dissatisfactionn.B2
不满
express dissatisfaction · customer dissatisfaction
I am writing to express my dissatisfaction with the service I received.
我写信是为了表达我对所接受服务的不满。
学完能做到
- 写有力的正式申诉信，清晰陈述事实、援引条款、提出合理诉求
- 听懂电话投诉中说话人的隐含意图与情感色彩
- 读懂服务协议中的晦涩条款，识别责任归属
- 在口语中就服务质量话题进行有分寸的讨论，表达不满并提出建设性意见
词汇 core 14 · expansion 22 · chunks 10
核心词 core
complaintn.B1
投诉
make a complaint · formal complaint
I wish to make a formal complaint about the conduct of one of your staff.
我想就贵公司一名员工的行为提出正式投诉。
resolvev.B2
解决
resolve an issue · resolve a dispute
I trust that you will resolve this matter promptly.
我相信您会迅速解决此事。
inconveniencen.B2
不便
cause inconvenience · apologise for the inconvenience
The delay caused considerable inconvenience to my family.
延误给我的家庭带来了很大不便。
compensationn.C1
赔偿
seek compensation · financial compensation
I believe I am entitled to compensation for the cancelled booking.
我认为我有权因预订取消而获得赔偿。
rectifyv.C1
纠正
rectify the situation · rectify an error
I expect the company to rectify the billing error without further delay.
我希望公司立即纠正账单错误，不再拖延。
breachn./v.C1
违反
breach of contract · breach the terms
This action constitutes a breach of the agreement.
这一行为构成了违约。
entitlev.B2
给…权利
be entitled to · entitle someone to something
Customers are entitled to a full refund under the Consumer Rights Act.
根据《消费者权益法》，顾客有权获得全额退款。
liabilityn.C1
责任
accept liability · deny liability
The company accepted liability for the damage.
公司承担了损坏的责任。
upholdv.C2
支持（投诉、裁决等）
uphold a complaint · uphold a standard
I hope my complaint will be upheld and appropriate action taken.
我希望我的投诉得到支持，并采取适当措施。
promptadj.B2
迅速的
prompt action · prompt response
I look forward to your prompt reply.
我期待您的及时答复。
unsatisfactoryadj.B2
不满意的
unsatisfactory service · unsatisfactory outcome
The standard of repair work was wholly unsatisfactory.
维修工作的标准完全不能令人满意。
reimbursev.C1
偿还
reimburse expenses · fully reimburse
I request that you reimburse me for the full cost of the defective product.
我要求您退还缺陷产品的全部费用。
nullifyv.C2
使无效
nullify a contract · nullify a clause
The mistake does not nullify the entire contract.
这一错误不会使整个合同无效。
扩展词库 expansion
aggravatev.C2
加重、恶化
aggravate the situation
incurv.C1
招致、引起
incur costs
detrimentaladj.C1
有害的
detrimental effect
imputev.C2
归咎于
impute blame
primacyn.C2
首要性
the primacy of
redressn.C1
补救、纠正
seek redress
arbitraryadj.C2
武断的、任意的
arbitrary decision
unconscionableadj.C2
不合理的、过分的（尤指合同条款）
unconscionable conduct
obviatev.C2
排除、避免
obviate the need for
tenableadj.C2
站得住脚的
tenable argument
invokev.C1
援引（法律、条款等）
invoke a clause
stipulatev.C1
规定
the contract stipulates
exertv.B2
施加（压力等）
exert pressure
adverseadj.C1
不利的
adverse consequences
inexcusableadj.C2
不可原谅的
inexcusable delay
recoursen.C1
追索权、求助
have recourse to
substantiatev.C2
证明、证实
substantiate a claim
waivev.C1
放弃（权利要求）、免除
waive a fee
indemnifyv.C2
赔偿、补偿
indemnify against loss
taintedadj.C2
受污染的、有污点的
tainted evidence
precludev.C2
阻止、排除
preclude the possibility
infringev.C1
侵犯、侵害
infringe upon rights
词块 / 生存短语 chunks
in light of鉴于、根据
In light of the above, I request a full refund.
鉴于上述情况，我要求全额退款。
notwithstanding尽管、虽然
The clause notwithstanding, I believe the service was substandard.
尽管有此条款，我认为服务是不合格的。
without prejudice to在不影响…的情况下
Without prejudice to my other rights, I seek immediate redress.
在不影响我其他权利的情况下，我要求立即补救。
pursuant to依照、按照
Pursuant to clause 8.2, I am terminating the agreement.
