英语投诉信和

英语投诉信和（通用12篇）

1.英语投诉信和 篇一

投诉信英语作文大学英语作文-英语作文

Dear Sir or Madam,

I, as a devoted customer of your online shop, am writing the letter to file my dramatic complaint about the poor quality of your E-book and the poor attitude of your server.

The detailed problems are as follows. To begin with, there is something wrong with screen of the E-book, which has been broken deliberately or unintentionally. In addition, it does not work occasionally, which hamper using ordinarily. Most importantly, the product does not comply with your description previously both in style and faculty. Most importantly, servers response of not providing refund and exchange a new one makes me overwhelmed with outrage.

I would appreciate it if you could refund or exchange a new one for me. I’m looking forward to your reply at your earliest convenience.

Yours sincerely

Li Ming

2.英语投诉信和 篇二

护士对患者的帮助是发生在患者无法满足自己的基本需要的时候, 中心是帮助患者解决困难, 通过执行护理程序, 使患者能够克服病痛, 早日康复;护士 (帮助者) 处于主导地位—护士的行为即可能使双方关系向着利于患者恢复的方向发展, 也有可能使护患关系紧张, 导致患者的病情更趋恶化。

2 护患沟通的技巧与方法

护患沟通的形式分语言性沟通和非语言性沟通两种, 二者之间无绝对界限, 以语言沟通为主, 配合非语言沟通。有效地护患沟通是二者相铺相成的结果。

2.1 语言性沟通应注重的方面

(1) 交谈时内容要有客观性、针对性, 语言应通俗易懂, 简单明确。语速要适中, 适当重复谈话内容。注意倾听。态度要诚恳。

(2) 应使用礼貌语言, 尊重病人的人格。应使用安慰性语言。重视患者的个体差异, 采用非凡性的语言沟通。个体差异包括病人的性别、年龄、社会家庭、文化背景不同, 要求语言内容和表达方式应有所不同。

(3) 遵守保护性医疗制度。要尊重病人的隐私权, 对于患者及家属比较敏感的话题要征求他们的意见。有预备地与病人沟通, 语言要委婉、含蓄, 尽量减轻患者的心理负担。

2.2 非语言性沟通

(1) 护士的仪表姿势:护士应着装整洁, 化淡妆上岗。避免过度修饰或不修边幅, 同时应注重立行走符合职业规范, 操作时要轻, 保持自己美好职业形象, 赢得病人的信任。

(2) 面部表情与病人沟通时表情亲切自然, 要不时用目光注视对方, 显得投入, 提倡微笑服务。

(3) 形体语言有时无声的动作要比语言沟通效果更好。出于对专业的需要, 对病人接触和触摸是种无声的安慰, 它可以使不安的病人安静下来, 脆弱的病人变得坚强。对行动不变的老人主动搀扶, 对于咳嗽痰多的病人应轻拍背部帮其排痰, 给无人照顾的病人送水送饭等, 将对病人的关心、呵护体现在细微的动作中, 可增强沟通效果。

3 护患之间矛盾和投诉的原因

(1) 公众医疗服务需求标准高, 患者维护自身权益的意识增强, 但由于对医学知识的粗浅了解, 容易片面的看待问题。

(2) 随着市场经济的发展, 护患之间出现越来越多的经济关系, 不同程度上加重了医院和个人的经济负担, 使护患关系复杂化。

(3) 医院实行成本核算, 临床科室护理人员配置不足, 导致床护、医护比例严重失衡。加之护理人员本身就补充不足, 而且还流失严重, 使一线护理人员工作负荷加重, 事多人少, 也直接影响到护理工作服务质量, 从而诱发患者不满意情绪。

(4) 护理工作没有得到合理的投入, 护士地位较低, 护理人员工作积极性难以提高, 易引发护患矛盾。

(5) 护理人员行为不规范, 态度生硬, 解答不耐心, 使护理人员的形象受到损害, 造成患者的不信任。

(6) 护士操作不熟练, 责任心不强, 对病情变化观查不及时, 处理不到位, 患者及家属追究有关护理人员“责任”引发护理矛盾和投诉。

(7) 医护、护患关系不协调, 对患者的疑问解答片面, 抬高自己、贬低他人, 推诿责任, 扩大事态。处理医疗矛盾和投诉的工作人员经验不足, 语言表达缺乏科学性。

(8) 某些新闻媒体不恰当的报道, 激发患者愤怒情绪。

4 人性化服务

加强护士职业道德建设, 增强服务意识, 爱岗敬业, 扎实肯干, 为百姓提供真诚、热情、周到的人性化护理服务, 在思想上与行动上处处体现“以病人为中心, 以质量为核心, 加强基础护理服务”的服务理念。提供人性化服务, 要多深入病房, 多认识患者、多认识家属, 多换位思考, 护患关系和谐。

