Task 1 — Thư khiếu nại (Complaint Letter)
Thư khiếu nại yêu cầu bạn viết thư phản ánh vấn đề với sản phẩm, dịch vụ hoặc tình huống không hài lòng. Giọng văn cần lịch sự nhưng kiên quyết, tránh dùng ngôn từ thô lỗ.
1. Cấu trúc thư khiếu nại
| Phần | Nội dung | Số câu |
|---|---|---|
| Mở thư | Nêu mục đích: khiếu nại về vấn đề gì | 1-2 câu |
| Thân bài 1 | Mô tả chi tiết vấn đề (khi nào, ở đâu, chuyện gì xảy ra) | 2-3 câu |
| Thân bài 2 | Hậu quả / ảnh hưởng + yêu cầu giải quyết | 2-3 câu |
| Kết thư | Mong đợi phản hồi / hành động cụ thể | 1-2 câu |
2. Useful Phrases — Thư khiếu nại
Mở thư:
- I am writing to express my dissatisfaction with…
- I am writing to complain about… / to bring to your attention…
Mô tả vấn đề:
- On [date], I purchased / used / visited…
- Unfortunately, the product/service was… / did not meet my expectations.
- To make matters worse, …
Yêu cầu giải quyết:
- I would appreciate it if you could… / I would like to request a full refund.
- I believe I am entitled to a replacement / compensation.
- I trust that you will take immediate action to resolve this matter.
Kết thư:
- I look forward to your prompt response.
- If this matter is not resolved within [time], I will be forced to take further action.
3. Đề mẫu
You recently bought a laptop online but it arrived damaged. Write a letter to the store manager. In your letter:
- describe what happened when you received the product
- explain how this has affected you
- say what action you would like the store to take
Write at least 120 words.
4. Bài viết mẫu (~150 từ)
Dear Sir/Madam,
I am writing to express my dissatisfaction with a laptop I purchased from your online store on July 15th. The order number is #A20267.
When the package arrived on July 18th, I noticed that the screen was cracked and there were several scratches on the body. It was clear that the product had been damaged during shipping due to poor packaging. The laptop was wrapped only in a thin plastic bag without any protective material.
As a result, I am unable to use the laptop for my work, which has caused me significant inconvenience. I have already missed an important deadline because of this situation.
I would appreciate it if you could send me a replacement as soon as possible or provide a full refund. I have attached photos of the damaged product as evidence.
I look forward to your prompt response.
Yours faithfully,
Tran Thi B
5. Phân tích bài mẫu
| Tiêu chí | Nhận xét |
|---|---|
| Task Achievement | Đủ 3 ý: mô tả sản phẩm hỏng, ảnh hưởng (trễ deadline), yêu cầu đổi/hoàn tiền |
| Coherence | Liên kết tốt: "As a result", "because of this situation" |
| Vocabulary | Từ vựng phù hợp: dissatisfaction, protective material, significant inconvenience |
| Grammar | Bị động (had been damaged), câu điều kiện lịch sự (I would appreciate it if you could…) |