投诉信与复投诉信写作课件

投诉信Complaints Businessrelationshipsdonotalwaysrunsmoothly Peoplemakemistakes Accidentshappen Inefficiencyanddelaysinproductionleadtolatedeliveries Poorqualitycontrolleadstocomplaintsofproductunreliability Slackhandlingleadstobreakages So peoplecomplain Thecontentsofthecomplaintlettersshouldbeconstructive andyourtoneshouldbe controlled Thecommoncausesforcomplaints 1 damagedorfaultygoods货物受损或有瑕疵 2 deferred delayeddelivery延误交货 3 falsedocuments单据有误 4 inconformity shortweight wronggoods unsolicitedgoodsetc 交货有误 数量有误 货物不符或未经订购收到货物 5 Inferiorquality质量没有达到要求 Thepurposeofthecomplaining claimletteristoconvincethereaderthatyouareafairandhonestcustomerwhoisjustifiablydissatisfied andthatyouhavealegitimatecomplaintthatdeservesadesiredresponse Themaincontentsofacomplainingletteris 1 togivethereasonsforcomplaints2 toprovidethesolutions Howtowriteacomplaintletter Keepinmindthatmosterrorsareunintentional andrealizethatmostbusinessesandorganizationswanttoaddressandclearupcomplaintsquicklyinordertohavesatisfiedcustomersormembers Bebrief Keepyourlettertoonepage andwriteshortparagraphs ratherthanlongones Behonestandstraightforward andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavethoroughlyresearchedthesubject However omitirrelevantdetails Keepyourletterconciseandprofessional Maintainafirmbutrespectfultone andavoidaggressive accusinglanguage Sendonlyphotocopiesofreceiptsandotherdocuments andretainalloriginals Keepacopyoftheletterforyourrecords Inmanycases youcanincreasetheeffectivenessofyourletterbygettingseveralotherstosignitwithyou Thisisparticularlythecasewhentryingtoinfluenceorchangelegislation denouncingmaterialfromthemedia andsoforth Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction voiceyourfeelingsinatactfulbutfirmway However don tthreatenlegalactionunlessyouarewillingtofollowthroughwithit Ifyourletterfocusesonasingleindividual avoidmakinggeneralizationsaboutthecompanyororganization Ifyouneedtomakeacomplainttooraboutpeoplethatyouwillstillhavecontactwithonaregularbasis yourletterneedstoaccomplishitspurposewithoutdestroyingtherelationship Usetact andbedirect butrespectful Includeyourcontactinformation name address phonenumber ande mailaddress ifdesired sothattheperson s canreachyoutodiscussanyquestionsorconcerns Ifafirstletterdoesnotbringaction assumeastrongerbutstillrespectfultoneinthenextone Iftwoorthreelettersdonotresolvetheproblem sendonetothepresidentorCEOofthecompanyorentity Ineachcase befirmbutpolite Considerthisstrategywhenwritingaclaimletter 1 openingparagraph Identifytheproductorservice 2 explaintheproblem whatiswrong givingdates placesetc 3 describeextentofdamage inconvenience 4 whataction compensationexpected proposesolution 5 close Endtheletterrespectfully Tip Suggestwhyitisintherecipient sbestinteresttograntyourrequest appealtotherecipient ssenseoffairness desireforcontinuedbusiness butdon tthreaten Findsomewaytoviewtheproblemasanhonestmistake Don timplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer Towardtheendoftheletter expressconfidencethattherecipientwillgrantyourrequest