职场英语写作--Chapter_6_理赔与拒绝函

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1、LettersofSettlements/AdjustmentsandRefusalsAccepttheCustomer’sRequestandApologize(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。1LettersofAdjustmentsan

2、dRefusalsSample1.DearMr.Barrett,ThelathesyouorderedareonthetruckandshouldbeyourplaceonFridayofthisweek.WhenIinvestigatedthematter,Iwasastoundedtolearnthatoriginalgoodsweresenttoanothercustomer.It’shardtoaccountforsuchanerror,andtheonlyexcuseIcanofferisthatwe’vehadseveralpart-timewarehousepeop

3、lethismonthtofillinforsomeoftheregularcrewwhoareonvacation.Ihope,Mr.Barrett,thatthisspecialshipmentwillcompensateinpartforthetroublewehavecausedtoyou.Pleaseforgiveusforourdelayofshipment.Sincerelyyours2LettersofAdjustmentsandRefusalsSample2DearMr.Thomas,YourOrderNo.578Weareverysorrytolearnfro

4、myourletterof15thofAugustthatthecamerassuppliedtotheaboveorderweredamagedwhentheyreachedyou.Wecertainlyagreetothespecialallowanceof10%discountontheinvoicedcostwhichyousuggest.Toavoidfutureinconvenienceandannoyancetocustomers,aswellasexpensetoourselves,wearenowseekingtheadviceofapackingconsult

5、antandhopeheisabletosuggestimprovementsinourmethodsofpacking.Weregrettheneedforyoutowritetousandguaranteethesafedeliveryofyourordersinfuture.Yoursfaithfully,3LettersofAdjustmentsandRefusalsSample3DearMr.Osler,IwasdistressedtoreceiveyourMarch10letteraboutthecurtnessofoursalesrepresentative.Ilo

6、okedintothematterandfoundoutthattherepresentativeinquestionwasintheprocessofleavingourcompanytoenteranewfield.Youhappenedtotelephonehimonhisfinalday.Icanonlyimaginehefeltlittlesenseofresponsibilityandallowedhimselftoarguewithyou.Iapologizeforhisbehavior.ThereisnocorrectiveactionItake,sincehen

7、olongerworkshere.However,wehaveintensifiedthetrainingandsupervisionofoursalesstaff.I’msureyouwillfindthemcourteous,knowledgeable,andhelpfulinfuture.Ihopethismatterwillnotaffectyourgoodopinionaboutus.Yoursfaithfully4LettersofAdjustmentsandRefu