《实用商务英语写作教程》课件Chapter 12 Reply to Complaint.pptx

1、Topics coveredThe Functions of Customers ComplaintHow to Respond to the Complaint LetterHow to Deal with the Customers Complaint The Functions of Customers ComplaintComplaints provide opportunities for businesses to:Retain a current customer or client;Gain insight and perspective to effectiveness of

2、 internal processes,operations,time lines and communications;Improve customer service and satisfaction;Make needed changes and adjustments;Provide a deeper level of transparency and understanding about the business;Reaffirm a companys commitment to its customer,client and community.How to Deal with

3、the Customers ComplaintQuick ResponseFormal FormatAppropriate DepartmentAcknowledge the Customers FrustrationQuick ResponseA customer complaint response letter should be sent as quickly as possible,aim for a 24 hour response time and always reply to complaints within 3 working days.Formal FormatA cu

4、stomer complaint response letter is important and requires a formal format using the correct wording and etiquette.Generally you will not know the recipient personally so the format,style and structure of a customer complaint response letter should be written in a formal style,applying the correct p

5、rotocol and etiquette.Appropriate DepartmentSend your letter from the appropriate department,to ensure your customer knows that the right people know about the problem and are addressed the situation.Format the letter on company letterhead and follow traditional business letter formatting guidelines

6、.Reference the complaint number,store and order number or the customer account in the letter to ensure appropriate tracking.Acknowledge the Customers FrustrationAcknowledge the customers frustration and if youre in the wrong,please apologize.Emphasize your companys commitment to resolving issue and

7、keeping customers happy.For example,“I was very sorry to hear you received the wrong order.At our company,we have a commitment to providing top quality service and correcting mistakes.”How to Respond to the Complaint LetterWhen responding to a customer complaint,its important to make sure your tone

8、is specific:Respond specifically to the issues brought up by the customer.Provide a specific apology that acknowledges any mistakes on your end.State exactly what you intend to do to make it right.Propose how you will improve the customers experience in the future.How to Respond to the Complaint Let

9、terSay ThanksSay SorryResolve the ProblemDo Some CompensationSay ThanksThank the customer for bringing the problem area to your attention and note your appreciation for the customers patronage.For example,“Thank you for bringing this matter to our attention.We appreciate your business and hope this

10、incident will not impact your faith in our company in the future.”Actually address each portion of the customers complaint.If the complaint came via a brief or mid-sized message,respond to each point.If it was a lengthy rant,try to address the main or rational points.Say SorryTake ownership of anyth

11、ing your business messed up or could have done better.If you made a legitimate error,say sorry.If your customer was confused about something most people understand,apologize that the experience wasnt more intuitive.Resolve the ProblemMost importantly,make it right.Resolve the issue.Fix the problem.A

12、nd then tell the customer exactly what you did to ensure that they are happy in the end.Describe what youre doing toaddress the complaint and rectify the problem.For example,“I have instructed our shipping department to overnight a replacement to you,”or“The employee who was rude to you in our showr

13、oom has been reprimanded accordingly.”Do Some CompensationSweeten your response by giving the customersomething extra,such a gift card,a free pass or something else that demonstrates you are not only sorry for the situation,but are committed to keeping the person as a customer.For example,“Im sorry

14、your movie was cut short due to technical difficulties.Enclosed,please find four complementary movie passes and a voucher for free popcorn and soft drinks.”Sample letter 1goods delivered wronglyDear Ms RoswellThank you for your letter regarding the mistake with your order(number 5920-887).As I said

15、in our telephone conversation yesterday afternoon,I am so sorry you were subjected to such inconvenience through this error.After collecting all the relevant documents,it is clear that your order was assembled correctly,but somehow put into the wrong box.I assure you that this is an anomaly as our s

16、hipping an receiving staff are usually accurate,consistent,and quick.I have spoken to the shipping manager and he will meet with his employees today to ensure that mix-ups like this one do not happen again.This morning we shipped the shortfall of 100 OPPO H135 earphones via FedEx,as you requested in

17、 our conversation.They should arrive no later than the afternoon of October 13,2018.I would also like to offer you a 5%discount on your next orders,as a sign of our commitment to customer satisfaction.Again,please accept my sincerest apologies for this unfortunate mistake.We value your business and

18、we look forward to providing you with our usual quality service in the future.Your sincerelyArnold WooSample letter 2late deliveryDear Mr HosseinRe:Delayed delivery of Order No.7203-95I refer to your letter of September 20 regarding delivery of your order for 6 extendable tables,24 chairs,8 computer

19、 work stations,and 8 swivel chairs.Thank you for bringing the matter to my attention.According to our Accounts Department,although we discussed delivering the above items by September 11,in fact we did not get your order until September 21the same day as your letter of complaint.I am afraid the dela

20、y in delivery has been due to our not receiving the order for two weeks.I regret that we cannot guarantee delivery in three days as I has to have enough time to prepare the goods.However,as it is clear that you have been inconvenienced by this unfortunate situation,we are prepare to deliver the item

21、s in a week.If this arrangement is acceptable to you,please contact me b return so that dis can make the necessary arrangements.Yours sincerelyGavin FarnsworthSample letter 3faulty productDear Mr KarmarkarThank you for your letter regarding your order No.2834-33,received on October 27,2018.We are so

22、rry to hear of the breakages which occurred to transit.We pack our shipments with great care but there are occasions when the merchandise is mishandled along the way.I have your inventory of the broken items.We shall make up a consignment of replacement which should reach you shortly.Please hold the

23、 moldy shoes for possible insurance inspection.I have lodged a claim with our insurer for the loss.I apologizes for the inconvenience.Yours sincerelyPrinciples to Handle Unjustified ComplaintsCustomer is not always rightKeep it friendlyDont apologize where you dont need toWhat should you tell the cu

24、stomer?Sample LinesOpening paragraphsThank you for bringing this matter to our attention.感谢您提出此事使我们注意。Thank you for giving us the opportunity to look into our delivery procedures.感谢给予我们机会，引起我们对公司的出货手续的注意。We appreciate your bringing this matter to our attention.我们感谢您提出此事使我们注意。Sample LinesBody paragra

25、phsI have checked with transporters,and they inform me that.我向运输公司作了核实，他们说.Having checked with our suppliers,it is clear that.我们向供应商作了核实，显然.According to our Accounts Department.根据我方财务部门记录.Sample LinesEnclosing paragraphsIf the engineer finds that the machine is beyond repair,it will be replaced immediately.如果该机器未能修理妥当，将即时安排更换。The matter is now in hand,and you will receive the missing goods within the next ten days.有关问题现在处理，所缺货物将于十天内运抵贵处。Please hold the goods which were wrongly shipped for collection.烦请暂存错发给贵方的货物，稍后本公司会收回。