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Joy English · 레벨 B2 · 격식 있는 이메일joy-english.com

격식을 갖춘 항의 이메일

이름:날짜:

공손하지만 단호한 항의문을 씁니다. 문제를 분명하게 설명하고, 정확한 세부 사항을 제시하며, 기대하는 조치를 말합니다.

Complaint regarding order number 48213

Dear Sir or Madam,

I am writing to complain about a desk lamp that I ordered from your online shop on 2 March (order number 48213), and about the way my enquiries have been handled since then.

The lamp was due to arrive within five working days, but it was not delivered until 21 March. Moreover, when I opened the package, I discovered that the base was cracked and the lamp did not work. Please find attached photographs of the damage and a copy of my receipt. I contacted your customer service team by email on 22 March and again on 29 March, but I have not yet received a reply, apart from an automatic message promising a response within 48 hours.

As a result, I have been without a working lamp for my home office for almost a month, which has been extremely inconvenient. I chose your shop because of its reputation for reliable service, so I am particularly disappointed. I would therefore be grateful if you could arrange for the faulty lamp to be collected and either send a replacement or provide a full refund within the next fourteen days.

I look forward to hearing from you at your earliest convenience.

Yours faithfully,

Daniela Ruiz

격식인가 비격식인가?

격식을 갖춘 항의 이메일에 가장 알맞은 선택지를 고르세요.

  1. Which opening is best when you do not know the reader's name?
    • a) Dear Sir or Madam,
    • b) Hi everyone,
    • c) To my friend at customer service,
  2. Which sentence best states the reason for writing?
    • a) I'm writing coz I'm really fed up with your hotel.
    • b) I am writing to complain about my recent stay at your hotel.
    • c) Your hotel is the worst in the world!
  3. Which is the most appropriate way to ask for action?
    • a) Give me my money back immediately.
    • b) I want a refund or else.
    • c) I would be grateful if you could refund the full cost of the ticket.
  4. The heating did not work. ___, there was no hot water for two days.
    • a) However
    • b) Furthermore
    • c) Nevertheless
  5. My flight was cancelled without warning. ___, I missed an important meeting.
    • a) As a result
    • b) Although
    • c) In contrast
  6. You started the email with 'Dear Mr Lindqvist'. How should you end it?
    • a) Yours faithfully,
    • b) Yours sincerely,
    • c) Love,
  7. Which is the most suitable final line?
    • a) I look forward to hearing from you.
    • b) Write back soon!
    • c) Bye for now.

격식 있는 표현 완성하기

각 격식 있는 표현을 완성하도록 단어를 하나씩 입력하세요.

  1. I am writing to ___ about the poor service I received on 4 June.
  2. I would be ___ if you could send a replacement as soon as possible.
  3. The parcel was ___ to arrive on Monday, but it did not arrive until Friday.
  4. I look forward to ___ from you.
  5. Please find ___ a copy of my receipt.
  6. I would appreciate it ___ you could reply within seven days.
  7. I wish to ___ my dissatisfaction with the way my complaint was handled.

쓰기 과제

당신은 최근 지역 학교에서 열린 주말 요리 강좌에 참석했지만 여러 가지 문제가 있었습니다(예: 강좌가 늦게 시작했고, 일부 기구가 없었으며, 한 회차가 예고 없이 취소되었습니다). 강좌 담당자 Mr Haddad에게 격식을 갖춘 이메일을 쓰세요. 무슨 일이 있었는지 설명하고, 그로 인한 결과를 묘사하며, 학교가 어떻게 해 주기를 바라는지 쓰세요.

180–260단어

내 글 확인

  • 격식 있는 인사말과 그에 어울리는 맺음말을 사용했습니다.
  • 첫 문단에서 글을 쓰는 이유를 밝혔습니다.
  • 날짜, 시간, 예약 번호 같은 정확한 세부 사항을 제시했습니다.
  • 문제들로 인한 결과를 설명했습니다.
  • 조치를 요청하는 분명하고 공손한 문장을 썼습니다(I would be grateful if ...).
  • 축약형과 비격식적이거나 감정적인 표현을 피했습니다.

정답

격식인가 비격식인가?

  1. a) Dear Sir or Madam,Dear Sir or Madam은 받는 사람의 이름을 모를 때 쓰는 표준적인 격식 인사말입니다.
  2. b) I am writing to complain about my recent stay at your hotel.이 문장은 분명하고 격식 있으며 공손합니다. 나머지 문장은 비격식적이거나 감정적입니다.
  3. c) I would be grateful if you could refund the full cost of the ticket.I would be grateful if you could ...를 쓴 간접적인 요청은 공손하면서도 단호합니다.
  4. b) FurthermoreFurthermore는 또 다른 문제를 덧붙입니다. However와 Nevertheless는 대조를 이끕니다.
  5. a) As a resultAs a result는 문제로 인한 결과를 이끕니다.
  6. b) Yours sincerely,인사말에 사람의 이름을 쓰면 영국 영어에서는 Yours sincerely를 씁니다.
  7. a) I look forward to hearing from you.I look forward to hearing from you는 표준적인 격식 마지막 문장입니다. 나머지는 비격식적입니다.

격식 있는 표현 완성하기

  1. complainI am writing to complain about ...은 항의하는 목적을 밝힙니다.
  2. grateful / obliged / thankfulI would be grateful if you could ...는 공손하고 격식 있는 요청입니다.
  3. due / supposed / expected / scheduled / meantWas due to arrive는 그 시간에 도착했어야 한다는 뜻입니다.
  4. hearinglook forward to에서 to는 전치사이므로 -ing 형태가 뒤따릅니다: hearing.
  5. attached / enclosedPlease find attached(이메일에서) 또는 enclosed(편지에서)는 보내는 문서를 소개합니다.
  6. ifI would appreciate it if you could ...는 격식 있는 요청입니다.
  7. express / voice / register의견이나 감사를 표현하듯이 불만도 표현한다고 말합니다.

모범 답안

Dear Mr Haddad,

I am writing to express my dissatisfaction with the weekend cooking course I attended at your school on 11 and 12 October (booking reference CK-2290).

According to your website, each session was due to start at 9 a.m. However, on the first day we waited for over an hour because the instructor had not been informed of the timetable. Furthermore, there were not enough chopping boards and pans for the twelve participants, so we had to share equipment and could not complete several recipes. On the second day, the afternoon bread-making session was cancelled without any explanation, even though it was the main reason I had chosen this course.

As a result, I received only about half of the teaching I had paid for. I also travelled for over an hour each way to attend, which makes the situation even more frustrating.

I would therefore appreciate it if you could refund half of the course fee, or alternatively offer me a free place on a future bread-making class. I would also be grateful if you could explain what steps you will take to prevent similar problems.

I look forward to your prompt reply.

Yours sincerely,

Kenji Morita

Joy English · 무료 영어 연습 · https://joy-english.com/ko/writing/formal-complaint