requestn./v.B2
请求
make a formal request · request a refund
I am writing to request a replacement for the faulty product.
我写信请求更换有缺陷的产品。
学完能做到
- 读懂公司内部邮件并提取关键信息
- 听懂顾客投诉电话并记录细节
- 写一封结构清晰的正式请求/投诉信（Task 1）
- 在口语中讨论处理投诉和请求的经历
词汇 core 14 · expansion 18 · chunks 6
核心词 core
complainv.B1
投诉
complain about · complain to the manager
Several customers have complained about the late delivery.
好几位顾客投诉了送货延误。
compensationn.B2
补偿
claim compensation · financial compensation
I expect some form of compensation for the inconvenience caused.
我希望因造成的不便获得某种形式的补偿。
enquirev.B2
询问
enquire about · enquire as to
I am writing to enquire about the status of my order.
我写信询问我的订单状态。
concerningprep.B2
关于
information concerning · questions concerning
I would like to speak to someone concerning a recent complaint.
我想和某人谈谈关于一个近期投诉的事。
inconveniencen.B2
不便
cause inconvenience · sorry for any inconvenience
The system error caused considerable inconvenience to our staff.
系统错误给我们的员工造成了很大的不便。
resolvev.B2
解决
resolve a complaint · resolve the issue
I hope the matter can be resolved promptly.
我希望此事能迅速解决。
promptlyadv.B2
迅速地
respond promptly · deal with something promptly
We aim to reply to all enquiries promptly.
我们力求迅速答复所有询问。
appreciatev.B1
感激
would appreciate · appreciate your help
I would appreciate it if you could look into the matter.
如果您能调查此事，我将非常感激。
apologisev.B1
道歉
apologise for the delay · apologise sincerely
We apologise for any inconvenience caused.
我们对造成的任何不便表示歉意。
ensurev.B2
确保
ensure that · be ensured of
Please ensure that this problem does not happen again.
请确保这种问题不再发生。
refundn./v.B2
退款
full refund · refund the amount
I would like to request a full refund for the item.
我想要求对该商品全额退款。
alternativen./adj.B2
替代方案
offer an alternative · alternative solution
If you cannot provide a replacement, please suggest an alternative.
如果不能提供更换，请建议一个替代方案。
upgradev./n.B1
升级
upgrade the system · free upgrade
The company offered me a free upgrade to the next model.
公司向我提供了免费升级到下一个型号。
扩展词库 expansion
policyn.B1
政策
company policy
clarifyv.B2
澄清
clarify the situation
validadj.B2
有效的
a valid claim
receiptn.B1
收据
keep your receipt
deliveryn.B1
递送
delivery date
damagen./v.B1
损坏
cause damage
pursuev.B2
寻求；继续
pursue a complaint
regretn./v.B2
遗憾
express regret
inconvenientadj.B2
不便的
at an inconvenient time
satisfactoryadj.B2
令人满意的
find a solution satisfactory
issuen.B1
问题
address an issue
replacementn.B2
更换
request a replacement
faultn.B1
过错；故障
through no fault of my own
liabilityn.B2
责任
accept liability
formaladj.A2
正式的
formal complaint
registerv.B1
登记；提出
register a complaint
customern.A2
顾客
customer service
satisfactionn.B2
满意
customer satisfaction
词块 / 生存短语 chunks
I am writing to...我写信是为了...
I am writing to express my dissatisfaction with the service.
我写信表达我对服务的不满。
I would be grateful if...如果...我将很感激
I would be grateful if you could refund the full amount.
如果您能全额退款，我将非常感激。
look into the matter调查此事
Please look into the matter and get back to me.
请调查此事并回复我。
at your earliest convenience尽快
I would appreciate a reply at your earliest convenience.
如能尽快回复，我将感激不尽。
take appropriate action采取适当措施
I trust you will take appropriate action to resolve this.
我相信您会采取适当措施解决此事。
I trust that...我相信...
I trust that you will handle this matter promptly.
我相信您会迅速处理此事。
语法 语言升级点
Indirect and polite expressionsB2
使请求或建议更委婉，避免直接命令，体现礼貌与正式
would/could + 动词原形；I would be grateful if…；I would appreciate it if…；I was wondering if…
在正式信函和口语中，用间接表达能显得专业而尊重对方。比如 I would be grateful if you could send me... 比 Please send me... 更得体。6.5分考生要能灵活使用这类句型，而非只会用 can you。
例句
I would be grateful if you could look into the matter as soon as possible.
如果您能尽快调查此事，我将非常感激。
I was wondering if I might request a replacement.
我在想是否能请求更换。
常见错误
✗ I would be grateful if you will send me the information. → ✓ I would be grateful if you could send me the information.
在 if 从句中要用 could 或 would，不要用 will，因为这是礼貌的委婉用法，不是真实条件句。
↑ 提分：再高一档可用更巧妙的委婉语，如 I would extremely appreciate it if... 或 I wonder if there might be any possibility of...