4.1 人文关怀

护士应做到尊重病人, 对病人态度温和, 对病人的提问要迅速答复, 善良、热情、服务周到, 护理程序要个体化。

4.2 恰当的称呼

对病人选择恰当的称呼很重要, 可增加护患之间的亲切感。消灭过去用床号代替病人称呼的做法, 可以从年龄、职位等方面选择称谓。

4.3 满足病人的需求

护理不是只看局部, 而是看整体, 一个人患病后的需求是多方面的如:技术过硬的护士, 一针见血, 可以减少他的痛苦。还需求对疾病知识的了解, 治疗效果如何, 疾病恢复的时间等。

(1) 娴熟的技术水平是取得信任的保证。

(2) 缓解病人的压力是减轻应激反应。

(3) 亲切温和的态度是病患基本需求。

(4) 适时鼓励安慰是增强恢复信心。

5 营造温馨的家

营造温馨的住院环境, 让病人有家的感觉, 讲解医院的规章制度, 使病人及家属理解与配合 (保证医疗安全) 。

(1) 环境要求:病区安静、空气新鲜、被服清洁、减少噪音。

(2) 护士做到“四轻”:走路轻、关门轻、操作轻、说话轻。

(3) 着装要求:服装整洁、发不过肩、不着浓妆、不光脚穿鞋。

(4) 尊重患者隐私。

(5) 每位住院期间过生日的患者, 我们备有生日贺卡, 生日当天清晨床头交班时, 集体送上温馨的祝福。总之, 沟通对护士来说是一种艺术, 能使她和病人更有意义的互相作用。护士可以通过治疗性沟通的方法去识别和满足病人的需要, 因而是每一名护理人员都应学习和在护理实践中应用的。

摘要：随着护理学的发展和整体护理模式的改变, 人性化的护患沟通成为护理工作的一项重要内容。它是寻求建立相互信任、尊重、配合的护患关系的有效方法, 新的服务理念的产生, 沟通技巧运用到临床, 缩短了护患之间的距离, 改善护患关系, 提高护理质量, 为治疗提供最好的基础和前提, 从而也化解了护患矛盾和投诉。

3.英语投诉信和 篇三

关键词：问题导向；CCSA；投诉管控

中图分类号：F626 文献标识码：A 文章编号：1006-8937（2015）15-0140-02

1 实施背景

近年来，电网企业内、外部环境的变化给供电服务带来了新的挑战。

1.1 外部环境

①来自市场的压力。伴随新能源的发展、低压分布式电源大量接入，增供促销压力越来越大；②政府监督的压力。随着公众维权意识的增强、社会监督力量逐渐强大。现行电网企业依靠买电、卖电获取购销差价收入的盈利模式即将改变；③来自客户需求变化的压力。消费者的个性化需求越来越多，新需求的涌现越来越快且期望越来越高，对客户服务提出了更高的要求。

优质服务越来越成为电网企业的“生命线”，提升对客户问题的及时感知、传递和响应能力，在当前形势下愈发重要。

1.2 内部环境

①电网企业自然垄断的特性决定了服务上的自然缺陷，内部提升服务意识和服务水平的原动力不足；②国网公司实施的“三集五大”改革解决了垂直专业管理和扁平化管理，但各专业部门之间壁垒高，横向协同难，客户服务很难进行全流程穿透和推动；③内部对标的压力。随着95598全业务的集中，使得各省服务水平更直观地展现在同一平台上。

2 内涵与做法

福建电力依据服务现实，进行问题深度分析和闭环跟踪，持续触发和发动服务管理改进，以期改变各自专业为政、解决流程穿透力不足的问题，实现服务管理的针对性、有效性，减少服务差错。

