A letter of complaint ( Письмо – жалоба) урок английского языка, 10 класс, УМК М. В. Вербицкой.
Автор: Жаглина Татьяна Владимировна,
учитель английского языка МБОУ СШ №31 г. Липецка
Service - slow and
Flight attendants - rude
In - flight meal – cold,
Fly with TMN excellent service and you are helpful and friendly flight attendants guaranteed … delicious in-flight meals
1. A an employee/manager of TMN Airlines В an airport official 3. A Dear Manager → Yours sincerely +your full name В Dear Sir/Madam → Yours faithfully +your full name 4. A polite, formal В aggressive, semi-formal 5. … flight number & date of flight … thanks for the services … your complaints & example … personal details about yourself … request for a refund
Dictionary entry: COMPLAINT : (countable) a reason for not being satisfied; a statement that somebody makes saying that they are not satisfied complaint (about somebody/something) The most common complaint is about poor service. I'd like to make a complaint about the noise.
A LETTER OF COMPLAINT
When we write a formal letter of complaint about a problem (e.g. something we have bought, the services in a restaurant or hotel, etc), we divide it into three parts: • In the introduction, we state the reason for writing , (i.e. say what I who we are complaining about and why). • In the main body , * we state our complaints and give examples and/or reasons to support them. We use a separate paragraph for each topic. • In the conclusion , we state what action we expect to be taken. * The main body can consist of one or more paragraphs, depending on the number of specific complaints we have. The tone of our letter must be polite and we should never be rude.
Reason for writing:
Complaints and examples
Paragraph 2 - 4
Action to be taken
36 Briarfield Road
16 th December
Customer Service Department
62 West Cliff Drive
I am writing to complain about the poor service I received when I travelled with your airline on 30th January. I flew from London to New York on flight TMN 108 and I was completely dissatisfied.
Firstly, the on-board service was very slow and careless. When I asked for a glass of water it took the flight attendant half an hour to bring one, and the glass which she brought was dirty.
What is more, the flight attendants were all very rude. One spilt a drink on me and didn't apologise or help to clean it up. They were the complete opposite of the "helpful and friendly" staff you describe in your advertisement.
Furthermore, the food was awful. It was cold and tasted horrible. Again, this was quite unlike the "delicious in-flight meal" you advertised.
I am very disappointed indeed. I would like a full refund for the cost of my flight as well as an apology for the appalling service. I hope to hear from you regarding this matter as soon as possible.
Dear Sir/Madam, Introduction Paragraph 1 Main Body Paragraphs 2 - 4 Conclusion Paragraph 5 Yours faithfully, (your full name)
reason for writing
examples and/or reasons)
action to be taken
I am entitled to
receive your immediate attention.
Dear 1) Frank , I am writing to 2) tell you I'm not pleased with the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts were missing. As a result, I was unable to clean the curtains and furniture as I did not have the 3) right things. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel 4) you should give me a full refund. I hope this matter will 5) be sorted out now . 6) Best wishes , Alice Petersen Alice Petersen
• a large deluxe cabins • private bathrooms • 5 star restaurant with delicious food
3 - 17 April
I am writing to complain about the Caribbean cruise I went on with your company. I travelled from 3 till 17 April, and I was shocked by your standards.
Firstly, I was struck by the size and condition of the cabin. It was small and dirty.
Moreover, I ordered a private bathroom but I had to share a bathroom with other passengers.
To make matters worse, the food was of poor quality, though your advertisement you promise delicious food.
I would like a full refund for the cost of the cruise. I hope to hear from you as soon as possible.
1 . explain the background to the problem and what happened 2 . say what you want them to do 3 . say why you are writing 4 . suggest how the company can improve its service
- a standard closing expression
Workbook: Ex 3 p 61 Choose one of the situations (1-3) and write a letter of complaint. Use the writing tip , the plan and your letter. (1 0 0-1 2 0 words)
Интернет ресурсы: 1. http :// detskie - raskraski . ru / sites / default / files / detskie - raskraski - ruchka 37. jpg - изображение листа бумаги и ручки. 2. https://cdn.maximonline.ru/7b/13/80/7b1380dafc0bd4b52dd769f9f83f89ce/659x439_1_3bb91e43f7d419db1cdfa993fc9a1d35@659x439_0xac120005_1265583691529041656.jpg – изображение листа бумаги и карандаша. 3. https://static9.depositphotos.com/1004658/1180/i/950/depositphotos_11805248-stock-photo-cruise-liner.jpg - изображение лайнера. 4. http :// parusa 74. ru/images/rechniye_kruizi/teplohodi/Mihail_Kutuzov/13glavnaya_paluba.jpg - изображение коридора на корабле. 5. https://i.ytimg.com/vi/QtSRro6zPSY/hqdefault.jpg - изображение конверта с письмом.