外贸函电第三章__投诉业务

第六章 投诉业务 教学目标： 掌握在各种业务情境下，投诉信函的写作方法和技巧 掌握应对各种投诉的方法及回函写作技巧1.业务知识 投诉及其回函 1. 怎样写投诉函？ 投诉信函（ claim letter）由三个部分组成 ： （ 一）说明背景，（二）说明问题，（三）提出要求。 简要而清晰地说明事情的来龙去脉。如有需要，可提及必要的细节，为下面的投诉内容提供有力的根据。 说明问题所在，提出投诉内容，附以已经产生的后果。所涉投诉内容应力求详尽，为提出解决问题办法打下基础。避免使用生硬的情绪化语言来表示不满，应力求对所反映的问题写真、写实，还应提供证据。 提出合理的、建设性的解决问题办法，并在段尾简短、明了地说明希望继续保持业务往来的友好意愿。 2. 怎样回复投诉？ 对于投诉的回复，有两种可能 ， （ 1）投诉合理，投诉要求应尽力予以满足； （ 2）投诉不合理，投诉要求应予以拒绝。 （ 1）合理投诉的回复 对于合理投诉，回复信函应包含四个部分： 确认收到投诉信函 , 了解了投诉的内容，常用的开头语有： I refer to your letter of (具体时间 ) regarding Reference is made to your letter of (具体时间 ) regarding Thank you for your letter of (具体时间 ) concerning 本段也常加入对投诉表示感谢的语句，如： Thank you for bringing this matter into our attention. Thank you for giving us the opportunity to look into our delivery procedures. We appreciate your bringing this matter to our attention. 说明针对投诉所进行的调查以及调查的结果，如： I have checked with the transporters, and they inform me that the delay was due to poor weather conditions. Having checked with our suppliers, it is clear that the damage sustained by your order came about as a result of the poor weather conditions during transport. 主动承担责任并表示歉意，常用的道歉用语有： I really must apologize for the inconvenience which has been caused. I hope you have not been too inconvenienced. Please allow us to apologize for putting you to so much trouble. 提出具体处理办法 , 如： With this in mind, we are more than happy to replace the faulty disks. I shall arrange for a messenger to call at your shop within the next three days to collect then and to deliver, at the same time, a replacement batch of disks. 本段尾也常加以表示 “下不为例 ”的语句，以取得投诉人的信任与谅解，如： We assure you that in future we shall do all we can to avoid this error occurring again. We shall endeavor to make sure that this does not happen again. （ 2）无理投诉的回复 对于无理投诉，回复信函应包含四个部分： 确认收到投诉信函 , 了解了投诉的内容，常用的开头语同上： 说明针对投诉所进行的调查以及调查的结果； 说明非我方责任； 婉言拒绝对方要求，有时为了表示某种诚意，在婉言拒绝投诉要求的同时，回复中可提出妥协、让步性建议。2.案例 Case 1 投诉错发货物及其处理技巧 1. Geoff是南非一家纺织品批发商，他向广州的李曼如订购了 5,000打高尔夫羊毛男袜，但是收到的却是女式莱尔线长统袜。 Geoff给李曼如来函投诉，并提出如下要求 （ 1）李曼如立即把订购货物发过来； （ 2）退运错发的货物并由李曼如承担退运费用共计 4080美元； （ 3）由于发错货物致使 Goeff不能按时向他的客户交货，李曼如应赔偿迟延交货违约金 2000美元。 要求退货、换货并赔偿损失 Dear Lee Manru, We are writing to complain about the shipment of our Order No. BT-708 for 5,000 dozen Mens Golf Woolen stockings received this morning. These were ordered on September 20, 2000 and confirmed by fax on September 21 (enclosed copy). However, upon opening the boxes, we found that they contained 2,000 dozen womens lisle ones. We must ask you to arrange for the dispatch of replacement at once as we need the stockings we ordered to complete deliveries to our new customers. Even so, delay shipment is deemed to occur, and you should pay us USD4080.00 as liquidated damages. With regard to the mis-dispatched cargoes, please instruct us how to deal with them immediately, otherwise we will return them to you at your cost. Yours faithful, Geoff 2011-10-21 Note: We are writing to complain about the shipment of our Order No. BT-708 for 5,000 dozen Mens Golf Woolen stockings received this morning. 我们写信给你方，以就我方今早收到的订单号为 BT-708，订购商品为 5,000打高尔夫羊毛男袜的订单的装运问题提出投诉。 These were ordered on September 20, 2000 and confirmed by fax on September 21 (enclosed copy). 上述商品订购于 2000年九月 20日，并于 9月21日由传真确定（内附复印件）。 (3)However, upon opening the boxes, we found that they contained 2,000 dozen womens lisle ones. 然而，在开箱以后，我们发现里面装有2,000打女式莱尔线长统袜。 (4)We must ask you to arrange for the dispatch of replacement at once as we need the stockings we ordered to complete deliveries to our new customers. 因为我们需要订购的长袜以便发货给顾客，故此我们不得不要求你方立即安排替代品的重新发货。 (5)Even so, delay(是不是 delayed) shipment is deemed to occur, and you should pay us USD4080.00 as liquidated damages. 即使是这样，装运推迟也会发生，因此你方必须支付我方 4080.00美元的违约赔偿金。 （ 6） With regard to the mis-dispatched cargoes, please instruct us how to deal with them immediately, otherwise we will return them to you at your cost. 至于错发的货物，请立即告知我方如何处理。否则，我方将发回这些货物，并且费用由你方承担。 2. 李曼如收到 Goeff投诉后，立即查看发货记录，发现确实搞错了。她立即向老板汇报此事，并向老板提出自己的解决办法：（ 1）立即重新发货；（ 2）同意支付迟延交货违约金，以表示自己是个敢于承担责任的公司，但希望对方能少收些；（ 3）错发的货物不要退回，以免损失太大，而是请求客户购买，趁机扩大销量，变被动为主动，但价格上可以适当优惠。老板同意该方案，于是她回信如下： 拒绝退货以减少损失 Dear Geoff, Thank you for your letter of October 21. We regret very much to learn that the Mens Golf Woolen Stockings you kindly ordered were omitted from the shipment and that Womens lisle Stockings were sent to you instead. Your complaint was immediately sent to our Customer Relations representative for investigation. On going into the matter, we found that a mistake was indeed made by us. The slip-up occurred in our new automated inventory control system which is causing some problems during the data entry stage. Your order number was unfortunately confused with another one (BT-718). We sincerely regret that it caused you so much trouble, especially because the goods were intended for your special sale. We have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are ready. If the womens stockings were returned to us, we would incur too much loss. We would be much graceful to you if you could purchase them or kindly recommend importers of your place to do so. We are specifically in need of your help in this regard. As for the liquidated damages for delay shipment, we have no words on your claiming, but the amount you are asking for is too much bigger than we can accept. Since it hasnt caused you essential financial loss, a sum of 500 U.S. Dollars is acceptable, which is a high enough tuition fee for us to pay for the lesson, isnt it? We are looking forward to hearing from you soon. Yours Faithfully Lee Manru 2011-10-23 Note: We regret very much to learn that the Mens Golf Woolen Stockings you kindly ordered were omitted from the shipment and that Womens lisle Stockings were sent to you instead. 我们非常遗憾的得知贵方订购的高尔夫羊毛男袜在装运时被遗漏，而女式莱尔线长统袜被错发给贵方 。 Your complaint was immediately sent to our Customer Relations representative for investigation. 您的投诉被立即转达给我们的客户关系代表予以调查。 On going into the matter, we found that a mistake was indeed made by us. 在调查后，我们发现此项错误确实系我方所犯。 The slip-up occurred in our new automated inventory control system which is causing some problems during the data entry stage. 此项疏忽产生于我们的新的存货控制系统，该系统在数据输入阶段产生了一些问题 。 Your order number was unfortunately confused with another one (BT-718). 很遗憾您的订单与另一订单（ BT-718）产生了混淆。 We sincerely regret that it caused you so much trouble, especially because the goods were intended for your special sale. 因为我们的疏忽给您造成了如此多的麻烦，我们表示诚挚的道歉，尤其是在您的商品是用于限时特卖的情况下。 