| 怎样回复客户的退货要求？ | | 出处：英语即时通 | 日期2004-04-22 | | | | I. USEFUL EXPRESSIONS
常用语
1. How to tell the customer that you will accept a return?
Thank you for writing us about the LuxHome chairs you purchased on November 25 and wish to return for credit.
We are sorry the coffee set you ordered did not arrive safely and are happy to refund your $68.50.
We are sorry to hear the skirt we shipped you on May 10 did not fulfill your expectations and are happy to credit your account $125.50 for its return.
We received your return of the Star-301 fax machine and are happy to exchange it for a Star-302, which we hope is more suitable to your needs.
2. How to tell the customer that you can't accept a return?
As I understand the situation, you wish to return the blouses because of slow sales. I am sorry we cannot accept them for credit.
Although we realize that budgets are sometimes changed at levels above that of the purchasing manager, we are sorry we cannot accept the filing cabinet for credit.
The product was cast to your specifications and there is no market for it among our other customers.
I'm sorry we can't do more for you.
3. How to offer an alternative solution if you can't meet the customer's request?
Unfortunately, we have no more Zoom D-601 in stock, since we have discontinued this line of cameras.
I have enclosed a copy of our newest catalog in which we feature a new line of zoom cameras that appeals to customers like you.
Our new RNG-520 is closest in price and speed to the SK-300 you ordered. We hope you will consider the new model, which has more functions than SK-300.
4. How to end your letter?
We apologize for any inconvenience you suffered and hope we will have another opportunity to ship you one of our new models.
Please call us at [000] 000-0000 whenever we can help you with another order.
Please call at [000] 000-0000 or use the order form in the catalog whenever you would like to place another order.
We value your business and look forward to assisting you whenever possible.
II. SAMPLE
范文
Dear _________:
I'm sorry that the ___________[products] we shipped you on _________[date] did not fulfill your expectations. We are happy to credit your account $______ for its return or send you a check for the same amount.
If you are interested in other models, please take a look at the enclosed copy of our latest catalog. We'll be happy assisting you with another order.
Hope to hear from you 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. If the request is justified, tell the customer that a return will be accepted.
3. Apologize if there has been any mistake or quality problem on your side.
4. Tell the customer when a replacement will be sent.
5. If there is no replacement available, suggest an alternative if possible.
6. If the customer's request is not justified, explain why and offer some helpful suggestions.
7. Try to reestablish confidence and good relationship at the end of your letter.
百灵编辑：茂军
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