抱怨投訴課件

Complaining

抱怨投訴便條(關(guān)鍵詞complain,dissatisfaction)1．交待投訴內(nèi)容（表明本信的目的和要求）2．說明情況，表達(dá)布滿情緒。（告知對(duì)方給自己造成的傷害和不便，提出解決問題的建議）3．表達(dá)希望上述問題盡快得到恰當(dāng)解決的強(qiáng)烈愿望，并對(duì)有關(guān)人員做出的努力表示感謝，必要時(shí)告知對(duì)方自己的聯(lián)系方式。4投訴便條的語言應(yīng)盡量委婉，避免使用過激語言。Sample(1)DateDear....，IamafraidIhavetocomplainabout...Itwascausedbythe...Ican'timaginethatsuchafamous...likeyoursprovidessuchbad...Tosolvetheproblem,Isuggest....Iwouldappreciateitifyoucould...Sample（1）April18，2009DearSirorMadam,IwenttoyourstoretobuyaRadiowatchlastSunday.WhenImentionedthehighprice,theNo.5saleswomanrepliedinasarcastictone,“Youcangoaheadandbuyacheapfakefromotherstores”.Shedidn’tknowhowtotreataprospectivebuyer!Ihopeyoucanimproveyourserviceandgivemeaface-to-faceapology.Mytelephonenumberis.

Sincerelyyours,AmeliaSample(2)April18，2009DearSirorMadam,IamafraidImustcomplainaboutthepoorserviceofyourcompany.Iorderedabookamonthago,butoddlyenough,Ihaven'treceivedituptillnow.PleasecheckonourorderforonecopyofBusinessWriting,byJohnSmith,BeijingUniversityPress,2006,whichwassenttoyouonMarch1,2009withacheckforRMB50enclosedforcost.Hopefullywesolvetheproblemsoonandpleasecontactmeat1234567.Faithfullyyours,GeorgeSample(3)

April18，2009DearSirorMadam,IwenttoyourstoretobuyaRadiowatchlastSunday.WhenImentionedthehighprice,theNo.5saleswomanrepliedinasarcastictone,“Youcangoaheadandbuyacheapfakefromotherstores”.Shedidn’tknowhowtotreataprospectivebuyer!Ihopeyoucanimproveyourserviceandgivemeaface-to-faceapology.Mytelephonenumberis.