投诉信与复投诉信写作课件

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,*,投诉信 Complaints,Business relationships do not always run smoothly.People make mistakes.Accidents happen.Inefficiency and delays in production lead to late deliveries.Poor quality control leads to complaints of product unreliability.Slack handling leads to breakages.So,people complain.The contents of the complaint letters should be constructive,and your tone should be controlled.,The common causes for complaints,1)damaged or faulty goods,货物受损或有瑕疵;,2)deferred/delayed delivery延误交货;,3)false documents单据有误;,4)inconformity(short weight,wrong goods,unsolicited goods etc)交货有误(数量有误、货物不符或未经订购收到货物);,5)Inferior quality质量没有达到要求,The,purpose,of the complaining/claim letter is to convince the reader that you are a fair and honest customer who is justifiably dissatisfied,and that you have a legitimate complaint that deserves a desired response.,The main contents of a complaining letter is:,1.to give the reasons for complaints,2.to provide the solutions,How to write a complaint letter,:Keep in mind that most errors are unintentional,and realize that most businesses and organizations want to address and clear up complaints quickly in order to have satisfied customers or members.Be brief.Keep your letter to one page,and write short paragraphs,rather than long ones.Be honest and straightforward,and include sufficient detail to back up your claim and to show that you have thoroughly researched the subject.However,omit irrelevant details.Keep your letter concise and professional.,Maintain a firm but respectful tone,and avoid aggressive,accusing language.Send only photocopies of receipts and other documents,and retain all originals.Keep a copy of the letter for your records.In many cases,you can increase the effectiveness of your letter by getting several others to sign it with you.This is particularly the case when trying to influence or change legislation,denouncing material from the media,and so forth.If a company has repeatedly given you bad service and refuses to correct the situation and you feel that your only recourse is to pursue legal action,voice your feelings in a tactful but firm way.However,dont threaten legal action unless you are willing to follow through with it.,If your letter focuses on a single individual,avoid making generalizations about the company or organization.If you need to make a complaint to or about people that you will still have contact with on a regular basis,your letter needs to accomplish its purpose without destroying the relationship.Use tact,and be direct,but respectful.,Include your contact information(name,address,phone number,and e-mail address),if desired,so that the person(s)can reach you to discuss any questions or concerns.If a first letter does not bring action,assume a stronger but still respectful tone in the next one.If two or three letters do not resolve the problem,send one to the president or CEO of the company or entity.In each case,be firm but polite.,Consider this,strategy,when writing a claim letter:1-opening paragraph(Identify the product or service)2-explain the problem(what is wrong,giving dates,places etc)3-describe extent of damage,inconvenience 4-what action/compensation expected(propose solution)5-close(End the letter respectfully),Tip,:Suggest why it is in the recipients best interest to grant your request:appeal to the recipients sense of fairness,desire for continued business,but dont threaten.Find some way to view the problem as an honest mistake.Dont imply that the recipient deliberately committed the error or that the company has no concern for the customer.Toward the end of the letter,express confidence that the recipient will grant your request.,Typical sentences for reasons of complaints,1.We have received many complaints from the customers concerning the tooth brushes under our Order No.6678.,我们收到了许多客户对你们供应6678号订单牙刷的投诉。,2.,On checking the camera I discovered that it did not(or did not appear to)function.,经检查我发现照相机(似乎)不能正常使用。,3.,I really must complain about the quality of the goods that you recently sent us.,对于贵方最近发送的货物存在的质量问题，我不得不向您提起投诉。,4.You have supplied items which fall far below the standard expected.,贵方提供的物品，质量远远未能达到所期望的标准。,5.,After checking the goods against your invoice,we discovered a considerable shortage in number.,经对照发票之后，发现数量少了很多。,6.We have received the 15 cases of Green Tea you sent us,but regret to say that on examination,five of them were found to be in a badly damaged condition.This was apparently attributable to faulty packing.,我方已收到你方运来的15箱绿茶，但遗憾的是，经检验，其中五箱损坏严重。很明显这是包装不良所致。,7.When we discussed delivery dates,you assured us that you could deliver by 2 December.However,the goods are now two weeks overdue/late.,当初商议交货日期，贵方曾允诺于12月2日之前一定交货。然而这批货现已延误两周。,8.Your invoice states that the consignment contained 1GHz Pentium X computers,whereas,in fact,it contained 450 MHz Pentium II computers.贵方发票上注明，这批货物是1GHz奔腾X电脑，而实际上收到的是450MHz 奔腾II电脑。,9.You have supplied items which fall far below the standard expected.,贵方提