依照第8.2条，我终止本协议。
by no means绝不
The compensation offered is by no means adequate.
所提供的赔偿绝不足够。
on the grounds that以…为理由
I am seeking redress on the grounds that the contract was breached.
我以合同被违反为由寻求补救。
in breach of违反、违背
This action was clearly in breach of the agreement.
这一行为明显违反了协议。
with immediate effect立即生效
I request that you rectify the issue with immediate effect.
我要求你立即纠正此问题。
under no circumstances决不
Under no circumstances should this happen again.
此类事件决不应再次发生。
take up the matter with向…提出此事
If unresolved, I will take up the matter with the ombudsman.
如未解决，我将向申诉专员提出此事。
语法 语言升级点
Formal cohesive devices and referencing (in light of, notwithstanding)C2
在正式信函中引用理由、条款或让步，使论证严谨、逻辑清晰
In light of + noun phrase; Notwithstanding + noun phrase; Pursuant to + noun phrase; without prejudice to + noun phrase
正式申诉信中常需援引合同条款或事实依据。in light of 用于引出已知信息作为论证基础；notwithstanding 表示让步，相当于 despite，但语气更正式。pursuant to 则是严格的法律用语。这些词能提升信件的专业度。
例句
In light of the above, I believe my request is justified.
鉴于上述情况，我认为我的要求是合理的。
Notwithstanding your terms, the service fell short of reasonable expectations.
尽管有贵方条款，服务仍远未达到合理预期。
常见错误
✗ Notwithstanding the terms, but the service was poor. → ✓ Notwithstanding the terms, the service was poor.
Notwithstanding 已经表示让步，不能与 but 连用。
↑ 提分：8.5的关键是运用正式衔接词而不显得做作。一封信中用一两处即可，关键是自然融入论证，不生硬堆砌。
Passives and nominalisation for objective toneC2
使用被动和名词化表达客观事实，避免个人情绪，增强信件的正式感和可信度。
It is regretted that...; An error appears to have been made...; Steps are being taken...; Non-compliance has been noted.
申诉信需要陈述事实而非发泄情绪。被动语态（e.g. a mistake was made）将焦点放在事件而非责任人上，体现专业克制。名词化（e.g. non-compliance instead of 'you did not comply'）使语言更抽象、正式。但注意不要过度，导致缺乏人情味。
例句
It appears that an error was made in processing my payment.
看来在处理我的付款时出现了错误。
The continued non-compliance with the agreement is unacceptable.
持续不遵守协议是不可接受的。
常见错误
✗ A mistake was made by your staff, so you should fix it. → ✓ A mistake appears to have been made; I trust you will rectify it.
前半句虽被动，但指明 by your staff 变得有指责意味，后半句 should 过于直接。修正后更符合正式申诉的克制语气。
↑ 提分：名词化能瞬间提升信件的专业度，如将'you broke the contract'改为'there was a breach of contract'，但整封信不宜过度名词化，应保持流畅可读。
阅读 Reading terms / report
Extract from a Service Agreement
Service Level Agreement (SLA) between XYZ Telecom and the Customer
1.1 XYZ Telecom shall provide broadband services at the speed and reliability levels specified in the customer’s chosen plan. In the event that average speeds fall below 90% of the advertised rate for three consecutive days, the customer may request a pro-rata refund for the period of sub-standard service.
1.2 The company will not be liable for interruptions caused by force majeure events, including but not limited to extreme weather, natural disasters, or government-mandated shutdowns.
1.3 Should a technical fault persist for more than 72 hours after being reported, the customer may terminate the contract without penalty. Notice of termination must be given in writing within 14 days of the fault being resolved.
1.4 Any complaints must be submitted in writing via the online portal. XYZ Telecom undertakes to acknowledge all complaints within two working days and to provide a substantive response within ten working days.
1.5 This agreement is governed by the laws of Australia. Any disputes shall be referred to the Telecommunications Industry Ombudsman (TIO) prior to any legal proceedings.
pro-rata refund按比例退款force majeure不可抗力ombudsman申诉专员
TFNG1.The customer is entitled to a full refund if speeds are below 90% for three days.
✅ FALSE — 条款规定可按比例退款（pro-rata refund），而非全额退款。
MCQ2.According to clause 1.2, XYZ Telecom is not responsible for interruptions due to
- A technical faults
- B government shutdowns
- C the customer's equipment
✅ B — 政府强制关闭属于不可抗力，公司不承担责任。
gap_fill3.Termination without penalty is possible if a technical fault lasts more than ___ hours after reporting.
