unit 5-6投訴信及回復(fù)

Lettersofcomplaint

andadjustmentLettersofcomplaintWhen?Whenyouhaveproblemswithfaultygoodsorservices,itisoftenagoodideatoputthedetailsofyourcomplaintinwriting.

Why?Toreducelosses;togetexpectedservicesGeneralTips:

Trytomakesureyourletterissenttotherightpersonordepartment.Tryandkeepyourlettershort.

Bepoliteassarcasmorrudenesswillnothelpyourcause!Saywhatyouwantforyourcomplainttoberesolved.Giveareasonabletimetableforactiontobetakenbeforeyouwillconsiderotheroptions.Keepacopyoflettersyouwrite.StyleoflanguageBebrief:oneletter,shortparagraphs.

Behonestandstraightforward:conciseandprofessionalwording.Maintainafirmbutrespectfultone:avoidingaggressive,accusinglanguage.Usepassiveandimpersonalstructuresinsteadofrude,personalexpression.*Youmustcorrectyourmistakeasap.

Themistakemustbecorrectedasap.Avoiddisgusted,infuriated,enraged,amazedetc.toexpressdissatisfaction.

Thisisthe3rdtimethismistakehasoccurredandwearefarfromsatisfiedwiththeserviceyouoffer.Donotuserude,childish“fault”,“blame”.*itisnotourfault.Itisprobablythefaultofyourdispatchdepartment.Themistakecouldnothaveoriginatedhere,andmustbeconnectedwiththedispatchofthegoods.FormatMr.(orMs.)_______dateCompanynameAddressofthecompanysalutationBODYcomplimentaryclosesignaturetypednameContentofBodyOpening

Stateyouwanttomakeacomplaint.ExplainingtheproblemSuggestingasolution

Statewhataction/compensationyouexpect.Statefactsofsituation:dates,products,ordernumbers,reasonsofcomplaints(whatiswrong).Statetheextentofdamage,inconvenience.Statethereasonsoftheproblems(ifyouknowany).TypicalsentencesforopeningIamwritingtocomplainaboutaseriousdefectfoundinthecomputerIboughtfromyou.Iamwritingtonotifyyouofaclaimfordamagedgoodsagainstyourcompany.Iamwritingtorequestyoutotakecorrectiveactionsconcerning…Iamwritingtoexpressmyconcern/dissatisfactionabout…Iwouldliketodrawyouattentionto…TypicalsentencesforopeningIthascometomyattentionthat…IamwritingtorequestafullrefundofthecoursefeeIhavepaid.Iamwritingtorequestarefundofthe300dollarsIpaidfortheCDplayer.IamwritingtoaskyoutoreplacetheCDplayerIboughtfromyourshopwithanotheringoodworkingorder.Typicalsentencesforproblem-describingIthoughtIshoulddrawyourattentiontothesituationsince…Thedevastationeffectcouldbemultipliedifthisproblemcannotbesolvedimmediately.Iamcertainthatthissituationiscausingusconsiderableanxiety.Iwouldbegratefulifyoucouldmanagetohelpmeoutoftheproblem.Typicalsentencesforproblem-describingOneannoyingaspectofyourserviceis…Ihavebeenpleasedwithyourserviceforyears，butnowIfeelverydisappointed.

Itwouldbehighlyappreciatedifyoucould…Itrustyouwilltakemycomplaintsseriouslyand…Itisagreatpitythatwefindthereissomethingwrongwith…Typicalsentencesforproblem-describingIamsuretherearetechnicalorman-madeerrorsinvolved.TherearesomeproblemswiththeflatthatIwishtobringtoattention.Foronething,thereis…Foranother,...Icanhardlybear/tolerate/putupwithitanymore.Ihopeyouwillgivedueattentiontothismatter.TypicalsentencesforreasonsofcomplaintsOncheckingthecameraIdiscoveredthatitdidnot(ordidnotappearto)function.Ireallymustcomplainaboutthequalityofthegoodsthatyourecentlysentus.Youhavesupplieditemswhichfallfarbelowthestandardexpected.Aftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.

。TypicalsentencesforreasonsofcomplaintsWhenwediscusseddeliverydates,youassuredusthatyoucoulddeliverby2December.However,thegoodsarenowtwoweeksoverdue/late.Yourinvoicestatesthattheconsignmentcontained1GHzPentiumXcomputers,whereas,infact,itcontained450MHzPentiumIIcomputers.Youhavesupplieditemswhichfallfarbelowthestandardexpected.TypicalsentencesforreasonsofcomplaintsThestandardofworkmanshipofyourproductsisinadequate.Youhavesentusgoodswhichwedidnotorder.Weshouldliketopointoutthatwedidnotordertheconsignmentoflaptopcomputerswhichwasrecentlydelivered.Wehavereceivedthe15casesofGreenTeayousentus,butregrettosaythatonexamination,fiveofthemwerefoundtobeinabadlydamagedcondition.Thiswasapparentlyattributabletofaultypacking.

TypicalsentencesforsolutionsWeshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones.Weshouldbegratefulifyouwouldgiveme/usacompleterefundforthedefectivegoodswhichweredelivered.

