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1、第六章第六章 投诉业务投诉业务教学目标：教学目标：掌握在各种业务情境下，投诉信函的写掌握在各种业务情境下，投诉信函的写作方法和技巧作方法和技巧掌握应对各种投诉的方法及回函写作技掌握应对各种投诉的方法及回函写作技巧巧1.业务知识业务知识投诉及其回函投诉及其回函1.怎样写投诉函？怎样写投诉函？投诉信函（claimletter）由三个部分组成：（一）说明背景，（二）说明问题，（三）提出要求。简要而清晰地说明事情的来龙去脉。如有需要，可提及必要的细节，为下面的投诉内容提供有力的根据。说明问题所在，提出投诉内容，附以已经产生的后果。所涉投诉内容应力求详尽，为提出解决问题办法打下基础。避免使用生硬的情绪化
2、语言来表示不满，应力求对所反映的问题写真、写实，还应提供证据。提出合理的、建设性的解决问题办法，并在段尾简短、明了地说明希望继续保持业务往来的友好意愿。2.怎样回复投诉？怎样回复投诉？对于投诉的回复，有两种可能，（1）投诉合理，投诉要求应尽力予以满足；（2）投诉不合理，投诉要求应予以拒绝。（1）合理投诉的回复）合理投诉的回复对于合理投诉，回复信函应包含四个部分：确认收到投诉信函,了解了投诉的内容，常用的开头语有：Irefertoyourletterof(具体时间)regardingReferenceismadetoyourletterof(具体时间)regardingThankyouforyo
3、urletterof(具体时间)concerning本段也常加入对投诉表示感谢的语句，如：Thankyouforbringingthismatterintoourattention.Thankyouforgivingustheopportunitytolookintoourdeliveryprocedures.Weappreciateyourbringingthismattertoourattention.说明针对投诉所进行的调查以及调查的结果，如：Ihavecheckedwiththetransporters,andtheyinformmethatthedelaywasduetopoorwe
4、atherconditions.Havingcheckedwithoursuppliers,itisclearthatthedamagesustainedbyyourordercameaboutasaresultofthepoorweatherconditionsduringtransport.主动承担责任并表示歉意，常用的道歉用语有：Ireallymustapologizefortheinconveniencewhichhasbeencaused.Ihopeyouhavenotbeentooinconvenienced.Pleaseallowustoapologizeforputtingyo
5、utosomuchtrouble.提出具体处理办法,如：Withthisinmind,wearemorethanhappytoreplacethefaultydisks.Ishallarrangeforamessengertocallatyourshopwithinthenextthreedaystocollectthenandtodeliver,atthesametime,areplacementbatchofdisks.本段尾也常加以表示“下不为例”的语句，以取得投诉人的信任与谅解，如：Weassureyouthatinfutureweshalldoallwecantoavoidthise
6、rroroccurringagain.Weshallendeavortomakesurethatthisdoesnothappenagain.（2）无理投诉的回复）无理投诉的回复对于无理投诉，回复信函应包含四个部分：确认收到投诉信函,了解了投诉的内容，常用的开头语同上：说明针对投诉所进行的调查以及调查的结果；说明非我方责任；婉言拒绝对方要求，有时为了表示某种诚意，在婉言拒绝投诉要求的同时，回复中可提出妥协、让步性建议。2.案例案例Case1投诉错发货物及其处理技巧投诉错发货物及其处理技巧1.Geoff是南非一家纺织品批发商，他向广州的李曼如订购了5,000打高尔夫羊毛男袜，但是收到的却是女式莱
7、尔线长统袜。Geoff给李曼如来函投诉，并提出如下要求（1）李曼如立即把订购货物发过来；（2）退运错发的货物并由李曼如承担退运费用共计4080美元；（3）由于发错货物致使Goeff不能按时向他的客户交货，李曼如应赔偿迟延交货违约金2000美元。要求退货、换货并赔偿损失要求退货、换货并赔偿损失 DearLeeManru,WearewritingtocomplainabouttheshipmentofourOrderNo.BT-708for5,000dozenMensGolfWoolenstockingsreceivedthismorning.ThesewereorderedonSeptember
8、20,2000andconfirmedbyfaxonSeptember21(enclosedcopy).However,uponopeningtheboxes,wefoundthattheycontained2,000dozenwomenslisleones.Wemustaskyoutoarrangeforthedispatchofreplacementatonceasweneedthestockingsweorderedtocompletedeliveriestoournewcustomers.Evenso,delayshipmentisdeemedtooccur,andyoushouldp