✅ 72 — 1.3 中明确要求超过72小时。
matching4.Match the following words with their meanings: 1. undertake, 2. substantive.
✅ 1. promise; 2. meaningful (detailed and complete) — undertakes to acknowledge 表示承诺会确认收到，substantive response 指实质性的回应，而非仅仅模板确认。
💡 技巧：服务协议的阅读重点在于识别权利与义务的分配。遇到条件句（如 should a fault persist...）要理解其法律含义。注意否定表述（not liable for）和限定语（pro-rata、within 14 days），这些往往是考点。
听力 Listening Section 1 · AUS
情景：顾客致电航空公司投诉行李丢失，客服记录信息
Agent
Good morning, Aurora Airways. You're through to Michael. How can I help?
Customer
Hi, I need to report a missing bag. I arrived on flight AU 438 from Perth this morning.
Agent
I see. I'm sorry for the inconvenience. Can I take your name and booking reference?
Customer
Sure. It's Claire Dunphy, booking reference M4Y7K3. The bag is a large dark blue Samsonite.
Agent
Thank you. Let me just log that. When did you last see the bag, Ms Dunphy?
Customer
At the check-in counter in Perth. It didn't appear on the carousel in Sydney.
Agent
Okay. I'll file a report now. Normally bags are located within 24 hours. We'll contact you as soon as we have an update.
Customer
That's fine, but I need it urgently. I have medication in the bag. What if it's lost permanently?
Agent
If it's not found within 48 hours, you can claim compensation. But let's not get ahead of ourselves — most bags turn up quickly.
gap_fill1.The customer's booking reference is ___.
✅ M4Y7K3 — 顾客明确给出 reference。
MCQ2.What is the colour of the missing bag?
- A Black
- B Dark blue
- C Green
✅ B — 顾客说 'dark blue Samsonite'。
MCQ3.Why is the customer particularly anxious about the bag?
- A It contains expensive clothes
- B It contains medication
- C It contains important documents
✅ B — She said 'I have medication in the bag'。
gap_fill4.The agent says most bags are located within ___ hours.
✅ 24 — Normally bags are located within 24 hours。
TFNG5.The customer will definitely receive compensation if the bag is lost.
✅ FALSE — Agent 说可以索赔，但用了 'if' 和 'claim'，并非绝对保证。
💡 技巧：Section 1 的投诉电话语速适中，重点抓取具体信息（编号、时间、物品特征）。注意说话人的担忧语气，通常会暗示额外需求（如 medication）。熟悉航空公司常用表达：'turn up' 表示找到，'get ahead of ourselves' 表示没必要过早担心。
写作 Writing Task 1 (letter)（formal） · 目标 180 词
You recently purchased a software package from an online store, but it does not function as advertised. Write a letter to the company. In your letter: - describe the problems you have encountered - explain why you believe the product is faulty - state what you want the company to do
Dear Sir or Madam,
I am writing to formally express my dissatisfaction with a software package I purchased from your online store on 15 June. The product, 'EasyFinance Pro', was advertised as an all-in-one accounting solution for small businesses, yet it has failed to perform even its most basic functions.
Upon installation, I encountered persistent errors when attempting to generate invoices. The system would freeze and, on several occasions, it corrupted existing data files. Furthermore, the advertised compatibility with Mac operating systems has proven to be entirely misleading; the software simply crashes on launch. I have followed all the troubleshooting steps recommended on your support page, but to no avail.
In light of these issues, I believe the software does not conform to its description and is therefore not fit for purpose, which constitutes a breach of the Australian Consumer Law. I therefore request that you provide a full refund of $199.99 and arrange for the deletion of my account data. I have attached screenshots of the errors for your reference.
I trust you will resolve this matter promptly. I look forward to your reply within 14 days.
