.
(5) 如果您能尽快调查此事，我将不胜感激。期待您尽快回复。
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）期待着你早日答复。
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.
假如你叫李华，最近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：
要点：
1.投诉内容；
2.要求重新邮寄或退款；
3.询问应由谁承担邮寄费用。
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
【思路点拨】
这是一封投诉信。作文的过渡词(but)已经给出，可直接写要投诉的内容，但是需要注意的是，投诉的内容是用表格给出的，写作时不要漏掉要点。表达个人要求时要另起一段，使文章显得条理清晰，层次分明。写作时的时态应视具体情况而定。
【范文】
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 广西南宁市第三中学2020届高三9月考试
假如你是李华，前不久你在网上买了一条丝绸围巾，打算送给妈妈作为生日礼物，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。
要点如下：1.介绍情况；2.反应问题；3.提出解决方法。
注意：1.词数100左右 2.可以适当增加细节，以使行文连贯。
Dear sir or Madam,
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Yours,
Li Hua
Writing 2（浙江省绍兴诸暨市2019届高三5月高考适应性试卷）
假如你是李华，你最近在某网站购得一部电子书阅读器( Kindle)，却发现商品存在一些质量问题。请你给商品负责人写一封电子邮件进行投诉，要点如下:
1. 购买时间；
2. 质量问题；
3. 你的要求。
注意:
1、词数80左右；
2、可适当增加细节，以使行文连贯。
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Writing 3 （江西师范大学附属中学2019届高三三模）
假定你是李华,一个月前你从网上订购了两双运动鞋,今天才到货,且包装破损,尺码不符.请就此事向网店客服写邮件投诉，要点如下：
1. 介绍购物情况；
2. 反映存在问题；
3. 提出解决方案。
注意：1.词数100左右；
2.可适当增加细节，以使行文连贯；
3.开头和结尾已给出，不计入总词数。
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Writing 4贵州省遵义航天高级中学2019届高三第七次模拟
假定你是李华，两月前你从海外代购网店订购了一套书虫系列读物，昨天才到货，且包装破损，数量不足。请你根据以下提示，给该店店主Bob写一封投诉信：
1. 介绍购物情况；
2. 反应存在问题；
3. 提出解决问题的方案。
注意：
1.词数100左右；
2.可以适当增加细节，以使行文连贯；
参考词汇：complaint n. 投诉Bookworm Series 书虫系列读物
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Yours,
Li Hua
Writing 1
【范文】
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
【范文】
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
【范文】
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
【范文】
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