Typicalsentencesforreasonsofcomplaints 1 WehavereceivedmanycomplaintsfromthecustomersconcerningthetoothbrushesunderourOrderNo 6678 我们收到了许多客户对你们供应6678号订单牙刷的投诉 2 OncheckingthecameraIdiscoveredthatitdidnot ordidnotappearto function 经检查我发现照相机 似乎 不能正常使用 3 Ireallymustcomplainaboutthequalityofthegoodsthatyourecentlysentus 对于贵方最近发送的货物存在的质量问题 我不得不向您提起投诉 4 Youhavesupplieditemswhichfallfarbelowthestandardexpected 贵方提供的物品 质量远远未能达到所期望的标准 5 Aftercheckingthegoodsagainstyourinvoice wediscoveredaconsiderableshortageinnumber 经对照发票之后 发现数量少了很多 6 Wehavereceivedthe15casesofGreenTeayousentus butregrettosaythatonexamination fiveofthemwerefoundtobeinabadlydamagedcondition Thiswasapparentlyattributabletofaultypacking 我方已收到你方运来的15箱绿茶 但遗憾的是 经检验 其中五箱损坏严重 很明显这是包装不良所致 7 Whenwediscusseddeliverydates youassuredusthatyoucoulddeliverby2December However thegoodsarenowtwoweeksoverdue late 当初商议交货日期 贵方曾允诺于12月2日之前一定交货 然而这批货现已延误两周 8 Yourinvoicestatesthattheconsignmentcontained1GHzPentiumXcomputers whereas infact itcontained450MHzPentiumIIcomputers 贵方发票上注明 这批货物是1GHz奔腾X电脑 而实际上收到的是450MHz奔腾II电脑 9 Youhavesupplieditemswhichfallfarbelowthestandardexpected 贵方提供的物品 质量远远未能达到所期望的标准 10 Thestandardofworkmanshipofyourproductsisinadequate 贵方产品的工艺不能令人满意 11 Youhavesentusgoodswhichwedidnotorder Weshouldliketopointoutthatwedidnotordertheconsignmentoflaptopcomputerswhichwasrecentlydelivered 贵方运送之货物 我方并未订购 我们在此指出 我们没有订货 最近却收到了一批便携式电脑 Typicalsentencesforsolutions 1 Weshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones 贵方若能更换发错的货物 我们将不胜感激 2 Weshouldbegratefulifyouwouldgiveme usacompleterefundforthedefectivegoodswhichweredelivered 对于这批瑕疵货物 贵方若能全数退还货款 我们将不胜感激 3 Weshouldappreciateyourlookingintothismatterandarrangingfordeliverywithinthenextthreedays 谨希望您对此进行调查 三天之内安排发货 我们将不胜感激 SampleLetters DearMrLeeDelayeddeliveryofOrderNo 4853 01 98Youwillrememberthatlastmonthweordered24Tanson1GHzPentiumXComputers Whenwediscusseddeliverydates youassuredusthatyoucoulddeliveryby2December However thegoodsarenowtwoweeksoverdue andIhaveheardnothingfromyoutoconfirmadefinitedeliverydate Weurgentlyneedthesecomputerstoupgradetheadministrativefunctioningofouroffices andyouslownessiscausingagreatdealofinconvenience Ishouldappreciateyoulookingintothismatterandarrangingfordeliveryofthesecomputerswithinthenextthreedays Iamafraidthatifyouareunabletodeliverywithinthisperiod weshallbecompelledtocancelourorderandpurchasefromanothersupplier YourssincerelyforADCOINDONESIALTdKadirAboeOfficeManager Aletterofcomplaintaboutwronggoods关于交货有误的投诉信 DearSirsOurOrderNo 123Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofsteamship Prince atHamburg Wethankyouforyourpromptexecutionofthisorder EverythingappearstobecorrectandingoodconditionexceptincaseNo 3Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers wemustaskyoutoarrangeforthedispatchofreplacementsatonce WeattachalistofthecontentsofcaseNo 3 andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyouInvoice Inthemeantimeweareholdingtheabove mentionedcaseatyourdisposal pleaseletusknowwhatyouwishustodowithit Yoursfaithfully 复投诉信Repliestocomplaints