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A Letter of Complaint 1) Look at this formal letter and number the parts of the letter given on the right to match the gaps. Yours faithfully Mark Brown Lee Electronics 35c Broad Street Birmingham Dear Sir or Madam 17 Green Close Birmingham GN 55 7TY 15 th November 2014 2) In which paragraph (a-c) does Mark 1. describe what happened? ____ 2. say what he wants the company to do? ____ 3. explain why he is writing the letter? ____ 3) Answer the questions. 1. What is the full name of the person who wrote the letter? __________________________________ 2. What thing (item) is he complaining about? _____________________________________________ 3. When did he buy this thing? __________________________________________________________ 4. What is the problem with it? __________________________________________________________ 5. What is the customer enclosing with his letter? ___________________________________________ Writing Strategy 1) Write your address, add the date in full. 2) Start with Dear Sir or Madam, and finish with Yours faithfully or start with Dear Mr./Ms X… , and finish with Yours sincerely 3) Use expressions common for formal letters such as: I am writing to complain about… I would appreciate it if you could… I am writing to express my concern about the fact that… I am returning… with this letter. I am writing …. Thanks for your assistance… I would be grateful if ….. I look forward to hearing from you 4) Do not use short forms. 5) Write your full name. 1 2 3 4 (a) I am writing to complain about a mobile phone that I bought from your shop in Broad Street last week. (b) Although the quality is excellent, the instructions on the screen are in Chinese and I can’t understand them. (c) I am returning the mobile phone with this letter. I would be grateful if you could repair the fault or replace the mobile phone. I look forward to hearing from you. 5 6 iSLCollective.com 4) Read the letter of complaint and complete the gaps by putting the words in 1-10 into the correct order. 1. Madam / Sir / Dear / or 6. food / problem / the / another / was 2. complain / am / about / to / I / writing 7. brochure / that / your / stated 3. reference / the / for / booking 8. like / refund / therefore / a partial 4. absence / desk / lengthy / from / reception / the 9. very / would / I / if / grateful / be 5. for / we / although / this / extra / paid 10. to / hearing / look / I / forward 5) Rewrite these informal sentences in a more formal style. 1. I’m really upset about my new mobile phone. ___________________________________________ ___________________________________________ 2. Please, phone me as soon as possible. ___________________________________________ ___________________________________________ 3. Here’s the receipt for you to look at. ___________________________________________ ___________________________________________ 19 Water Street Manchester N22 3BE 5 th September 2015 Customer Services Department Paradise Holidays Manchester K35 8FR 1______________________, 2_____________________________ a holiday I recently went on with Paradise Holidays. My family and I spent two weeks from 14 th August 2015 at the Calton Hotel in Navellia; 3_________________ __________ our holiday is BN77123. First of all, on our arrival, there was nobody to greet us and when, after a 15 minute wait, we finally booked in, the girl was sullen and unhelpful and made no apology for her 4______________________________________________________. My second complaint concerns the room we had. It was very dirty and did not have a sea view, 5________________________________ when we booked the holiday. When we tried to explain this to the receptionist, she was extremely rude and refused to change our room. To make matters worse, 6_________________________. They served the same dishes every mealtime and the portions were very small, so we never felt full. Finally, I should like to draw your attention to the evening entertainment which was a further disappointment. 7__________________________ the hotel offered a wide range of entertainment, but in fact there was just one singer with a terrible voice, who sang the same songs every night. All this has spoilt what should have been a wonderful holiday, and I would 8__________________________________ I suggest fifty per cent of the cost of the holiday. 9____________________________________________you could do it. 10 ________________________ from you. Yours faithfully, Samuel Morrison Samuel Morrison 6)Write a letter of complaint to a shop. Dear ________ or _________ I am writing to_______________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ I am returning _______________________________ ____________________________________________ ____________________________________________ ____________________________________________ I look forward ________________________________ Yours ____________________ iSLCollective.com KEY Ex. 1) 1. 17 Green Close 2. 15 th November 2014 3. Lee Electronics Birmingham 35c Broad Street GN55 7 TY Birmingham 4. Dear Sir or Madam 5. Yours faithfully 6. Mark Brown Ex. 2) 1. b 2. c 3. a Ex. 3) Students’ own answers Ex. 4) 1. Dear Sir or Madam 2. I am writing to complain about 3. the booking reference for 4. lengthy absence from the reception desk 5. although we paid extra for this 6. the food was another problem / another problem was the food 7. Your brochure stated that 8. therefore like a partial refund 9. I would be very grateful if 10. I look forward to hearing Ex. 5) 1. I am writing to complain about my new mobile phone. 2. I would be grateful if you could phone me as soon as possible. 3. I am enclosing the receipt for your reference. iSLCollective.com Yüklə 67,89 Kb. Dostları ilə paylaş:
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