国际商务师英语辅导：处理客户投诉的商务函电范文
发布时间：2013/4/26 19:30:59 来源：城市网学院 编辑：admin
How to deal with a #plaint? Pls find some tip as follows:
a）custumer is always right?
b）response promptly
c）remain polite if #plaint is unreasonable
d）admit the #plaint if you are to blame
e）never lay the blame on your colleagues or your subordinates
f）thank the customer for making a #plaint
For examples:
1）Dealing with a justified #plaint
Dear Mr.Robinson,
Your #plaint about[give brief details] has been passed to me for attention.I am very sorry that you have been inconvenienced by our failure to provide the level of services to which you are entitled.
I have made enquires and found that the problem was caused by [give brief details].I can assure you that we have taken steps to make sure that this kinds of situation cannot arise again.
Please accept our apology and appreciation of your highly valued custom.Please contact me personally if you experience any problems with our services in the future.
Yours sincerely
2）Dealing with an Unjustified #plaint
Dear Mr.Robinson,
[Subject of #plaint]
Thank you for your letter of [date],concerning [brief details of #plaint].
I have thoroughly investigated this #plaint and have interviewed all the staff involved. I can,however,find no evidence to support the claims that you made.Indeed,I am satisfied that our staff acted properly and with due courtesy and efficiency.
I hope that you will accept my regret that you feel we were remiss in our dealing with you.If,however,you can give me any evidence to support your claims,I shall be pleased to review the situation.If you would like to discuss the matter in person,please contact me directly.
Yours sincerely
