1、第2章:復投訴信Replies to complaints 直播課堂講稿Writing Notes寫作提示Replies to complaints are also called adjustment letters: to adjust a difficult situation to the benefit of both the writer and the reader. Adjustment letters must be prompt.譯:復投訴信亦稱“調解信”,其作用是協調雙方之間的困局,對問題提出有益于雙方的解決方案。投訴信必須及時回復.Letter of Reply to

2、Complaints復投訴信例文Dear SirsYour Order No. 123 per S/S “Prince”Thank you for your letter of November 11. We were glad to know that the consignment was delivered promptly, but it was with great regret that we heard case No. 3 did not contain the goods you ordered.On going into the matter we find that a

3、mistake was indeed made in the packing, through a confusion of numbers, and we have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are ready.We have already cabled to inform you of this, and we enclose a copy of the telegram. We shall

4、be grateful if you will keep case No. 3 and contents until called for by the local agents of World Transport Ltd., our forwarding agents, whom we have instructed accordingly.Please accept our apologies for the trouble caused to you by the error.Yours faithfully譯:謝謝你方11月11日來信。欣悉貨物已迅速運到,但遺憾的是第3號箱內貨物非屬

5、你方所定。經過調查,我們發現由于號碼混淆,在包裝時發生差錯。現已安排好將正確貨物立即運給你們。有關單證一俟備妥就立即郵寄。我們已電告此事,茲隨函附上電報抄件一份。請將第3號箱及所裝貨物代為保存,等候世界運輸公司在你地代理人前來領取。世界運輸公司是我們的(運輸報關代理行,我們已委托該公司代為辦理。上述差錯給你帶來了麻煩,對此我們深表歉意。Reply to Letter2Dear Mr AboeI refer to your letter of 18 December regarding delivery of your order for 24 Tanson 1GHz Pentium X Com

6、puters. Thank you for bringing the matter to my attention.According to our Accounts Departments, although we discussed delivering the above computers by 2 December, if fact we did not get your order until 18 Decemberthe same day as your letter of complaint. I am afraid the delay in delivery has been

7、 due to our not receiving the order for two weeks.I regret, therefore, that we cannot guarantee delivery before New Year. As I mentioned earlier this month, this time of year is very busy for us. However, as it is clear that you have been inconvenienced by this unfortunate situation, we prepared for

8、 offer youthe loan of 24 Tanson Pentium II (450MHz computers until such time as we can deliver your order.If this arrangement is acceptable to you, please contact me by return so that I can make the necessary arrangements.Yours sincerelyfor INTERFACE COMPUTERSLee Jung HyunMr Lee Jung HyunSales Super

9、visor譯:您12月18日來函提出貴公司二十四臺Tanson 1GHz奔騰電腦訂單之交貨問題。感謝貴公司提出有關事宜使本人注意。盡管我們商定于12月2日之前發運上述電腦,但依據會計部門資料,本公司于12月18日,即貴公司寫投訴信之日才收到貴公司訂單。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。正如本人在本月早前提及,每年此時敝公司都十分繁忙。然而無論如何,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。若貴公司能接受此種安排,請復函與我聯絡

10、以便做出必要安排。復投訴信的結構和典型例句復投訴信的措辭和結構回復投訴信要恭敬有禮,絕不能指責對方個你帶來了麻煩。最重要的是,復投訴信的語氣要積極,這樣能讓對方覺得你們對每一個客戶的投訴都是認真對待得,從而給對方留下良好的印象。此外,客戶對你們公司的服務質量提出更高的要求,給予你們改進的機會,讓你顯示一下你對客戶的體貼和關心。實際上,許多復投訴信都具有廣告宣傳的意味。復投訴信應該完整簡潔。一般包括一下四個部分的內容。第一部分告知對方投訴信已收悉;第二部分講述收到信后你所采取的行動;第三部分簡單說明你的決定;第四部分如有需要提出合理的補償。第一部分:告知對方投訴已收悉,并感謝對方提醒自己關注此事

