回復(fù)投訴函示例

菲同一般助力卓越演示

主講人張曉云Sampleofreplyingtoacomplaint

回復(fù)投訴函示例學(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。TARGETChecklistforreplyingtoacomplaint回復(fù)投訴函的寫作要點(diǎn)

1Startwithparagraph1:acknowledgethepreviousletter,summarizeverybrieflywhatwassaidinitandapologizesincerelyfortheinconveniencecausedevenifyoulatergoontopointoutthatthecompliantwasnotreallyjustifiedatall2Fromthesecondparagraphandnow,explainindetailhoweachmistakeshasbeenmadeandgoontosaywhatactionyouintendtotakeputthematterright.Youshoulddevoteparagraphtoeachcompliantyouhavetoreplyto.第一段我們要提及前面的相關(guān)信函，簡(jiǎn)單地總結(jié)一下信函里的內(nèi)容，為給對(duì)方引起的不方便誠(chéng)摯道歉。即便你后面要指出前述信函里的投訴實(shí)際上完全不能理賠。第二段往后，要詳細(xì)地解釋投訴的錯(cuò)誤發(fā)生的緣由以及一一敘述你將采取什么行動(dòng)讓事情向正確的方向趨轉(zhuǎn)。每一條應(yīng)該回復(fù)的投訴應(yīng)該占用一段文字，列寫清楚。Checklistforreplyingtoacomplaint回復(fù)投訴函的寫作要點(diǎn)

3Then,apologizeagainforthemistakesyouhavemadeandassuretoyourclientthatyouwillnotmakethesamemistakesagain.Sayclearlywhatcompensationyouareabletoofferforinconveniencecaused.4lastparagraph:cordialconclusion然后，另起一段再次就你們已經(jīng)導(dǎo)致的錯(cuò)誤道歉，并保證將不再發(fā)生類似的錯(cuò)誤。明確地說(shuō)明你們可以提供什么樣的補(bǔ)償來(lái)賠償已經(jīng)引起的不方便。最后一段：親切友善的結(jié)尾。Sampleletteranalyzing樣信分析

DearMr.,JohnRe:WrongshipmentofyourorderitemPN-235

關(guān)于錯(cuò)運(yùn)你方訂單PN-235貨物WerefertoyourletterofJuly15th.WethankyouforcallingourattentiontothefactthatthewronggoodswereshippedonyourorderitemPN-235.我方回復(fù)你方7月15日的信函，感謝你方來(lái)函要求我方注意你方訂單貨號(hào)PN-235貨物錯(cuò)運(yùn)的問(wèn)題。Incheckingthefiles,wefindthatourstaff-in-chargeshippedthegoodsofitemPN-325insteadofitemPN-235onwhichyourorderwasplaced.仔細(xì)檢查發(fā)現(xiàn)，我們負(fù)責(zé)發(fā)運(yùn)的員工把PN-325號(hào)貨物錯(cuò)當(dāng)成你方訂單PN-235發(fā)給了你們。主題明確感謝對(duì)方來(lái)函，說(shuō)明回復(fù)信函目的查找錯(cuò)誤發(fā)生的原因Sampleletteranalyzing樣信分析

Wesincerelyregretthatwehavemademuchtroubletoyou.Weassureyouthatthebestofferwillbemadetopreventanyrepetitionofsuchmistakes.我方非常抱歉給你方造成的麻煩。我們保證將盡我們最大的努力防止這樣的錯(cuò)誤再次發(fā)生。Inordertoadjustthematterwehavejustcaused,wehopeyouwouldacceptthegoodsatanallowanceof3%,throughwesustainagreatlossasthepriceofitemNoPN-325being5%higherthanthatofPN-235.Thatmeans8%off.為了補(bǔ)償我們已經(jīng)導(dǎo)致的錯(cuò)誤，我們希望你方可以接受這批貨物，我方將降價(jià)3%。盡管我們也要承受巨大的損失，因?yàn)镻N-325本身就比PN-235高5%。這就意味著我方的折扣達(dá)到8%。提出理賠方案誠(chéng)懇道歉并保證不再發(fā)生Sampleletteranalyzing樣信分析

Pleaseacceptourapologiesagainfortheinconveniencecausedtoyouandfurtheropportunitytoregainourconfidence.請(qǐng)?jiān)俅谓邮芪覀兊牡狼?。我們也希望利用這個(gè)機(jī)會(huì)來(lái)感謝你或你的惠顧。