Repliestocomplaintsarealsocalled adjustmentletters toadjustadifficultsituationtothebenefitofboththewriterandthereader Adjustmentlettersmustbeprompt Predictproblemsthatmayappear Writeyourreplyinamildandroundabouttone Structureandtypicalsentences PartOne tellthereceiveraboutyourgettingitscomplaint andshowyourthanksfortheirbringingthemattertoyourattention PartTwo tellthemaboutyourinvestigationandresults PartThree youeitherbeartheresponsibilityandcompensatethemoryourefusetotaketheresponsibility andprovideacompromise SamplesentencesforPartOne 1 Irefertoyourletterof10Octoberregarding Thankyoufor Weappreciateyour bringingthismattertoourattention 现就您10月10日来函所提关于 的事做出回复 感谢您提出此事使我们注意 2 Thankyouforgivingustheopportunitytolookintoourdeliveryprocedures 感谢您给予我们机会 引起我们对公司的出货手续的注意 SamplesentencesforPartTwo 1 Havingcheckedwithoursuppliers itisclearthattheymistakenlysentusaconsignmentoffaultydisks Apparently thedamagewascausedduringtheproductionprocess andthesuppliersarecurrentlyrecallingallofbatch761b 我们向本公司的供应商作了核实 确认他们将一批不良光碟错发给本公司 显然 质量问题是在生产过程中产生的 供应商目前正在追回这批批号为761的产品 2 Thedelaywasduetopoorweatherconditions 发货延误是因为天气情况恶劣 3 Becauseofthemailstrike wedidnotreceiveyourorderuntil23September 由于邮政人罢工 我们9月23日才收到贵方订单 SamplesentencesforPartThree 1 beartheresponsibilityandcompensate1 Ireallymustapologizefortheinconvenienceyouhavebeencaused Wetakeallourcustomers commentsseriously Withthisinmind wearemorethanhappytoreplacethefaultydisks 对于此事给贵公司造成的不便 我们深表歉意 我们素来重视客户意见 本着这一原则 本公司非常乐意更换这批不良光碟 2 Withmutualcooperation thiscasehasbeensettledamicablyandweshallremittoyouamountof 3 009incompensationforthelossarisingtherefrom 由于双方合作 此事已友好解决 我方将汇3 009英镑 赔偿你方损失 2 refusetotaketheresponsibility andprovideacompromise1 Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks Iregret therefore thatwecannotguaranteedeliverybeforeNewYear However asitisclearthatyouhavebeeninconveniencedbythisunfortunatesituation wearepreparedtoofferyoutheloanof24TansonPentiumII 450MHz computersuntilsuchtimeaswecandeliveryourorder 恐怕此次交货延误的原因在于本公司未能及时收到订单 比预期晚了两周 因此我们无法保证在新年之前交货 对此本人深感遗憾 然而无论如何 此事已给贵公司造成不便 鉴于此 在贵公司所订之货交付之前 我们愿意暂借给贵公司二十四台Tanson奔腾II 450MHz 电脑 2 Iregrettoinformyou therefore thatwecannotgiveyouarefund Inthiscase thegoodsareofsaleablequality soarefundisoutofthequestion However atVidex wefeelstronglythatyoursatisfactionisourtoppriority So inordertomakeupforsomeoftheinconvenienceyouhavesuffered weshouldliketoofferyouthechancetobuytheL16atanunbelievablylowprice 因此我很遗憾地通知您 我们不能接受您退款的要求 在这种情况下 我们的货品是可出售之合格产品 因此退款是不可能的事 然而 Videx电子产品公司素来客户至上 让客户满意是我们的宗旨 为了弥补您所遭受的不便 本公司愿意以惊人的低价向您出售L16型录影机 Sampleletters DearMrAboeIrefertoyourletterof18Decemberregardingdeliveryofyourorderfor24Tanson1GHzPentiumXComputers Thankyouforbringingthemattertomyattention AccordingtoourAccountsDepartments althoughwediscusseddeliveringtheabovecomputersby2December iffactwedidnotgetyourorderuntil18December thesamedayasyourletterofcomplaint Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks Iregret therefore thatwecannotguaranteedeliverybeforeNewYear AsImentionedearlierthismonth thistimeofyeari