今天小編為大家?guī)?lái)BEC中級(jí)大作文真題的題目講解及范文，一起來(lái)看看吧~

真題：

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.

　　
題目解讀
根據(jù)商務(wù)信函中提到的“1事2人1材料5要點(diǎn)”提示信息歸納，我們可分析出該題中的“1事”為報(bào)告顧客投訴情況；“2人”：“你”是郵購(gòu)公司客服部的員工，閱讀者是“你”的頂頭上司，即line manager，直譯為“直線經(jīng)理”；“1材料”是1月至3月的顧客投訴統(tǒng)計(jì)圖表和對(duì)三個(gè)月投訴原因的百分比分析。

內(nèi)容與形式
內(nèi)容方面，商務(wù)報(bào)告強(qiáng)調(diào)材料和手寫(xiě)要點(diǎn)缺一不可，比如報(bào)告中應(yīng)當(dāng)包括圖表數(shù)據(jù)變化的特征，如2月投訴銳增，3月投訴減少，對(duì)應(yīng)的手寫(xiě)要點(diǎn)１和２是對(duì)圖表數(shù)據(jù)變化原因的分析，如2月投訴銳增是因?yàn)橛?jì)算機(jī)系統(tǒng)崩潰，而3月投訴減少的原因是引入新的訂貨系統(tǒng)。又如報(bào)告中應(yīng)提到顧客抱怨的主要原因是投遞時(shí)間過(guò)長(zhǎng)，占總投訴的56%，而要點(diǎn)3、4和5是提出減少投訴的方法，如3月誤投的減少；降低投遞時(shí)間，內(nèi)容可展開(kāi)為增加投遞員工或者更好地劃分投遞區(qū)域等；改進(jìn)所投遞產(chǎn)品的質(zhì)量，重新選擇產(chǎn)品生產(chǎn)公司等，這里需要一定的商務(wù)背景知識(shí)。其實(shí)讀者不難發(fā)現(xiàn)，BEC寫(xiě)作題目體現(xiàn)了提出問(wèn)題、分析問(wèn)題、解決問(wèn)題的思路，在潛移默化地傳遞著解決商業(yè)實(shí)際問(wèn)題的思考過(guò)程。

形式方面，商務(wù)報(bào)告一般需要標(biāo)題，本題可采用Report on Customer Complaints (2002 Jan.～Mar.)作為標(biāo)題。主體部分通常采用大寫(xiě)的小標(biāo)題理清結(jié)構(gòu)：介紹(INTRODUCTION)，概括寫(xiě)報(bào)告的目的，比如匯報(bào)顧客投訴情況，分析原因，并提出解決辦法。發(fā)現(xiàn)(FINDINGS)，發(fā)現(xiàn)部分應(yīng)根據(jù)內(nèi)容進(jìn)行分段，比如按照月份投訴情況和三個(gè)月投訴原因分析分成兩大部分：首先概括圖表特征，包括１和２兩個(gè)要點(diǎn)，接下來(lái)整體分析1月到3月投訴原因的百分比并提出解決辦法，包括３、４和５三個(gè)要點(diǎn)。段落內(nèi)部也可以采用商業(yè)報(bào)告中常用的項(xiàng)目符號(hào)標(biāo)記要點(diǎn)。結(jié)論(CONCLUSIONS)，對(duì)投訴情況和解決辦法進(jìn)行概括，比如針對(duì)顧客投訴問(wèn)題，已經(jīng)采取了有效的對(duì)策。

范文：
　　
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.