LetterofComplaint-侨光科技大学.ppt

Answers on p. 68 Thank your customer for writing to you Refer to the problem and apologize Give an explanation for the problem, if possible Explain how you are going to help the customer Write a polite conclusion Response letter on p. 68 Dear Mr. Watanabe Thank you for your letter dated October 26 concerning your recent order. We are sorry to hear that you received the wrong order. Apparently, this was caused by a processing error. We will send you the correct items free of delivery charge. Once again, please accept our apologies for the inconvenience, and we look forward to serving you again in the future. Syntax mistakes Unless the items are wrapped with extreme care, we will place the large order. How to adjust the error? Ask for a refund Ask for a replacement Claim for a compensation Ask for apology Ask them to give guarantee Ask for a reasonable explanation Ask them to correct their mistake Answers on p. 67 Items Ensure Replacement Inspect Dealing with a complaint -1 Is customer always right? Acknowledge a complaint promptly. If the complaint is unreasonable, point this out politely and in a way that will not offend. If you are to blame, admit it readily, express regret and promise to put matters right. Dealing a complaint -2 Never blame any of your staff; in the end you are responsible for their actions. Thank the customer for informing you about the matters. Letter of Complaint Gladys Hung Spring 2013 Letter of complaint – example (p. 64) I am writing in reference to the delivery of MP3 player, order #J396, which was received today. Unfortunately, you sent us the wrong quantity. You sent us 20 K60 MP3 players, but we ordered 30. I have attached a copy of the order form for your reference. I would be grateful if you would send ten more players as soon as possible. Why making a complaint? Wrong goods received Poor service Unsatisfactory quality of goods Late delivery Non-delivery Damaged goods Prices not as agreed What should you say in a le