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  I was shocked to find ...purchased on ...at... by us didn’t function well。


Write a letter to your university canteen, making suggestions for improving its service. You should write about 100 words on ANSWER SHEET .

When you pre-order something from Amazon, we guarantee you the lowest price offered by us between your order time and the end of the day of the release date. “I just received notice of a $5 refund to my credit card for pre-order price protection. . . What a great way to do business! Thank you very much for your fair and honest dealings.” Most customers are too busy themselves to monitor the price of an item after they pre-order it, and our policy could be to require the customer to contact us and ask for the refund. Doing it proactively is more expensive for us, but it also surprises, delights, and earns trust.

  Dear Gentlemen,

  Sincerely yours,


Amazon.com, Inc.

  Suppose you have been cheated by anadvertisement in a magazine;write a letter of about 100 words to the government officer complaining about the bad effect the ad brought to you。


Yours sincerely,

We build automated systems that look for occasions when we’ve provided a customer experience that isn’t up to our standards, and those systems then proactively refund customers. One industry observer recently received an automated email from us that said, “We noticed that you experienced poor video playback while watching the following rental on Amazon Video On Demand: Casablanca. We’re sorry for the inconvenience and have issued you a refund for the following amount: $2.99. We hope to see you again soon.” Surprised by the proactive refund, he ended up writing about the experience: “Amazon ‘noticed that I experienced poor video playback…’ And they decided to give me a refund because of that? Wow…Talk about putting customers first.”

  I would be grateful if you could do something to put astop to these deceptive ads and the continuing exploitation of other backache sufferers。


As a regular customer, I am writing this letter to complain about the quality of dictionary bought from the bookone.com.

Our heavy investments in Prime, AWS, Kindle, digital media, and customer experience in general strike some as too generous, shareholder indifferent, or even at odds with being a for-profit company. “Amazon, as far as I can tell, is a charitable organization being run by elements of the investment community for the benefit of consumers,” writes one outside observer. But I don’t think so. To me, trying to dole out improvements in a just-in-time fashion would be too clever by half. It would be risky in a world as fast-moving as the one we all live in. More fundamentally, I think long-term thinking squares the circle. Proactively delighting customers earns trust, which earns more business from those customers, even in new business arenas. Take a long-term view, and the interests of customers and shareholders align.

  We wish to make the following complaints to you and hope you can do something about it。

图片 1


April 2013


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I would like to thank you very much for your kind hospitality and the honor you showed me during my recent visit to your university.

“Thank you. Every time I see that white paper on the front page of Amazon, I know that I’m about to get more for my money than I thought I would. I signed up for Prime for the shipping, yet now I get movies, and TV and books. You keep adding more, but not charging more. So thanks again for the additions.” We now have more than 15 million items in Prime, up 15x since we launched in 2005. Prime Instant Video selection tripled in just over a year to more than 38,000 movies and TV episodes. The Kindle Owners’ Lending Library has also more than tripled to over 300,000 books, including an investment of millions of dollars to make the entireHarry Potterseries available as part of that selection. We didn’t “have to” make these improvements in Prime. We did so proactively. A related investment – a major, multi-year one – is Fulfillment by Amazon. FBA gives third-party sellers the option of warehousing their inventory alongside ours in our fulfillment center network. It has been a game changer for our seller customers because their items become eligible for Prime benefits, which drives their sales, while at the same time benefitting consumers with additional Prime selection.



Yours sincerely,

Founder and Chief Executive Officer

  I trust you will take my comlaints seriously and.。。

  2)demand a prompt solution

I would like to travel to Mount Huangshan this summer. I would be most grateful if you could send me information regarding the following aspects.

As proud as I am of our progress and our inventions, I know that we will make mistakes along the way – some will be self-inflicted, some will be served up by smart and hard-working competitors. Our passion for pioneering will drive us to explore narrow passages, and, unavoidably, many will turn out to be blind alleys. But – with a bit of good fortune – there will also be a few that open up into broad avenues.



Dear Smith,

One advantage – perhaps a somewhat subtle one – of a customer-driven focus is that it aids a certain type of proactivity. When we’re at our best, we don’t wait for external pressures. We areinternallydriven to improve our services, adding benefits and features, before we have to. We lower prices and increase value for customers before we have to. We invent before we have to. These investments are motivated by customer focus rather than by reaction to competition. We think this approach earns more trust with customers and drives rapid improvements in customer experience – importantly – even in those areas where we are already the leader.

