回复不合理的抱怨和索赔
I. USEFUL EXPRESSIONS 常用语1. How to start your letter?
Thank you for your letter of ______[date] concerning the goods you ordered ____ weeks ago.
Thank you for writing us about your irritation 1 concerning the delay of ....
We have received the letter in which you complained about ....
I'm sorry to hear of the damage to your hairdryer during your trip abroad.
2. How to say that your are not responsible for the damage/error/delay?
The delay, however, was not caused at our end.
We are sorry for the inconvenience you have experienced, but we cannot be held responsible for the delay.
I'd like to clarify a misunderstanding we may have had regarding delivery terms and turn-around time.
It appears that the responsibility should rest with the shipping 2 company.
I'm sorry, but we cannot be responsible for returned goods that are lost in transit 3.
Unfortunately, we cannot be held responsible for this damage, which occurred because the hairdryer was plugged into a 220 volt 4 outlet 5.
3. How to offer suggestions or help?
I suggest that you contact your shipper to start tracing the shipment.
Because we are not responsible for handling damage after the product leaves our plant, we suggest you check with your local store for a possible refund 6.
We suggest that you deal with the shipping company and the insurers who have covered you on the goods.
4. How to end your letter?
If you need any help in your investigation 7, please let me know.
Please let me know if I may help further in this matter.
Please let me know if you have any further questions.
We appreciate your interest in our products. If you have any other question, please call me at 000-0000.
II. SAMPLE范文Dear _________:
Thank you for your letter of ______[date] concerning the goods you ordered ______ weeks ago.
Unlike domestic orders for which we guarantee overnight delivery, international orders take at least _____ weeks for delivery. We have made this clear in the order instruction of our catalog (p. ___). As you will see, shipments for _________[area] usually take _____ weeks.
If you desire faster delivery for your next order, we can send the goods by express delivery. The rate, however, will be considerably 8 higher.
Sincerely yours,_________[name]
_________[title]
III. TIPS掌握写作要领1. Tell the customer that you have received his/her complaint.
2. Tell the customer politely that his/her complaint or claim is not justified 9.
3. Explain why you are not responsible for the problem.
4. Be helpful in offering assistance or suggestions.
5. When possible, be cooperative in compromise or partial adjustments.
- He could not hide his irritation that he had not been invited.他无法掩饰因未被邀请而生的气恼。
- Barbicane said nothing,but his silence covered serious irritation.巴比康什么也不说，但是他的沉默里潜伏着阴郁的怒火。
- We struck a bargain with an American shipping firm.我们和一家美国船运公司谈成了一笔生意。
- There's a shipping charge of ￡5 added to the price.价格之外另加五英镑运输费。
- His luggage was lost in transit.他的行李在运送中丢失。
- The canal can transit a total of 50 ships daily.这条运河每天能通过50条船。
- You may use 100 and 110 volt appliances in your room.您可以在房间使用100及110伏特的电器。
- The common service voltage of electric power in our country is 220/380 volt.我国普通供电电压为220/380伏。
- The outlet of a water pipe was blocked.水管的出水口堵住了。
- Running is a good outlet for his energy.跑步是他发泄过剩精力的好方法。
- They demand a refund on unsatisfactory goods.他们对不满意的货品要求退款。
- We'll refund your money if you aren't satisfied.你若不满意，我们愿意退款给你。
- In an investigation,a new fact became known, which told against him.在调查中新发现了一件对他不利的事实。
- He drew the conclusion by building on his own investigation.他根据自己的调查研究作出结论。
- The economic situation has changed considerably.经济形势已发生了相当大的变化。
- The gap has narrowed considerably.分歧大大缩小了。