9、ayusUSD4080.00asliquidateddamages.Withregardtothemis-dispatchedcargoes,pleaseinstructushowtodealwiththemimmediately,otherwisewewillreturnthemtoyouatyourcost.Yoursfaithful,Geoff2011-10-21Note:WearewritingtocomplainabouttheshipmentofourOrderNo.BT-708for5,000dozenMensGolfWoolenstockingsreceivedthismorn
10、ing.我们写信给你方，以就我方今早收到的订单号为BT-708，订购商品为5,000打高尔夫羊毛男袜的订单的装运问题提出投诉。ThesewereorderedonSeptember20,2000andconfirmedbyfaxonSeptember21(enclosedcopy).上述商品订购于2000年九月20日，并于9月21日由传真确定（内附复印件）。(3)However,uponopeningtheboxes,wefoundthattheycontained2,000dozenwomenslisleones.然而，在开箱以后，我们发现里面装有2,000打女式莱尔线长统袜。(4)Wemu
11、staskyoutoarrangeforthedispatchofreplacementatonceasweneedthestockingsweorderedtocompletedeliveriestoournewcustomers.因为我们需要订购的长袜以便发货给顾客，故此我们不得不要求你方立即安排替代品的重新发货。(5)Evenso,delay(是不是delayed)shipmentisdeemedtooccur,andyoushouldpayusUSD4080.00asliquidateddamages.即使是这样，装运推迟也会发生，因此你方必须支付我方4080.00美元的违约赔偿金。（
12、6）Withregardtothemis-dispatchedcargoes,pleaseinstructushowtodealwiththemimmediately,otherwisewewillreturnthemtoyouatyourcost.至于错发的货物，请立即告知我方如何处理。否则，我方将发回这些货物，并且费用由你方承担。2.李曼如收到Goeff投诉后，立即查看发货记录，发现确实搞错了。她立即向老板汇报此事，并向老板提出自己的解决办法：（1）立即重新发货；（2）同意支付迟延交货违约金，以表示自己是个敢于承担责任的公司，但希望对方能少收些；（3）错发的货物不要退回，以免损失太大，而是
13、请求客户购买，趁机扩大销量，变被动为主动，但价格上可以适当优惠。老板同意该方案，于是她回信如下：拒绝退货以减少损失拒绝退货以减少损失DearGeoff,ThankyouforyourletterofOctober21.WeregretverymuchtolearnthattheMensGolfWoolenStockingsyoukindlyorderedwereomittedfromtheshipmentandthatWomenslisleStockingsweresenttoyouinstead.YourcomplaintwasimmediatelysenttoourCustomerRela
14、tionsrepresentativeforinvestigation.Ongoingintothematter,wefoundthatamistakewasindeedmadebyus.Theslip-upoccurredinournewautomatedinventorycontrolsystemwhichiscausingsomeproblemsduringthedataentrystage.Yourordernumberwasunfortunatelyconfusedwithanotherone(BT-718).Wesincerelyregretthatitcausedyousomuc
15、htrouble,especiallybecausethegoodswereintendedforyourspecialsale.Wehavearrangedfortherightgoodstobedispatchedtoyouatonce.Relativedocumentswillbemailedassoonastheyareready.Ifthewomensstockingswerereturnedtous,wewouldincurtoomuchloss.Wewouldbemuchgracefultoyouifyoucouldpurchasethemorkindlyrecommendimp
16、ortersofyourplacetodoso.Wearespecificallyinneedofyourhelpinthisregard.Asfortheliquidateddamagesfordelayshipment,wehavenowordsonyourclaiming,buttheamountyouareaskingforistoomuchbiggerthanwecanaccept.Sinceithasntcausedyouessentialfinancialloss,asumof500U.S.Dollarsisacceptable,whichisahighenoughtuition
17、feeforustopayforthelesson,isntit?Wearelookingforwardtohearingfromyousoon.YoursFaithfullyLeeManru2011-10-23Note:WeregretverymuchtolearnthattheMensGolfWoolenStockingsyoukindlyorderedwereomittedfromtheshipmentandthatWomenslisleStockingsweresenttoyouinstead.我们非常遗憾的得知贵方订购的高尔夫羊毛男袜在装运时被遗漏，而女式莱尔线长统袜被错发给贵方。Y