图片 2


Dear Sir or Madam,

Jeffrey P. Bezos

  Enclosed is an ad which appeared in a magazine for adevice which was claimed to cure back problems。

  I would like to have this matter settled by the end of…

1) briefly introduce the camp activities, and

I can keep going – Kindle Fire’s FreeTime, our customer service Andon Cord, Amazon MP3’s AutoRip – but will finish up with a very clear example of internally driven motivation: Amazon Web Services. In 2012, AWS announced 159 new features and services. We’ve reduced AWS prices 27 times since launching 7 years ago, added enterprise service support enhancements, and created innovative tools to help customers be more efficient. AWS Trusted Advisor monitors customer configurations, compares them to known best practices, and then notifies customers where opportunities exist to improve performance, enhance security, or save money. Yes, we are actively telling customers they’re paying us more than they need to. In the last 90 days, customers have saved millions of dollars through Trusted Advisor, and the service is only getting started. All of this progress comes in the context of AWS being the widely recognized leader in its area – a situation where you might worry that external motivation could fail. On the other hand, internal motivation – the drive to get the customer to say “Wow” – keeps the pace of innovation fast.


  I am writing this letter to complain the quality of your product—an electronic dictionary I bought in your online shop last week. Today, I find the dictionary does not operate properly. For some reasons, the battery can work only two days after last charging. What is worse, the pronounce button of it does not function. Last but the worst, the screen will shut down unexpectedly and randomly.

Dear Prof. Smith,

We also have authors as customers. Amazon Publishing has just announced it will start paying authors their royalties monthly, sixty days in arrears. The industry standard is twice a year, and that has been the standard for a long time. Yet when we interview authors as customers, infrequent payment is a major dissatisfier. Imagine how you’d like it if you were paid twice a year. There isn’t competitive pressure to pay authors more than once every six months, but we’re proactively doing so. By the way – though the research was taxing, I struggled through and am happy to report that I recently saw many Kindles in use at a Florida beach. There are five generations of Kindle, and I believe I saw every generation in use except for the first. Our business approach is to sell premium hardware at roughly breakeven prices. We want to make money when people use our devices – not when people buy our devices. We think this aligns us better with customers. For example, we don’t need our customers to be on the upgrade treadmill. We can be very happy to see people still using four-year-old Kindles!



2) explain the reasons,

I am incredibly lucky to be a part of this large team of outstanding missionaries who value our customers as much as I do and who demonstrate that every day with their hard work. As always, I attach a copy of our original 1997 letter. Our approach remains the same, and it’s still Day 1.



I would like to get a refund or at least change it for a new one. And I trust that you will now consider this matter seriously and make an effort to prevent the recurrence of this kind.

As I write this, our recent stock performance has been positive, but we constantly remind ourselves of an important point – as I frequently quote famed investor Benjamin Graham in our employee all-hands meetings – “In the short run, the market is a voting machine but in the long run, it is a weighing machine.” We don’t celebrate a 10% increase in the stock price like we celebrate excellent customer experience. We aren’t 10% smarter when that happens and conversely aren’t 10% dumber when the stock goes the other way. We want to be weighed, and we’re always working to build a heavier company.


  Suppose you have found something wrong with the electronic dictionary that you bought from an online store the other day ,Write an email to the customer service center to

You want to apply for the following job: a personal secretary to the general manager, write a letter to Mr. Byron to:

To our shareowners:



Peking University

As regular readers of this letter will know, our energy at Amazon comes from the desire to impress customers rather than the zeal to best competitors. We don’t take a view on which of these approaches is more likely to maximize business success. There are pros and cons to both and many examples of highly successful competitor-focused companies. We do work to pay attention to competitors and be inspired by them, but it is a fact that the customer-centric way is at this point a defining element of our culture.



I do hope to have a better canteen. And I would be highly grateful if you could take my suggestions into consideration.



Li Ming



2) describe yourself, and

  I’m sorry to point out the defect in the.。。

  Dear Sir or Madam,

The main reason for reducing my course load is that I find it extremely difficult to manage six courses. Because I really have to work part time, I have no other choice but to decrease my course load. Besides, I would also like to request a tuition refund. I am sorry for any inconveniences I have caused by this change in plans.



I would like to remind you that we are in need of a telephone for each dormitory. As university students, we need to cope with the daily increasing communications with teachers, friends and people outside the campus.


  Zhang Wei

Dear Sir or Madam,


  I wish to draw your attention to the problem/fault…that I bought…

Li Ming

  Sincerely yours,

  I understand you will give immediate attention to this matter.

(1)Your purpose. (2) The reasons. (3)Your sincere hope.

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  You should write about 100words on ANSERE SHEET 2.Do not sign your own name at the end of the letter ,Use “Zhang Wei” instead.

Yours sincerely,

  Four months ago I mailed the money that ordered andsoon received the device and instruction for its use. My mother followed these instructions to the letter.Not only did her back pain persist, but in soon it began to worsen. After a month she stopped using the device and made an appointment with her doctor 。“These devices are worthless,”the doctor said. I told the company of the experience, and asked for a refund. They didn’t even respond。

  As the machine is under warranty, I would like to exchange it for another one or get a refund. I am looking forward to your reply at your earliest convenience.