2.1 理论依据：CCSA工具原理与典型案例工作法

2.1.1 服务质量差距模型

引入服务质量差距模型，对客户期望和感知之间的五个差距以及它们造成的结果和产生的原因进行分析。

2.1.2 全流程客户满意度评价（Closed-loop Customer Satisfa-

ction Assessment，简称“CCSA”）

CCSA评价体系是以客户需求为中心，通过将各业务范畴由外部客户向内部服务层、内部支撑层逐层分解、逐级追溯，找到各流程节点间的交互点，依据客户感知五维度（即：质量高、办理快、态度好、信息准、够安全），梳理出外、内部评价点及其评价内容，查找引起客户不满意的质量标准不合理、服务水平不合格等内部管理问题，并指导后台业务改进，实现闭环管理，如图1所示。

2.1.3 典型案例工作法

典型案例是对实际工作中特别有效或无效的工作行为进行描述。当大量的这类小事例收集起来以后，按照它们所描述的情形进行归纳分类，推动对实际工作要求的了解。

2.2 组织保障：组建调查大队，写实服务现状

组建调查大队，通过预定调查方式，开展周期性、专题性、常态性及其他临时性调查，写实供电服务现状，传递客户声音，将问题解决在客户感知之前。

2.3 系统支撑：建立服务快速响应信息平台

整合配电地理信息GPMS系统、营销业务应用系统、配网生产抢修指挥平台等资源，建立服务快速响应信息平台，增强了辅助研判、停电管理等功能，实现“多种研判辅助信息一个界面调阅，多个监控界面同一窗口呈现”功能，提前发现问题和预警，并运用CCSA工具进行归因整改。

2.4 机制管控：准确定位关键问题，推动改进效果的提升

2.4.1 快速协同处理机制

投诉工单由省客户服务中心进行初步研判，提出处理要求，市县公司快响中心实时管控，协同会商。

2.4.2 典型案例全流程穿透分析机制

①研究应用CCSA工具开展典型案例全流程穿透分析的方法；②分层级对投诉工单进行逐单穿透分析。省公司对重复投诉、国网督办工单等典型事件逐单现场穿透，发布投诉警示录。市县公司通过专业协同网对所有投诉工单、不满意工单组织单单穿透，组织整改。

2.4.3 服务专题分析

汇总全省投诉问题，对突出问题和难点问题开展专题分析，通过综合监督例会的方式，触发至公司决策层，形成由总经办督办的改进事项，促使营销与生产专业协同改进，建立了跨专业管理协同机制。

2.4.4 帮扶指导

建立月度投诉督办机制，不定期对重复投诉等下发督办件。对投诉整改不到位的单位，由营销部和客户服务中心进行辅导，并召开投诉分析会。

2.4.5 约谈督办

对情节严重、问题突出的单位，由公司人董部约谈或通过高层会议重点督办。

3 实施效果

3.1 有力地推动服务突出问题的解决

2014年全年向公司月度综合监督例会提供了13个专题报告，被采纳并督办17个事项，在12月开展的“回头看”调查中，有显著改善的12项，正在改善的5项。

3.2 投诉量有效降低

2014年福建电力每百万客户投诉量位居国网公司正向第一名，比2013年减少了81.70%，如图2所示。

3.3 第三方客户满意度显著提升

2014年第三方客户满意度达到73.66，比2013年提升0.39，比2012年提升0.85，如图3所示。

3.4 得到政府部门的认可

2014年能监办转办的客户诉求件减少了41.18%，省消费者委员会主动组织实施消费者体验等活动，让消费者更多了解供电企业所做的努力。

参考文献：

4.英语作文投诉信 篇四

complaint

July 30,2013 Dear manager：

As a part-time employee，I feel sorry to trouble you.But I am afraid that I have to talk with you about my salary.I think there is a mistake about my pay for the work on summer holiday.It had promised that I would receive ＄2000 a month for this job.However ,I just got ＄1800 after a month hard work.I don’t know what happened.I always try my best to do the best one among those employees and never violate the company’s rules since I come here.Therefore I hope you can give me a reasonable explanation , otherwise you have to return me another ＄200.It would be appreciated that if you can deal with this within 3 days.Yours sincerely Li Ming

5.英语作文--投诉信 篇五

I am one of the student who critical of restaurant of our seminary.We have been informed frequently that with the declining quality of the restaurant of our school it is intolerable to meal at school.It becomes the source of great complaint by student.Therefore please give me an access to put forward some disadvantage of the restaurant in order to be placed more stress on

First the expression of the students ‘face Witness that how unsavory the food is .Secondly insect is conceal in the vegetable there are times when we are prepare to have .Thirdly the price of the restaurant is too high.Finally tableware not be sanitized is used in the restaurant.

