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时间:2020-08-01
《商务英语写作 chapter 11.ppt》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、Chapter11LettersofApology&CongratulationToerrishuman.Everyonemakesmistakes.Inthebusinessworld,losingacustomercanbeextremelycostly.Ifyoumakeamistake,abusinessapologyletteriscrucial.Lettersshouldgenerallybewrittenfromtheperspectiveofthecustomer.Somereasonstow
2、ritethistypeofletterinclude:MissinganimportantmeetingPoorcustomerserviceIncorrectdeliveryofproductsShippingdefectivegoodsOverchargeDelayforarefundWhenapologizingYoumustbesincere,direct,andbrief.Reinforcementoftheerrorwouldworkagainstthepurposeofapology.Empa
3、thyisthekeytoanappropriateapology.Writingsteps:BeginwithanapologyandrevealthepurposePresentspecificsituationforwhichyouapologizeHopeforunderstandingandforgivenessUsefulExpressionsp158Imustapologizetoyoufor…Iamverysorrythat…Pleaseacceptmyapologyfor…Ioweyouan
4、apologyfor…Iregretthat…Pleaseforgivemefor…UsefulExpressionsPleasepardon/excuse/forgiveme.Iamtoblame(该受责备,应负责任)forthisunpleasantthing.Ihopeyouwillkindlyforgivemylapseofattention(一时疏忽).Iamsosorrytohaveputyouto/intosomuchtrouble.Isincerelyhopethatyouwillkindly
5、acceptmyapologies.SampleApologyP154Apologyletter—damagedgoodsDearSir,Itwasdistressingtolearnthatthechocolateweshippedtoyourfirmlastweekarrivedinbitsandpieces.Peryourrequest,anewshipmentfor30lbs.leftourdockthismorningandisscheduledforaafternoondeliverytoyouo
6、nMay26th.Pleaseturnoverthedamagedgoodstothedriveratthetimeofdeliver.Iamsorrythatthisunfortunateincidentoccurredandsincerelyappreciateyourcontinuedpatronage.ExercisePartIVonp161WritealetterofapologyWritingsteps:ApologyExplainreasonshopeforunderstandingandfor
7、givenessEx4onp161DearMr.White,Pleaseacceptmyapologyforhavingmissedyesterday’smeeting.TheflightfromLondonwasover2hourslatedepartingbecauseoftheheavyfog.Hopingforclearancetotakeoffatanytime,airlineattendantsdidnotallowustoleavetheplanetotelephone.Iamsorryfort
8、heinconveniencecaused.Yourunderstandinginthismatterwouldbegreatlyappreciated.Yourssincerely,Watch&AnswerScene1:Whydidtheshopassistantapologize?Scene2:Whatistheproblemofthejacket?Canthecustomergetarefun
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