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 complaintI am writing to complain about …I am not satisfied with …I must therefore insist that …例题●You recently attended a one-day training course on health and safety. You were disappointedwith the course and you have decided to write a letter of complaint to the training company.●Read the advertisement below, which gives details of the course. You have already madesome notes on the advertisement.●Then, using all your handwritten notes, write your letter to Moira Geddings at GBGCertification Services.●Do not include postal addresses.●Write 120-140 words on a separate sheet.[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 KostevskaCabin Attendant索赔：compensate, indemnify, refund, apologise投诉信范文：Dear Sir or MadamI 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 MadamI 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 wasmaking 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 apologyI am writing to apologise for/aboutThis 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●You are the secretary in a company which makes plastic tableware. Your boss has left theletter below for you to answer.●Write a letter of 120 - 140 words to Ms, Jerome, explaining the reason for the damagedgoods. Use the information in her letter and the notes from your boss.●Do not include addresses.●Write on your Answer Sheet.QUALITYCAFETERIAS INC.NEW ROADMELBOURNE6 October 1997The ManagerPlastic – A – Plenty Co.Gough Industrial EstateMelbourneDear Sir or Madam5 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 willagain 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 JeremeRestaurants Director范文：Dear Ms Jeremy,Thank you for your letter of 6 October. After supplying your restaurants for 5 years, I wasextremely sorry to hear that the batch of bowls and forks which you received on 2 Septemberwas not of usual quality.After careful investigation, we found that the cause of the problem was a faulty packingmachine. It has now been repaired. I can promise you that this type of problem will nothappen again.According to the sales contract between us, we will, of course, replace your faulty deliveryfree of charge.I would like to offer our apologies once again and thank you being an excellent customer.Yours sincerely,例题●You work in the Sales Department of an international company. Manuela Garcia, animportant client, is visiting your company for a day. There are some changes to the itinerary you sent her last week.●Write a letter of 120 - 140 words to Ms Garcia, using the original itinerary and yourhandwritten notes, informing her of the changes.Proposed itinerary for one-day visit of Manuela GarciaWednesday 20 October11.00 Ms Garcia arrives on flight 1 B 432 from MadridJohn Sallis to meet Ms Garcia at airport4511.30 Arrival at companyJohn Sallis to give Ms Garcia an introductory tour of company 12.30 Lunch at White Hart restaurant14.00Meeting in boardroom( Carol Snape Tom McAllister Sue Smith Manuela Garcia )15.30Coffee break16.00Product presentation( Carol Snape, Tom McAllister; Sue Smith Manuela Garcia )18.00John Sallis to take Ms Garcia to the airport19.30Ms 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 aregoing to advertise with. You have also received a memo from your Marketing Manager about the advertising campaign.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.5点：colour advertsix issuescheck pricebigger discountsupagloss邀请信句型：Inviting/ OfferingWe should like to invite you...We should be very pleased if you could...We should be delighted if you could...ThankingThank 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...AcceptingI would be very pleased to...I should be delighted to...DecliningUnfortunately, 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 letteraccepting the invitation to visit the companyaccepting the invitation to the theatresaying the date are unsuitable and explain whysuggesting 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 SincerelyPaolo FelliniTest 4PART TWO●You are in charge of technical resources in your company. You have just received a letterfrom the Customer Services Manager at JLM Communications, who are installing a new telephone switchboard at your offices.●Look at part of the letter below, on which you have already made some handwritten notes.●Then, using all your handwritten notes, write a letter to JLM’s Customer Services Manager.●Write 120-140 words.Sample CDear 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,。