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单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,How to Reply to Complaints,1/19,2/19,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,3/19,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,4/19,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,5/19,Accepting a Complaint,We agree that the usual high standards of our products/services were not met in this instance.,back,6/19,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,7/19,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,8/19,We are currently investigating the cause of.,We will investigate the cause of.at once.,Back,Investigation to be made,9/19,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,10/19,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,11/19,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,12/19,If a third party(another person or organization)is to blame,direct the complainer to that party,We therefore suggest that you contact.,contract,Back,13/19,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,14/19,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.,To show our goodwill,we would like to offer you a 5%discount on your next order with us.,Back,15/19,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,16/19,17/19,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.,18/19,Negative,Positive/Neutral,your complaint,your comment,failure,operation/functioning,problem,issue,the lack of,the number of,too many,the large number of,19/19,
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