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1、1,Letters of Settlements/Adjustments and Refusals,Accept the Customers Request and Apologize (接受顾客要求并致歉) 在商业往业中，无论怎样的小心为客户服务，总不免出现失误。然而，失误本身并不可耻，重要的是勇于承认并诚心致谦。书写此类解决投诉信件时应注意： 首先道谦，再说明正在采取或准备采取的纠正失误的措施； 若有可能，说明产生失误的原因； 不要保证以后再不失误，出错是难免的，仅仅说明将 尽可能减少失误率。 主动、乐观、礼貌地结束信件。希望失误能被原谅， 并恢复正常贸易关系。,2,Letters of
2、Adjustments and Refusals,Sample 1. Dear Mr. Barrett, The lathes you ordered are on the truck and should be your place on Friday of this week . When I investigated the matter ,I was astounded to learn that original goods were sent to another customer . Its hard to account for such an error ,and the o
3、nly excuse I can offer is that weve had several part-time warehouse people this month to fill in for some of the regular crew who are on vacation . I hope ,Mr. Barrett ,that this special shipment will compensate in part for the trouble we have caused to you. Please forgive us for our delay of shipme
4、nt . Sincerely yours,3,Letters of Adjustments and Refusals,Sample 2 Dear Mr. Thomas, Your Order No.578 We are very sorry to learn from your letter of 15th of August that the cameras supplied to the above order were damaged when they reached you. We certainly agree to the special allowance of 10% dis
5、count on the invoiced cost which you suggest. To avoid future inconvenience and annoyance to customers, as well as expense to ourselves, we are now seeking the advice of a packing consultant and hope he is able to suggest improvements in our methods of packing . We regret the need for you to write t
6、o us and guarantee the safe delivery of your orders in future . Yours faithfully,4,Letters of Adjustments and Refusals,Sample 3 Dear Mr. Osler, I was distressed to receive your March 10 letter about the curtness of our sales representative. I looked into the matter and found out that the representat
7、ive in question was in the process of leaving our company to enter a new field. You happened to telephone him on his final day. I can only imagine he felt little sense of responsibility and allowed himself to argue with you. I apologize for his behavior. There is no corrective action I take , since
8、he no longer works here. However, we have intensified the training and supervision of our sales staff. Im sure you will find them courteous, knowledgeable , and helpful in future. I hope this matter will not affect your good opinion about us. Yours faithfully,5,Letters of Adjustments and Refusals,Ma
9、ke Adjustments or Reject the Customers Request (调整或拒绝客户的要求) 顾客并非总是正确的。有时，他们会发出含糊的订单，要求获得不应得的折扣，或退回无法再行出售的订货等。解决此类抱怨或索赔，应注意以下几点： -信中应强调造成误解的原因。 -巧妙地表达你可接受和不可接受的要求，应委婉、 非常强硬地拒绝对方不合理的要求； -劝说客户接受你的建议或折衷方案，努力保持彼此 间的合作和支谊。,6,Letters of Adjustments and Refusals,Sample 4 Dear Miss Stanley , I am very sorry
10、you did not receive the eight 6-hp motors you wanted, and I guess both of us share the mistake. Your order (photocopy enclosed )lists the 7.5-hp motor along with its stock number, yet the price indicated is for 6-hp motor. Since youve regularly ordered the 7.5, we assumed that this one was what you
11、really wanted, and we went ahead and shipped it. We should have checked with you, and Im sorry we didnt. We will, of course, ship the eight 6-hp motors immediately. Do you think you might sell the 7.5s? If so, you may wish to keep them a while, and if they dont move, you can return to us. In any eve
12、nt, well pay all shipping charges. Im delighted youre having such a good season with Seal line. Well be ready for your next orders. I promise no mix-ups. Sincerely yours,7,Letters of Adjustments and Refusals,Dear Mr Leung Re: Customer Service I refer to your letter of 30 October 2009, in which you m
13、ade several comments related to the functioning of our online registration facility, the issue of space at the exhibition venue, the physical safety of the attendees, and the number of product leaflets. I thank you for your comments, which can help us improve our services in the future. Our online f
14、acility was working slowly because of the unexpected large number of visitors to that webpage just before the registration deadline, which made the server slow down . The hotel was not the best venue for the large number of attendees due to the same situation registering just before the deadline. Th
15、ese registrations caused the situation in which we booked a place which was more suitable for a specialist exhibition rather than a large public event . To state it simply, we were overwhelmed by the enthusiastic response from the public. This resulted in less than desirable conditions because we ha
16、d under-estimated the space required and the security officers were busy trying to control the visitor flow. As our resources were prepared for a smaller number of visitors, we had also prepared a small number of information leaflets on the products, which should have been enough for the number of visitors we predicted. Online copies of the leaflets are available at http:/.hk/soundsystems2009/leaflets.htm . For next years exhibition we will prepare for a la
