英文写作：客户投诉处理.ppt

How to Reply to Complaints,Acknowledging receipt of a complaint letter,Accepting a Complaint,Rejecting a Complaint,Apology for the error or fault,Regret at dissatisfaction,Accepting a Complaint,Rejecting responsibility for the problem leading to the complaint,A shortexplanationof the fault,Investigation to be made,Proposal to settle the difficulty,An offer to take goods back,make a replacement,give a discount etc,If a third party(another person or organization)is to blame,direct the complainer to that party,A concluding paragraph aiming at retaining the goodwill of the customer,reasons for the rejection,Acknowledging receipt of a complaint letter,Thank you for your letter of regarding/concerning/in connection with I refer to your letter of about/relating to back,Apology for the error or fault,We must apologise for We sincerely apologise for Please accept our apologies for I would like to apologise for the error made by our company in(verb+ing)back,Accepting a Complaint,We agree that the usual high standards of our products/services were not met in this instance.back,A shortexplanation of the fault,Introductory phrase As a result of our investigation,we found that.(Not:After our investigation.)Causes The error was caused by/was due to my carelessness Apparently,the problem was the result of/resulted from The cause of/reason for the mistake was Effects As a result,you received wrong-size products This led to Consequently,Solutions We have modified/changed our.We have implemented a system to.To prevent re-occurrences we have set up a verification procedure.Assurances We assure you that this will not happen again.back,We are currently investigating the cause of.We will investigate the cause of.at once.Back,Investigation to be made,While we can understand your frustration,.We understand how disappointing it can be when your expectations are not met.It is a great pity that your expectations are not met Back,Regret at dissatisfaction,I regret to inform you that I am afraid that Unfortunately,I must point out that Back,Rejecting responsibility for the problem leading to the complaint,Reasons for the rejection,This is because the guarantee period has expired.This is due to the fact that the guarantee period has expired.Back,If a third party(another person or organization)is to blame,direct the complainer to that party,We therefore suggest that you contact.contractBack,Proposal to settle the difficulty,As a gesture of our regret,we are prepared to/we are willing to/we would like to To show goodwill,we will Back,An offer to take goods back,make a replacement,give a discount etc,We have dispatched the new items by express courier.They should arrive by Tuesday,6 November 2012.To show our goodwill,we would like to offer you a 5%discount on your next order with us.Back,A concluding paragraph aiming at retaining the goodwill of the customer,We look forward to receiving your further orders,and assure you that they will be filled correctly/promptly.Place an order/fill the order Back,Positive Tone in Adjustment Letters,To develop your ability to use a positive tone in letters of adjustment.Letters of complaint are often written with a very negative tone,but you should not copy the negative words,you should replace them with positive or neutral ones.,