| 怎样回复客户对发货中错误或损坏的抱怨？ | | 出处：英语即时通 | 日期2004-04-15 | | | | I. USEFUL EXPRESSIONS
常用语
1. How to start your letter?
I am sorry to learn about the damage to the fax machine that you purchased from us.
We are sorry to learn that the fax machine we sent you on July 15 arrived damaged.
We regret that we sent you a LP-300 instead of the LP-301 Laser Printer that you ordered.
Thank you for informing us about the damage to our consignment (Inv. No. 36542).
2. How to assure the customer that the problem will be solved?
We will ship the correct items to you immediately at our expense.
we will deliver a replacement to you as soon as possible.
We are now sending you a replacement and a refund check for the $45.50 handling expenses.
We will credit your account for all the shipping and handling charges.
3. How to apologize for the damage?
Please accept our apologies for this error.
Please accept our apologies for the inconvenience this has caused you.
Please accept our sincere apologies. We hope the inconvenience to you is small.
We are sorry for the confusion and delays and will take effective measures to have your orders filled correctly in the future .
4. How to end your letter?
Thank you for bringing this matter to our attention.
Thank you for your understanding and coorperation. We look forward to further business with you.
Thank you for your help and understanding. We truly appreciate your business and look forward to serving you again in the near future.
II. SAMPLE
范文
Dear _________:
I am sorry to learn about the damage to the SD-7001 fax machine that you purchased from us. We are certain that the damage occurred in shipment.
I've ordered an exact replacement from the factory, and I've been informed that it will take at least two weeks to get here. I'll call you as soon as the replacement arrives, and we will deliver it to you as soon as possible.
Please accept our apologies for the inconvenience this has caused you. I'll be in touch very soon.
Sincerely yours,
____________[name]
____________[title]
III. TIPS
掌握写作要领
1. Tell the customer that you have received his/her complaint.
2. Apologize for the error or damage.
3. Explain what caused the error or damage.
4. Describe HOW the problem will be handled.
5. Tell the customer that measures have been taken to prevent similar mistakes or damage.
6. Try to reestablish goodwill at the end of your letter.
百灵编辑：茂军
 |
|
|