Yours faithfully,
[Your Name]
逐句标注
任务“I am writing to formally express my dissatisfaction”开宗明义，使用正式短语 formally express，明确投诉目的。
语法“the advertised compatibility ... has proven to be entirely misleading”被动语态（has proven to be）+ 程度副词 entirely，客观且有力。
衔接“In light of these issues”使用本课语法点 in light of 自然衔接问题与诉求。
词汇“does not conform to its description and is therefore not fit for purpose”精准法律用语 conform to / fit for purpose，展现高分词汇。
语法“which constitutes a breach of the Australian Consumer Law”定语从句 + 正式名词 breach，增强法律依据。
衔接“I trust you will resolve this matter promptly”礼貌但坚定的收尾，trust 比 hope 更正式并隐含期望。
🎯 本档语言特征：完全符合正式信函语域：开头的 Dear Sir or Madam 与结尾 Yours faithfully 正确匹配；内容简明扼要，逻辑清晰（问题-原因-诉求）；语言客观克制，使用被动、名词化（non-conformance）、正式衔接词；词汇精准，如 conform to, constitutes a breach；语法无瑕；格式规范。
↑ 再上一档：此范文为8.5天花板。生产时注意：① 避免过度情绪化词汇（如 disgusting, terrible）；② 诉求明确且具体（full refund of $199.99）；③ 适时援引法律（Australian Consumer Law）增加分量，但不要杜撰具体法条编号，以免不实；④ 保持礼貌但坚定的语气。
口语 Speaking
Part 1
Q: Have you ever had to complain about a service?
Yes, a couple of times, actually. The most recent was with my internet provider. The connection kept dropping and they seemed unable to fix it despite several technician visits. I ended up lodging a formal complaint through their online portal and eventually got some compensation. It was a tedious process, but I think it's important to hold companies to account.
💡 自然讲述，使用 lodge a formal complaint, hold companies to account 等地道表达。
Q: Do you think people in your country are good at complaining?
I'd say it varies. Culturally, there can be a tendency to avoid confrontation, so some people just put up with poor service. But increasingly, especially among younger generations, there's an awareness of consumer rights and a willingness to speak up. Social media has certainly made it easier to voice complaints publicly.
💡 辨证回答，使用 put up with, voice complaints 等短语，体现语言广度。
Part 2 · 提示卡
Describe a time when you received poor service. You should say: - what the service was - when and where it happened - how you felt about it - and explain what you did in response
I recall a particularly frustrating experience with a courier company last year. I'd ordered a birthday present for my mother, and it was meant to be delivered on a Saturday, but it didn't arrive. I waited all day and even stayed in, missing a social event, because the tracking app kept saying 'out for delivery'. It never came.
What made it worse was the customer service when I called. The representative was dismissive and implied I might have given the wrong address. I found that quite insulting, to be honest, because I'd double-checked the details.
In the end, I did two things: I wrote a detailed email of complaint to the company, outlining the timeline and the poor communication, and I requested a refund of the delivery fee. I also left an honest review on their website, warning others about the unreliable tracking. The refund was processed, but more importantly, they later emailed to say they were reviewing their procedures, so perhaps some good came of it.
💡 故事完整，使用 frustrating, dismissive, insulting 等情感词，并有解决问题的步骤，体现词汇和连贯性。最后一句'perhaps some good came of it' 展示了乐观态度。
Part 3
Q: Why do you think some companies provide poor customer service?
There are several reasons. Sometimes it's simply understaffing or inadequate training; employees don't have the skills or resources to handle complaints effectively. In other cases, it might be a cultural issue within the company — if management prioritises profits over customer satisfaction, that attitude trickles down. And, regrettably, in monopolistic industries where customers have few alternatives, there's less incentive to excel.
💡 从多角度分析：资源不足、企业文化、市场垄断，使用 understaffing, trickles down, monopolistic 等词。
Q: What rights should consumers have when they receive poor service?
Well, at the very least, they should be entitled to a repair, refund, or replacement, depending on the severity of the problem. That's enshrined in consumer law in many countries. Beyond that legal minimum, I believe consumers should have the right to be heard and to receive a timely and courteous response. No one should be made to feel they're an inconvenience simply because they've raised a legitimate concern.
💡 先谈法律权利（enshrined in law），再谈期望（be heard, courteous response），展现深度。
高频短语
hold a company to account — 追究公司责任
put up with — 忍受
voice complaints — 表达投诉
trickle down — （态度等）逐渐向下传递
enshrined in law — 法律所规定的
应试策略
8.5的正式申诉信：结构清晰（不满-问题-诉求），语域高度一致，用词正式且精准。避免模板化开头，直接切入正题。合理运用被动、名词化、正式衔接词，但保持句子流畅，不生硬。范文即标杆。
本档提分建议
达到8.5需满足：① 书信格式与语域完全匹配（如 Dear Sir or Madam 配 Yours faithfully）；② 投诉内容具体、有理有据，不惜笔墨描述问题细节；③ 诉求明确且合理；④ 语言零错误，正式表达灵活运用，无过度口语化；⑤ 整体语气礼貌但坚定，展现成熟消费观。