24
Yaxshi va yomon xizmat (B)
Darslik: 102–105-betlar
MaqsadRasmiy shikoyat xati (complaint letter): tuzilishi, ohang, ravishlar va talab ifodalash; rolli o‘yin.
Yangi so‘zlar
shikoyat · complaintkompensatsiya · compensationnuqsonli · faultykechikmoq · delay
Tushuntirish
Shikoyat xati tartibi: 1) nima sotib olingani va qachon, 2) muammo nima, 3) bu sizga qanday ta’sir qildi, 4) nimani talab qilasiz (refund, replacement, apology), 5) javob muddati. Ohang muloyim, lekin qat’iy: I am writing to complain about... I would appreciate it if you could... Please reply within seven days. Ravishlar aniqlik beradi: The parcel was delivered late and arrived badly damaged. Qo‘pol so‘z va tahdid ishlatmang, faktlarni (sana, buyurtma raqami) yozing. Past Simple muammoni, Present Perfect hozirgi natijani bildiradi: I have not received a reply yet.
Namunalar
I am writing to complain about the faulty speaker that I bought from your online shop on 3 March.
I would be grateful if you could refund the money or send me a replacement as soon as possible.
Sinfda faoliyat
Rolli o‘yin: «Customer – manager». Mijoz shikoyat qiladi (muloyim, qat’iy), menejer kechirim so‘raydi va yechim taklif qiladi.
Mashq
1
Which request is more suitable for a formal complaint? (a) Give me my money back now! (b) I would appreciate a full refund.
(b)
2
Add an adverb: The package arrived ___ damaged. (badly / bad)
badly
3
Write one sentence stating the problem and one stating what you want.
For example: The jacket I received has a broken zip. I would like a replacement.
4
Why should a complaint letter include the date and the order number?
They let the company find the order quickly and check what happened, so the problem can be solved faster.