外贸函电第三章--投诉业务.pptxVIP

第六章 投诉业务;教学目标： ●掌握在各种业务情境下，投诉信函的写作方法和技巧 ●掌握应对各种投诉的方法及回函写作技巧 ;§1.业务知识——投诉及其回函;2. 怎样回复投诉？ 对于投诉的回复，有两种可能， （1）投诉合理，投诉要求应尽力予以满足； （2）投诉不合理，投诉要求应予以拒绝。 ;（1）合理投诉的回复 对于合理投诉，回复信函应包含四个部分： ●确认收到投诉信函, 了解了投诉的内容，常用的开头语有： I refer to your letter of… (具体时间) regarding… Reference is made to your letter of… (具体时间) regarding… Thank you for your letter of… (具体时间) concerning… 本段也常加入对投诉表示感谢的语句，如： Thank you for bringing this matter into our attention. Thank you for giving us the opportunity to look into our delivery procedures. We appreciate your bringing this matter to our attention. ;●说明针对投诉所进行的调查以及调查的结果，如： I have checked with the transporters, and they inform me that the delay was due to poor weather conditions. Having checked with our suppliers, it is clear that the damage sustained by your order came about as a result of the poor weather conditions during transport. ;●主动承担责任并表示歉意，常用的道歉用语有： 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. ;●提出具体处理办法, 如： With this in mind, we are more than happy to replace the faulty disks. I shall arrange for a messenger to call at your shop within the next three days to collect then and to deliver, at the same time, a replacement batch of disks. 本段尾也常加以表示“下不为例”的语句，以取得投诉人的信任与谅解，如： We assure you that in future we shall do all we can to avoid this error occurring again. We shall endeavor to make sure that this does not happen again. ;（2）无理投诉的回复 对于无理投诉，回复信函应包含四个部分： ●确认收到投诉信函, 了解了投诉的内容，常用的开头语同上： ●说明针对投诉所进行的调查以及调查的结果； ●说明非我方责任； ●婉言拒绝对方要求，有时为了表示某种诚意，在婉言拒绝投诉要求的同时，回复中可提出妥协、让步性建议。 ;§2.案例;Dear Lee Manru,? We are writing to complain about the shipment of our Order No. BT-708 for 5,000 dozen Men’s Golf Woolen stockings received this morning. These were ordered on September 20, 2000 and confirmed by fax on September 21 (enclosed copy). However, upon opening the boxes, we found that they contained 2,000 dozen women’s lisle ones. We must a