第五讲 商务信函(下)
投诉信结构：
投诉事由
详述事件/投诉理由
提出要求
常用句型：
Letters of complaint
I am writing to complain about …
I am not satisfied with …
I must therefore insist that …
例题
l You recently attended a one-day training course on health and safety. You were disappointed with the course and you have decided to write a letter of complaint to the training company.
l Read the advertisement below, which gives details of the course. You have already made some notes on the advertisement.
l Then, using all your handwritten notes, write your letter to Moira Geddings at GBG Certification Services.
l Do not include postal addresses.
l Write 120-140 words on a separate sheet.
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GBG Certification Services Good for business, good for you.
Regardless of whether you are in a manufacturing or service industry, you are required by law to operate your business in a manner which is safe and healthy for your workforce. Our courses will help you provide a safe and legally sound working environment for your staff.
Our one-day courses include:
Experienced and highly-qualified trainers
High-quality information packs
Small groups (maximum 8 people)
Price includes lunch and refreshments
All one-day courses run Monday-Friday from 9.30-17.00.
For more information contact:
Mora Geddings GBG House Summerfield Road Oxford OX8 4DN |
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trainer was sick - replacement poor |
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pile of loose photocopies! |
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not true! |
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explain what was wrong with lunch |
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started late |
[范文]
Dear Mrs Geddings,
I write regarding a training course on health and safety which I attended 27 November.
When I booked this course, I chose your company as it came highly recommended and the courses seemed to be of a high standard. I was promised an experienced trainer but unfortunately he was sick and the replacement was not as good as expected. Regarding the information packs these were only a pile of loose photocopies, which was not promised. The class was supposed to be about 8 people but in mine there were about 15. Finally, I should make it clear that the class started 1 hour late, and the lunch that was served, was cold.
I am sure you can understand my disappointment. I would therefore be glad if you could investigate this matter.
I look forward to hearing from you.
Yours sincerely,
Lisa Kostevska
Cabin Attendant
索赔：
compensate, indemnify, refund, apologise
投诉信范文：
Dear Sir or Madam
I am writing to complain about your Tour 5210 to Mexico on 15 June.
The quality of the food in the hotels was terrible and everybody in our group was sick most of the time. I would like to remind you of the fact that your advertisement said “superior hotels and fantastic food all the way”.
We must insist, therefore, that you refund at least 10% of our money as compensation.
If we do not receive adequate compensation within 7 days, we will be forced to write to the local newspaper.
Yours faithfully
比较强烈投诉抗议信:
Dear Sir or Madam
I am writing about the heating unit you installed for us on 15 March last year.
Unfortunately, the heating system exploded on 12 January this year, and blew a large hole in the roof, thus resulting in a large damage to both our workshop and stocks.
I should like to remind you that we wrote to you on 9th December last year because it was making a strange noise, but you did not give us a reply.
We must insist, therefore, that you replace the heating system immediately and pay for our damage worth US $ 400,000.
Your faithfully
道歉信结构：
表示歉意
解释原因
处理意见
再次道歉
Letters of apology
I am writing to apologise for/about
This was due to …
Unfortunately, we have been unable to …
I am sorry for any inconvenience this has caused.
I can assure you that we will…
例题
l You are the secretary in a company which makes plastic tableware. Your boss has left the letter below for you to answer.
l Write a letter of 120 - 140 words to Ms, Jerome, explaining the reason for the damaged goods. Use the information in her letter and the notes from your boss.
l Do not include addresses.
l Write on your Answer Sheet.
Chris: please write back to Ms Jereme with
regrets, etc. We mustn’t lose this customer
Thanks - Hugh.
QUALITY
CAFETERIAS INC.
NEW ROAD
MELBOURNE
6 October 1997
The Manager
Plastic – A – Plenty Co.
Gough Industrial Estate
Melbourne
Dear Sir or Madam
5 years to be exact.
PLASTIC TABLEWARE-Product nos. 0821 (forks) and 7234 (bowls)
We have used your company as a supplier to our restaurants for several years, and until recently the quality of your products has always been good.
However, on 2 September this year, we took delivery of some plastic tableware which was of extremely poor quality. Many of the bowls were chipped and several of the forks were broken. We cannot use them in our cafeterias.
We will replace them free of charge.
I do hope that such a delivery will not be repeated, and that your supplies to us in the future will again be of high quality. If, however, we receive any further faulty plastic tableware from you, we will be obliged to find another supplier to provide us with goods which meet our own high standards I am sure you will be able to provide us with a satisfactory explanation.
So do I! It was the faulty packing machine
( now repaired. )
Tell her it won’t happen again – she’s an excellent Customer, so please offer our apologies.
Yours faithfully,
Ann Jereme
Restaurants Director
范文：
Dear Ms Jeremy,
Thank you for your letter of 6 October. After supplying your restaurants for 5 years, I was extremely sorry to hear that the batch of bowls and forks which you received on 2 September was not of usual quality.
After careful investigation, we found that the cause of the problem was a faulty packing machine. It has now been repaired. I can promise you that this type of problem will not happen again.
According to the sales contract between us, we will, of course, replace your faulty delivery free of charge.
I would like to offer our apologies once again and thank you being an excellent customer.
Yours sincerely,
例题
l You work in the Sales Department of an international company. Manuela Garcia, an important client, is visiting your company for a day. There are some changes to the itinerary you sent her last week.
l Write a letter of 120 - 140 words to Ms Garcia, using the original itinerary and your handwritten notes, informing her of the changes.
