1. Writing
-Letter of Complaint -
投诉信

2. Busy life

4. How to deal with the situations?
Thinking
Put up with it!

5. How to make complaints?

6. Face-to-face complaint
No, no, no!
angry
Complaint
through letters
Face-to-face complaint
Complaint by telephone

7. Introduction
What’s the matter?
What happened?
What is a complaint?
Description of the problem and all the procedures you have followed in order to resolve it.
Send an ordinary letter to the responsible part to set out the facts and reasons and ask for a solution.
How to solve it?

8. Dear Sir or Madam,
Last month I bought a camera from your store when I was on business in Guangzhou. There I took some photos and then came back home. But after I had the film developed, even nothing was printed on it. I feel very frustrated about this. I am writing this letter to complain about it and have sent the camera back to you. I strongly insist that you should refund me as soon as possible.
Yours sincerely,
Wang Lan

9. But after I had the film developed, even nothing was printed on it.
problem
procedure
solution
Last month I bought a camera from your store when I was on business in Guangzhou. There I took some photos and then came back home.
But after I had the film developed, even nothing was printed on it.
I feel very frustrated about this. I am writing this letter to complain about it and have sent the camera back to you.
I strongly insist that you should refund me as soon as possible.

10. The structure with complaint letter
Background: describing the situation
01.
Problem: explaining cause and effect
02.
Solution: stating exactly what you want to be done
03.
Warning: stating actions to take if the problem is not solved
04.
Closing: ending with a wish to solve the problem
05.

11. 5 steps
What’s the matter?
What have I done?
How to solve it?

12. Some More Tips Tip 1: keep the complaint short and to the point.
Tip 2: be factual. Identify the problem.
Tip 3: identify what you want.
Tip 4: be courteous.
Tip 5: state consequences when you need.

13. Colorful Language in Complaint Letters
appalled
shocked
stunned
I was shocked that the food is disgusting.

14. Don’t forget transitional words
Thank you for…
Unfortunately,…
I regret to tell you that…
Needless to say,…
I strongly insist that…
I would be grateful if you…

15. Purpose Problem Solution
Dear manager, I’m writing to make a complaint against your staff last Sunday over their bad service. I came there with my foreign friends and ordered the vegetarian food. It was not the rush hour. But we waited for more than half an hour and were shocked that the staff served the wrong food to us with disgusting smell. When I asked about it, they started arguing. The poor service and rude staff spoiled my evening and left bad impression on my friends. I’d be grateful if you could look into this matter and give us a reasonable explanation as soon as possible. I look forward to your reply. Yours, Juliet
Purpose
Problem
Solution

16. Summary Remember the elements Use the tips Follow the writing steps
Problem
Procedure
solution
Summary
Remember the elements
Use the tips
Follow the writing steps
Choose the proper words
Correct the mistakes
Practice more
Be short
Be factual
Be specific
Be courteous
Purpose
Background
Problem
Solution

17. Collect words and expressions
in writing complaint letters.
Practice writing complaint letters

18. Goodbye!