18、ourcomplaintwasimmediatelysenttoourCustomerRelationsrepresentativeforinvestigation.您的投诉被立即转达给我们的客户关系代表予以调查。Ongoingintothematter,wefoundthatamistakewasindeedmadebyus.在调查后，我们发现此项错误确实系我方所犯。Theslip-upoccurredinournewautomatedinventorycontrolsystemwhichiscausingsomeproblemsduringthedataentrystage.此项疏忽产生于
19、我们的新的存货控制系统，该系统在数据输入阶段产生了一些问题。Yourordernumberwasunfortunatelyconfusedwithanotherone(BT-718).很遗憾您的订单与另一订单（BT-718）产生了混淆。Wesincerelyregretthatitcausedyousomuchtrouble,especiallybecausethegoodswereintendedforyourspecialsale.因为我们的疏忽给您造成了如此多的麻烦，我们表示诚挚的道歉，尤其是在您的商品是用于限时特卖的情况下。Wehavearrangedfortherightgoodst
20、obedispatchedtoyouatonce.我们已经安排了立即发送给您的合适商品。Relativedocumentswillbemailedassoonastheyareready.相关文件也会在准备妥当之后立即邮寄给你方。Ifthewomensstockingswerereturnedtous,wewouldincurtoomuchloss.如果您将女士长袜返发给我方，我方将承受太多损失。Wewouldbemuchgracefultoyouifyoucouldpurchasethemorkindlyrecommendimportersofyourplacetodoso.如果你方能购买他
21、们、或者向您当地的进口商推荐这些商品，我们将非常感激。Wearespecificallyinneedofyourhelpinthisregard.就此而言，我们特别需要你方的帮助。Asfortheliquidateddamagesfordelayshipment,wehavenowordsonyourclaiming,buttheamountyouareaskingforistoomuchbiggerthanwecanaccept.至于推迟装运的违约赔偿，我们对你方的索赔要求没有异议，但你方索赔的金额大大超过了我方能接受的额度。Sinceithasntcausedyouessentialfin
22、ancialloss,asumof500U.S.Dollarsisacceptable,whichisahighenoughtuitionfeeforustopayforthelesson,isntit?既然尚未对你方产生重大的财务损失，500美元总额的赔偿金是可接受的额度；对我方而言，这笔学费对我们得到的教训而言也是足够高的，不是吗？Wearelookingforwardtohearingfromyousoon.期待你方的尽快回复。3.Geoff收到李曼如来信，看完她的解决方案，觉得这位李小姐很有主见，是个敢于承担责任的人，值得进一步合作。鉴于李小姐提出要求自己购买错发的货物，自己何不趁此扩
23、大业务并在付款方式上争取优惠？关于迟延交货，一方面可以向客户解释，一方面向李曼如多争取违约金。他回信如下：趁机扩大业务并争取有利付款方式趁机扩大业务并争取有利付款方式DearLee,ThankyouforyouremaildatedOct.23,2011.Weappreciateyourpromptshipmentofthereplacements.Withregardtotheliquidateddamagesfordelayshipment,500U.S.Dollarsisfarlessthanthecompensationwellhavetopaytoourclients.Asyoukn
24、ow,wehadguaranteedpunctualdeliverytoourclientswhenplacingorderwithyou,andwemustpayforourdefault,whichiscausedbyyourdelayshipment.Thisisourprincipleandpractice.However,inviewofourlongtermcooperation,wedecidetomakeaconcessionandclaimforasumofUSD1000.00.Thisisthebestwecando.SincewehaveneverdealtwithWom
25、enslisleStockings,itisimpossibleforustopurchasethem.Butconsideringyoursituation,wearewillingtomakeatrialofitonthebasisofconsignmentsales.Shouldyouagreewithusonthispoint,wecanfurtherdiscussaboutit.YoursfaithfullyGeoff2011-10-24Note:Weappreciateyourpromptshipmentofthereplacements.对于你方迅速更换货物，我方表示感谢。Wit
