投诉信与复投诉信写作PPT课件

.,1,投诉信Complaints,Businessrelationshipsdonotalwaysrunsmoothly.Peoplemakemistakes.Accidentshappen.Inefficiencyanddelaysinproductionleadtolatedeliveries.Poorqualitycontrolleadstocomplaintsofproductunreliability.Slackhandlingleadstobreakages.So,peoplecomplain.Thecontentsofthecomplaintlettersshouldbeconstructive,andyourtoneshouldbecontrolled.,.,2,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,.,3,Thepurposeofthecomplaining/claimletteristoconvincethereaderthatyouareafairandhonestcustomerwhoisjustifiablydissatisfied,andthatyouhavealegitimatecomplaintthatdeservesadesiredresponse.Themaincontentsofacomplainingletteris:1.togivethereasonsforcomplaints2.toprovidethesolutions,.,4,Howtowriteacomplaintletter:Keepinmindthatmosterrorsareunintentional,andrealizethatmostbusinessesandorganizationswanttoaddressandclearupcomplaintsquicklyinordertohavesatisfiedcustomersormembers.Bebrief.Keepyourlettertoonepage,andwriteshortparagraphs,ratherthanlongones.Behonestandstraightforward,andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavethoroughlyresearchedthesubject.However,omitirrelevantdetails.Keepyourletterconciseandprofessional.,.,5,Maintainafirmbutrespectfultone,andavoidaggressive,accusinglanguage.Sendonlyphotocopiesofreceiptsandotherdocuments,andretainalloriginals.Keepacopyoftheletterforyourrecords.Inmanycases,youcanincreasetheeffectivenessofyourletterbygettingseveralotherstosignitwithyou.Thisisparticularlythecasewhentryingtoinfluenceorchangelegislation,denouncingmaterialfromthemedia,andsoforth.Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction,voiceyourfeelingsinatactfulbutfirmway.However,dontthreatenlegalactionunlessyouarewillingtofollowthroughwithit.,.,6,Ifyourletterfocusesonasingleindividual,avoidmakinggeneralizationsaboutthecompanyororganization.Ifyouneedtomakeacomplainttooraboutpeoplethatyouwillstillhavecontactwithonaregularbasis,yourletterneedstoaccomplishitspurposewithoutdestroyingtherelationship.Usetact,andbedirect,butrespectful.,.,7,Includeyourcontactinformation(name,address,phonenumber,ande-mailaddress),ifdesired,sothattheperson(s)canreachyoutodiscussanyquestionsorconcerns.Ifafirstletterdoesnotbringaction,assumeastrongerbutstillrespectfultoneinthenextone.Iftwoorthreelettersdonotresolvetheproblem,sendonetothepresidentorCEOofthecompanyorentity.Ineachcase,befirmbutpolite.,.,8,Considerthisstrategywhenwritingaclaimletter:1-openingparagraph(Identifytheproductorservice)2-explaintheproblem(whatiswrong,givingdates,placesetc)3-describeextentofdamage,inconvenience4-whataction/compensationexpected(proposesolution)5-close(Endtheletterrespectfully),.,9,Tip:Suggestwhyitisintherecipientsbestinteresttograntyourrequest:appealtotherecipientssenseoffairness,desireforcontinuedbusiness,butdontthreaten.Findsomewaytoviewtheproblemasanhonestmistake.Dontimplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer.Towardtheendoftheletter,expressconfidencethattherecipientwillgrantyourrequest.,.,10,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。,.,11,4.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。,.,12,7.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。,.,13,10.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。,.,14,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。,.,15,SampleLetters,DearMrLeeDelayeddeliveryofOrderNo.4853-01-98Youwillrememberthatlastmonthweordered24Tanson1GHzPentiumXComputers.Whenwediscusseddeliverydates,youassuredusthatyoucoulddeliveryby2December.However,thegoodsarenowtwoweeksoverdue,andIhaveheardnothingfromyoutoconfirmadefinitedeliverydate.Weurgentlyneedthesecomputerstoupgradetheadministrativefunctioningofouroffices,andyouslownessiscausingagreatdealofinconvenience.,.,16,Ishouldappreciateyoulookingintothismatterandarrangingfordeliveryofthesecomputerswithinthenextthreedays.Iamafraidthatifyouareunabletodeliverywithinthisperiod,weshallbecompelledtocancelourorderandpurchasefromanothersupplier.YourssincerelyforADCOINDONESIALTdKadirAboeOfficeManager,.,17,Aletterofcomplaintaboutwronggoods关于交货有误的投诉信,DearSirsOurOrderNo.123Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofsteamship“Prince”atHamburg.Wethankyouforyourpromptexecutionofthisorder.EverythingappearstobecorrectandingoodconditionexceptincaseNo.3Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.,.,18,Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyouInvoice.Inthemeantimeweareholdingtheabove-mentionedcaseatyourdisposal;pleaseletusknowwhatyouwishustodowithit.Yoursfaithfully,.,19,复投诉信Repliestocomplaints,Repliestocomplaintsarealsocalledadjustmentletters:toadjustadifficultsituationtothebenefitofboththewriterandthereader.Adjustmentlettersmustbeprompt.Predictproblemsthatmayappear.Writeyourreplyinamildandroundabouttone.,.,20,Structureandtypicalsentences,PartOne:tellthereceiveraboutyourgettingitscomplaint,andshowyourthanksfortheirbringingthemattertoyourattention.PartTwo:tellthemaboutyourinvestigationandresults.PartThree:youeitherbeartheresponsibilityandcompensatethemoryourefusetotaketheresponsibility,andprovideacompromise.,.,21,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。,.,22,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。,.,23,2.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。,.,24,SamplesentencesforPartThree,1）beartheresponsibilityandcompensate1.Ireallymustapologizefortheinconvenienceyouhavebeencaused.Wetakeallourcustomerscommentsseriously.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。,.,25,2.Withmutualcooperation,thiscasehasbeensettledamicablyandweshallremittoyouamountof3,009incompensationforthelossarisingtherefrom.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。,.,26,2）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。,.,27,2.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。,.,28,Sampleletters,DearMrAboeIrefertoyourletterof18Decemberregardingdeliveryofyourorderfor24Tanson1GHzPentiumXComputers.Thankyouforbringingthemattertomyattention.AccordingtoourAccountsDepartments,althoughwediscusseddeliveringtheabovecomputersby2December,iffactwedidnotgetyourorderuntil18Decemberthesamedayasyourletterofcomplaint.Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks.,.,29,Iregret,therefore,thatwecannotguaranteedeliverybeforeNewYear.AsImentionedearlierthismonth,thistimeofye