2008年BEC考试答题技巧 写作(2)

　　Part two
　　◇You work in the Customer Services Department of a mail-order company. You have been asked to prepare a short report for your line manager about complaints.
　　◇Look at the information below, on which you have already made some handwritten notes.
　　◇Then, using all your handwritten notes, write your report.
　　◇Write 120~140 words.
　　根据商务信函中提到的"1事2人1材料5要点"提示信息归纳，我们可分析出该题中的"1事"为报告顾客投诉情况；"2人"："你"是邮购公司客服部的员工，阅读者是"你"的顶头上司，即line manager，直译为"直线经理"；"1材料"是1月至3月的顾客投诉统计图表和对三个月投诉原因的百分比分析。
　　内容方面
　　商务报告强调材料和手写要点缺一不可，比如报告中应当包括图表数据变化的特征，如2月投诉锐增，3月投诉减少，对应的手写要点１和２是对图表数据变化原因的分析，如2月投诉锐增是因为计算机系统崩溃，而3月投诉减少的原因是引入新的订货系统。又如报告中应提到顾客抱怨的主要原因是投递时间过长，占总投诉的56%，而要点3、4和5是提出减少投诉的方法，如3月误投的减少；降低投递时间，内容可展开为增加投递员工或者更好地划分投递区域等；改进所投递产品的质量，重新选择产品生产公司等，这里需要一定的商务背景知识。其实读者不难发现，BEC写作题目体现了提出问题、分析问题、解决问题的思路，在潜移默化地传递着解决商业实际问题的思考过程。
　　形式方面
　　商务报告一般需要标题，本题可采用Report on Customer Complaints (2002 Jan.～Mar.)作为标题。主体部分通常采用大写的小标题理清结构：介绍(INTRODUCTION)，概括写报告的目的，比如汇报顾客投诉情况，分析原因，并提出解决办法。发现(FINDINGS)，发现部分应根据内容进行分段，比如按照月份投诉情况和三个月投诉原因分析分成两大部分：首先概括图表特征，包括1和2两个要点，接下来整体分析1月到3月投诉原因的百分比并提出解决办法，包括3、4和5三个要点。段落内部也可以采用商业报告中常用的项目符号标记要点。结论(CONCLUSIONS)，对投诉情况和解决办法进行概括，比如针对顾客投诉问题，已经采取了有效的对策。
　　范文示例
　　Report on Customer Complaints (2002 Jan.～Mar.)
　　INTRODUCTION
　　This report has the purpose of presenting the reasons for customer complaints in 2002.
　　FINDINGS
　　The customer complaints received in 2002 were 300 in January. Then they increased to 540 in February because of the computer system's breakdown. In March they fell to 230 because an improved order system was introduced.
　　The reasons for complaints from January to March were analyzed:
　　●First, the company received complaints for incorrect orders delivered. Such errors were fewer in March.
　　●Second, the delivering time is too long, and the company has planned to recruit new agents.
　　●Finally, customers complained about the poor product quality. In order to solve this problem more quality controls have been introduced.
　　CONCLUSIONS
　　At the moment not all the customers are satisfied but some measures have been taken to improve their satisfaction.