Perfect modals (should have / could have)B2
对过去未发生的事表示遗憾、批评，或表达过去某行动本该做而没做
should have / could have + 过去分词
在投诉或请求信中，可用 should have 指出对方本该做而未做的事，用 could have 表达过去可能发生的不同结果。例如：You should have informed me about the delay. The company could have offered compensation earlier. 注意不用 would have，除非是虚拟条件主句。
例句
I should have received the refund by now.
我现在本该收到退款了。
The situation could have been avoided if the company had checked the order properly.
如果公司当时正确检查了订单，本可避免这种情况。
常见错误
✗ They should had informed me. → ✓ They should have informed me.
have 不可变为 had 或其他形式，情态动词后永远接原形 have。
↑ 提分：更高档次可用 might have / must have 等进行推测，如 The mistake must have occurred during packaging.
阅读 Reading workplace email
Email to Staff: Revised Complaints Procedure
To: All Staff
From: HR Manager
Subject: New Complaints Procedure – Effective 1st June
Dear colleagues,
Following feedback from employees, we have decided to update the procedure for handling formal complaints. From 1st June, all complaints must be submitted in writing to your immediate supervisor. If the complaint concerns your supervisor, it should be sent directly to the HR department.
All complaints will be acknowledged within two working days. An initial response should be provided within one week, and a full investigation will be completed within four weeks. If the matter cannot be resolved within that timeframe, you will be informed of the delay and given a new expected date.
The new procedure also introduces formal mediation in cases where a complaint cannot be resolved informally. Trained mediators will be available from the HR team.
We trust that these changes will make the process fairer and more transparent. The full policy can be found on the company intranet, or you may request a printed copy from HR.
Best regards,
Janet Brown, HR Manager
immediate supervisor直属上司acknowledged被确认收到mediation调解transparent透明的
TFNG1.Staff can now submit complaints by telephone.
✅ FALSE — 原文要求所有投诉必须以书面形式提交（must be submitted in writing）。
gap_fill2.If a complaint is about your supervisor, it should be sent directly to the ___ department.
✅ HR — 原文 it should be sent directly to the HR department。
MCQ3.How long should it take to receive an initial response to a complaint?
- A 2 working days
- B 1 week
- C 4 weeks
✅ B — An initial response should be provided within one week。
TFNG4.The new procedure guarantees that all complaints will be resolved within four weeks.
✅ FALSE — 原文说如果四周内不能解决，将通知延迟，并非保证一定解决。
gap_fill5.If a complaint cannot be settled informally, ___ may be used.
✅ mediation — introduces formal mediation in cases where a complaint cannot be resolved informally。
💡 技巧：职场邮件通常有明确的信息结构：开头目的、具体规则、时间节点、结尾补充。先快速扫读标题和第一段把握主旨，再根据题目关键词定位。注意情态动词 must/should 表示的义务程度。
听力 Listening Section 1 · UK
情景：顾客致电客服中心，要求更换收到的错误商品（Section 1 对话）
Customer
Hello, I'm calling about an order I received yesterday. I'm afraid there's been a mistake.
Agent
I'm sorry to hear that. Could I have your order number, please?
Customer
Yes, it's YB-3920. I ordered a blue jumper, but they've sent me a red one instead.
Agent
Let me check that for you. ... Yes, I can see the error here. Would you like a replacement or a refund?
Customer
A replacement, please. I do need it quite urgently though.
Agent
We can send you the correct jumper by express delivery. It should arrive by Thursday at the latest. And we'll arrange for the red one to be collected tomorrow.
gap_fill1.Order number: ___-3920
✅ YB — 顾客说出 order number 为 YB-3920。
gap_fill2.Customer ordered a ___ jumper.
✅ blue — I ordered a blue jumper。
MCQ3.What did the customer actually receive?
- A a blue jumper
- B a red jumper
- C a jumper and a refund
✅ B — they've sent me a red one instead。
MCQ4.How will the correct item be sent?
- A by standard post
- B by express delivery
- C by courier tomorrow
✅ B — We can send you the correct jumper by express delivery。
💡 技巧：Section 1 对话节奏慢，信息重复度高。提前读题，预判空缺词性（如数字、色彩、选项）。注意听辨语音细节，如 YB /waɪ biː/ 和 jum-per 的英式发音。
写作 Writing Task 1 (letter)（formal） · 目标 170 词
You recently ordered an item online, but when it arrived you found that the product was not what you had ordered. Write a letter to the company's customer service department. In your letter: - describe what you ordered and what you received - explain why this is a problem - say what you would like the company to do Write at least 150 words. You do NOT need to write any addresses.
Dear Sir or Madam,
I am writing to express my dissatisfaction with an order I received from your company yesterday, and to request a replacement.
