抱怨投诉课件

Complaining

抱怨投诉便条(关键词complain,dissatisfaction)1．交待投诉内容（表明本信的目的和要求）2．说明情况，表达布满情绪。（告知对方给自己造成的伤害和不便，提出解决问题的建议）3．表达希望上述问题尽快得到恰当解决的强烈愿望，并对有关人员做出的努力表示感谢，必要时告知对方自己的联系方式。4投诉便条的语言应尽量委婉，避免使用过激语言。Sample(1)DateDear....，IamafraidIhavetocomplainabout...Itwascausedbythe...Ican'timaginethatsuchafamous...likeyoursprovidessuchbad...Tosolvetheproblem,Isuggest....Iwouldappreciateitifyoucould...Sample（1）April18，2009DearSirorMadam,IwenttoyourstoretobuyaRadiowatchlastSunday.WhenImentionedthehighprice,theNo.5saleswomanrepliedinasarcastictone,“Youcangoaheadandbuyacheapfakefromotherstores”.Shedidn’tknowhowtotreataprospectivebuyer!Ihopeyoucanimproveyourserviceandgivemeaface-to-faceapology.Mytelephonenumberis.

Sincerelyyours,AmeliaSample(2)April18，2009DearSirorMadam,IamafraidImustcomplainaboutthepoorserviceofyourcompany.Iorderedabookamonthago,butoddlyenough,Ihaven'treceivedituptillnow.PleasecheckonourorderforonecopyofBusinessWriting,byJohnSmith,BeijingUniversityPress,2006,whichwassenttoyouonMarch1,2009withacheckforRMB50enclosedforcost.Hopefullywesolvetheproblemsoonandpleasecontactmeat1234567.Faithfullyyours,GeorgeSample(3)

April18，2009DearSirorMadam,IwenttoyourstoretobuyaRadiowatchlastSunday.WhenImentionedthehighprice,theNo.5saleswomanrepliedinasarcastictone,“Youcangoaheadandbuyacheapfakefromotherstores”.Shedidn’tknowhowtotreataprospectivebuyer!Ihopeyoucanimproveyourserviceandgivemeaface-to-faceapology.Mytelephonenumberis.