投诉信与复投诉信写作

投诉信

Complaints

Businessrelationshipsdonotalwaysrunsmoothly.Peoplemakemistakes.Accidentshappen.Inefficiencyanddelaysinproductionleadtolatedeliveries.Poorqualitycontrolleadstocomplaintsofproductunreliability.Slackhandlingleadstobreakages.So,peoplecomplain.Thecontentsofthecomplaintlettersshouldbeconstructive,andyourtoneshouldbe‘controlled.’精选课件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质量没有到达要求精选课件Thepurposeofthecomplaining/claimletteristoconvincethereaderthatyouareafairandhonestcustomerwhoisjustifiablydissatisfied,andthatyouhavealegitimatecomplaintthatdeservesadesiredresponse.Themaincontentsofacomplainingletteris:1.togivethereasonsforcomplaints2.toprovidethesolutions精选课件Howtowriteacomplaintletter:

Keepinmindthatmosterrorsareunintentional,andrealizethatmostbusinessesandorganizationswanttoaddressandclearupcomplaintsquicklyinordertohavesatisfiedcustomersormembers.

Bebrief.Keepyourlettertoonepage,andwriteshortparagraphs,ratherthanlongones.

Behonestandstraightforward,andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavethoroughlyresearchedthesubject.However,omitirrelevantdetails.Keepyourletterconciseandprofessional.精选课件Maintainafirmbutrespectfultone,andavoidaggressive,accusinglanguage.

Sendonlyphotocopiesofreceiptsandotherdocuments,andretainalloriginals.Keepacopyoftheletterforyourrecords.

Inmanycases,youcanincreasetheeffectivenessofyourletterbygettingseveralotherstosignitwithyou.Thisisparticularlythecasewhentryingtoinfluenceorchangelegislation,denouncingmaterialfromthemedia,andsoforth.

Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction,voiceyourfeelingsinatactfulbutfirmway.However,don'tthreatenlegalactionunlessyouarewillingtofollowthroughwithit.精选课件Ifyourletterfocusesonasingleindividual,avoidmakinggeneralizationsaboutthecompanyororganization.

Ifyouneedtomakeacomplainttooraboutpeoplethatyouwillstillhavecontactwithonaregularbasis,yourletterneedstoaccomplishitspurposewithoutdestroyingtherelationship.Usetact,andbedirect,butrespectful.精选课件Includeyourcontactinformation(name,address,phonenumber,ande-mailaddress),ifdesired,sothattheperson(s)canreachyoutodiscussanyquestionsorconcerns.

Ifafirstletterdoesnotbringaction,assumeastrongerbutstillrespectfultoneinthenextone.Iftwoorthreelettersdonotresolvetheproblem,sendonetothepresidentorCEOofthecompanyorentity.Ineachcase,befirmbutpolite.精选课件Considerthisstrategywhenwritingaclaimletter:

·1-openingparagraph(Identifytheproductorservice)

·2-explaintheproblem(whatiswrong,givingdates,placesetc)

·3-describeextentofdamage,inconvenience

·4-whataction/compensationexpected(proposesolution)

·5-close(Endtheletterrespectfully)精选课件Tip:

Suggestwhyitisintherecipient'sbestinteresttograntyourrequest:appealtotherecipient'ssenseoffairness,desireforcontinuedbusiness,butdon'tthreaten.Findsomewaytoviewtheproblemasanhonestmistake.Don'timplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer.Towardtheendoftheletter,expressconfidencethattherecipientwillgrantyourrequest.精选课件Typicalsentencesforreasonsofcomplaints1.WehavereceivedmanycomplaintsfromthecustomersconcerningthetoothbrushesunderourOrderNo.6678.我们收到了许多客户对你们供给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。精选课件4.Youhavesupplieditemswhichfallfarbelowthestandardexpected.贵方提供的物品，质量远远未能到达所期望的标准。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。精选课件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，质量远远未能到达所期望的标准。精选课件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。精选课件Typicalsentencesforsolutions1.Weshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones.贵方假设能更换发错的货物，我们将不胜感谢。2.Weshouldbegratefulifyouwouldgiveme/usacompleterefundforthedefectivegoodswhichweredelivered.

