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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,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,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,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,Accepting a Complaint,We agree that the usual high standards of our products / services were not met in this instance.,back,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 ,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,We are currently investigating the cause of .,We will investigate the cause of.at once.,Back,Investigation to be made,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,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,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,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,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,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 2012.,To show our goodwill, we would like to offer you a 5% discount on your next order with us.,Back,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,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.,Negative,Positive / Neutral,your complaint,your comment,failure,operation / functioning,problem,issue,the lack of,the number of,too many,the large number of,
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