I.Learning Objectives

1. Grasp sentencepatterns concerning complaints;

2. Learn how towrite a complaint letter;

3. Learn how todeal with complaints.

II.Learning Requirements

1. Discusson the preview questions on Section III;

2. Finishstudying 1 video given by the lecturer in 3.8;

3. Finishself-learning about the learning material in 3.8;

4. Finish all theexercises in 3.8;

5. Finish theextra reading.

III.Preview Questions

1. What are thecommon forms of complaints?

2. Please listsome sentence patterns that can be adopted in complaints.

3. How to write aletter of complaint?

4. How to dealwith Quitting travel?

IV.Key Words / Useful Sentences / Sentence Structures

1. Ihave to make a complaint that... 我要投诉...

2. I’mterribly sorry about this. 我非常抱歉。

3. Thefirst problem I encountered was that 我遇到的第一个问题是

4. smilegraciously 面带微笑

5. remain calm 保持冷静

6. at differentstages of travel 在不同阶段的旅行时段

7. refund 补偿

Video 1