英语(二)曾经考过投诉电子词典。但是当年的考生发挥很不理想，市面上的教材也大都仅限于范文或框架——耗时费力不说，话题一变，就会束手无策，暗藏凶险。
学而不思则罔。在第一篇模板开始之际，薛老师要求读者以后养成一个良好的写作习惯，就是每看到一篇文章，都不要着急去盲目地背范文，造句子，而是要先思考、总结，确定行文思路，再动笔，要确保每个句子都能推而广之，适用于该文体的其他话题——这才不算白练，才是高效的复习之道！
对于投诉信而言，首先，必须对投诉对象进行分类——不外乎产品、服务、环境三种情况；抽丝剥茧，我们找到各自的共性——产品可以投诉质量、服务可以投诉态度、环境可以投诉糟糕。
至此，万能论述框架呼之欲出。
- 正文框架
- 首段：①表明身份——②表明不满
- 次段：③主题句——④投诉点1(产品/服务/环境)——⑤投诉点2(之前投诉无果)——⑥投诉点3(要求尽快解决)
- 尾段：⑦要求——⑧期望
- 万能模板
复顾客投诉
Mr Brown, my colleague Ms.Green deal with delivery. She has called you back.
布朗先生，我的同事格林女士负责发货。她已经给您回电话了。
Yes. She has explained to me.
是的。她向我做了解释。
I'm sorry about this.
很抱歉
I hope you can take measure to solve the problem.
希望贵公司能够采取措施，解决此事。
生词
deal with 处理
take measure 采取措施
场英语：投诉与索赔（1）
本文由在线英语培训机构【 一线口语】整理编辑
当我取出时，发现它破了。
When I took it out, I discovered it was broken.
For example:
A: When I took it out, I discovered it was broken.
当我取出时,发现它破了。
B: Really? I'm sorry to hear that.真的？听到此事真遗憾。
你真该想点儿办法了。
You really ought to do something about it.
For example:
A: You really ought to do something about it.你真该想点儿办法了。
B: We can make an adjustment on the price for you.
我们可以为你在价格上作调整。
? ought to 应该
我要退货。
I want to return this.
For example:
A: I want to return this.我要退货。
B: We can replace it for you free of charge.我们可以免费为你换新的。
对蒙受的损失，我们要求索赔460美元。
We have to ask for a compensation of 0 to cover the loss incurred.
For example:
A: We have to ask for a compensation of 0 to cover the loss incurred.
对蒙受的损失，我们要求索赔460美元。
B: I was sure everything was all right with that shipment.
我肯定那批货的装运一切都是正常的。
? ask for 要求
这件事你们打算怎样办？
What are you going to do about it?
For example:
A: What are you going to do about it?这件事你们打算怎样办？
B: If you'd like to wait while I contact our Sales Manager, I'm sure he'll be able to help you.
如果您能稍等一下，我这就和销售部经理联系，他一定能帮助您的。
我要求退还这台新电脑的钱。
I demand my money back on this new computer.
I want my money back on the new computer.
你确定在使用前读过全部说明了吗？
Are you sure you read all of the direction before trying to use it?
For example:
A: It doesn't do what you said it would.
它并不具有你们所说的那些功能。
B: Are you sure you read all of the direction before trying to use it?
你确定在使用前读过全部说明了吗？
你说可以免费为我们保修两年。
You said you would serve it at no additional charge for two years.
For example:
A: You said you would serve it at no additional charge for two years.
你说可以免费为我们保修两年。
B: I'm sorry, but we don't do that anymore.
对不起，可是我们不再这么做了。
你说过免费修理，就要说到做到。
You promised me free service calls and I expect you to follow through.
For example:
A: You promised me free service calls and I expect you to follow through
你说过免费修理，就要说到做到。
B: All right, I'll send someone out free of charge.
好，那我就派人免费去修理。
? follow through 坚持到底
我对我们犯的错误郑重道歉。
I apologize for the mistake we made.
For example:
A: I apologize for the mistake we made.我对我们犯的错误郑重道歉。
B: Don't worry. I believe you have tried your best.
别担心。我相信你们已经尽力了。
? apologize for 因......而道歉
我希望能公正地解决这件事情。
I hope we'll solve this matter fair and square.
For example:
A: I hope we'll solve this matter fair and square.
我希望能公正地解决这件事情。
B: It's been delayed for too long and has to be solved anyway.
这件事拖得太久了，总归是要解决的。
? fair and square公正，正大光明
如果是我们的过错，我们肯定要纠正。