Proposed itinerary for one-day visit of Manuela Garcia
Wednesday 20 October
11.00 Ms Garcia arrives on flight 1 B 432 from Madrid
John Sallis to meet Ms Garcia at airport
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Original arrival time too optimistic |
45
11.30 Arrival at company
John Sallis to give Ms Garcia an introductory tour of company
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Restaurant full. It’s now the Swan hotel |
12.30 Lunch at White Hart restaurant
( John Sallis, Carol Snape, Tom McAllister Sue Smith Manuela Garcia )
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Carol can’t make it. Explain why |
14.00 Meeting in boardroom
( Carol Snape Tom McAllister Sue Smith Manuela Garcia )
15.30|
Give some details |
16.00 Product presentation
( Carol Snape, Tom McAllister; Sue Smith Manuela Garcia )
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John has to go early. Sue will take Manuela to the airport |
18.00 John Sallis to take Ms Garcia to the airport
19.30 Ms Garcia departs on flight 1 B 886 to Madrid
例题：
Dear Ms Garcia,
Further to last week’s correspondence, I am writing to inform you that we have to make a few changes to the original itinerary for Wednesday 20 October.
Firstly, in order to allow plenty of time for you to travel from the airport, your tour of the company will be slightly shorter than the hour which we had originally planned. Secondly, please note that as the White Hart is full on Wednesday, lunch will be at the Swan Hotel. Carol Snape will, however, not be joining us due to a previous engagement.
It has been confirmed that Tom McAllister will show the new video about our new natural shampoo range at 16.00. As John Sallis has to leave early, Sue Smith will accompany you to the airport for your evening flight.
If you have any questions, please do not hesitate to contact me.
Yours sincerely,
例题
l You are responsible for planning the magazine advertising of your company’s new product, which is a polish for cars. You have just received the letter below from the magazine that you are going to advertise with. You have also received a memo from your Marketing Manager about the advertising campaign.
l write a letter of 120-140 words to Mr Ellwood at the magazine, telling him about the changes to the advertisement booking, and asking him or any other information that you require.
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Dear Ms Beddington, Thank you for your advertisement booking, the details of which I confirm below. Name of Company: Autocare Products Name of Product: Supergloss Details of Advert:1/2-page black and white Advert will appear in: June, July and August issues of the magazine Cost of advert:$350 per issue (3 issues=$1050) Discount:5% for early booking Total Cost: $997.50 We trust that this is satisfactory. Yours sincerely,
Jack Ellwood Jack Ellwood Advertising Sales Manager |
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Memo To: Cathy Beddington From: John Humphrey Re: New Product advertising The Managing Director has approved an increase of budget on this campaign, so we can go for: colour advert, six issues.
Could you contact the magazine and get them to change this? Please check the price and the possibility of a bigger discount.
Also tell them to get the product name right—Supagloss.
Thanks
John |
5点：colour advert
six issues
check price
bigger discount
supagloss
邀请信
句型：
Inviting/ Offering
We should like to invite you...
We should be very pleased if you could...
We should be delighted if you could...
Thanking
Thank you (very much) for your (kind) invitation to...
It was very kind of you to invite me to...
I was delighted to receive your invitation to...
Accepting
I would be very pleased to...
I should be delighted to...
Declining
Unfortunately, due to ......, I am unable to......
例题：
要点：邀请访问英国并且参观工厂
请客人看剧
日期在11月
内容点 Thanking Ms Goddard for her letter
accepting the invitation to visit the company
accepting the invitation to the theatre
saying the date are unsuitable and explain why
suggesting an alternative date
范文
Dear Ms Goddard,
With reference to your letter of November 3, I am writing to thank you for your kind invitation.
I would be very pleased to accept your invitation to see Trackplus’s production facilities. I would also be interested in meeting your colleagues at Head Office, the design team in particular. I should also be delighted to accept your offer of arranging for me to see a play in the West End.
Unfortunately, due to a business trip abroad, I am unable to come to England at the end of November as you suggested. However, as I feel it is important that we meet before Christmas I would be grateful if you could tell me if the second week of December would be suitable for you?
I look forward to hearing from you again.
Yours Sincerely
Paolo Fellini
Test 4
PART TWO
l You are in charge of technical resources in your company. You have just received a letter from the Customer Services Manager at JLM Communications, who are installing a new telephone switchboard at your offices.
l Look at part of the letter below, on which you have already made some handwritten notes.
l Then, using all your handwritten notes, write a letter to JLM’s Customer Services Manager.
l Write 120-140 words.
l You do not need to provide postal addresses.|
We would like to begin installing your new telephone switchboard on Tuesday 10 June. We hope to finish the work as soon as possible.
Please note that extension numbers beginning with 8 will now start with 5 and that all others will start with 3.
If you have any technical queries, please contact our technical representative at our main office.
A copy of our invoice is attached.
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name? |
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will pay when job finished-say why
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system too complicated!
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how many days’ work?
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date no good -say why
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Sample C
Dear Sir or Madam,
I would like to thank you for your letter, dated 15.5.2003.
Firstly, unfortunately, we have an international conference on the 10th of June.
Therefore, this date is not convenient for us.
Could you please start at the 11th of June?
Furthermore, we would like to know how long the work will take.
Concerning the numbers. The system you announced seems to be difficult. Is there an easier way to handle this problem with different numbers?
As for our further requests, could we have a direct telefon number as well as the name of the person, dealing with us?
We are looking forward to paying the bill as soon as the work is successfully finished in case of any theesing problems.
We are looking forward to hearing from you.
Yours faithfully,
