投訴信與復(fù)投訴信寫作

投訴信

Complaints

Businessrelationshipsdonotalwaysrunsmoothly.Peoplemakemistakes.Accidentshappen.Inefficiencyanddelaysinproductionleadtolatedeliveries.Poorqualitycontrolleadstocomplaintsofproductunreliability.Slackhandlingleadstobreakages.So,peoplecomplain.Thecontentsofthecomplaintlettersshouldbeconstructive,andyourtoneshouldbe‘controlled.’精選課件Thecommoncausesforcomplaints

1)damagedorfaultygoods貨物受損或有瑕疵;2)deferred/delayeddelivery延誤交貨;3)falsedocuments單據(jù)有誤;4)inconformity(shortweight,wronggoods,unsolicitedgoodsetc)交貨有誤(數(shù)量有誤、貨物不符或未經(jīng)訂購收到貨物);5)Inferiorquality質(zhì)量沒有到達(dá)要求精選課件Thepurposeofthecomplaining/claimletteristoconvincethereaderthatyouareafairandhonestcustomerwhoisjustifiablydissatisfied,andthatyouhavealegitimatecomplaintthatdeservesadesiredresponse.Themaincontentsofacomplainingletteris:1.togivethereasonsforcomplaints2.toprovidethesolutions精選課件Howtowriteacomplaintletter:

Keepinmindthatmosterrorsareunintentional,andrealizethatmostbusinessesandorganizationswanttoaddressandclearupcomplaintsquicklyinordertohavesatisfiedcustomersormembers.

Bebrief.Keepyourlettertoonepage,andwriteshortparagraphs,ratherthanlongones.

Behonestandstraightforward,andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavethoroughlyresearchedthesubject.However,omitirrelevantdetails.Keepyourletterconciseandprofessional.精選課件Maintainafirmbutrespectfultone,andavoidaggressive,accusinglanguage.

Sendonlyphotocopiesofreceiptsandotherdocuments,andretainalloriginals.Keepacopyoftheletterforyourrecords.

Inmanycases,youcanincreasetheeffectivenessofyourletterbygettingseveralotherstosignitwithyou.Thisisparticularlythecasewhentryingtoinfluenceorchangelegislation,denouncingmaterialfromthemedia,andsoforth.

Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction,voiceyourfeelingsinatactfulbutfirmway.However,don'tthreatenlegalactionunlessyouarewillingtofollowthroughwithit.精選課件Ifyourletterfocusesonasingleindividual,avoidmakinggeneralizationsaboutthecompanyororganization.

Ifyouneedtomakeacomplainttooraboutpeoplethatyouwillstillhavecontactwithonaregularbasis,yourletterneedstoaccomplishitspurposewithoutdestroyingtherelationship.Usetact,andbedirect,butrespectful.精選課件Includeyourcontactinformation(name,address,phonenumber,ande-mailaddress),ifdesired,sothattheperson(s)canreachyoutodiscussanyquestionsorconcerns.

Ifafirstletterdoesnotbringaction,assumeastrongerbutstillrespectfultoneinthenextone.Iftwoorthreelettersdonotresolvetheproblem,sendonetothepresidentorCEOofthecompanyorentity.Ineachcase,befirmbutpolite.精選課件Considerthisstrategywhenwritingaclaimletter:

·1-openingparagraph(Identifytheproductorservice)

·2-explaintheproblem(whatiswrong,givingdates,placesetc)

·3-describeextentofdamage,inconvenience

·4-whataction/compensationexpected(proposesolution)

·5-close(Endtheletterrespectfully)精選課件Tip:

Suggestwhyitisintherecipient'sbestinteresttograntyourrequest:appealtotherecipient'ssenseoffairness,desireforcontinuedbusiness,butdon'tthreaten.Findsomewaytoviewtheproblemasanhonestmistake.Don'timplythattherecipientdeliberatelycommittedtheerrororthatthecompanyhasnoconcernforthecustomer.Towardtheendoftheletter,expressconfidencethattherecipientwillgrantyourrequest.精選課件Typicalsentencesforreasonsofcomplaints1.WehavereceivedmanycomplaintsfromthecustomersconcerningthetoothbrushesunderourOrderNo.6678.我們收到了許多客戶對你們供給6678號訂單牙刷的投訴。2.OncheckingthecameraIdiscoveredthatitdidnot(ordidnotappearto)function.經(jīng)檢查我發(fā)現(xiàn)照相機(jī)(似乎)不能正常使用。3.Ireallymustcomplainaboutthequalityofthegoodsthatyourecentlysentus.對于貴方最近發(fā)送的貨物存在的質(zhì)量問題，我不得不向您提起投訴。精選課件4.Youhavesupplieditemswhichfallfarbelowthestandardexpected.貴方提供的物品，質(zhì)量遠(yuǎn)遠(yuǎn)未能到達(dá)所期望的標(biāo)準(zhǔn)。5.Aftercheckingthegoodsagainstyourinvoice,wediscoveredaconsiderableshortageinnumber.

