应对国外客户的抱怨.doc

《应对国外客户的抱怨.doc》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、怎样回复客户对延迟发货的抱怨1.Howtostartyourletter?ThankyouforyourletterofJuly3inregardtothedelayofyourorder#.Iamwritingtoyouconcerningyourorder(#DF47658)whichyouplacedfourweeksago.YourannoyanceatnothavingreceivedthebooksyouorderedonMay15isunderstandable.2.Howtoassureth

2、ecustomerthatgoodswillbedelivered?Wehavecontactedoursuppliersandtheyhaveinformedusthattheywillmeetallourfutureorderspromptly.YourorderwillbeshippedonMondayofnextweekandshouldarrivewithinthreedays.Weareconfidentthatweshouldbeabletodeliverconsignmentstoyouby

3、theendofthismonth.Ifyouwishtocanceltheorderitwouldbequiteunderstandable,butwestressthatwewillbeabletocompletedeliverybytheendofthismonthandwouldappreciateitifyoucouldbearwithustillthen.3.Howtoapologizeforthedelay?Weregretthisunfortunatesituationoverwhichwe

4、hadnocontrolandapologizefortheinconvenience.Itisveryunfortunatethatthereshouldhavebeenanymistake/misunderstanding,butwehopeyouwillforgivethedelayithascaused.4.Howtoendyourletter?Pleaseforgivethedelay.Iamsuretherewillbenosimilarmistakesinthefuture.Thevasesy

5、ouorderedarebeingshippedtoday,andI'msureyouwillfindthemworthwaitingfor.Ifthisisnotsatisfactory,pleaseletusknow.Thankyouforyourconsideration/understanding.~II.SAMPLE范文Dear_________:ThankyouforyourletterofJuly3inregardtothedelayofyourorder#.Wearepleasedtoinf

6、ormyouthatyourorderwillbereadyfordeliverybyJuly10.Overthelasttwomonths,wehavehadsomeproblemswiththesupplyoftheseitems.Weapologizeforthedelay.Wehavecontactedthemanufacturersandtheyhavepromisedthattheywillmeetallourfutureorderspromptly.Wewillmonitorthisveryc

7、arefullyaswewishtogiveourcustomersthebestservicepossible.Iwillinformyouassoonasthegoodsarrive.Enclosedisournewcatalogueandpricelist,whichisvaliduntiltheendoftheyear.Yourssincerely,___________[name]___________[title]EnclosureIII.TIPS掌握写作要领1.Tellthecustomert

8、hatyouhavereceivedhis/hercomplaint.2.Apologizeforthedelay.3.Explainwhatcausedthedelay.4.DescribeHOWandWHENgoodswillbedelivered.5.Tellthecustomerthatmeasureshavebeentakentopreventfurtherdelays.6.Trytoreestabli