投訴回復(fù)信件的要點

1、投訴回復(fù)信件的要點 Rainby Studio1旅游投訴處理對策Get the fact 承認(rèn)投訴事實 Apologize & Sympathize 道歉并表示同情Agree & Act 對要求條件的認(rèn)同并行動補救Thank the guest 向客人致謝Act promptly 補救行動及時、到位Follow up具體落實追綜Set up a file 備檔案例(吸取教訓(xùn)、杜絕同類錯誤情況發(fā)生)2賀州學(xué)院 外語系 旅游英語教研室 Rainbys Studio投訴信應(yīng)該有哪幾部分構(gòu)成?如何讓對方感到你有禮貌，很真誠?請看我們下面的建議。Follow these instructions to

2、make your writing as well organized and effective as possible.Writing an e-mail or a letter requires a clear and well-ordered text. When composing a reply letter, use the following points to structure and order the content: 3賀州學(xué)院 外語系 旅游英語教研室 Rainbys StudioKey PointsThank the customer for their lette

3、r. Explain what you will do to investigate the cause of the complaint.Say what action you will take after your investigation. Apologize to the customer/client. End the letter on a positive note.4賀州學(xué)院 外語系 旅游英語教研室 Rainbys StudioReply to Letters of ComplaintKey points:致謝、致歉說明要采取的什么措施、行動來滿足對方的要求（事前調(diào)查了解）

4、簡單說明造成錯誤的原因（但不要推卸責(zé)任）說明已經(jīng)采取的措施，以防止今后發(fā)生類似的情況希望保持長期良好的關(guān)系如對方提出不合理的要求，提出你的拒絕理由，但語氣要委婉，不要使對方覺得你在懷疑他5賀州學(xué)院 外語系 旅游英語教研室 Rainbys Studio傳遞準(zhǔn)確的信息If you want to know how to lay out your letter properly, go to Your Questions where we reply to a users query about letter layout. Or go on to do our quiz where you can

5、 check that you know how each of the points above was carried out. 在這一頁，你會學(xué)到使用什么樣的語言來應(yīng)對顧客的投訴。正確的語法會傳遞準(zhǔn)確的信息，適當(dāng)?shù)膱龊险f合適的語言是非常重要的。 6賀州學(xué)院 外語系 旅游英語教研室 Rainbys Studio如何寫投訴信和如何回復(fù)投訴信在這一單元中，我們將學(xué)習(xí)如何寫投訴信和如何回復(fù)投訴信。下面是一個生氣的商人寫的一封投訴信，信中談了他的一次不愉快的經(jīng)歷。讀這封信的時候，想一想下面這兩個問題： 他寫信的目的是什么？他想讓收信人做出什么反應(yīng)？7賀州學(xué)院 外語系 旅游英語教研室 Rainbys

6、 Studio寫投訴信 例文1Dear Sir/Madam,I am writing to you to complain about your hotel. I had a terrible stay in room 5012 of your hotel from the 24th to the 26th of August 2002, when I came to Guangzhou on business.Firstly, the air-conditioning in my room could not be turned down or switched off. When I as

7、ked the reception staff to do something about it, they laughed and told me it was better than being hot. I asked your front of house manager and she told me she would send someone to my room immediately. No one came. As a result, I was very cold every time I was in the room.Secondly, I found the bat

8、hroom dirty and the hot water was always warm. Thirdly, the noise at night was extremely loud and I found it difficult to sleep. I asked to change rooms, but was told it was impossible because the hotel was full. I paid a lot for my stay in your hotel and expect much better service from such a well-

9、known hotel. In future, I will not be staying at your hotel again and will inform my business associates of the terrible service.Yours faithfully,Tom 8賀州學(xué)院 外語系 旅游英語教研室 Rainbys Studio回復(fù)投訴信 例文1December 7Dear Carley,Thank you for you letter of December 6.I am very sorry to know that we did not supply e

10、nough hot water in the bath-room during your stay. I do apologize to you for the inconvenience it made.It had been very cold these days and our boiler was not enough to supply sufficient hot water during the summit of using hot water. We are preparing to change a bigger boiler now.There will be no s

11、uch trouble any more. Welcome you to my hotel again. Yours sincerely Walt MillerManager 9賀州學(xué)院 外語系 旅游英語教研室 Rainbys Studio道歉信因過失或疏忽做錯了事，給別人帶來了麻煩或損失，發(fā)覺后要立即寫信給對方賠禮道歉，這是一種禮貌。道歉信要寫得坦率，誠懇。因未能踐約赴宴致歉 Unable to keep ones promiseDear Miss Nancy，Much to my regret I was unable to keep my promise to attend your birthday party last Saturday，owing to the