經(jīng)對照發(fā)票之后，發(fā)現(xiàn)數(shù)量少了很多。6.Wehavereceivedthe15casesofGreenTeayousentus,butregrettosaythatonexamination,fiveofthemwerefoundtobeinabadlydamagedcondition.Thiswasapparentlyattributabletofaultypacking.

我方已收到你方運(yùn)來的15箱綠茶，但遺憾的是，經(jīng)檢驗，其中五箱損壞嚴(yán)重。很明顯這是包裝不良所致。精選課件7.Whenwediscusseddeliverydates,youassuredusthatyoucoulddeliverby2December.However,thegoodsarenowtwoweeksoverdue/late.當(dāng)初商議交貨日期，貴方曾允諾于12月2日之前一定交貨。然而這批貨現(xiàn)已延誤兩周。8.Yourinvoicestatesthattheconsignmentcontained1GHzPentiumXcomputers,whereas,infact,itcontained450MHzPentiumIIcomputers.貴方發(fā)票上注明，這批貨物是1GHz奔騰X電腦，而實(shí)際上收到的是450MHz奔騰II電腦。9.Youhavesupplieditemswhichfallfarbelowthestandardexpected.貴方提供的物品，質(zhì)量遠(yuǎn)遠(yuǎn)未能到達(dá)所期望的標(biāo)準(zhǔn)。精選課件10.Thestandardofworkmanshipofyourproductsisinadequate.貴方產(chǎn)品的工藝不能令人滿意。11.Youhavesentusgoodswhichwedidnotorder.Weshouldliketopointoutthatwedidnotordertheconsignmentoflaptopcomputerswhichwasrecentlydelivered.貴方運(yùn)送之貨物，我方并未訂購。我們在此指出，我們沒有訂貨，最近卻收到了一批便攜式電腦。精選課件Typicalsentencesforsolutions1.Weshouldbeobligedifyouwouldreplacethegoodsyoudeliveredwiththecorrectones.貴方假設(shè)能更換發(fā)錯的貨物，我們將不勝感謝。2.Weshouldbegratefulifyouwouldgiveme/usacompleterefundforthedefectivegoodswhichweredelivered.

對于這批瑕疵貨物，貴方假設(shè)能全數(shù)退還貨款，我們將不勝感謝。3.Weshouldappreciateyourlookingintothismatterandarrangingfordeliverywithinthenextthreedays.謹(jǐn)希望您對此進(jìn)行調(diào)查，三天之內(nèi)安排發(fā)貨，我們將不勝感謝。

精選課件SampleLetters

DearMrLeeDelayeddeliveryofOrderNo.4853-01-98Youwillrememberthatlastmonthweordered24Tanson1GHzPentiumXComputers.Whenwediscusseddeliverydates,youassuredusthatyoucoulddeliveryby2December.However,thegoodsarenowtwoweeksoverdue,andIhaveheardnothingfromyoutoconfirmadefinitedeliverydate.Weurgentlyneedthesecomputerstoupgradetheadministrativefunctioningofouroffices,andyouslownessiscausingagreatdealofinconvenience.精選課件Ishouldappreciateyoulookingintothismatterandarrangingfordeliveryofthesecomputerswithinthenextthreedays.Iamafraidthatifyouareunabletodeliverywithinthisperiod,weshallbecompelledtocancelourorderandpurchasefromanothersupplier.YourssincerelyforADCOINDONESIALTdKadirAboeOfficeManager精選課件Aletterofcomplaintaboutwronggoods

關(guān)于交貨有誤的投訴信

DearSirsOurOrderNo.123Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofsteamship“Prince〞atHamburg.Wethankyouforyourpromptexecutionofthisorder.EverythingappearstobecorrectandingoodconditionexceptincaseNo.3Unfortunatelywhenweopenedthiscasewefounditcontainedcompletelydifferentarticles,andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder.精選課件Asweneedthearticlesweorderedtocompletedeliveriestoourowncustomers,wemustaskyoutoarrangeforthedispatchofreplacementsatonce.WeattachalistofthecontentsofcaseNo.3,andshallbegladifyouwillcheckthiswithourOrderandyourcopyofyouInvoice.Inthemeantimeweareholdingtheabove-mentionedcaseatyourdisposal;pleaseletusknowwhatyouwishustodowithit.Yoursfaithfully精選課件復(fù)投訴信Repliestocomplaints