Please take it into account or it will give rise to a series of problem.In addition,let me apologize for any inconvenience I may have caused.I hold a belief that students will enjoy themselves when have a meal in the restaurant of our seminary.

I am looking forward to seeing the changes of the restaurant.

Yours sincerely

April 19,

6.投诉信英语作文 篇六

Dear Sales Manager,

This letter is a complaint concerning the actions of one of your salespersons.On Tuesday,May 5,20xx,around 2 P.m,I went to your store to look for a T-shirt.When I asked a salesperson Ms.Wang for help in finding my size,she informed me that she was busy and I would have to find one myself.I explained that the reason why I came to her was that I couldnt find one.She then said in a rude tone that if I couldnt find one,it meant that the store didnt have it,and that I needed to look somewhere else.

I felt that Ms Wang was rude.I hope that you will look into the matter.I shop frequently at your store and I look forward to a more pleasurable shopping experience next time.

7.英语投诉信万能写作 篇七

考研英语投诉信万能写作模板

投诉信是对于产品、服务等的不满意，进而需要写出自己的意见和要求。第一段需写写信的目的以及自己的一个概括的期望：常用套话比如I venture to write to complain about-----+定语从句;I would be grateful if you could do anything necessary to solve the problem facing me.第二段阐述两、三方面所面临的产品或服务的问题及后果：there are several aspects underlying this complaint.For one thing,......For another,......In addition,......第三段给出具体的期望，比如退款或更换新产品：It is my sincere hope that you could give me full refund or replace it with a new one.Your kind reply to this letter at your earliest convenience would be very much appreciated.

8.考试英语投诉信作文 篇八

假设你是李华，你在5月2日去一家商店买衣服。当你请一个王姓服务员帮你找适合你的型号的衣服时，她以忙为借口让你自己找，你说你找不到才来让她帮忙，她说你找不到就说明没有。你对这位服务员的服务态度十分不满，并写信向该商店的销售经理投诉该服务员。

注意：1、词数120左右;2、信的开头和结尾已为你写好，但不计入总词数;3、可适当增加细节，以使行文连贯。

范文：

May 5,

Dear Sales Manager,

This letter is a complaint concerning the actions of one of your salespersons. On Tuesday, May 5, , around 2 P.m.., I went to your store to look for a T-shirt. When I asked a salesperson, Ms. Wang for help in finding my size, she informed me that she was busy and I would have to find one myself. I explained that the reason why I came to her was that I couldn’t find one. She then said in a rude tone that if I couldn’t find one, it meant that the store didn’t have it, and that I needed to look somewhere else.

I felt that Ms Wang was rude. I hope that you will look into the matter: I shop frequently at your store and I look forward to a more pleasurable shopping experience next time.

二

投诉信：汤姆在一家商店购得劣质商品，遂与营业员交涉。但该营业员对他态度粗暴，不予受理，汤姆为此向经理写一封投诉信。

January 3,

Dear Manager,

Now I am writing to tell you that I bought a TV set from your shop several days ago. But when I brought it home and turned it on, I found it didn’t work properly. So I took it back to the shop and told the assistant what had happened. To my surprise, your assistant didn’t help me to solve the problem. On the contrary, he shouted at me rudely and refused to examine it.

I know that your shop enjoys a high reputation of good service, so I bought the TV set in your shop. But today, I am sorry to find that such service should have happened in your shop and your assistant didn’t seriously think of the interests of customers.

I hope you will look into the matter and give me a reasonable explanation. I am waiting to know how you will deal with it. Thank you for your consideration and I am expecting an early reply.

Sincerely yours,

Tom

三

假如你是Raymond,上周六，在一家西餐馆你有一次不愉快的就餐经历。请给该餐馆的经理写一封投诉信，讲述所发生的事情。(投诉信的开头和结尾已给出)

注意：1 投诉的内容至少要涉及两方面的问题。

Dear Sir:

My name is Raymond, I am writing to tell you something about your restaurant questions.