11、這一段落篇幅很短,略述投訴信已經收悉。不要重提投訴信得細節,因為這樣等于提醒對方投訴之事,也會給信件或傳真帶上消極的色彩。因此,只要概括地將投訴這件事一筆帶過就可以了。復投訴信與大多數其他的商業信函不同,不能采用“以您為先”的語氣。如:“in your letter you complained about the late delivery of ”之類的句子,不適于用在這類信函中,原因有兩點:第一,提醒對方想起投訴之事,并一再向對方表示你支持投訴。第二,有些收信人在讀到這類句子時,會產生好像做錯了事而受到指責得感覺。復投訴信的開頭采用一般的信守引語,如“I refer to your le

12、tter of regarding delivery times/ the standard of the goods we supplied/our invoice (HG5454300”等等。信文的語氣要積極,避免使用帶有消極含義得賜予,如damage, defective, poor, quality, incorrect, mistake 及prolem等。下列句子往往能給對方留下積極的印象:例句1:I refer to you letter of 10 October regarding .Thank you for (We appreciate your bringing this

13、 matter to our attention. 現就您10月10日來函所提關于的事做出回復。感謝您提出此事使我們注意。例句2:Thank you for giving us the opportunity to look into our delivery procedures. 感謝您給予我們機會,引起我們對公司的出貨手續的注意。第二部分:告知對方你所做的調查及其結果這一段落要向對方說明,對于對方的傾訴,你已經采取了行動,表示自己對客戶投訴給予了足夠重視。同樣,這一段也要簡明扼要,不能花過多的的筆墨對投訴進行描述,用一句話簡單地概括一下你收到對方投訴信后所采取的行動和調查結果就可以了。這

14、句話可以放在第一段的末尾或第二段的開頭。把這句話至于的第一段的末尾可以削弱投訴的嚴重性,但如果你想讓對方感到你對這件事的重視,放在第二段的開頭可能會更好一些。在信中說明你已采取了行動,可以這樣表達:I have checked with the transporters, and they inform me thatAccording to our Accounts Department According to our records例句1:Having checked with our suppliers, it is clear that they mistakenly sent us

15、 a consignment of faulty disks. Apparently, the damage was caused during the production process, and the suppliers are currently recalling all of batch 761b. 我們向本公司的供應商作了核實,確認他們將一批不良光碟錯發給本公司。顯然,質量問題是在生產過程中產生的。供應商目前正在追回這批批號為761的產品。調查結果通常應歸納為原因和結果兩方面得內容,如:例句2:The delay was due to poor weather conditio

16、ns. 發貨延誤是因為天氣情況惡劣。例句3:Because of the mail strike, we did not receive your order until 23 September. 由于郵政人罷工,我們9月23日才收到貴方訂單。The damage sustained by your order came about as a result of the poor weather conditions during transportDelays at the docks led to the consignment being shipped late.第三部分:要么承擔責

17、任,給予賠償,要么拒絕承擔責任,提出折衷方案對于投訴,你的決定要么是接受,要么是提出反對意見。如果對方投訴適合理的,這一段就應該直截了當地承認這是事實,就造成差錯的原因作出簡單的解釋,并向對方保證這種情況不會在此發生。除非這是你的責任,否則不要將事情歸咎于任何人。如果責任在于你,就應該主動承認向對方致歉。親自道歉總能受到對方的歡迎。如果你不得不拒絕客戶提出的補償要求(見教材范例4,也必須設身處地為客戶考慮,向他們作出合理的解釋,為什么他們建議的解決方案是不可能的。如果你和客戶之間有“中間路線”可走,你也可以提出折衷方案。承擔責任,給予賠償不要害怕承擔責任。多數情況下,如果責任在于你方,那么承擔

18、責任往往要比推卸責任更容易寫。許多人投訴的目的僅僅是想投訴得到對方忍痛,而并不看重賠償。如果你否認問題的存在而一味推卸責任,那么事情只會是適得其反。例句1:I really must apologize for the inconvenience you have been caused. We take all our customers comments seriously. With this in mind, we are more than happy to replace the faulty disks. 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

19、則,本公司非常樂意更換這批不良光碟。I really must apologize for the inconvenience which has been caused.I hope you have not been too inconvenienced.Please allow us to apologize for putting you to so much trouble.承認這是己方的責任以后,要相對方保證今后不會再出現類似的錯誤。如果你樂意,也可以提一提,鑒于對方的投訴,今后你將在辦事程序上做出哪些改進,例如:In future, we shall use the servic