26、hregardtotheliquidateddamagesfordelayshipment,500U.S.Dollarsisfarlessthanthecompensationwellhavetopaytoourclients.关于推迟装运产生的违约赔偿金，500美元远远少于我们必须付给客户的赔偿金。Asyouknow,wehadguaranteedpunctualdeliverytoourclientswhenplacingorderwithyou,andwemustpayforourdefault,whichiscausedbyyourdelayshipment.如你所知，在我方下订单时，
27、我方已经向客户保证了准时交货。我方未能履行职责，因此必须赔偿，而这是因为你方推迟发货导致的。Thisisourprincipleandpractice.这是我们的原则和惯例。However,inviewofourlongtermcooperation,wedecidetomakeaconcessionandclaimforasumofUSD1000.00.然而，考虑到我们的长期合作关系，我们决定作出让步，索赔1000.00美元。SincewehaveneverdealtwithWomenslisleStockings,itisimpossibleforustopurchasethem.因为我方
28、从未经营女式莱尔线长统袜，我方不可能购买这些产品。（7）Butconsideringyoursituation,wearewillingtomakeatrialofitonthebasisofconsignmentsales.Shouldyouagreewithusonthispoint,wecanfurtherdiscussaboutit.但是考虑到你方的情况，我们愿意采用寄售的方式试销这些产品。如果你方同意这种方式，我们可以进一步详谈。4.李曼如收到Geoff来信，很清楚他的意图Geoff想接手这批错发的货物，但想卖完再付款即寄售或代销，这样可以利用李曼如的资金扩大自己的业务。同时，李曼如
29、也深知自己处于被动地位，毕竟是自己求别人购买，没有多少讨价还价的筹码，但是能否把事情做得更好些呢？。如果采用寄售方式，什么时候卖完无法确定，付款时间也就无从确定，这对李曼如就太不利了。她想出一个办法把寄售改为赊销60天（OpenAccount60days），于是去函说服Geoff。变寄售为赊销变寄售为赊销60天天DearGeoff,Itisdelightfultolearnfromyouremailof24thOctoberthatyouarewillingtodealwithourWomenslisleStockings.Consignmentbusiness,asproposedinyou
30、remail,isnotimpossible.Itisalsounderourconsiderationasanoptionalwaytoexpandourbusinesswithourpartnersonalongtermbasis.Butitisnotputintoeffectuntilweareconvincedofthesizeofthetargetmarketandofthequalification,competenceandcreditworthinessofourcandidatepartner.Obviously,aconsignmentsale,insuchanoccasi
31、on,isnotappropriatetothislotofWomenslisleStockings,whichisofasmallquantity.WebelievethatpaymentbasedonO/A60daysisacceptabletobothofusforthisdealofWomenslisleStockings.Referringtotheliquidateddamagesyouaskfor,wearereluctanttohavemorewordsaboutitbutagreewithyouonthesumofUSD1000,whichistobedeductedfrom
32、theproceedsofWomenslisleStockings.YoursFaithfullyLeeManru2011-10-25Note：Itisdelightfultolearnfromyouremailof24thOctoberthatyouarewillingtodealwithourWomenslisleStockings.从你方10月24日的邮件得知，你方愿意处理我方的女式莱尔线长统袜，我方非常高兴。Consignmentbusiness,asproposedinyouremail,isnotimpossible.你方在邮件里提议的寄售这种方式，并不是不可行的。Itisalso
33、underourconsiderationasanoptionalwaytoexpandourbusinesswithourpartnersonalongtermbasis.这也是我们正在考虑的在长远的基础上和我们的合作伙伴扩大业务的选项之一。Butitisnotputintoeffectuntilweareconvincedofthesizeofthetargetmarketandofthequalification,competenceandcreditworthinessofourcandidatepartner.但是，只有在我们已经确信了目标市场的规模，以及合作伙伴的资质、能力以及信誉
