如何處理投訴函

菲同一般助力卓越演示

主講人張曉云HowtoreplyforaComplaint/Claim

如何回復(fù)投訴函/索賠函/view/1c24aaed551810a6f5248637.html?from=search學(xué)習(xí)內(nèi)容

目標(biāo)與技能接受投訴—理賠函理解合同的有關(guān)質(zhì)量、數(shù)量異議提出的時(shí)間和依據(jù)、規(guī)定。掌握回復(fù)投訴信函的英文表述，理賠信函的寫作要點(diǎn)，也能能夠針對(duì)對(duì)方的索賠有禮有節(jié)地進(jìn)行理賠拒絕投訴

能夠針對(duì)對(duì)方的申訴及企業(yè)的實(shí)際情況及時(shí)回復(fù)客戶，在維護(hù)自己利益的同時(shí)維護(hù)與客戶之間良好的貿(mào)易關(guān)系。WritingskillsIntroduction

Inbusinessworlditisunavoidabletoreceivecomplaintsandclaims.Howtoresolvetheproblemsappropriatelybecomesatoughandchallengingtask.Itissaidthemostdifficultybusinessletteristorespondtocompliantandclaims.However,therearestillsomeuseful;tipsforwritingitwithoutdamagingthecompany’simage.在商界，很難避免收到投訴和索賠函。如何適當(dāng)?shù)亟鉀Q這個(gè)問題成為一個(gè)棘手和挑戰(zhàn)。據(jù)說，最難寫的函電就是回復(fù)處理投訴和索賠函。盡管如此，還是有一些有用的竅門，寫作技巧幫助你在寫作的時(shí)候，不損害公司的形象。業(yè)務(wù)導(dǎo)入

當(dāng)你收到一個(gè)投訴或者索賠的時(shí)候，你要么理賠，要么拒絕索賠，取決于你收到的函電的情況。Whenyougetacomplaintorclaim,youmayeithergrantanadjustmentorrejectit,dependingonthesituation.Refusalofarequest拒絕投訴

拒絕所求肯定是一個(gè)壞消息。因而要選用一種非直接的寫作順序。在拒絕的函電中，寫信人應(yīng)該有兩個(gè)目的，主要的目的就是拒絕，另一個(gè)目的就是維持一種良好的愿景，你可以很簡(jiǎn)單地直接說“不”來達(dá)到第一個(gè)目的；而維持一個(gè)良好的愿景，則需要考慮很多。以下的方式可以有助于你把這類函電處理的更好。Refusalofarequestisdefinitelyabadmessage.Thereforeanindirectorderispreferred.Intherefusalmail,youhavetogoals.ThemainoneistosayNO,theotheristomaintaingoodwill.YoucouldachievethefirstgoalbysimplysayingNO---plainlyanddirectly.Maintaininggoodwill,however,requiresmore.Thefollowedpatternsmayhelpyouhandlethethingsbetter.ChecklistforRefusalofarequest拒絕投訴寫作要點(diǎn)

1beginswithwordsthatindicateresponsetotherequestandareneutraltotheanswer,andsetupthestrategy.2expressyourconcernoverthewriter’stroubleandyourappreciationthathewrotetoyou.3presentyourjustificationorexplanation,usingpositivelanguageandyou-viewpoint。4Ifyoucan,trytooffersomepartialorsubstitutecompensationordirectfriendlyadviceismuchbetterthanrefusepositively.Thisisforthesecondpurposeofyouranswer.5endwithadapted,goodwillcomment,liketoexpressyouareconfidentialthatyouandthewriterwillcontinuedoingbusiness.用中性回復(fù)的詞作為對(duì)于投訴的反應(yīng)，然后注意回復(fù)的策略。表達(dá)你對(duì)投訴函電寫信人所遭遇的麻煩表示關(guān)切，感謝對(duì)方給你寫投訴函。表達(dá)你的判斷或者解釋，用正向語言，使用對(duì)方視角的觀點(diǎn)如果可能的話，試著