资源简介 高考英语应用文书信/邮件备考资料 学生版应用文具体写作步骤一般是“三段式〞首段：自我介绍/寒暄问候 +写信背景+写信目的 （注意：提炼题干信息）中间段：根据题目内容写作（注意： 要点全面；逻辑清晰；表达多样）尾段：重提主题+表达期待/祝愿/感谢 （注意：与首段呼应，变化表达句式）反馈信(投诉信)投诉信是人们在遇到一些不文明现象、所购商品质量差、服务不满意等情况下解决问题的一种文体。一、必备词汇和表达1. 向某人抱怨某事 ____________________ 2.不辜负顾客的期望 ____________________3. 表达对……的不满_____________________ 4. 糟糕的服务 _________________________5. 粗鲁的态度 _________________________ 6. 劣质产品 __________________________7. 对…不满意 __________________________ 8. 令我非常不满的是____________________9. 赔偿某人的损失 ______________________ 10. 更糟糕的是 __________________________11. 认真对待我的投诉 _____________________12. 调查某事 __________________________13. 采取措施做某事 ____________________ 14. 防止类似的事情再次发生__________________15. 对……感到失望_______________________ 16. 采取行动做某事__________________________17. 给我退款__________________________ 18. 以粗鲁的方式对待某人______________________19. 改善服务 __________________________ 20. 解决问题 __________________________二、常用高分句式第一段：首段开门见山表明投诉意图。1这封信是对贵公司一名销售人员行为的投诉。________________________________________________________________________________________________________________________________________________________________________2. 我写这封信是为了表达我对上个月在您店里购买的这件外套的不满。________________________________________________________________________________________________________________________________________________________________________3.我是你的一个顾客。我想投诉你店里一个服务员的不礼貌且粗鲁的行为。________________________________________________________________________________________________________________________________________________________________________4.我写信向你投诉我在你的饭馆受到的糟糕的服务。________________________________________________________________________________________________________________________________________________________________________5.很抱歉打扰你，但恐怕我得投诉一下手机。________________________________________________________________________________________________________________________________________________________________________第二段：分条陈述投诉内容和事实。6.更糟糕的是，当我打开包裹时，我失望地发现封面损坏了。________________________________________________________________________________________________________________________________________________________________________7.几天前我在你店里买了一台洗衣机，但该洗衣机似乎有些问题。首先，洗衣机工作时噪音很大；其次，它经常无理由地坏掉。我希望你能给我换台新的或给我退款。________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________8.以下是我对你们服务不满的一些原因。首先，食物太咸了。此外，你们播放的音乐有点吵，所以我很难安静地享用晚餐。更糟糕的是，你们餐厅的服务令人失望。女服务员们似乎面无表情，而且很不耐烦。____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________第三段：表明自己的诉求或要求（退款、赔偿、道歉等）。9.考虑到以上三个因素，我要求公司要么为我更换一台新的，要么立即给我全额退款。________________________________________________________________________________________________________________________________________________________________________10.我希望你能认真考虑我的投诉。我在等待一个合理的解释，并期待及早回复。________________________________________________________________________________________________________________________________________________________________________11.我真诚希望你们会认真调查此事，并采取适当措施，防止此类事件再次发生。________________________________________________________________________________________________________________________________________________________________________12.你若能尽快采取措施处理这个问题，我将感激不尽。________________________________________________________________________________________________________________________________________________________________________三、思维导图首段：自我介绍+写信背景+写信目的中间段落：反馈的事情123---（投诉的事情）尾段：重提主题+提出解决措施表达期待实用模板模版1Dear Sir or Madam,I am one of your customers and I feel extremely dissatisfied with what has happened. I am writing to complain about the poor service/quality of the product I received recently.Last week, I _______________ (具体事件). However, much to my disappointment, _______________ (问题1). What’s worse, _______________ (问题2).This has brought me a lot of inconvenience and trouble. I find it really hard to accept such service.I sincerely hope that you can look into this matter immediately and solve it as soon as possible. I would appreciate it if you could:1. _______________ (要求1：退款/更换/道歉) 2. _______________ (要求2：保证不再发生)I am looking forward to your prompt and satisfactory reply.Yours faithfully,Li Hua模版2Dear___________ （对方的称呼），I feel bad to trouble you but I'm afraid that I have to make a complaint about__________（投诉原因）.