A Letter of Complaint|一封抱怨信

一封抱怨信

提示：

　　以往顾客碰到服务不周的情况，往往自认倒霉，但现在消费者意识抬头，越来越多人会运用客诉管道。请写一封文长至少 120 个单词（words）的抱怨信，首先向对方说明自己在店家受到的不礼貌对待，并在信末表示希望对方作出什么响应或解决方法。

请注意：英文名字必须假设为 Donna Hu 或 Danny Chen。

一般书信写作格式：

   1. 日期（date）─如 February 21, 2012（美式写法）或 21 February 2012（英式写法）。

   2. 收信人称谓（salutation）─如 Dear Peter,、Dear Mr. Chen,，或 To Whom It May Concern:（敬启者）。

   3. 信件主体（body of the letter）─通常一般信件仍采用内缩式，商业书信多用齐头式。

   4. 结尾敬语（complimentary close）─如 Sincerely,、Yours truly,、Best regards,等。

   5. 签名（signature）─如 Peter Lin（应亲笔签名）。

破　题

第一段：描述自己到商店消费所遇到的状况，利用 why, when, what 来构思，例如当初到商店消费的原因，店员以怎样的方式或态度对待自己，店员实际的不礼貌行为为何。

第二段：利用 what, how 来构思，表达自己的感受与反应，及希望店家具体改进的地方。

动动脑（Brainstorming）

利用 3 W (why, when, what) + 1 H (how)

第一段  a. Why and when did you go to the shop?

b. What did the clerk do to offend you?

第二段  a. What did you do when faced with such bad manners?

b. How did you feel about the ill-mannered clerk?

c. What did you do after being treated like that?

d. What do you suggest to the storekeeper?

结论句  

I hope your clerks will treat all customers with respect in the future.

布　局

第一段：引言→ 2-3 句：为何会去那家店？

原因→ 2-3 句：提出写这封信是因为不满服务人员的何种态度或行为。

第二段：结果→ 2-3 句：说出自己当时如何面对这样恶劣的服务态度。

结论→ 1-2 句：提出警告或建议解决之道。

大　纲

1. 前　提：

Someone recommended your store, so I went there last Saturday to buy a dress.

a.  The clerk treated the other customers politely.

b.  However, she refused to let me try on a dress.

   2. 发展句：

I was offended because she judged me by my appearance.

a.  I kept my anger in check and walked out of the shop.

b.  I wanted to inform you of how insulted I felt.

3. 结论句：

I hope your clerks will treat all customers with respect in the future.

简函范文：

February 21, 2012

To Whom It May Concern:

I visited your boutique because I needed a dress for my sister's wedding. Someone recommended your shop because she felt that the clerks were experienced and that I would find the perfect dress there. Last Saturday, I stopped by your shop after I went jogging. When I entered the store, the clerks were zealously explaining the features of some dresses to other customers. However, when I asked to try on a dress, one of the clerks refused and said she didn't think I could afford a dress from the shop.

I felt offended because she judged me by my appearance and thought I was poor. I managed to restrain my anger and walked out of the shop without saying a word. However, I am writing this letter to inform you of the insult I experienced in your boutique. I hope in the future your clerks are more professional and treat all customers, no matter how they are dressed, with respect.

Sincerely,

敬启者：

　　为了参加我姊姊的婚礼，我需要一件洋装，因此来到您的精品店看看。有人推荐我这家店，因为她觉得店员经验老道，也觉得我在这里会找到完美的洋装。上周六，我去慢跑后便来到贵商店。走进店里时，店员们正热心地向其他顾客解释服装的特色。不过，当我要求试穿某件洋装的时候，有位店员拒绝让我试穿，还说我穿不起店里的洋装。

　　她以貌取人认为我一副穷酸样，所以我感觉被冒犯了。我设法抑制我的愤怒且不发一语地走出店外。然而，我写这封信就是要告知您，我在您的精品店所遭受的羞辱。日后，我希望您的店员更加专业，无论顾客穿着如何，都要尊敬地对待他们。

胡唐娜　敬上

2012年 2 月 21 日