对于这批瑕疵货物，贵方假设能全数退还货款，我们将不胜感谢。3.Weshouldappreciateyourlookingintothismatterandarrangingfordeliverywithinthenextthreedays.谨希望您对此进行调查，三天之内安排发货，我们将不胜感谢。

精选课件SampleLetters

DearMrLeeDelayeddeliveryofOrderNo.4853-01-98Youwillrememberthatlastmonthweordered24Tanson1GHzPentiumXComputers.Whenwediscusseddeliverydates,youassuredusthatyoucoulddeliveryby2December.However,thegoodsarenowtwoweeksoverdue,andIhaveheardnothingfromyoutoconfirmadefinitedeliverydate.Weurgentlyneedthesecomputerstoupgradetheadministrativefunctioningofouroffices,andyouslownessiscausingagreatdealofinconvenience.精选课件Ishouldappreciateyoulookingintothismatterandarrangingfordeliveryofthesecomputerswithinthenextthreedays.Iamafraidthatifyouareunabletodeliverywithinthisperiod,weshallbecompelledtocancelourorderandpurchasefromanothersupplier.YourssincerelyforADCOINDONESIALTdKadirAboeOfficeManager精选课件Aletterofcomplaintaboutwronggoods

关于交货有误的投诉信

DearSirsOurOrderNo.123Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofsteamship“Prince〞atHamburg.Wethankyouforyourpromptexecutionofthisorder.EverythingappearstobecorrectandingoodconditionexceptincaseNo.3Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.精选课件Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyouInvoice.Inthemeantimeweareholdingtheabove-mentionedcaseatyourdisposal;pleaseletusknowwhatyouwishustodowithit.Yoursfaithfully精选课件复投诉信Repliestocomplaints

Repliestocomplaintsarealsocalled‘adjustmentletters’:toadjustadifficultsituationtothebenefitofboththewriterandthereader.Adjustmentlettersmustbeprompt.Predictproblemsthatmayappear.Writeyourreplyinamildandroundabouttone.精选课件StructureandtypicalsentencesPartOne:tellthereceiveraboutyourgettingitscomplaint,andshowyourthanksfortheirbringingthemattertoyourattention.PartTwo:tellthemaboutyourinvestigationandresults.PartThree:youeitherbeartheresponsibilityandcompensatethemoryourefusetotaketheresponsibility,andprovideacompromise.精选课件SamplesentencesforPartOne1.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.感谢您给予我们时机，引起我们对公司的出货手续的注意。精选课件SamplesentencesforPartTwo1.Havingcheckedwithoursuppliers,itisclearthattheymistakenlysentusaconsignmentoffaultydisks.Apparently,thedamagewascausedduringtheproductionprocess,andthesuppliersarecurrentlyrecallingallofbatch761b.我们向本公司的供给商作了核实，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。供给商目前正在追回这批批号为761的产品。精选课件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。精选课件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。本着这一原那么，本公司非常乐意更换这批不良光碟。…精选课件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。精选课件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。精选课件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。……精选课件SamplelettersDearMrAboeIrefertoyourletterof18Decemberregardingdeliveryofyourorderfor24Tanson1GHzPentiumXComputers.Thankyouforbringingthemattertomyattention.AccordingtoourAccountsDepartments,althoughwediscusseddeliveringtheabovecomputersby2December,iffactwedidnotgetyourorderuntil18December—thesamedayasyourletterofcomplaint.Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks.精选课件Iregret,therefore,thatwecannotguaranteedeliverybeforeNewYear.AsImentionedearlierthismonth,thistimeofyearisverybusyforus.How