Ko pišemo pritožbo v angleškem jeziku, je potrebno upoštevati kar nekaj pravil, tako oblikovnih kot slogovnih.
Poglejmo si primer pritožnega pisma.
The Manager
The Grand Hotel
York Road
Harrogate
14641 ISP
Dear Sir/Madam,
My husband and I have just returned from a weekend at your hotel. We had been looking forward to a peaceful break in luxurious surroundings, as promised in your brochure, and recommended by friends. Unfortunately, the weekend did not live up to our expectations.
Our main complaint is that, despite, having booked several months in advance, when we arrived we were told that the Main hotel was full with conference delegates and we were put in an annex behind the hotel. To begin with, the room we were given was extremely cold. The noise of traffic kept us awake most of the night because the annex is right beside the main road. In addition, the bed was uncomfortable because the mattress was old and lumpy.
Finally, to add insult to injury, the bathroom had not been cleaned. Clearly the accommodation in this part of the hotel is not up to the high standard of the main building. We had paid in advance; however, we would not have proceeded with the booking if we had known that a room in the main hotel would not be available. We are particularly disappointed since the weekend was a special occasion for us, to celebrate my husband’s birthday. We are extremely annoyed that, apparently, large parties take priority over individual guests regardless of when bookings are received.
Despite our dissatisfaction with the room, we have no complaint with the lovely food, or high standard a service from the staff. We believe that you would wish as and our friends to use the hotel again. We trust therefore that you will take this matter seriously, and look forward to hearing from you by return with an appropriate offer of compensation.
Yours faithfully
Mrs. A. Z. Jones
Kot vidite je pismo razdeljeno na 4 odstavke, od katerih ima vsak svojo vlogo:
- odstavek: ozadje za pritožbo
- odstavek: jedro pritožbe, podrobnosti
- odstavek: stopnja razočaranja z utemeljitvijo
- odstavek: prošnja po odškodnini ali nadomestilu
Kako se torej učinkovito pritožiti? Upoštevajte sledeče nasvete:
- Držite se knjižne oblike jezika in pišite čim bolj formalno: we would not have proceeded (= not gone ahead with), we trust that (= we are sure that)…
- Nizajte konkretne primere: the main hotel was ful, the room was cold…
- Razvrstite svoje točke pisanja v logičnem redu: to begin with, in addition, finally…
- Vaše pisanje naj kaže odločnost: extremely cold, particulary disappointed…
- Ne bodite agresivni. Uporabljajte pasivne oblike glagolov, s čimer ustvarite občutek skupinske krivde, ne individualne: we were told, we were put…
- Predlagajte časovni okvir za odgovor: by return
- Nakažite, da pričakujete pozitiven odgovor: we trust that…, we look forward to…
- S svojim pisanjem skušajte izvabiti sočutje, s tem da razložite ozadje: we had been looking for a peaceful place, the weekend was a special occasion…
- Bodite prepričljivi: unfortunately, despite, therefore…
- Omenite pozitivne stvari: lovely food, high standard or service…
- Nakažite, da bi se vas lahko prepričalo, da spregledate nevšečnost, ki ste jo bili deležni: we believe that you would wish us to return…