34、的可靠性以后，我们才会将此付诸实践。Obviously,aconsignmentsale,insuchanoccasion,isnotappropriatetothislotofWomenslisleStockings,whichisofasmallquantity.很明显，在现今的情况下，采用试销这种小量的销售模式，对于销售如此大量的女式莱尔线长统袜来说，是不合适的。WebelievethatpaymentbasedonO/A60daysisacceptabletobothofusforthisdealofWomenslisleStockings.我们相信赊销60天是双方都可接受的处理这单女
35、式莱尔线长统袜业务的方式。Referringtotheliquidateddamagesyouaskfor,wearereluctanttohavemorewordsaboutitbutagreewithyouonthesumofUSD1000,whichistobedeductedfromtheproceedsofWomenslisleStockings.就你方要求的违约赔偿金，我方不愿再做过多言辞，而是同意你方要求的数额，也就是，1000美元，而这笔钱将从销售女式莱尔线长统袜的货款中扣除。Case2质量投诉及其处理技巧质量投诉及其处理技巧1.印度电器经销商Amaity在2010年春季广交会
36、上看到佛山何先生（出口部经理）展出的各种豆浆机等小家电产品，购买了型号为LA-1.5的豆浆机2000台，但到货后经过客户试用很不理想，估计很难销售出去，于是来函提出质量问题，并要求退款退货。要求退货退款要求退货退款DearMr.He,Theshipmentof2000setsofHouseholdBeanJuiceMaker,ModelAL1.5,wasdeliveredon25July,2010andwascheckedondelivery.IamafraidIreallymustcomplainaboutthequalityofthesemachines.Youappeartohavesu
37、pplieduswithaproductfarbelowthestandardourcustomersexpect.TheAL1.5itemsthatyoudeliveredwerepoorlyfinishedandshoddy.Whatismore,theyarecertainlynotasgoodasthedemonstrationmodelsthatIwasshownontheCantonfairinApril.Thismatteriscausingusgreatinconvenience,sincewehavenowincludedtheAL1.5inournewcataloguean
38、dwearereceivingalargenumberofenquiriesaboutit.Weshallbefacedwithcancelingitfromourcatalogueandexplainingtocustomersthatitisnolongavailable.Ishouldlikeyoutorefundthemoneywehavepaidyouforthesemachines.Alternatively,ifthisisunacceptable,IshouldbepreparedtoaccepttheAL.1.6modelasareplacementfortheAL.1.5a
39、tthesameprice.Ilookforwardtohearingfromyouinthenearfuture.Yourssincerely,Amaity2010-08-10Note:Theshipmentof2000setsofHouseholdBeanJuiceMaker,ModelAL1.5,wasdeliveredon25July,2010andwascheckedondelivery.2000套型号为AL1.5的家用豆浆机已于2010年7月25日装运发货，并于发货时查验。IamafraidIreallymustcomplainaboutthequalityofthesemachi
40、nes.恐怕我真的必须就这些机器的质量进行投诉。Youappeartohavesupplieduswithaproductfarbelowthestandardourcustomersexpect.你放似乎给我方提供了一种质量远低于顾客期待的标准的产品。TheAL1.5itemsthatyoudeliveredwerepoorlyfinishedandshoddy.你方发货的AL1.5型商品做工粗糙，质量低劣。Whatismore,theyarecertainlynotasgoodasthedemonstrationmodelsthatIwasshownontheCantonfairinApr
41、il.而且，这些商品的质量很明显没有在广交会上展示给我的样品一样好。Thismatteriscausingusgreatinconvenience,sincewehavenowincludedtheAL1.5inournewcatalogueandwearereceivingalargenumberofenquiriesaboutit.这个问题正给我们造成很大的不便，因为我们已经将此项商品加入了我们的新的产品目录，并且收到了大量的相关咨询。Weshallbefacedwithcancelingitfromourcatalogueandexplainingtocustomersthatitisn
42、olongavailable.我们将面临从产品目录删除此项商品并且向顾客解释停售的问题。Ishouldlikeyoutorefundthemoneywehavepaidyouforthesemachines.我们希望你方返还我方为这些机器已付的款项。Alternatively,ifthisisunacceptable,IshouldbepreparedtoaccepttheAL.1.6modelasareplacementfortheAL.1.5atthesameprice.如果上述方式不可行的话，作为一项替代选择，我方愿意在相同的价格基础上接受AL.1.6型，用于代替AL.1.5型。2.何先
