商务英语写作 chapter 11.ppt

商务英语写作 chapter 11.ppt

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时间:2020-08-01

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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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