第八章：复投诉信 Replies to complaints 直播课堂讲稿

1、第2章:复投诉信Replies to complaints 直播课堂讲稿Writing Notes写作提示Replies to complaints are also called adjustment letters: to adjust a difficult situation to the benefit of both the writer and the reader. Adjustment letters must be prompt.译:复投诉信亦称“调解信”,其作用是协调双方之间的困局,对问题提出有益于双方的解决方案。投诉信必须及时回复.Letter of Reply to

2、Complaints复投诉信例文Dear SirsYour Order No. 123 per S/S “Prince”Thank you for your letter of November 11. We were glad to know that the consignment was delivered promptly, but it was with great regret that we heard case No. 3 did not contain the goods you ordered.On going into the matter we find that a

3、mistake was indeed made in the packing, through a confusion of numbers, and 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.We have already cabled to inform you of this, and we enclose a copy of the telegram. We shall

4、be grateful if you will keep case No. 3 and contents until called for by the local agents of World Transport Ltd., our forwarding agents, whom we have instructed accordingly.Please accept our apologies for the trouble caused to you by the error.Yours faithfully译:谢谢你方11月11日来信。欣悉货物已迅速运到,但遗憾的是第3号箱内货物非属

5、你方所定。经过调查,我们发现由于号码混淆,在包装时发生差错。现已安排好将正确货物立即运给你们。有关单证一俟备妥就立即邮寄。我们已电告此事,兹随函附上电报抄件一份。请将第3号箱及所装货物代为保存,等候世界运输公司在你地代理人前来领取。世界运输公司是我们的(运输报关代理行,我们已委托该公司代为办理。上述差错给你带来了麻烦,对此我们深表歉意。Reply to Letter2Dear Mr AboeI refer to your letter of 18 December regarding delivery of your order for 24 Tanson 1GHz Pentium X Com

6、puters. Thank you for bringing the matter to my attention.According to our Accounts Departments, although we discussed delivering the above computers by 2 December, if fact we did not get your order until 18 Decemberthe same day as your letter of complaint. I am afraid the delay in delivery has been

7、 due to our not receiving the order for two weeks.I regret, therefore, that we cannot guarantee delivery before New Year. As I mentioned earlier this month, this time of year is very busy for us. However, as it is clear that you have been inconvenienced by this unfortunate situation, we prepared for

8、 offer youthe loan of 24 Tanson Pentium II (450MHz computers until such time as we can deliver your order.If this arrangement is acceptable to you, please contact me by return so that I can make the necessary arrangements.Yours sincerelyfor INTERFACE COMPUTERSLee Jung HyunMr Lee Jung HyunSales Super

9、visor译:您12月18日来函提出贵公司二十四台Tanson 1GHz奔腾电脑订单之交货问题。感谢贵公司提出有关事宜使本人注意。尽管我们商定于12月2日之前发运上述电脑,但依据会计部门资料,本公司于12月18日,即贵公司写投诉信之日才收到贵公司订单。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。正如本人在本月早前提及,每年此时敝公司都十分繁忙。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。若贵公司能接受此种安排,请复函与我联络

10、以便做出必要安排。复投诉信的结构和典型例句复投诉信的措辞和结构回复投诉信要恭敬有礼,绝不能指责对方个你带来了麻烦。最重要的是,复投诉信的语气要积极,这样能让对方觉得你们对每一个客户的投诉都是认真对待得,从而给对方留下良好的印象。此外,客户对你们公司的服务质量提出更高的要求,给予你们改进的机会,让你显示一下你对客户的体贴和关心。实际上,许多复投诉信都具有广告宣传的意味。复投诉信应该完整简洁。一般包括一下四个部分的内容。第一部分告知对方投诉信已收悉;第二部分讲述收到信后你所采取的行动;第三部分简单说明你的决定;第四部分如有需要提出合理的补偿。第一部分:告知对方投诉已收悉,并感谢对方提醒自己关注此事

11、这一段落篇幅很短,略述投诉信已经收悉。不要重提投诉信得细节,因为这样等于提醒对方投诉之事,也会给信件或传真带上消极的色彩。因此,只要概括地将投诉这件事一笔带过就可以了。复投诉信与大多数其他的商业信函不同,不能采用“以您为先”的语气。如:“in your letter you complained about the late delivery of ”之类的句子,不适于用在这类信函中,原因有两点:第一,提醒对方想起投诉之事,并一再向对方表示你支持投诉。第二,有些收信人在读到这类句子时,会产生好像做错了事而受到指责得感觉。复投诉信的开头采用一般的信守引语,如“I refer to your le

12、tter of regarding delivery times/ the standard of the goods we supplied/our invoice (HG5454300”等等。信文的语气要积极,避免使用带有消极含义得赐予,如damage, defective, poor, quality, incorrect, mistake 及prolem等。下列句子往往能给对方留下积极的印象:例句1:I refer to you letter of 10 October regarding .Thank you for (We appreciate your bringing this

13、 matter to our attention. 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。例句2:Thank you for giving us the opportunity to look into our delivery procedures. 感谢您给予我们机会,引起我们对公司的出货手续的注意。第二部分:告知对方你所做的调查及其结果这一段落要向对方说明,对于对方的倾诉,你已经采取了行动,表示自己对客户投诉给予了足够重视。同样,这一段也要简明扼要,不能花过多的的笔墨对投诉进行描述,用一句话简单地概括一下你收到对方投诉信后所采取的行动和调查结果就可以了。这

14、句话可以放在第一段的末尾或第二段的开头。把这句话至于的第一段的末尾可以削弱投诉的严重性,但如果你想让对方感到你对这件事的重视,放在第二段的开头可能会更好一些。在信中说明你已采取了行动,可以这样表达:I have checked with the transporters, and they inform me thatAccording to our Accounts Department According to our records例句1:Having checked with our suppliers, it is clear that they mistakenly sent us