43、生收到来信后，询问了当时在广交会上接待Amaity的两位业务员，得知：Amaity在广交会展位上分别使用过AL1.5和AL1.6两种型号，对产品的功能表现和价格都十分清楚，然后选择AL1.5款购买。此次来信投诉并未涉及质量问题，属于无理投诉。于是，何先生决定拒绝对方的要求，但也做一些变通处理，以维持同客户的良好关系。拒绝对方要求并做变通处理拒绝对方要求并做变通处理DearMr.Amaity,Irefertoyourletterof10August2010,regardingthestandardoftheHBJMs(HouseholdBeanJuiceMaker)wesuppliedtoyou
44、recently.Thankyouforbringingthismattertoourattention.ItseemsthatyouarenotsatisfiedwiththequalityoftheModelAL1.5HBJM.Youfeelthattheywerepoorlyfinishedandshoddyandnotasatisfactorystandardforyourcustomers.IhavediscussedthematterwithourSalesRepresentatives,Ms.LauandMr.Chen,whowerepresentattheCantonFair,
45、receivingyouandshowingyouthemachines.TheywitnessedthatyouhadpersonallytriedtouseModelAL-1.5andAL-1.6respectivelybyoperatingyourselfandmadecommentsonthefunctionsofthesetwomodelsafterwards,andthenyoudecidedtopurchaseAL-1.5.Thisimpliesthatyouwereawareofthestandardoftheworkmanshipandqualityofwhatyouboug
46、ht.Yourstatementthatourproductsareshoddypoorlyfinishedandfarbelowyourcustomersexpectationinqualitydoesntconstitutetheevidenceforyourclaim,whichisobviouslynotjustifiable.Weregrettoinformyou,therefore,wecannotgiveyouarefund.Inthiscase;thegoodsareofsalablequality,sorefundisoutofthequestion.However,here
47、atHouseholdBeanJuiceMakers,wefeelstronglythatyoursatisfactionisourtoppriority.So,inordertomakeupforsomeoftheinconvenienceyouhavesuffered,wewhouldliketoofferyouthechancetobuytheModelAL-1.6atanunbelievablelowprice.IfyoureturntheModelAL1.5touswithinthenextweekinperfectcondition,wecanoffera5%discountoff
48、thelistpriceoftheAL1.6.Pleasecontactmeassoonaspossibletotellmeifthisarrangementisacceptabletoyou.YoursSincerelyHeJunming2010-08-11Note:Irefertoyourletterof10August2010,regardingthestandardoftheHBJMs(HouseholdBeanJuiceMaker)wesuppliedtoyourecently.你方于2010年8月10日来函，提出近期我们向你方提供的家用豆浆机的质量标准问题，谨就此作出答复。Than
49、kyouforbringingthismattertoourattention.感谢你方向我们反映此事。ItseemsthatyouarenotsatisfiedwiththequalityoftheModelAL1.5HBJM.你方看来对AL1.5型的家用豆浆机的质量感到不满。Youfeelthattheywerepoorlyfinishedandshoddyandnotasatisfactorystandardforyourcustomers.你方认为该型号产品做工粗糙，质量低劣，达不到顾客满意的质量标准。IhavediscussedthematterwithourSalesReprese
50、ntatives,Ms.LauandMr.Chen,whowerepresentattheCantonFair,receivingyouandshowingyouthemachines.我已经与我方销售代表刘小姐和陈先生就此讨论过，他们当时在广交会接待了您，并且向您展示了这些机器。TheywitnessedthatyouhadpersonallytriedtouseModelAL-1.5andAL-1.6respectivelybyoperatingyourselfandmadecommentsonthefunctionsofthesetwomodelsafterwards,andthenyo