BEC中級大作文真題解析【report】
今天小編爲大家帶來BEC中級大作文真題的題目講解及範文，一起來看看吧~
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
根據商務信函中提到的“1事2人1材料5要點”提示信息歸納，我們可分析出該題中的“1事”爲報告顧客投訴情況；“2人”：“你”是郵購公司客服部的員工，閱讀者是“你”的頂頭上司，即line manager，直譯爲“直線經理”；“1材料”是1月至3月的顧客投訴統計圖表和對三個月投訴原因的百分比分析。
內容與形式
內容方面，商務報告強調材料和手寫要點缺一不可，比如報告中應當包括圖表數據變化的特徵，如2月投訴銳增，3月投訴減少，對應的手寫要點１和２是對圖表數據變化原因的分析，如2月投訴銳增是因爲計算機系統崩潰，而3月投訴減少的原因是引入新的訂貨系統。又如報告中應提到顧客抱怨的主要原因是投遞時間過長，佔總投訴的56%，而要點3、4和5是提出減少投訴的方法，如3月誤投的減少；降低投遞時間，內容可展開爲增加投遞員工或者更好地劃分投遞區域等；改進所投遞產品的質量，重新選擇產品生產公司等，這裏需要一定的商務背景知識。其實讀者不難發現，BEC寫作題目體現了提出問題、分析問題、解決問題的思路，在潛移默化地傳遞着解決商業實際問題的思考過程。
形式方面，商務報告一般需要標題，本題可採用Report on Customer Complaints (2002 Jan.～Mar.)作爲標題。主體部分通常採用大寫的小標題理清結構：介紹(INTRODUCTION)，概括寫報告的目的，比如彙報顧客投訴情況，分析原因，並提出解決辦法。發現(FINDINGS)，發現部分應根據內容進行分段，比如按照月份投訴情況和三個月投訴原因分析分成兩大部分：首先概括圖表特徵，包括１和２兩個要點，接下來整體分析1月到3月投訴原因的百分比並提出解決辦法，包括３、４和５三個要點。段落內部也可以採用商業報告中常用的項目符號標記要點。結論(CONCLUSIONS)，對投訴情況和解決辦法進行概括，比如針對顧客投訴問題，已經採取了有效的對策。
範文：
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.
