商务英语写作第六章.pptVIP

商务英语写作 ___Chapter Six Adjustments and refusals 1.What are the steps in dealing with complaints? 1.What are the steps in dealing with complaints? Adjustment letters: Correct the mistake Refusal letters: Say no and maintain goodwill 2.The general plan for adjustment letters 1.Begin directly – with the good news. 2.Describe the action you have taken since receiving it. 3.Stating briefly your decision and offering compensation if appropriate. 4.End with a friendly, positive comment. 见Sample 6-1 3.The general plan for refusal letters 1.Imagine you were the recipient.