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

TopicscoveredTheFunctionsofCustomer’sComplaintHowtoRespondtotheComplaintLetterHowtoDealwiththeCustomer’sComplaint

TheFunctionsofCustomer’sComplaintComplaintsprovideopportunitiesforbusinessesto:Retainacurrentcustomerorclient;Gaininsightandperspectivetoeffectivenessofinternalprocesses,operations,timelinesandcommunications;Improvecustomerserviceandsatisfaction;Makeneededchangesandadjustments;Provideadeeperleveloftransparencyandunderstandingaboutthebusiness;Reaffirmacompany’scommitmenttoitscustomer,clientandcommunity.HowtoDealwiththeCustomer’sComplaintQuickResponseFormalFormatAppropriateDepartmentAcknowledgetheCustomer’sFrustrationQuickResponseAcustomercomplaintresponselettershouldbesentasquicklyaspossible,aimfora24hourresponsetimeandalwaysreplytocomplaintswithin3workingdays.FormalFormatAcustomercomplaintresponseletterisimportantandrequiresaformalformatusingthecorrectwordingandetiquette.Generallyyouwillnotknowtherecipientpersonallysotheformat,styleandstructureofacustomercomplaintresponselettershouldbewritteninaformalstyle,applyingthecorrectprotocolandetiquette.AppropriateDepartmentSendyourletterfromtheappropriatedepartment,toensureyourcustomerknowsthattherightpeopleknowabouttheproblemandareaddressedthesituation.Formattheletteroncompanyletterheadandfollowtraditionalbusinessletterformattingguidelines.Referencethecomplaintnumber,storeandordernumberorthecustomeraccountinthelettertoensureappropriatetracking.AcknowledgetheCustomer’sFrustrationAcknowledgethecustomer’sfrustrationandifyou’reinthewrong,pleaseapologize.Emphasizeyourcompany’scommitmenttoresolvingissueandkeepingcustomershappy.Forexample,“Iwasverysorrytohearyoureceivedthewrongorder.Atourcompany,wehaveacommitmenttoprovidingtopqualityserviceandcorrectingmistakes.”HowtoRespondtotheComplaintLetterWhenrespondingtoacustomercomplaint,it’simportanttomakesureyourtoneisspecific:Respondspecificallytotheissuesbroughtupbythecustomer.Provideaspecificapologythatacknowledgesanymistakesonyourend.Stateexactlywhatyouintendtodotomakeitright.Proposehowyouwillimprovethecustomer’sexperienceinthefuture.HowtoRespondtotheComplaintLetterSayThanksSaySorryResolvetheProblemDoSomeCompensationSayThanksThankthecustomerforbringingtheproblemareatoyourattentionandnoteyourappreciationforthecustomer’spatronage.Forexample,“Thankyouforbringingthismattertoourattention.Weappreciateyourbusinessandhopethisincidentwillnotimpactyourfaithinourcompanyinthefuture.”Actuallyaddresseachportionofthecustomer’scomplaint.Ifthecomplaintcameviaabrieformid-sizedmessage,respondtoeachpoint.Ifitwasalengthyrant,trytoaddressthemainorrationalpoints.SaySorryTakeownershipofanythingyourbusinessmesseduporcouldhavedonebetter.Ifyoumadealegitimateerror,saysorry.Ifyourcustomerwasconfusedaboutsomethingmostpeopleunderstand,apologizethattheexperiencewasn’tmoreintuitive.ResolvetheProblemMostimportantly,makeitright.Resolvetheissue.Fixtheproblem.Andthentellthecustomerexactlywhatyoudidtoensurethattheyarehappyintheend.Describewhatyou’redoingto

addressthecomplaintandrectifytheproblem.Forexample,“Ihaveinstructedourshippingdepartmenttoovernightareplacementtoyou,”or“Theemployeewhowasrudetoyouinourshowroomhasbeenreprimandedaccordingly.”DoSomeCompensationSweetenyourresponsebygivingthecustomer

somethingextra,suchagiftcard,afreepassorsomethingelsethatdemonstratesyouarenotonlysorryforthesituation,butarecommittedtokeepingthepersonasacustomer.Forexample,“I’msorryyourmoviewascutshortduetotechnicaldifficulties.Enclosed,pleasefindfourcomplementarymoviepassesandavoucherforfreepopcornandsoftdrinks.”Sampleletter1—goodsdeliveredwronglyDearMsRoswellThankyouforyourletterregardingthemistakewithyourorder(number5920-887).AsIsaidinourtelephoneconversationyesterdayafternoon,Iamsosorryyouweresubjectedtosuchinconveniencethroughthiserror.Aftercollectingalltherelevantdocuments,itisclearthatyourorderwasassembledcorrectly,butsomehowputintothewrongbox.Iassureyouthatthisisananomalyasourshippinganreceivingstaffareusuallyaccurate,consistent,andquick.Ihavespokentotheshippingmanagerandhewillmeetwithhisemployeestodaytoensurethatmix-upslikethisonedonothappenagain.Thismorningweshippedtheshortfallof100OPPOH135earphonesviaFedEx,asyourequestedinourconversation.TheyshouldarrivenolaterthantheafternoonofOctober13,2018.Iwouldalsoliketoofferyoua5%discountonyournextorders,asasignofourcommitmenttocustomersatisfaction.Again,pleaseacceptmysincerestapologiesforthisunfortunatemistake.Wevalueyourbusinessandwelookforwardtoprovidingyouwithourusualqualityserviceinthefuture.

YoursincerelyArnoldWooSampleletter2—latedeliveryDearMrHosseinRe:DelayeddeliveryofOrderNo.7203-95IrefertoyourletterofSeptember20regardingdeliveryofyourorderfor6extendabletables,24chairs,8computerworkstations,and8swivelchairs.Thankyouforbringingthemattertomyattention.AccordingtoourAccountsDepartment,althoughwediscusseddeliveringtheaboveitemsbySeptember11,infactwedidnotgetyourorderuntilSeptember21–thesamedayasyourletterofcomplaint.Iamafraidthedelayindeliveryhasbeenduetoournotreceivingtheorderfortwoweeks.IregretthatwecannotguaranteedeliveryinthreedaysasIhastohaveenoughtimetopreparethegoods.However,asitisclearthatyouhavebeeninconveniencedbythisunfortunatesituation,wearepreparetodelivertheitemsinaweek.Ifthisarrangementisacceptabletoyou,pleasecontactmebreturnsothatdiscanmakethenecessaryarrangements.

YourssincerelyGavinFarnsworthSampleletter3—faultyproductDearMrKarmarkarThankyouforyourletterregardingyourorderNo.2834-33,receivedonOctober27,2018.Wearesorrytohearofthebreakageswhichoccurredtotransit.Wepackourshipmentswithgreatcarebutthereareoccasionswhenthemerchandiseismishandledalongtheway.Ihaveyourinventoryofthebrokenitems.Weshallmakeupaconsignmentofreplacementwhichshouldreachyoushortly.Pleaseholdthemoldyshoesforpossibleinsuranceinspection.Ihavelodgedaclaimwithourinsurerfortheloss.Iapologizesfortheinconvenience.YourssincerelyPrinciplestoHandleUnjustifiedComplaintsCustomerisnotalwaysrightKeepitfriendly

Don’tapologizewhereyoudon’tneedto

Whatshouldyoutellthecustomer?SampleLinesOpeningparagraphsThankyouforbringingthismattertoouratt