20、es of a different transport company.不要過分顯示自己的大度,隨便作出不可能兌現的承諾客戶在將來可能會發現一點。下面的句子就足以使對方確信,你的公司十分重視客戶利益:We assure you that in future we shall do we can to avoid this error occurring again. We shall endeavor to make sure that this does not happen again .如果你愿意承擔責任并同意客戶提出的解決方案,那么最后一段只須確認作出賠償的安排就可以了。記住慷慨大方的

21、態度有百利而無一害,甚至可以藉此進行銷售推廣宣傳。With mutual cooperation, this case has been settled amicably and we shall remit to you amount of Stg.3,009 in compensation for the loss arising wherefrom. 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。We take all our customerscomments seriously. With this in mind, we are more than happ

22、y to cover the cost of replacing the defective goods.2拒絕承擔責任,提出折衷方案如果你認為錯誤不是你們這方的責任,就必須向對方表明你對這事感到遺憾。但是客戶可能會認為你的決定是不公平的。因此寫信時要語氣堅定,但用詞卻要婉轉.最后,即使你認為責人不在于你,為使客戶滿意作出讓步,也不失為一個好辦法。同時,選詞用句應語氣積極,并在信中表明,你的讓步是為了調和你與客戶之間的分歧,如:例句1:I am afraid the delay in delivery has been due to our not receiving the order fo

23、r two weeks. I regret, therefore, that we cannot guarantee delivery befo re New Year. However, as it is clear that you have been inconvenienced by this unfortunate situation, we are prepared to offer you the loan of 24 Tanson Pentium II (450 MHz computers until such time as we can deliver your order

24、. 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。然而無論如何,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。例句2:I regret to inform you, therefore, that we cannot give you a refund. In this case, the goods are of saleable quality, so a refund is out of the question. However, at

25、 Videx, we feel strongly that your satisfaction is our top priority. So, in order to make up for some of the inconvenience you have suffered, we should like to offer you the chance to buy the L16 at an unbelievably low price. . 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品,因此退款是不可能的事。然而,Videx 電子產品公司

26、素來客戶至上,讓客戶滿意是我們的宗旨。為了彌補您所遭受的不便,本公司愿意以驚人的低價向您出售L16型錄影機。方法與策略首先肯定對方投訴對提高服務質量能起到積極有益的作用。如果原意賠償,則應表明你的誠意,讓客戶知道你們公司持守客戶至上的宗旨。如果你拒絕接受對方的投訴,為了保持商譽,就要準備作出妥協。不要忘記,回復投訴信是為公司做廣告宣傳的良機。Writing Exercises1、寫查詢信寫作要求:你們是較大的紡織品經銷商,從紐約的瓊斯·史密斯公司(Messrs John and Smith of New York得知一家棉布床單和枕套的出口商。現向這家出口商寫信,要求對方寄來各種產品

27、的詳細資料,包括型號、顏色和價格以及所用各種品質原料的樣品。并要求對方告知交易條件和就每種商品購買量不少于100打所能給予的折扣。希望對方的報價包括保險和到利物浦的運費。參考例文:Dear SirsCotton bed-sheets and pillowcasesrequest for a quotationMessrs Johns and Smith of New York inform us that you are exporters of all cotton bed-sheets and pillowcases. We would like you to send us detail

28、s of your various ranges, including sizes, colors and prices, and also samples of the different qualities of material used.We are large dealers in textiles and believe there is a promising market in our area for moderately priced goods of this kind mentioned.When quoting, please state your terms of

29、payment and discount you would allow on purchases of quantities of not less than 100 dozen of individual items. Price quoted should include insurance and freight to Liverpool.Yours faithfully2、寫復查詢信 寫作要求： 以上述棉布床單和枕套出口商的角度對上述查詢信進行回復。回信的主要內容如下：1、隨函 寄去了帶圖解的商品目錄、價目單和樣品。2、對于購買量不少于 100 打的商品給予 2%的折扣。 用不可撤銷的信用證支付。3、由于柔軟和耐用