怎么写道歉信、投诉信——十二类便条式应用文写作点评之三
4. 道歉信道歉信大多是因我方工作失误，引进对方的不快，以表示陪礼道歉，消除曲解，增进友谊和信赖的信函。
这类应用文是有套句的：
道歉事由的说明：
I’m writing to show my apology for…
I would like to express my apologies for not being able to…
I’m sorry to say that I’ve not finished reading it through, and have to keep it until next Sunday.
Excuse me for my delaying in turning in my assignment.
道歉原因的说明：
I had a minor accident.
I had a minor operation.
弥补纠正及其承诺：
I am sure I can make up the loss by…
I promise it will never happen again.
It would be very kind （considerate） of you to give me another chance to…（to give me another two days）
进一步致歉：
Many apologies.
Do please forgive me.
① 小错道歉
April 20, 2010
Dear Peter,
I am writing to you to apologize for the abrupt way I departed just after the exams finished. It was terribly rude of me to have left without saying good-bye to you. The fact is that I was so excited when I learned I had passed the exams with high marks that I couldn’t wait to get home and tell my parents. I am sure you will understand my feelings. Please accept my sincere apology, and with you a really happy holiday.
Yours Truthfully,
Fiona
点评：一般情况下，道歉信可以按照下面的思路行文：
a. 道歉的行为与内容；
b. 具体理由；
c. 弥补方法；
d. 进一步致歉
② 约会取消的道歉
April 20, 2010
Dear Fiona,
I am sorry I missed seeing you yesterday. I know that you must have been disappointed. I also feel worried and anxious in my heart. The fact is that my manager at the last moment asked me to prepare an urgent plan while I could not get to a phone to call you and yesterday I have worked late until about 8:30 p. m. I am terribly sorry. However, I would like to ask you out this weekend to make up for yesterday.
Please give me a chance and I am waiting for your reply.
Sincerely Yours,
Amelia
点评：本类的主要思路是：我错过约会很抱歉，我的原因是，我此信道歉的同时希望可以改日和你再见，再约时间见面。
③ 未能赴约的道歉
April 20, 2010
Dear Fiona,
I imagine that you must be enjoying your birthday party today. I write this letter to offer my heartiest congratulations and best wishes for many returns of the day. It is a great pity that I cannot be with you. But remember I am thinking of you all the time. I hope that all your years to come will be twice as happy and as merry as those past.
Please accept the small gift I am sending you as a token of my best wishes for your happy birthday.
Sincerely Yours,
Amelia
点评：没能参加你的生日会我感到很抱歉。本篇范文请关注最后一个高亮句子，还是很不错的，大家可以学习一下~
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5.投诉、抱怨信
投诉、抱怨类的信件也是考试常常涉及到的内容，比如食堂的饭菜不好吃，比如给报纸杂志的主编写一封信说明情况等等。
需要注意的是：投诉信和抱怨信的基本特征是反映问题，诉说原由，目的是解决问题。
写作关键词：
complain, dissatisfaction
写作时可以参考下面的句式：
行为描述：
I’m writing to bring your attention to the problems I have had with …
Here’s the problem…
解决方式的要求：
It would be very kind ( considerate) of you to…
解决方式的要求：
address this problem soon.
take steps to rectify this situation soon.
turn it down a little?
迫切的敦促或威胁:
Frankly, I really can’t put up with the situation any more.
You must rectify the situation, or I will take it to the court.
If you can’t give me a satisfactory answer, I will complain it to the Consumer Association.
范文：“希望你能给我一个说法”
April 20, 2010
Dear Sir or Madam,
I went to your store to buy a watch last Sunday. When I mentioned the high price, the No. 5 saleswoman replied in a sarcastic tone, “You can go ahead and buy a cheap fake one from other stores”. Obviously She didn’t know how to treat a prospective buyer! I hope you can improve your service and give me a face-to-face apology. My telephone number is 010-12345567.
Sincerely yours,
Amelia
点评：本文的写作对象可以估计是该店负责人，作者作为顾客在购物过程中有不愉快经历，希望通过本信得到一个说法。在写作过程中语气既不能过于强势，但也要注意将事情讲清楚，明确表达自己的不满以及自己希望的解决办法。
一般情况下，可以按照下面的思路行文：
a．抱怨投诉行为
b．投诉内容具体描述
c．要求弥补纠正赔偿
d．抱怨投诉者对弥补纠正赔偿等的敦促或威胁
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