英文寫作：客戶投訴處理

1、2021/3/111How to Reply to Complaints 2021/3/1122021/3/113Acknowledging receipt of a complaint letter Accepting a Complaint Rejecting a Complaint Apology for the error or fault Regret at dissatisfaction Accepting a Complaint Rejecting responsibility for the problem leading to the complaint A short ex

2、planationof the faultInvestigation to be madeProposal to settle the difficulty An offer to take goods back, make a replacement, give a discount etcIf a third party (another person or organization) is to blame, direct the complainer to that party A concluding paragraph aiming at retaining the goodwil

3、l of the customer reasons for the rejection2021/3/114Acknowledging receipt of a complaint letter Thank you for your letter of regarding / concerning / in connection with I refer to your letter of about / relating to back2021/3/115Apology for the error or fault We must apologise for We sincerely apol

4、ogise for Please accept our apologies for I would like to apologise for the error made by our company in (verb+ing) back2021/3/116Accepting a Complaint We agree that the usual high standards of our products / services were not met in this instance.back 2021/3/117A short explanation of the faultIntro

5、ductory phrase As a result of our investigation, we found that. (Not: After our investigation.) Causes The error was caused by / was due to my carelessness Apparently, the problem was the result of / resulted from The cause of / reason for the mistake was Effects As a result,you received wrong-size

6、products This led to Consequently 2021/3/118Solutions We have modified / changed our . We have implemented a system to. To prevent re-occurrences we have set up a verification procedure.Assurances We assure you that this will not happen again.back2021/3/119We are currently investigating the cause of

7、 .We will investigate the cause of.at once. BackInvestigation to be made2021/3/1110 While we can understand your frustration, . We understand how disappointing it can be when your expectations are not met. It is a great pity that your expectations are not met BackRegret at dissatisfaction 2021/3/111

8、1 I regret to inform you that I am afraid that Unfortunately, I must point out that Back Rejecting responsibility for the problem leading to the complaint2021/3/1112Reasons for the rejectionThis is because the guarantee period has expired. This is due to the fact that the guarantee period has expire

9、d. Back2021/3/1113If a third party (another person or organization) is to blame, direct the complainer to that partyWe therefore suggest that you contact.contractBack 2021/3/1114Proposal to settle the difficulty As a gesture of our regret, we are prepared to / we are willing to / we would like to To

10、 show goodwill, we will Back2021/3/1115An offer to take goods back, make a replacement, give a discount etc We have dispatched the new items by express courier. They should arrive by Tuesday, 6 November 2012. To show our goodwill, we would like to offer you a 5% discount on your next order with us.

11、Back2021/3/1116A concluding paragraph aiming at retaining the goodwill of the customerWe look forward to receiving your further orders, and assure you that they will be filled correctly / promptly.Place an order/ fill the order Back2021/3/11172021/3/1118Positive Tone in Adjustment Letters To develop your ability to use a positive tone in letters of adjustment. Letters of complaint are often written with a very negative tone, but you should not copy the negative words, you should replace them with