如何处理不合理的抱怨和索赔

 I. USEFUL EXPRESSIONS

　　常用语

　　1. How to start your letter?

　　Thank you for your letter of ______[date] concerning the goods you ordered ____ weeks ago.

　　Thank you for writing us about your irritation¹ concerning the delay of ....

　　We have received the letter in which you complained about ....

　　I"m sorry to hear of the damage to your hairdryer during your trip abroad.

　　2. How to say that your are not responsible for the damage/error/delay?

　　The delay, however, was not caused at our end.

　　We are sorry for the inconvenience you have experienced, but we cannot be held responsible for the delay.

　　I"d like to clarify a misunderstanding we may have had regarding delivery terms and turn-around time.

　　It appears that the responsibility should rest with the shipping² company.

　　I"m sorry, but we cannot be responsible for returned goods that are lost in transit³.

　　Unfortunately, we cannot be held responsible for this damage, which occurred because the hairdryer was plugged into a 220 volt⁴ outlet⁵.

　　3. How to offer suggestions or help?

　　I suggest that you contact your shipper to start tracing the shipment.

　　Because we are not responsible for handling damage after the product leaves our plant, we suggest you check with your local store for a possible refund⁶.

　　We suggest that you deal with the shipping company and the insurers who have covered you on the goods.

　　4. How to end your letter?

　　If you need any help in your investigation⁷, please let me know.

　　Please let me know if I may help further in this matter.

　　Please let me know if you have any further questions.

　　We appreciate your interest in our products. If you have any other question, please call me at 000-0000.

　　II. SAMPLE

　　范文

　　Dear _________:

　　Thank you for your letter of ______[date] concerning the goods you ordered ______ weeks ago.

　　Unlike domestic orders for which we guarantee overnight delivery, international orders take at least _____ weeks for delivery. We have made this clear in the order instruction of our catalog (p. ___). As you will see, shipments for _________[area] usually take _____ weeks.

　　If you desire faster delivery for your next order, we can send the goods by express delivery. The rate, however, will be considerably⁸ higher.

　　Sincerely yours,

　　________[name]

　　________[title]

　　III. TIPS

　　掌握写作要领

　　1. Tell the customer that you have received his/her complaint.

　　2. Tell the customer politely that his/her complaint or claim is not justified⁹.

　　3. Explain why you are not responsible for the problem.

　　4. Be helpful in offering assistance or suggestions.

　　5. When possible, be cooperative in compromise or partial adjustments.

1 irritation   

n.激怒，恼怒，生气

参考例句：

• He could not hide his irritation that he had not been invited.他无法掩饰因未被邀请而生的气恼。
• Barbicane said nothing,but his silence covered serious irritation.巴比康什么也不说，但是他的沉默里潜伏着阴郁的怒火。

2 shipping   

n.船运（发货，运输，乘船）

参考例句：

• We struck a bargain with an American shipping firm.我们和一家美国船运公司谈成了一笔生意。
• There's a shipping charge of ￡5 added to the price.价格之外另加五英镑运输费。

3 transit   

n.经过，运输；vt.穿越，旋转；vi.越过

参考例句：

• His luggage was lost in transit.他的行李在运送中丢失。
• The canal can transit a total of 50 ships daily.这条运河每天能通过50条船。

4 volt   

n.伏特，伏

参考例句：

• You may use 100 and 110 volt appliances in your room.您可以在房间使用100及110伏特的电器。
• The common service voltage of electric power in our country is 220/380 volt.我国普通供电电压为220/380伏。

5 outlet   

n.出口/路；销路；批发商店；通风口；发泄

参考例句：

• The outlet of a water pipe was blocked.水管的出水口堵住了。
• Running is a good outlet for his energy.跑步是他发泄过剩精力的好方法。

6 refund   

v.退还，偿还；n.归还，偿还额，退款

参考例句：

• They demand a refund on unsatisfactory goods.他们对不满意的货品要求退款。
• We'll refund your money if you aren't satisfied.你若不满意，我们愿意退款给你。

7 investigation   

n.调查，调查研究

参考例句：

• In an investigation,a new fact became known, which told against him.在调查中新发现了一件对他不利的事实。
• He drew the conclusion by building on his own investigation.他根据自己的调查研究作出结论。

8 considerably   

adv.极大地；相当大地；在很大程度上

参考例句：

• The economic situation has changed considerably.经济形势已发生了相当大的变化。
• The gap has narrowed considerably.分歧大大缩小了。

9 justified   

a.正当的，有理的

参考例句：

• She felt fully justified in asking for her money back. 她认为有充分的理由要求退款。
• The prisoner has certainly justified his claims by his actions. 那个囚犯确实已用自己的行动表明他的要求是正当的。