On 14th March, I ordered a black leather office chair (model ZX-400) from your website, as shown on my attached receipt. However, the item that was delivered was a blue fabric chair of a different model. Not only is this unsuitable for my office decor, but it also lacks the adjustable armrests that I specifically required. Furthermore, the chair arrived damaged on one side, making it completely unusable.
This situation has caused me considerable inconvenience, as I needed the chair for an important meeting this week. I should have received the correct item within three days as promised, but instead I now have to chase this matter.
I would be grateful if you could arrange for the correct chair to be dispatched by express delivery immediately, and for the incorrect chair to be collected at the same time. I trust that you will handle this as a matter of urgency.
Thank you for your assistance. I look forward to hearing from you promptly.
Yours faithfully,
[Full Name]
逐句标注
任务“Dear Sir or Madam, / Yours faithfully,”不知收信人姓名，使用标准正式信头结尾，语域正确。
衔接“I am writing to express my dissatisfaction with...”开头直接说明目的，并衔接全文。
语法“Not only is this unsuitable..., but it also lacks...”倒装结构 not only...but also 展示语法多样性。
语法“I should have received the correct item”情态完成式，表达过去本该发生的事，语法点准确运用。
词汇“I would be grateful if you could arrange”礼貌请求的固定搭配，契合信函目的。
任务“I trust that you will handle this as a matter of urgency”明确提出要求，并保持礼貌正式语气。
🎯 本档语言特征：语域全程正式：称呼和结尾准确；三段式结构清晰（问题描述+不便+要求）；语法包含倒装、被动（was delivered）、情态完成式；词汇精准（considerable inconvenience, dispatch, chase this matter）。整体≈band 7，满足了任务要求且无重大错误。
↑ 再上一档：向7.5+提升：可增加更精妙的表达，如 'I am writing to bring to your attention an error in my recent order...'；在解释影响时使用名词化，如 'The unavailability of the correct chair resulted in...'；还可更自然地加入一句对未来的期望，如 'I hope that steps will be taken to prevent similar errors.'。
口语 Speaking
Part 1
Q: Have you ever had to write a formal complaint letter?
Yes, I have. Last year, I wrote to my internet provider because they kept charging me for a service I had cancelled. I had to be quite firm, but I tried to remain polite.
💡 用具体事例回答，使用 have written, kept charging 展示时态变化。
Q: Do you think people complain more than they used to?
In some ways, yes. These days, people are more aware of their rights, and with online reviews, it's easier to make your voice heard. But I think reasonable complaints are still important for companies to improve.
💡 对比过去和现在，用比较级和 but 转折，给出平衡观点。
Part 2 · 提示卡
Describe a time when you made a complaint about something you bought. You should say: - what the item was - when and where you bought it - what the problem was - and explain how the complaint was resolved.
A couple of months ago, I bought a smartphone online from a well-known electronics retailer. It was supposed to be brand new, but when it arrived, I could see that the box had already been opened and the phone had a small scratch on the screen. I was quite disappointed because I had paid for a new device. I immediately contacted customer service by chat, and they asked me to send photographs of the damage. After a few emails, they agreed to take the phone back and send me a replacement. They also offered me a small discount on my next purchase as compensation. The whole process took about ten days, but I was satisfied with the outcome because they admitted the mistake and resolved it fairly. From that experience, I learned that it's worth speaking up when something is wrong, as long as you remain calm and polite.
💡 四点全部覆盖，用到过去时、被动（had been opened）、过去完成（had paid），以及复杂句衔接。说满两分钟没问题。
Part 3
Q: Why do some people choose not to complain when they receive bad service?
I think a lot of people feel that complaining will take up too much time and might not lead to a solution anyway. Others worry about being seen as difficult, or they simply don't know the right way to complain. However, companies do need feedback to improve, so it's actually helpful to voice your concerns.
💡 先用两点解释，再转折提出正面看法，论证有层次。
Q: Do you think companies always take complaints seriously?
Not always, unfortunately. Some large companies might ignore individual complaints if they don't affect their image, especially when the process is automated. But most reputable companies do value customer satisfaction, and they will try to put things right because negative word-of-mouth can damage their reputation.
💡 给出两面分析，用 because 和 especially when 扩展观点。
高频短语
put things right — 纠正错误，解决问题
to make your voice heard — 让你的意见被听到
as long as you remain calm and polite — 只要你保持冷静和礼貌（强调条件）
应试策略
正式书信的结构：称呼和结尾必须对应语域；正文三步：表明目的、提供细节、提出要求。每段一个要点，用衔接句展开。口语Part2用时间顺序或问题结构讲故事，确保覆盖所有提示点。
本档提分建议
6.5冲7分的关键：书信语域必须全篇一致，避免口语缩写（如 I'm 改成 I am）；语法上要主动使用本课重点的间接委婉句型和情态完成式；口语中要展示不同时态的控制力和自然衔接。