__________（具体问题）.Now this problem keeps worrying me. To improve the situation, you can take the following measures.___________（补救措施）.I believe you will take my complaint seriously. I'm looking forward to your early reply.Yours sincerely,Li Ming五、经典范文【2024山东联考卷】假定你是李华，上周，你从一家网络旗舰店购买了一部手机，收到手机后发现了一些问题。请你给该旗舰店的客服中心写一份投诉信，内容包括：1. 描述手机的相关问题；2. 你期待的处理方法。注意：1. 词数80左右；2. 可以适当增加细节，以使行文连贯。Dear Sir/Madam.Concerning the problems with the mobile phone that I bought from your online store last week, I’m writing with disappointment to express my complaint.You claimed that I’d get the gray color with shining screen within a week. However, three weeks had passed and I received the phone with wrong color at length. Furthermore, it was so poorly packed that the screen got broken. What’s worse, I didn’t receive the exact size I had ordered.Can you change it for a new one or offer me a full refund A response at your earliest convenience will be highly appreciated.Yours,LiHua六、写作练习作文：你在网上买了一本书，收到后发现缺页、印刷模糊，联系客服无人回复。请给网店写一封投诉信。注意：词数为100左右Dear Sir or Madam,________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Yours faithfully,Li Hua高考英语应用文书信/邮件备考资料 教师版应用文具体写作步骤一般是“三段式〞首段：自我介绍/寒暄问候 +写信背景+写信目的 （注意：提炼题干信息）中间段：根据题目内容写作（注意： 要点全面；逻辑清晰；表达多样）尾段：重提主题+表达期待/祝愿/感谢 （注意：与首段呼应，变化表达句式）反馈信(投诉信)投诉信是人们在遇到一些不文明现象、所购商品质量差、服务不满意等情况下解决问题的一种文体。一、必备词汇和表达1. 向某人抱怨某事 — complain to sb. about sth.2.不辜负顾客的期望 live up to customers' expectations3. 表达对……的不满express one's dissatisfaction about...4. 糟糕的服务 terrible/awful service5. 粗鲁的态度 rude attitude6. 劣质产品 inferior/low-quality products7. 对…不满意 be dissatisfied with...8. 令我非常不满的是much to my dissatisfaction9. 赔偿某人的损失 compensate sb. for his/her losses10. 更糟糕的是 what's worse / to make matters worse11. 认真对待我的投诉 take my complaint seriously12. 调查某事 look into sth. / investigate sth.13. 采取措施做某事 take measures to do sth.14. 防止类似的事情再次发生 prevent similar incidents from happening again15. 对……感到失望be disappointed about16. 采取行动做某事take action to do sth.17. 给我退款refund my money18. 以粗鲁的方式对待某人treat sb in a rude manner19. 改善服务 improve the service20. 解决问题 solve the problem / settle the issue二、常用高分句式第一段：首段开门见山表明投诉意图。1这封信是对贵公司一名销售人员行为的投诉。This letter is a complaint concerning the actions of one of your salespersons.2. 我写这封信是为了表达我对上个月在您店里购买的这件外套的不满。I'm writing to express my dissatisfaction about the coat which I bought last month in your store.3.我是你的一个顾客。我想投诉你店里一个服务员的不礼貌且粗鲁的行为。I am one of your customers. I would like to make a complaint about the impolite and rude behavior of one of your waiters.4.我写信向你投诉我在你的饭馆受到的糟糕的服务。I am writing to complain to you about the terrible service I received at your restaurant.5.很抱歉打扰你，但恐怕我得投诉一下手机。I feel bad to trouble you but I am afraid that I have to make a complaint about the cellphone.第二段：分条陈述投诉内容和事实。6.更糟糕的是，当我打开包裹时，我失望地发现封面损坏了。What's worse, when I opened the parcel, I was disappointed to discover the front cover was damaged.7.几天前我在你店里买了一台洗衣机，但该洗衣机似乎有些问题。首先，洗衣机工作时噪音很大；其次，它经常无理由地坏掉。我希望你能给我换台新的或给我退款。A few days ago, I bought a washing machine in your store, but there seems to be something wrong with it. First of all, it makes a lot of noise when it is working; secondly, it often breaks down for no reason. I hope you can replace it with a new one or give me a refund.8.以下是我对你们服务不满的一些原因。首先，食物太咸了。此外，你们播放的音乐有点吵，所以我很难安静地享用晚餐。更糟糕的是，你们餐厅的服务令人失望。女服务员们似乎面无表情，而且很不耐烦。