Last Saturday, I was going to your restaurant with my friends. We are very hungry, but when we order, your restaurant waiter But ignore our. So my friend was very angry. Besides, when the waiter come on .my friend ask her why ignore our, she is very aggressive for us and say you don’t see me I am very busy. So I do hope you can give your restaurant waiter have training about etiquette.

Thank you for your time and kind consideration.

Sincerely yours

Raymond

亲爱的先生:

我的名字叫Raymond, 我写信是要告诉你一些关于你们饭店的问题。

上个星期六， 我和我的朋友到你的餐厅用餐，我们很饿。但是当我们点餐时，你饭店里的服务员却不理我们。所以我的朋友很生气。除此之外，当你的服务员来的时候，我的朋友问她为什么不理我们时，她很凶的对我们说，你们没有看到我正在忙吗?所以我希望你能给你的饭店服务员座椅有关利益的训练。

我们我谢谢您的时间和仁慈的考虑。

你诚挚的

9.有关英语作文投诉信 篇九

Dear Customer Service Representative,

I am writing to comp[ain about the bad delivery service of your company.

The IBM Desktop computer we ordered from your store two weeks ago finally arrived yesterday. There were not any signs of damage to the packing case at all, but when we opened it, we found, much to our surprise, that the back cover had been cracked and the screen had been scratched.

In view of this, I have decided to make a formal complaint against your delivery service. I sincerely hope that you will replace this computer as soon as possible. If this is not possible, I will have no alternative but to insist on a full refund.

I would appreciate anything you can do to help us in this matter.

Yours truly,

(Signature)

★ 英语投诉信范文

★ 英语照相机投诉信范文

★ 投诉信模板

★ 投诉信范文

★ 网购英语调查报告范文

★ 高考英语作文预测：投诉信

★ 消费者投诉信范文

★ 关于网购英语作文高中

★ 关于网购的英语作文参考

10.高考英语作文预测：投诉信 篇十

We are writing to inform you that the toys covered by our order No.519 arrived in such an unsatisfactory condition that we have to lodge a claim against you .It wasfound upon examination that 10% of them are broken and some are badly scratched, obviously due to the improper packing . Therefore, we cannot offer it forsale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost .This is the amount by which we propose to reduce our selling price .If you cannot accept , I’m afraid we shall have to return them for replacement .

Sincerely yours ,

11.考研英语作文投诉信 篇十一

Restrictions on the use of plastic bags have not been so successful in some regions. “White Pollution” is still going on. Write a letter to the editor(s) of your local newspaper to

1) give your opinions briefly, and

2) make two or three suggestions.

Dear Editor,

I have been reading your newspaper for many years with a great enthusiasm and interest. It is my honor to write you this letter to give my views on the issue of “White Pollution”. It is my view that the limitation of the use of disposable plastic bags is of utmost significance.

I would like to make the following suggestions to put an effective stop to the wide spread of “White Pollution”. Firstly, we should ban the free use of the plastic bags. Secondly, the price of plastic bags should be further raised. Thirdly, media like your newspaper should do more to encourage the public to use paper or clothing bags to replace the plastic bags.

I hope my suggestions would be of help and thank you for your attention.

Yours sincerely,

12.考研英语投诉信 篇十二

1、审题—-判断是个人书信&事务公函

决定：

语域使用：正式：使用礼貌表达，不用缩略语(对公)半正式：可以使用缩略和口语表达(对私)非正式：(一般不考)——It depends 呼语： 特定的写信对象：Dear XX 不明确收信人：Dear Sir/Madam, or To Whom It May Concern

2、正文

三段(8句)：写作目的段医学全在线搜集整,理、细化段、感谢或者期待。

3、各种信函内容安排

2)投诉信

与投诉信比较：仍然以提建议为主，无需赞扬，直接表明写信目的—即提建议，最后无需感谢，只需表示期待改进。

A.基本结构

Dear XX/To Whom It May Concern, 第一段： 自我介绍，陈述事由，提出建议;第二段： 投诉细节(补救细节);第三段： 期待改进。Yours sincerely, Li Ming B.投诉信框架

Dear XX/To Whom It May Concern, I am xxx who….I am writing to express my dissatisfaction/disappointment about…(投诉信).具体事由.To improve the situation, it is advisable for you to take the following measures.To begin with,…细节一;Moreover, …细节二。