回复投诉函 常用表达方式（视频一）.pptxVIP

菲同一般 助力卓越演示 主讲人 张晓云 Useful expression in replying a Complaint 回复投诉函 常用表达方式（视频一） 学习内容 目标与技能 接受投诉 —理赔函 理解合同的有关质量、数量异议提出的时间和依据、规定。 掌握回复投诉信函的英文表述，理赔信函的写作要点，也能能够针对对方的索赔有礼有节地进行理赔 拒绝投诉 能够针对对方的申诉及企业的实际情况及时回复客户，在维护自己利益的同时维护与客户之间良好的贸易关系。 Writing skills 业务导入 当你收到一个投诉或者索赔的时候，你要么理赔，要么拒绝索赔，取决于你收到的函电的情况。 When you get a complaint or claim, you may either grant compensation or reject it, depending on the situation. Useful expression 常用英文表达方式 1, We were surprised regretful to have received your letter of 日期 complaining about shipment problems. 我方很惊讶并且非常遗憾地收悉你方XXX日期申诉货物的问题 2, We are regretful to learn from your letter of 日期 that you are unsatisfied with the consignment under your order No. xxx. 从你方XXX日期信函中，我方遗憾地得知你方不满意订单号xxx项下的货物。 出口商在回复抱怨信函時常用的 开头语 Useful expression 常用英文表达方式 Because we have caused you inconvenience, please accept our sincere apology assure you that the mistake won’t happen in future. 鉴于我方已经导致你方的不方便，请接受我方诚挚道 歉，我方并保证将来绝不会再发生类似的错误。 2, Owing to having caused you trouble, we apology with sincerity and will try our best to avoid such unhappy matter in future. 我诚挚地为已经给你方带来的麻烦道歉，并将尽力在 将来避免再次发生这种令人不愉快的事件。 出口商在回复抱怨信函時常用的 结束语 Useful expression 常用英文表达方式 After careful check, we found the breakage was apparently caused by improper delivery, we suggest you ask for compensation from shipping Co. 仔细检查以后，我方发现破损很明显是由于粗暴装运所致。我方建议你 方向承运公司索赔。 2, Because the goods were packed with soft materials all round the inside of cartons, we couldn’t find any mistake on our part. 因为纸箱周围都垫铺了软包装材料，我们不认为我方有什么过错。 3, The damage in packing was caused by new workers, we have asked for our Production Dept. to improve it will give you a 10% discount as compensation. 包装的破损是由于新工人而引起。我们已经要求生产部门予以改进，并 给与你方10%折扣作为补偿。 出口商回复： 抱怨货物破损 请看下一节 THANK YOU ! 贸易英文书信 著 译 者： 闻顺发，陈淑女 编著ＩＳＢＮ： 9787208037465出版日期： 2001-09-01出 版 社： 上海人民出版社上架时间： 2011-07-17