资源描述：
《投诉信与复投诉信写作课件ppt模版课件.ppt》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。
1、投诉信ComplaintsBusinessrelationshipsdonotalwaysrunsmoothly.Peoplemakemistakes.Accidentshappen.Inefficiencyanddelaysinproductionleadtolatedeliveries.Poorqualitycontrolleadstocomplaintsofproductunreliability.Slackhandlingleadstobreakages.So,peoplecomplain.Thecontentsofthecomplaintlettersshouldbeconstru
2、ctive,andyourtoneshouldbe‘controlled.’Thecommoncausesforcomplaints1)damagedorfaultygoods货物受损或有瑕疵;2)deferred/delayeddelivery延误交货;3)falsedocuments单据有误;4)inconformity(shortweight,wronggoods,unsolicitedgoodsetc)交货有误(数量有误、货物不符或未经订购收到货物);5)Inferiorquality质量没有达到要求Thepurposeofthecomplaining/claimletteristo
3、convincethereaderthatyouareafairandhonestcustomerwhoisjustifiablydissatisfied,andthatyouhavealegitimatecomplaintthatdeservesadesiredresponse.Themaincontentsofacomplainingletteris:1.togivethereasonsforcomplaints2.toprovidethesolutionsHowtowriteacomplaintletter: Keepinmindthatmosterrorsareunintentio
4、nal,andrealizethatmostbusinessesandorganizationswanttoaddressandclearupcomplaintsquicklyinordertohavesatisfiedcustomersormembers. Bebrief.Keepyourlettertoonepage,andwriteshortparagraphs,ratherthanlongones. Behonestandstraightforward,andincludesufficientdetailtobackupyourclaimandtoshowthatyouhavet
5、horoughlyresearchedthesubject.However,omitirrelevantdetails.Keepyourletterconciseandprofessional.Maintainafirmbutrespectfultone,andavoidaggressive,accusinglanguage. Sendonlyphotocopiesofreceiptsandotherdocuments,andretainalloriginals.Keepacopyoftheletterforyourrecords. Inmanycases,youcanincreaseth
6、eeffectivenessofyourletterbygettingseveralotherstosignitwithyou.Thisisparticularlythecasewhentryingtoinfluenceorchangelegislation,denouncingmaterialfromthemedia,andsoforth. Ifacompanyhasrepeatedlygivenyoubadserviceandrefusestocorrectthesituationandyoufeelthatyouronlyrecourseistopursuelegalaction,v
7、oiceyourfeelingsinatactfulbutfirmway.However,don'tthreatenlegalactionunlessyouarewillingtofollowthroughwithit.Ifyourletterfocusesonasingleindividual,avoidmakinggeneralizationsaboutthecompanyororganization.
