第雅思住宿班2章：复投诉信 Replies to complaints 直播课堂讲稿
Writing Notes写作提示
sgmReplies to complaints are also called ‘adjustment letters’: to adjust a difficult situation to the benefit of both the writer and the reader. Adjustment letters must be prompt.
译：复投诉信亦称“调解信”， 其作用是协调双方之间的困局，对问题提出有益于双方的解决方案。投诉信必须及时回复.
Letter of Reply to Complaints复投诉信例文
Dear Sirs
Your Order No. 123 per S/S “Prince”
Thank you for your letter of November 11. We were glad to know that the consignment was delivered promptly, but it was with great regret that we heard ca No. 3 did not contain the goods you ordered.
On going into the matter we find that a mistake was indeed made in the packing, through a confusion of numbers, and we have arranged for the right goods to be dispatched to you at once. Relative documents will be mailed as soon as they are ready.
We have already cabled to inform you of this, and we enclo a copy of the telegram.
We shall be grateful if you will keep ca No. 3 and contents until called for by the local agents of World Transport Ltd., our forwarding agents, whom we have instructed accordingly.
Plea accept our apologies for the trouble caud to you by the error.
Yours faithfully
skillet
译：谢谢你方11月11日来信。欣悉货物已迅速运到，但遗憾的是第3号箱内货物非属你方所定。
经过调查，我们发现由于号码混淆，在包装时发生差错。现已安排好将正确货物立即运给你们。有关单证一俟备妥就立即邮寄。
我们已电告此事，兹随函附上电报抄件一份。
请将第3号箱及所装货物代为保存，等候世界运输公司在你地代理人前来领取。世界运输公司是我们的(运输报关)代理行，我们已委托该公司代为办理。
上述差错给你带来了麻烦，对此我们深表歉意。
Reply to Letter2
job36Dear Mr Aboe
I refer to your letter of 18 December regarding delivery of your order for 24 Tanson 1GHz Pentium X Computers. Thank you for bringing the matter to my attention.
高中英语自我介绍According to our Accounts Departments, although we discusd delivering the above computers by 2 December, if fact we did not get your order until 18 December—the same day as your letter of complaint. I am afraid the delay in delivery has been due to our not receiving the order for two weeks.
I regret, therefore, that we cannot guarantee delivery before New Year. As I mentioned earlier this month, this time of year is very busy for us. However, as it is clear that you have been inconvenienced by this unfortunate situation, we prepared for offer you the loan of 24 Tanson Pentium II (450MHz) computers until such time as we can deliver your order.
If this arrangement is acceptable to you, plea contact me by return so that I can make the necessary arrangements.
Yours sincerely
for INTERFACE COMPUTERS
Lee Jung Hyun
Mr Lee Jung Hyun
Sales Supervisor
译：您12解词月18日来函提出贵公司二十四台Tanson 1GHz奔腾电脑订单之交货问题。感谢贵公司提出有关事宜使本人注意。
尽管我们商定于12月2日之前发运上述电脑，但依据会计部门资料，本公司于12月18日，即贵公司写投诉信之日才收到贵公司订单。恐怕此次交货延误的原因在于本公司未能及时收到订单，比预期晚了两周。
因此我们无法保证在新年之前交货，对此本人深感遗憾。正如本人在本月早前提及，每年此时敝公司都十分繁忙。然而无论如何，此事已给贵公司造成不便。鉴于此，在贵公司所订之货交付之前，我们愿意暂借给贵公司二十四台Tanson bleachcn奔腾II (450MHz)电脑。
若贵公司能接受此种安排，请复函与我联络以便做出必要安排。
复投诉信的结构和典型例句
复投诉信的措辞和结构
回复投诉信要恭敬有礼，绝不能指责对方个你带来了麻烦。最重要的是，复投诉信的语气
要积极，这样能让对方觉得你们对每一个客户的投诉都是认真对待得，从而给对方留下良好的印象。此外，客户对你们公司的服务质量提出更高的要求，给予你们改进的机会，让你显示一下你对客户的体贴和关心。实际上，许多复投诉信都具有广告宣传的意味。
复投诉信应该完整简洁。一般包括一下四个部分的内容。第一部分告知对方投诉信已收悉；第二部分讲述收到信后你所采取的行动；第三部分简单说明你的决定；第四部分如有需要提出合理的补偿。。
第一部分：告知对方投诉已收悉，并感谢对方提醒自己关注此事
这一段落篇幅很短，略述投诉信已经收悉。不要重提投诉信得细节，因为这样等于提醒对方投诉之事，也会给信件或传真带上消极的色彩。因此，只要概括地将投诉这件事一笔带过就可以了。
dogdays复投诉信与大多数其他的商业信函不同，不能采用“以您为先”的语气。如：“in your letter you complained about the late delivery of …”之类的句子，不适于用在这类信函中，原因有两点：第一，提醒对方想起投诉之事，并一再向对方表示你支持投诉。第二，有些收信人在读到这类句子时，会产生好像做错了事而受到指责得感觉。
复投诉信的开头采用一般的信守引语，如“I refer to your letter of …regarding delivery times/ the standard of the goods we supplied/our invoice (HG5454300)”等等。信文的语气要积极，避免使用带有消极含义得赐予，如damage, defective, poor, quality, incorrect, mistake 及prolem等。下列句子往往能给对方留下积极的印象：
例句1：I refer to you letter of 10 October regarding ….Thank you for (We appreciate your) bringing this matter to our attention. 现就您10月10日来函所提关于…的事做出回复。感谢您提出此事使我们注意。
例句2：Thank you for giving us the opportunity to look into our delivery procedures. 养成好习惯 梁实秋感谢您给予我们机会，引起我们对公司的出货手续的注意。
第二部分：告知对方你所做的调查及其结果
这一段落要向对方说明，对于对方的倾诉，你已经采取了行动，表示自己对客户投诉给予了足够重视。同样，这一段也要简明扼要，不能花过多的的笔墨对投诉进行描述，用一句话简单地概括一下你收到对方投诉信后所采取的行动和调查结果就可以了。这句话可以放
在第一段的末尾或第二段的开头。
把这句话至于的第一段的末尾可以削弱投诉的严重性，但如果你想让对方感到你对这件事的重视，放在第二段的开头可能会更好一些。
在信中说明你已采取了行动，可以这样表达：
I have checked with the transporters, and they inform me that…
According to our Accounts Department …
According to our records…
例句1：Having checked with our suppliers, it is clear that they mistakenly nt us a consignment of faulty disks. Apparently, the damage was caud during the production process, and the suppliers are currently recalling all of batch 761b. 我们向本公司的供应商作了核实，确认他们将一批不良光碟错发给本公司。显然，质量问题是在生产过程中产生的。供应商目前正在追回这批批号为761的产品。
