回复道歉信

1 / 9 回复道歉信 如何写投诉信及其回复 一、投诉信的写作要点和套语 投诉信是某人对所提供的服务或所购买的商品不满意时，向商家、机构提出相关的问题，并希望问题得到解决和处理所写的信件，也可称为投诉信。这类信件的写作要点通常包括以下几部分： -提出写信的目的是为了抱怨或投诉 -表明投诉的原因 -希望问题能够得到解决 范文一： Dear Sir or Madam, I was a visitor in your hotel for three days during May 5 to May 8. I am sorry I have to say I was greatly disappointed with the inconvenient service you provided. First of all, it is the lighting facility in the room. One of the lights is broken and another is so dark. Another unpleasant factor of your hotel is the food quality. The steak I ordered is sour. The last but not the least shortcoming of your hotel is the cold and indifferent service of the waiters. I asked one of them 2 / 9 to bring newspaper to my room, but no paper was delivered at last. I am sure that you will agree with me that your service is unacceptable. I trust that you will take immediate steps to correct the situation and I look forward to your reply. Faithfully yours, John Smith 在结构上，这封投诉信一开头就说明了写信的原因-在酒店入住期间对其服务不满意。第二段中列举了抱怨的三个具体事实。一是电灯的问题，二是食物问题，三是服务不热情问题。最后一段中向酒店负责人提出中肯的意见，希望对方能够改善服务质量。 在语言方面，简洁明了。最大的特色是注意了礼貌用语。例如，开头提出问题时，用了 I am sorry I have to say that。在写抱怨信时，礼貌用语很重要，因为对服务或商品不满意，很容易用充满怨气的语言，所以得体的语言才不会影响投诉者与被投诉者之间今后的关系。比如， 原文中用 unpleasant 修饰 factor，而没有使用 disgusting 等语气强烈的形容词。最后一段中用了 I trust that 和 I look forward to这样的句式，一方面，它们是抱怨信的良好结尾，另一方面说明了对对方的信任和对迅速处理办法的期待。 3 / 9 范文二： Dear Mr. Jack, The 50 Tea Sets we ordered were delivered yesterday, but we regret that 5 sets were badly damaged. The packages containing the tea sets appeared to be in good condition, so we accepted and signed for them without question. We unpacked the tea sets with great care and can only assume that the damage must be due to careless handling at some stage prior to packing. We shall be glad if you will replace all 5 sets as soon as possible. Meanwhile, we have put the damaged tea sets aside in case you need to check them. Yours sincerely, David 此信的开头表明收到了 50套茶具，并用了 we regret that .这样的句式表达对五套已损坏的茶具的遗憾。第二段中，说明了茶具损坏的可能原因。在用词方面也注意了一些技巧，如 appear to 和 we assume that等。最后表明希望损坏的茶具能够得到更换处理。值得注意的是，为确保提出损坏物品的真实性，所以交代了损坏物品已保管好，待对方核实，以便处理。 常见开头和结尾： 4 / 9 开头法： are sorry to inform you that were badly damaged when delivered. inspection, we found that the quality of the goods did not meet the contract standard. regret to find that your delivery of our . portion of the goods arrived damaged. We have to put in a claim fo r the damage. am writing to inform you that I am dissatisfied with your spite of the inconvenience this letter may cause you, I still want to complain about purpose of my letter is to express my satisfaction with 结尾法： am looking forward to your due attention and proper solution on this matter. the trouble and inconvenience this matter may cause to you. I hope you can give me a satisfactory solution to understand you will give immediate attention 5 / 9 to this matter. would like to have his matter settled by the end of do hope that you ll take measures to solve the problem. 二、投诉信的回复 当收到因为给对方造成了损伤或不便的抱怨信后，必须马上给予答复。从一定意义上说，也就是写一封道歉信。其写作要点通常包括以下几点； -表示真诚的歉意 -解释造成损失或不便的原因 -表示今后的做法或处理办法 范文一的回复： Dear Mr. Smith, I am sorry to hear that you didn t enjoy your stay in our hotel. At the same time, thank you for bringing this matter to my attention. It is my oversight. I ll go myself and look into the matter immediately. Meanwhile, I won t hesitate to improve the lighting facility, food quality and the service of the waiters. I do hope that we can meet your full satisfaction when you visit the hotel again. 6 / 9 Yours faithfully, 范文二的回复： Dear Mr. David, We are sorry to learn from your letter of the 8th that some of the Tea Sets were damaged when they reached you. We will certainly replace them and have in fact instructed our representative at your end to send them by parcel post. We regret for the inconvenience caused to you, and we will do our best to improve our methods of handling so as to avoid happening the same thing. It will not be necessary for you to keep the damaged tea sets and they can be destroyed. Yours sincerely, 常见的开头和结尾； 开头法： offer our apologies for re sorry that regret to am writing to apologize for m writing to say sorry for this trouble, we do apologize. 7 / 9 结尾法： sincerely hope that you ll be able to think in my position and accept my apologies. accept our sincere apologies for this mistake. assure you that we ll give it our attention. 4. I m confident that you ll have no further cause for complaint after our adjustment. our radios before it is sent. Now, we re arranging for the director of the sales department to contact you for the replacement. 致亲的一封道歉信 亲爱的顾客您好： 首先非常感谢您对悦豪箱包专营店的支持，在此我们非常真诚的恳请您能看完这封信，下面的每一句话都是悦豪真诚的与您沟通的，从亲白拍下产品 到收到产品的整个过程，悦诚能想到的每一个细节都力求用心的为您做到最好，也许还存在不足的地方，让您感觉到不满意了，悦豪在这里向您说声对不起，恳请得到您好的原谅。 悦豪非常愿意热情的接待您，可能有时候为您的服务的客服当时接待的顾客比较多，您的咨询的问题客服不能及时回复，或者回复您的语言过于匆忙，以及其他服务不周到的地方，还请您愿谅。 8 / 9 由于悦豪家在山东，所以距离山东省较远的地区，速度方面可能会慢一点，给您带来的不便恳请您谅解。 悦豪为您打包的时候一定尽最大努力将产品打包结实，由 于路途遥远加上快递的野蛮运输，万一产品出现了包装盒磨损或者挤压的情况还请您多多谅解，悦豪非常感谢您的支持与理解，我们真诚的再次感谢您！ 如果快递的速度和快递师傅的态度让您不满意， 亲一定不要着急，也请您放松心情并旺旺联系我们的在线售后客服，悦豪一直坚信没有解决不了的问题，也没有克服不了的困难，我们一定会尽最大努力为解决问题，为您提供最好的售后服务！ 最后悦豪全体员工真诚的向您道歉，不论什么原因让您感到不高兴或者不满意您都可以联系我们，我们一定第一时间为您处理。悦豪箱包专营店 祝您购物开心！事事顺心！ 尊敬的客户您好！ 当您读到这封信的时候，说明您的产品已顺利寄到您的手中了，这样我们就放心了！ 我们常常担心，会不会因为快递的原因导致您延迟收到产品了，会不会因为路途遥远而把您的东西压坏了；会不会因为我们的客服 MM 的回复不够详细而把您怠慢了；在此，我们一并表示最诚挚的歉意！我们多么希望用我们的热情服务和优质的产品品质来弥补我们的不足。几个月内，我们尝试了各家快递，只希望产品9 / 9 能今早、