日本高清色视频在线视频在,国产香蕉97碰碰视频碰碰看,丰满少妇av无码区,精品无码专区在线,久久无码专区免费看,四虎欧美精品永久地址99,亚洲色无码一区二区三区

您現(xiàn)在的位置: > Language Tips > Survival English > Business English  
 





 
匯豐商務(wù)英語寫作教程(30)
[ 2007-06-21 13:42 ]

如何回復(fù)客戶的投訴信件?下面的方法教你輕松搞定。

 

Difficult Letter #3: Responding To an Unjustified Complaint 

 

THE SITUATION 

 

An HSBC customer in Hong Kong has written to complain about charges for returned cheques.

 

The customer's cheque was returned twice.

 

l         The customer's cheque, #012345 for HKD5,000, was returned when presented for payment on 3 April because the customer's account was already overdrawn by HKD750.

l         The customer's wife deposited a cheque for HKD5,000 from her account into her husband's account on 4 April.

l         The customer's cheque, #012345 for HKD5,000, was returned a second time when presented for payment on 5 April because the account had insufficient funds, ie only HKD4,250.

l         The Bank charges HKD100 for each returned cheque.

 

In his letter, the customer asked HSBC to refund the charges for returned cheques.

 

One of your colleagues drafted a response and has asked for your comments.

 

THE FIRST DRAFT 

 

Evaluate the tone of the first draft below.

 

12 April 200X

 

Mr John Lee

Flat 25B Tower 1

333 Kwun Tong Road

Kowloon

 

Dear Mr Lee

 

Thank you for your letter of 10 April requesting a refund of overdraft charges on your current account. Let me explain the situation.

 

Cheques presented for payment are cleared after banking hours by the Clearing House. The drawer's account is automatically debited at that time. If this results in an overdraft, the Bank decides the next day if we will honour the cheque.

 

Unfortunately, this happened twice when cheque number 012345 was presented on 3 and 5 April.

 

I am sorry, therefore, that we are unable to refund the overdraft charges of $200.

 

I hope that I have helped to clarify the situation. You are a valued customer, and we appreciate you taking the time to write to us.

 

Yours sincerely

 

What do you think of this draft?

 

Write your comments on a piece of paper. Then, compare your comments with the evaluation below.

 

THE FIRST DRAFT - EVALUATION

 

The letter is quite courteous. The writer has used "magic words" to be polite and pronouns to be personal. The writer has also apologised for being unable to grant the customer's request.

 

Unfortunately, the writer hasn't fully explained the situation. If the customer is unaware of the situation, he won't be able to understand why you think his complaint is unjustified.

 

In addition, the writer did not suggest how to avoid this problem in the future. In other words, the writer doesn't offer any help to the customer. As a result, the reader may not think that you value him as a customer.

 

What, then, is the best way to respond to unjustified complaints?

 

IMPROVING THE DRAFT 

 

How could you improve the draft?

 

Write your ideas on a piece of paper. Then compare your ideas with some suggestions.

 

You should begin as the writer did, ie with a neutral sentence (eg "Thank you for..."). You should then add a sentence to express empathy if the customer has been embarrassed or inconvenienced (eg "I regret the inconvenience this may have caused you."). However, you should not apologise, if the Bank did nothing wrong.

 

Next, you should explain the situation in detail. However, you must not blame the customer, even if he has made a mistake. Using a passive verb form (cf Chapter 6) helps you do this. "Your account was overdrawn" sounds more polite than "You overdrew your account".

 

If you need to refuse a customer's request, you should do it only after you explain the situation.

 

Before closing, you should suggest a way for the customer to avoid this problem in future. Such an offer will show that you value the customer.

 

IMPROVING THE DRAFT - APPROPRIATE PATTERN 

 

How do you structure the contents when you need to respond to a customer's unjustified complaint?

 

In the table below, the pattern for responding to an unjustified complaint is incomplete. You need to complete it.

 

Pattern for responding to an unjustified complaint

1) Pleasant introduction, empathising with the customer

2)

3)

4)

5) Polite close, with offer of help

 

Keys:

 

2) Complete explanation of the situation

3) Refusal of request or compensation

4) Advice or suggestion

 

REVISING THE DRAFT 

 

Now try revising the draft prepared by a member of your staff.

 

To do this, you will need

l         the draft prepared by your staff member

l         the appropriate pattern for responding to a customer's unjustified complaint

l         information about the complaint

l         a pen and a piece of paper.

 

REVISING THE DRAFT – EXAMPLE

 

12 April 200X                               

 

Mr John Lee

Flat 25 B Tower 1

333 Kwun Tong Road

Kowloon

 

Dear Mr Lee

 

Thank you for your letter of 10 April requesting a refund of charges made for returned cheques. I regret any inconvenience these returned cheques may have caused you. Please let me explain the situation.

 

I have examined your records carefully. When your cheque #012345 for HKD5,000 was presented for payment on 3 April, your account was already overdrawn by HKD750. As a result, we could not accept the cheque. After your wife deposited a cheque for HKD5,000 into your account on 4 April, the balance was HKD4,250. When cheque #012345 for HKD5,000 was presented again on 5 April, your account still had insufficient funds. As a result, we could not accept the cheque. In both cases, we only debited the minimum charge for a returned cheque, HKD100.

 

I would like to suggest that you consider using either our internet or telephone banking services. You can use these services to check the balances in your accounts and transfer funds between accounts. As a result, you can ensure sufficient balances in your accounts at all times. I have enclosed brochures which describe both the internet and telephone services.

 

Mr Lee, please call me on 2398-2398. I would be delighted to arrange these services for you.

 

I hope this information is helpful and I look forward to hearing from you.

 

Yours sincerely

 

(來源:中國物流論壇 實(shí)習(xí)生江巍 英語點(diǎn)津 Annabel 編輯)

 

我要學(xué)習(xí)更多商務(wù)英語

 
 
相關(guān)文章 Related Stories
 
匯豐商務(wù)英語寫作教程(29) 匯豐商務(wù)英語寫作教程(28)
匯豐商務(wù)英語寫作教程(27) 匯豐商務(wù)英語寫作教程(26)
匯豐商務(wù)英語寫作教程(25) 匯豐商務(wù)英語寫作教程(24)
匯豐商務(wù)英語寫作教程(23) 匯豐商務(wù)英語寫作教程(22)
匯豐商務(wù)英語寫作教程(21) 匯豐銀行商務(wù)寫作教程(20)
         
 
 
 
 
 
         

 

 

 
 

48小時(shí)內(nèi)最熱門

     

本頻道最新推薦

     
  “領(lǐng)袖氣質(zhì)”怎么說
  “猴兒”英語秀
  合作談判(1)
  匯豐商務(wù)英語寫作教程(29)
  “鬧鐘”上的英語

論壇熱貼

     
  Let's Talk- What are you worrying?
  20 Ways to Get and Stay Happy(e-c)practice
  C-E: how to say "(汽車)追尾"“撞車”?
  better half 是什么意思?
  "吃醋"應(yīng)該怎么譯啊?
  How to translate "城市病"?






<strong id="xdwva"><div id="xdwva"></div></strong>
<label id="xdwva"></label>

<thead id="xdwva"></thead>
    <label id="xdwva"></label>

  1. 日本高清色视频在线视频在,国产香蕉97碰碰视频碰碰看,丰满少妇av无码区,精品无码专区在线,久久无码专区免费看,四虎欧美精品永久地址99,亚洲色无码一区二区三区 久久九九久精品国产日韩经典 国产国语国拍精品 啊v在线观看高清无码 视频一区二区欧美 久久精品爱爱唉爱