We have arranged for the right goods to be dispatched to you at once. 我们已经安排了立即发送给您的合适商品。 Relative documents will be mailed as soon as they are ready. 相关文件也会在准备妥当之后立即邮寄给你方。 If the womens stockings were returned to us, we would incur too much loss. 如果您将女士长袜返发给我方，我方将承受太多损失。 We would be much graceful to you if you could purchase them or kindly recommend importers of your place to do so. 如果你方能购买他们、或者向您当地的进口商推荐这些商品，我们将非常感激。 We are specifically in need of your help in this regard. 就此而言，我们特别需要你方的帮助。 As for the liquidated damages for delay shipment, we have no words on your claiming, but the amount you are asking for is too much bigger than we can accept. 至于推迟装运的违约赔偿，我们对你方的索赔要求没有异议，但你方索赔的金额大大超过了我方能接受的额度。 Since it hasnt caused you essential financial loss, a sum of 500 U.S. Dollars is acceptable, which is a high enough tuition fee for us to pay for the lesson, isnt it? 既然尚未对你方产生重大的财务损失， 500美元总额的赔偿金是可接受的额度；对我方而言，这笔学费对我们得到的教训而言也是足够高的，不是吗？ We are looking forward to hearing from you soon. 期待你方的尽快回复。 3. Geoff收到李曼如来信，看完她的解决方案，觉得这位李小姐很有主见，是个敢于承担责任的人，值得进一步合作。鉴于李小姐提出要求自己购买错发的货物，自己何不趁此扩大业务并在付款方式上争取优惠？关于迟延交货，一方面可以向客户解释，一方面向李曼如多争取违约金。他回信如下： 趁机扩大业务并争取有利付款方式 Dear Lee, Thank you for your email dated Oct. 23, 2011. We appreciate your prompt shipment of the replacements. With regard to the liquidated damages for delay shipment, 500 U.S. Dollars is far less than the compensation well have to pay to our clients. As you know, we had guaranteed punctual delivery to our clients when placing order with you, and we must pay for our default, which is caused by your delay shipment. This is our principle and practice. However, in view of our long term cooperation, we decide to make a concession and claim for a sum of USD1000.00. This is the best we can do. Since we have never dealt with Womens lisle Stockings, it is impossible for us to purchase them. But considering your situation, we are willing to make a trial of it on the basis of consignment sales. Should you agree with us on this point, we can further discuss about it. Yours faithfully Geoff 2011-10-24 Note: We appreciate your prompt shipment of the replacements. 对于你方迅速更换货物，我方表示感谢。 With regard to the liquidated damages for delay shipment, 500 U.S. Dollars is far less than the compensation well have to pay to our clients. 关于推迟装运产生的违约赔偿金， 500美元远远少于我们必须付给客户的赔偿金。 As you know, we had guaranteed punctual delivery to our clients when placing order with you, and we must pay for our default, which is caused by your delay shipment. 如你所知，在我方下订单时，我方已经向客户保证了准时交货。我方未能履行职责，因此必须赔偿，而这是因为你方推迟发货导致的。 This is our principle and practice. 这是我们的原则和惯例。 However, in view of our long term cooperation, we decide to make a concession and claim for a sum of USD1000.00. 然而，考虑到我们的长期合作关系，我们决定作出让步，索赔 1000.00美元。 Since we have never dealt with Womens lisle Stockings, it is impossible for us to purchase them. 因为我方从未经营女式莱尔线长统袜，我方不可能购买这些产品。 （ 7） But considering your situation, we are willing to make a trial of it on the basis of consignment sales. Should you agree with us on this point, we can further discuss about it. 但是考虑到你方的情况，我们愿意采用寄售的方式试销这些产品。如果你方同意这种方式，我们可以进一步详谈。 4. 李曼如收到 Geoff来信，很清楚他的意图 Geoff想接手这批错发的货物，但想卖完再付款即寄售或代销，这样可以利用李曼如的资金扩大自己的业务。同时，李曼如也深知自己处于被动地位，毕竟是自己求别人购买，没有多少讨价还价的筹码，但是能否把事情做得更好些呢？。如果采用寄售方式，什么时候