2015-06-28
390
Это самый неприятный вид корреспонденции, но без него, порой, не обойтись. Это весьма деликатный вид письма, в котором должны преобладать не эмоции, а вежливость, такт, дипломатия. Даже если жалоба или обвинение в ваш адрес безосновательны, не нужно кипятиться, так как любое проявление негативных эмоций в письме может неблагоприятно отразиться на ваших деловых отношениях. Решить все проблемы можно спокойным, ровным тоном, тем самым выглядеть достойно в глазах клиентов и завоевать уважение. Суть претензий и жалоб остается, но они при помощи разных фраз и оборотов маскируются под неспешную деловую беседу. Этот "тонкий" момент общения можно освоить на практике, изучив аналогичные готовые письма и фразы.
Примеры писем
1.
Dear Sirs,
| Your invoice and two parcels, supposed to contain 50 copies of 'The Great General' arrived today. On opening the parcels we found that one contained 25 copies of 'Little Women' and the other 40 copies of 'Cooking without Fat'. We have, as you know, given 'The Great General' a special display in our front window and need the copies urgently as we have only a few left. This is the first time in all our dealings with you that any mistake has occurred and we hope you will do your utmost to remedy it. Will you please therefore on receipt of this letter dispatch the correct copies Express and make sure that they rich us to-morrow afternoon. |
Yours thaithfully,
2.
Dear Sirs,
| Thank you for your letter of 10 August concerning your Order (VC 58391) which should have been supplied to you on 15Juty. First let me apologize for the delay and for the problems you have experienced. But as you may have read in your news-papers we are faced with an industrial dispute which has involved both administrative staff and workers on the shop floor and as a consequence has held up production over the past few weeks. However, I can tell you that the dispute has been settled and we are back to normal production. Your order has been given priority, so we should be able to deliver the engines before the end of this week. May I point out, with respect, that your contract with us a standard clause stating that deliver dates would be met unless unforeseen circumstances arose, and we think you will agree that a dispute is an exceptional circumstance. Once again let me say how much I regret the inconvenience this delay has caused and emphasize that it was due to factors beyond our control. Please let us know if you wish to complete your order or whether you would prefer to make other arrangements. I look forward to hearing from you within the next day or so. |
Yours faithfully,
T. Blackbell
Managing Director
3.
Письмо - претензия на низкое качество товара
Dear Sirs,
| It is with great regret that we have to inform you that the material, delivered under Contract № … does not conform to the specification on the basis of which the contract was signed. By separate mail we have sent you a cutting from this material and one piece from the material of the previous consignment, so that you can compare the two and see the difference. As a result of this situation sustain heavy losses because we cannot fulfil our contractual obligations to our clients. In this situation we are prepared to retain the goods if you will reduce the price, say, by 40%. Awaiting your early reply. |
We remain faithfully yours,
4.
Ответ на претензию
Dear Sirs, 8th, June 19.
| We have received your teller of 2nd June and thank you for sending us the two samples of cloth. We arc greatly concerned over your disappointment in the quality and complications which may arise in your relationship with your customers. If you are willing to accept the goods and dispose of the inferior cloth we will send you a credit note for the difference. We apologize sincerely for the trouble caused to you and we will lake all possible steps to ensure that such a situation will not arise again. |
Yours faithfully,