  I strongly insist that you change...as soon as possible。

  It is with great reluctance that I must inform you that…

Sincerely yours,



Li Ming(无符号,千万不要打点)


  I am writing to advise you that I find…unsatisfactory.

We need a telephone to get and send message, which is important for us. Though most of us have mobile phones and e-mail address, a telephone in the dormitory is after all the most convenient and cheapest tool of communication.


  I must have you fully understand that without a satisfying solution, I will reserve my right to take legal action.

Dear Mr. Byron,

  I would appreciate it very much if you could give me the refund。

  1)make a complaint and

Li Ming





  I’m writing to you because I need to complain to you about.。。


Finally, I wish I can have an opportunity to repay your kindness when you come to China in the near future. Again with many thanks.

I hope that you will pay attention to this problem and solve it as soon as possible.



Please accept my congratulations again. And I do believe you and your firm will achieve one success after another.

Sincerely yours,

2) give reasons for your complaints.

Enclosed is my resume to provide additional information. Thank you for your time and consideration. I am looking forward to your reply at your earliest convenience.

1) show your interest,

Yours sincerely,

Write a letter inquiring a travel agency about the trip to Mount Huangshan. Some necessary details must be included. Do not sign your own name at the end of your letter, using “Li Ming” instead.



Subject: Telephone fixing

June 20, 2014

It was nice of you to introduce me so many of famous professors and celebrated scholars at your university. I feel obliged to you for the selfless assistance you render me. I appreciate it more than I can say.

To begin with, I wonder whether you could provide more varieties of food. We do not have many options when eating in our canteen now. To continue, some students have complained about the price of the food there, would you please lower it down?


1) complain the poor quality of the dictionary, and

I ordered an Oxford Dictionary of Contemporary English a week ago. Apart from the delayed delivery, many pages in the dictionary are missing and some of the pages are reversed, which are totally unacceptable to me.

Those who are interested in taking part in it may sign up with the monitor of their classes before June 30, 2014.

Li Ming

I am fully confident that I am the right candidate. To begin with, I major in secretary and will graduate from Peking University. I have a good academic performance in school and have been the top five students for four years in my grade. In addition, I am an open-minded, cooperative and ready-to-help girl.

First, my family will come with me. Therefore, I would like to know the details about this trip, such as the accommodation, the plans and the money it will cost. Besides, how do you deliver these materials to me? What’s the deadline before we make the final decision? How do I pay for you?

Directions: Suppose your university is going to host a summer camp for high school students. Write a notice to


Thank you for your attention. I am looking forward to your immediate response.

I am writing to apply for(求职) the position as the personal secretary to the general manager./(求学)(the opportunity for further study in your university).

Yours sincerely, (逗号)

I am writing to formally request to withdraw from two courses: Introduction to Elementary Education and Teaching Methods.


Direction: You just bought an English dictionary from a famous e-commerce site only to find it not as good as you expected. Write an email to the customer service center to

3) ask if it is possible to obtain a refund.

To: The leader of student service department

Dear Professor Smith,

Directions: You find your study load is too heavy. Write a letter to your college teacher: 1) you need to withdraw from two courses,

The final realization of your long-cherished dream should be attributed to your diligence, persistence and ambition. I am glad that your consistent pursuit of dream is rewarded now. As a good friend of you, I advise you to keep your ambition. Moreover, in response to challenges, please never overestimate the difficulties and underestimate your ability.


Thus, volunteers for this camp are badly needed to assist us in organizing the relevant affairs, including reception, distribution of documents, etc. Candidates must have adequate patience with the adolescents. Besides, the volunteers ought to have outstanding skills at English. Students who have previous experience as volunteers are preferred.

2) call for volunteers.

Write a memorandum of about 100 words to the student service department and ask them to fix a telephone for each dormitory. Your Memo should include:


You have just returned from a visit to a university in Great Britain. And you were warmly treated there by Professor Smith. Please write a letter to express your thanks to him for his hospitality.

To enrich extracurricular activities, our school intends to hold a summer camp for students from high school on July 6, 2015. The event will include English learning and basketball games.

Date: Aug. 8, 2013

I am a student of our university, who often have meals in our canteen. Generally speaking, our canteen provides quite good food. However, I still have some suggestions for you to make our canteen more popular among students.

Thank you for your attention to these requests. If you have any questions, please feel free to contact me at 82036600. I look forward to hearing from you soon.


I was happy to learn that you had opened your own firm and I would like to express my warmest congratulations.

Li Ming

Dear Mr. Wang, (大家注意此处是逗号)

Li Ming


Directions:Your friend Smith told you he had started his own business. Write a letter to him to congratulate him and give him some helpful suggestions.


From: Li Ming

3) explain why you would be suitable for the job.