Here are some reasons why I am dissatisfied with your service. First of all, the food is salty. In addition, the music you play is a little noisy, so I find it hard to enjoy my dinner quietly. What's worse, the service at your restaurant is disappointing. The waitresses seem unsmiling and impatient.第三段：表明自己的诉求或要求（退款、赔偿、道歉等）。9.考虑到以上三个因素，我要求公司要么为我更换一台新的，要么立即给我全额退款。Taking into account all three factors above, I request that the company either change it for a new one or give me a full refund without delay.10.我希望你能认真考虑我的投诉。我在等待一个合理的解释，并期待及早回复。I hope you will take my complaint into serious consideration. I am waiting for a reasonable explanation and look forward to your early reply.11.我真诚希望你们会认真调查此事，并采取适当措施，防止此类事件再次发生。I sincerely hope that you will look into the matter seriously and proper measures should be taken to prevent such an incident happening again.12.你若能尽快采取措施处理这个问题，我将感激不尽。I would greatly appreciate it if you could take measures to deal with this problem as soon as possible.三、思维导图首段：自我介绍+写信背景+写信目的中间段落：反馈的事情123（投诉的事情）尾段：重提主题+提出解决措施表达期待实用模板模版1Dear Sir or Madam,I am one of your customers and I feel extremely dissatisfied with what has happened. I am writing to complain about the poor service/quality of the product I received recently.Last week, I _______________ (具体事件). However, much to my disappointment, _______________ (问题1). What’s worse, _______________ (问题2).This has brought me a lot of inconvenience and trouble. I find it really hard to accept such service.I sincerely hope that you can look into this matter immediately and solve it as soon as possible. I would appreciate it if you could:1. _______________ (要求1：退款/更换/道歉) 2. _______________ (要求2：保证不再发生)I am looking forward to your prompt and satisfactory reply.Yours faithfully,Li HuaDear XXX,模版2Dear___________ （对方的称呼），I feel bad to trouble you but I'm afraid that I have to make a complaint about__________（投诉原因）.__________（具体问题）.Now this problem keeps worrying me. To improve the situation, you can take the following measures.___________（补救措施）.I believe you will take my complaint seriously. I'm looking forward to your early reply.Yours sincerely,Li Ming五、经典范文【2024山东联考卷】假定你是李华，上周，你从一家网络旗舰店购买了一部手机，收到手机后发现了一些问题。请你给该旗舰店的客服中心写一份投诉信，内容包括：1. 描述手机的相关问题；2. 你期待的处理方法。注意：1. 词数80左右；2. 可以适当增加细节，以使行文连贯。Dear Sir/Madam.Concerning the problems with the mobile phone that I bought from your online store last week, I’m writing with disappointment to express my complaint.You claimed that I’d get the gray color with shining screen within a week. However, three weeks had passed and I received the phone with wrong color at length. Furthermore, it was so poorly packed that the screen got broken. What’s worse, I didn’t receive the exact size I had ordered.Can you change it for a new one or offer me a full refund A response at your earliest convenience will be highly appreciated.Yours,LiHua六、写作练习作文：你在网上买了一本书，收到后发现缺页、印刷模糊，联系客服无人回复。请给网店写一封投诉信。注意：词数为100左右范文：Dear Sir or Madam,I am one of your customers and I feel extremely dissatisfied with what has happened. I am writing to complain about the poor quality of the book I bought from your online store.Last week, I received a book I ordered from your shop. However, much to my disappointment, some pages are missing and the printing is very unclear. What’s worse, I have tried to contact your customer service several times, but nobody replied. This has brought me a lot of inconvenience and trouble. I find it really hard to accept such service.I sincerely hope that you can look into this matter immediately and solve it as soon as possible. I would appreciate it if you could send me a new book as soon as possible and make sure this will not happen again.I am looking forward to your prompt and satisfactory reply.Yours faithfully,Li Hua 展开更多...... 收起↑ 资源列表 高考英语应用文书信邮件备考资料学生版.docx 高考英语应用文书信邮件备考资料教师版.docx
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