Weshouldappreciateyourlookingintothismatterandarrangingfordeliverywithinthenextthreedays.Wehopeyoucanmakeaninvestigationintothismatterassoonaspossible.TypicalsentencesforsolutionsTypicalsentencesforsolutionsIhopeIcangetmyrefundassoonaspossible.Ifitisnotproperlysettled，Iwouldaskyoutogivemymoneyback,orIwouldcomplaintotheconcernedauthorities.Iwouldbeverygratefulifyoucouldlookintothematterassoonaspossible.AndIamlookingforwardtoanearlyreply.Wouldyoupleaseletmeknowwhetherornotyoucan…assoonaspossible?TypicalsentencesforsolutionsUnlessyoutakepromptactiontocorrectthecar’sdefectsorrefundthepurchasepriceinfull,Iwillbeforcedtotakelegalaction.Ibelievethisistheonlywaytogetthismattersettled.Pleasemaketheadjustmenttomybill.Itistoobadthisunfortunateaccidentoccurred.Otherwise,Iwasverypleasedwithyourservice.Iamgladtoseewhatyoucandotorectifythissituation.TypicalsentencesforsolutionsIfyoucouldfindtimetoletusknow,itwouldsetourmindsatrest.Iamreluctanttotakethematterupelsewhereandhopethatyouwillbeabletoletmehavesomeexplanationoftheincident.Iwouldbegratefulifyouwouldensurethatthesamethingdoesnothappenagain.Iurgeyoutoreconsideryourconsideration.TypicalsentencesforsolutionsAtimeforfurtherdiscussiononthisissuecanbearrangedeitherbytelephoningmeat13456789orwritingtomeviatheaddress…Ihopewecanworksomethingouttoourmutualbenefit.Youragreementtothesuggestedcourseofactionwillbeappreciated.Yourcommentswillbeappreciated.Ibelievethismattercanberesolvedquicklyandlookforwardtoyourearlyreply.TypicalsentencesforsolutionsPleaseletmeknowwhatyouproposeinrelationtothisissueassoonaspossible.Iawaityourreplyandtrustthatitwillcontainanexplanationthatsomemistakeshavemadebyyourcompany.IwouldliketostressthatIwillnottolerateasituationlikethis.Itrustthatyouwillbeabletocorrectthesematterswithoutdelayandthatnofurtheractionwillbenecessaryonmypart.Sample(addressomitted)July6Dearsir,I’mwritingtoyoutocomplainaboutyourwrongdeliveryofmyorder.IreceivedaconsignmentofapairofdancingshoesfromyoulastFriday,whichwereorderedfromyoursummercatalog,No.154.ButonunpackingthemIfoundonlytheleftoneinthebox.ThemissingoftheothershoehadnotonlyresultedinmyfailureofattendingadancingcontestlastSaturday,butalsocausedinconveniencetomydancingpartner.Thebestsolutionformewouldbetogetarefundofthepaymentandanapologythatyoumaketomydancingpartner.I’mlookingforwardtohearingfromyousoon.Yours,

AliceMcEvoyAliceMcEvoyExercise寫(xiě)信人：RobertSteinbeck收信人：店方寫(xiě)信時(shí)間：2007年３月３１日投訴內(nèi)容：店員接待顧客怠慢，顯得很不耐煩，待客粗暴，出語(yǔ)傷人。希望店方本著顧客至上的理念，注意改進(jìn)顧客服務(wù)態(tài)度。March31,2007

DearSir/Madam,

I’mwritingtomakeacomplaintaboutyourshopassistants’attitudetowardstheircustomers.

Whenwewereshoppingtheotherdayinyourdepartmentstore,yourassistantdidn’tcomeuntilwecalledseveraltimes.Thewomanassistantshowedimpatiencebeforewemadeourdecisiononwhattobuy.Andwhat’smore,sheevencalleduglynameswhenwedecidednottobuythings.

Inmyeyes,theabovepointsareonlyapartofthemanyfailingsinyourservice.Yourassistants’foolishactionscouldwellcontributetohurtinggenuinecustomerstoyourstore.

BywritingyourthisletterIonlymeanthatyoushouldpayattentiontoyourserviceforyourcustomers.Yoursfaithfully,RobertSteinbeckReplytolettersofcomplaintalsoknownas‘a(chǎn)djustmentletters’:toadjustadifficultsituationtothebenefitofboththewriterandthereader.Adjustmentlettersmustbeprompt.Predictproblemsthatmayappear.Writeyourreplyinamildandroundabouttone.StructureandtypicalsentencesPartI:tellthereceiveraboutyourgettingitscomplaint,andshowyourthanksfortheirbringingthemattertoyourattention.PartII:tellthemaboutyourinvestigationandresults.PartIII:youeitherbeartheresponsibilityandcompensatethemoryourefusetotaketheresponsibility,andprovideacompromise.SamplesentencesforPartOneIrefertoyourletterof10Octoberregarding…..Thankyoufor(Weappreciateyour)bringingthismattertoourattention.Thankyouforgivingustheopportunitytolookintoourdeliveryprocedures.

SamplesentencesforPartTwoHavingcheckedwithoursuppliers,itisclearthattheymistakenlysentusaconsignmentoffaultydisks.Apparently,thedamagewascausedduringtheproductionprocess,andthesuppliersarecurrentlyrecallingallofbatch761b.Thedelaywasduetopoorweatherconditions.Becauseofthemailstrike,wedidnotreceiveyourorderuntil23September.SamplesentencesforPartThreebeartheresponsibilityandcompensationIreallymustapologizefortheinconvenienceyouhavebeencaused…..Wetakeallourcustomers’commentsseriously.Withthisinmind,wearemorethanhappytoreplacethefaultydisks.…beartheresponsibilityandcompensationWithmutualcooperation,thiscasehasbeensettledamicablyandweshallremittoyouamountof￡3,009incompensationforthelossarisingtherefrom.refusetotaketheresponsibility,andprovideacompromiseIamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks.Iregret,therefore,thatwecannotguaranteedeliverybeforeNewYear.…However,asitisclearthatyouhave