15、 a consignment of faulty disks. Apparently, the damage was caused during the production process, and the suppliers are currently recalling all of batch 761b. 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。调查结果通常应归纳为原因和结果两方面得内容,如:例句2:The delay was due to poor weather conditio

16、ns. 发货延误是因为天气情况恶劣。例句3:Because of the mail strike, we did not receive your order until 23 September. 由于邮政人罢工,我们9月23日才收到贵方订单。The damage sustained by your order came about as a result of the poor weather conditions during transportDelays at the docks led to the consignment being shipped late.第三部分:要么承担责

17、任,给予赔偿,要么拒绝承担责任,提出折衷方案对于投诉,你的决定要么是接受,要么是提出反对意见。如果对方投诉适合理的,这一段就应该直截了当地承认这是事实,就造成差错的原因作出简单的解释,并向对方保证这种情况不会在此发生。除非这是你的责任,否则不要将事情归咎于任何人。如果责任在于你,就应该主动承认向对方致歉。亲自道歉总能受到对方的欢迎。如果你不得不拒绝客户提出的补偿要求(见教材范例4,也必须设身处地为客户考虑,向他们作出合理的解释,为什么他们建议的解决方案是不可能的。如果你和客户之间有“中间路线”可走,你也可以提出折衷方案。承担责任,给予赔偿不要害怕承担责任。多数情况下,如果责任在于你方,那么承担

18、责任往往要比推卸责任更容易写。许多人投诉的目的仅仅是想投诉得到对方忍痛,而并不看重赔偿。如果你否认问题的存在而一味推卸责任,那么事情只会是适得其反。例句1:I really must apologize for the inconvenience you have been caused. We take all our customers comments seriously. With this in mind, we are more than happy to replace the faulty disks. 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

19、则,本公司非常乐意更换这批不良光碟。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.承认这是己方的责任以后,要相对方保证今后不会再出现类似的错误。如果你乐意,也可以提一提,鉴于对方的投诉,今后你将在办事程序上做出哪些改进,例如:In future, we shall use the servic

20、es of a different transport company.不要过分显示自己的大度,随便作出不可能兑现的承诺客户在将来可能会发现一点。下面的句子就足以使对方确信,你的公司十分重视客户利益:We assure you that in future we shall do we can to avoid this error occurring again. We shall endeavor to make sure that this does not happen again .如果你愿意承担责任并同意客户提出的解决方案,那么最后一段只须确认作出赔偿的安排就可以了。记住慷慨大方的

21、态度有百利而无一害,甚至可以藉此进行销售推广宣传。With mutual cooperation, this case has been settled amicably and we shall remit to you amount of Stg.3,009 in compensation for the loss arising wherefrom. 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。We take all our customerscomments seriously. With this in mind, we are more than happ

22、y to cover the cost of replacing the defective goods.2拒绝承担责任,提出折衷方案如果你认为错误不是你们这方的责任,就必须向对方表明你对这事感到遗憾。但是客户可能会认为你的决定是不公平的。因此写信时要语气坚定,但用词却要婉转.最后,即使你认为责人不在于你,为使客户满意作出让步,也不失为一个好办法。同时,选词用句应语气积极,并在信中表明,你的让步是为了调和你与客户之间的分歧,如:例句1:I am afraid the delay in delivery has been due to our not receiving the order fo

23、r two weeks. I regret, therefore, that we cannot guarantee delivery befo re New Year. However, as it is clear that you have been inconvenienced by this unfortunate situation, we are prepared to offer you the loan of 24 Tanson Pentium II (450 MHz computers until such time as we can deliver your order

24、. 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。例句2:I regret to inform you, therefore, that we cannot give you a refund. In this case, the goods are of saleable quality, so a refund is out of the question. However, at

25、 Videx, we feel strongly that your satisfaction is our top priority. So, in order to make up for some of the inconvenience you have suffered, we should like to offer you the chance to buy the L16 at an unbelievably low price. . 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

26、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。方法与策略首先肯定对方投诉对提高服务质量能起到积极有益的作用。如果原意赔偿,则应表明你的诚意,让客户知道你们公司持守客户至上的宗旨。如果你拒绝接受对方的投诉,为了保持商誉,就要准备作出妥协。不要忘记,回复投诉信是为公司做广告宣传的良机。Writing Exercises1、写查询信写作要求:你们是较大的纺织品经销商,从纽约的琼斯·史密斯公司(Messrs John and Smith of New York得知一家棉布床单和枕套的出口商。现向这家出口商写信,要求对方寄来各种产品

27、的详细资料,包括型号、颜色和价格以及所用各种品质原料的样品。并要求对方告知交易条件和就每种商品购买量不少于100打所能给予的折扣。希望对方的报价包括保险和到利物浦的运费。参考例文:Dear SirsCotton bed-sheets and pillowcasesrequest for a quotationMessrs Johns and Smith of New York inform us that you are exporters of all cotton bed-sheets and pillowcases. We would like you to send us detail

28、s of your various ranges, including sizes, colors and prices, and also samples of the different qualities of material used.We are large dealers in textiles and believe there is a promising market in our area for moderately priced goods of this kind mentioned.When quoting, please state your terms of

29、payment and discount you would allow on purchases of quantities of not less than 100 dozen of individual items. Price quoted should include insurance and freight to Liverpool.Yours faithfully2、写复查询信 写作要求： 以上述棉布床单和枕套出口商的角度对上述查询信进行回复。回信的主要内容如下：1、随函 寄去了带图解的商品目录、价目单和样品。2、对于购买量不少于 100 打的商品给予 2%的折扣。 用不可撤销的信用证支付。3、由于柔软和耐用