Repliestocomplaintsarealsocalled‘a(chǎn)djustmentletters’:toadjustadifficultsituationtothebenefitofboththewriterandthereader.Adjustmentlettersmustbeprompt.Predictproblemsthatmayappear.Writeyourreplyinamildandroundabouttone.精選課件StructureandtypicalsentencesPartOne:tellthereceiveraboutyourgettingitscomplaint,andshowyourthanksfortheirbringingthemattertoyourattention.PartTwo:tellthemaboutyourinvestigationandresults.PartThree:youeitherbeartheresponsibilityandcompensatethemoryourefusetotaketheresponsibility,andprovideacompromise.精選課件SamplesentencesforPartOne1.Irefertoyourletterof10Octoberregarding…..Thankyoufor(Weappreciateyour)bringingthismattertoourattention.現(xiàn)就您10月10日來函所提關(guān)于…的事做出回復(fù)。感謝您提出此事使我們注意。2.Thankyouforgivingustheopportunitytolookintoourdeliveryprocedures.感謝您給予我們時機(jī)，引起我們對公司的出貨手續(xù)的注意。精選課件SamplesentencesforPartTwo1.Havingcheckedwithoursuppliers,itisclearthattheymistakenlysentusaconsignmentoffaultydisks.Apparently,thedamagewascausedduringtheproductionprocess,andthesuppliersarecurrentlyrecallingallofbatch761b.我們向本公司的供給商作了核實(shí)，確認(rèn)他們將一批不良光碟錯發(fā)給本公司。顯然，質(zhì)量問題是在生產(chǎn)過程中產(chǎn)生的。供給商目前正在追回這批批號為761的產(chǎn)品。精選課件2.Thedelaywasduetopoorweatherconditions.發(fā)貨延誤是因為天氣情況惡劣。3.Becauseofthemailstrike,wedidnotreceiveyourorderuntil23September.由于郵政人罷工，我們9月23日才收到貴方訂單。精選課件SamplesentencesforPartThree

1〕beartheresponsibilityandcompensate1.Ireallymustapologizefortheinconvenienceyouhavebeencaused…..Wetakeallourcustomers’commentsseriously.Withthisinmind,wearemorethanhappytoreplacethefaultydisks.…對于此事給貴公司造成的不便，我們深表歉意。……我們素來重視客戶意見。本著這一原那么，本公司非常樂意更換這批不良光碟?！x課件2.Withmutualcooperation,thiscasehasbeensettledamicablyandweshallremittoyouamountof￡3,009incompensationforthelossarisingtherefrom.由于雙方合作，此事已友好解決，我方將匯3,009英鎊，賠償你方損失。精選課件2〕refusetotaketheresponsibility,andprovideacompromise1.Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks.Iregret,therefore,thatwecannotguaranteedeliverybeforeNewYear.…However,asitisclearthatyouhavebeeninconveniencedbythisunfortunatesituation,wearepreparedtoofferyoutheloanof24TansonPentiumII(450MHz)computersuntilsuchtimeaswecandeliveryourorder.恐怕此次交貨延誤的原因在于本公司未能及時收到訂單，比預(yù)期晚了兩周。因此我們無法保證在新年之前交貨，對此本人深感遺憾?！欢鵁o論如何，此事已給貴公司造成不便。鑒于此，在貴公司所訂之貨交付之前，我們愿意暫借給貴公司二十四臺Tanson奔騰II(450MHz)電腦。精選課件2.Iregrettoinformyou,therefore,thatwecannotgiveyouarefund.Inthiscase,thegoodsareofsaleablequality,soarefundisoutofthequestion.However,atVidex,wefeelstronglythatyoursatisfactionisourtoppriority.So,inordertomakeupforsomeoftheinconvenienceyouhavesuffered,weshouldliketoofferyouthechancetobuytheL16atanunbelievablylowprice.….因此我很遺憾地通知您，我們不能接受您退款的要求。在這種情況下，我們的貨品是可出售之合格產(chǎn)品，因此退款是不可能的事。然而，Videx電子產(chǎn)品公司素來客戶至上，讓客戶滿意是我們的宗旨。為了彌補(bǔ)您所遭受的不便，本公司愿意以驚人的低價向您出售L16型錄影機(jī)?！x課件SamplelettersDearMrAboeIrefertoyourletterof18Decemberregardingdeliveryofyourorderfor24Tanson1GHzPentiumXComputers.Thankyouforbringingthemattertomyattention.AccordingtoourAccountsDepartments,althoughwediscusseddeliveringtheabovecomputersby2December,iffactwedidnotgetyourorderuntil18December—thesamedayasyourletterofcomplaint.Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks.精選課件Iregret,therefore,thatwecannotguaranteedeliverybeforeNewYear.AsImentionedearlierthismonth,thistimeofyearisverybusyforus.How