LESSON 30: HOW TO RESPOND TO COMPLAINTS ABOUT QUALITY PROBLEMS?
--怎样回复客户对产品品质的抱怨？


CONTENTS

I. USEFUL EXPRESSIONS 常用语

II. SAMPLE 范文

III. TIPS 掌握写作要领

IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS 精通常用词组和句型

V. WRITING WORKSHOP 写作小作坊

VI. GOODIES & GIFTS 实用小礼物

I. USEFUL EXPRESSIONS
常用语

1. How to start your letter?

Thank you for your letter of July 15 in which you made us aware of the problems in our products/services.

Thanks for your letter of May 4 concerning your dissatisfaction with our DX-500 camera.

Michael Leigh, president of A&P Electronics, has asked me to reply to your letter of May 26.

2. How to apologize for quality problems?

We apologize for the inconvenience this oversight has caused you.

We are sorry for the trouble the machine has caused you, but we are confident it can be fixed to your complete satisfaction.

We thank you for bringing this to our attention. Please accept our sincerest apologies for the concern this incident caused you.

3. How to promise the customer that the problem will be solved?

We certainly will honor our guarantee.

I am terribly sorry that you have had difficulties with some of our employees. Please be sure that I will give the entire matter a thorough review.

We will send a truck to pick up (at our expense) the meat at your store and will credited it to your account.

To fix the defective switches, I have assigned a group of technicians to visit each of your plants within the next 72 hours.

You can rest assured that we will take every step necessary to ensure that no similar incident will ever occur again.

Our product comes with a 90 day warranty, and we stand fully behind it.

4. How to suggest a solution?

We would like to suggest that our service engineer first check your computer. The problem may be small and could be fixed in your home.

If you wish, however, we will refund your money or send you a replacement.

5. How to end your letter?

I will be in touch as soon as I have completed my review.

We appreciate your patience during the next few days in putting this problem behind us.

Please let me know if you wish a replacement of the coat or a credit to your account. Above all we want our customers happy.

Please contact me at any time if I can be of further assistance in resolving this matter.



II. SAMPLE
范文

Dear ____________:

Thank you for your letter of July 15 in which you made us aware of the problems in our after-sale services.

I have asked Larry Brown, our Customer Service Manager, to investigate the case and I will be in touch as soon as the investigation is completed. Meanwhile, please accept our sincere apologies.

Thank you again for your time and efforts. I am sure the problem will soon be fixed to your complete satisfaction.

Sincerely yours,



_________[name]
_________[title]



III. TIPS
掌握写作要领

1. Tell the customer that you have received his/her complaint.
2. If the complaint is not justified, explain why it's not your fault.
3. If the complaint is justified, apologize and explain what caused the quality problem.
4. Assure the customer that the problem will be solved; if necessary, describe what measures you are going to take.
5. Try to reestablish confidence and good relationship.



IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS
精通常用词组和句型

1. Click on the word or phrase that fits the sentence:

  1. Our service representative will phone you to make an appointment ____ your convenience.
    (A) in
    (B) for
    (C) at
    (D) of

  2. We are sorry for the trouble the printer has caused you, but we are confident it can be fixed ____ your complete satisfaction.
    (A) with
    (B) to
    (C) at
    (D) in

  3. Before you return the computer to EasTech, don't forget to back ____ the data on the hard-disk drive(s).
    (A) up
    (B) [none]
    (C) on
    (D) from

  4. Before sending the computer for repair, remove any removable media, such as diskettes, CDs, or PC Cards, from your hard-disk. We do not accept liability ____ lost data or software.
    (A) to
    (B) for
    (C) over
    (D) with

  5. _____ we do not accept liability for the unfortunate termination of your contract with your client, we are willing to inspect the voice phone unit you purchased from us.
    (A) Because
    (B) Since
    (C) While
    (D) When

  6. EasTech manufactures its hardware products from parts and components that are new or equivalent to new in accordance ____ industry-standard practices.
    (A) to
    (B) as
    (C) of
    (D) with

  7. EasTech warrants that the products it manufactures will be free ____ defects in materials and workmanship.
    (A) of
    (B) from
    (C) to
    (D) for

  8. Monitors, keyboards, and mice that are EasTech-branded are covered _____ this warranty.
    (A) under
    (B) over
    (C) with
    (D) against

  9. Damage due to shipping the products to you is covered under this warranty. _____, this warranty does not cover damage due to external causes, including abuse, misuse, and failure to perform required preventive maintenance.
    (A) In addition
    (B) Besides
    (C) What's more
    (D) Otherwise

  10. To request a replacement, you must report each instance of hardware failure to our Customer Support _____ advance.
    (A) with
    (B) of
    (C) in
    (D) at




2. Fill in the blanks with words chosen from the list below. Add capitalization when necessary (1):

with, dependable, as, at, as, behind, reliable, with, beyond, therefore

I am sorry to learn that you were not completely satisfied (1) the whisk in the food processing unit you purchased from us. (2) you know, the system comes (3) a one-year warranty for parts only. Although we stand fully (4) our product, we cannot honor obligations (5) the limits of our warranty and still offer our unit (6) a highly competitive price. (7) , I regret that we cannot reimburse you for labor costs (8) you have requested.

The SP-301 Smart Processor is an extremely (9) model, and I am sure it will offer you many years of (10) use.




3. Fill in the blanks with words chosen from the list below. Add capitalization when necessary (2):

until, like, understand, in person, treated, up, experienced, in touch, completed, arrange

I can fully (1) your intense dissatisfaction with the way you were (2) at our Service Center.

After I have (3) my investigation, I would very much (4) to meet with you to discuss the problem you (5) . Is there a possibility that you will be visiting Boston in a couple of weeks? If so, perhaps we can (6) a mutually convenient time to meet.

I will ask our Accounting Department to hold (7) any further collection proceedings (8) I have discussed the matter with you (9) . I will be (10) as soon as I have completed my review.



V. WRITING WORKSHOP
写作小作坊


In each of the following cases arrange the groups of words so that they form a sentence. Add capitalization and punctuation if necessary.

  1. "shortly", "I'm investigating the problem", "hope to have an explanation for you", "and", "personally"

  2. "to evaluate the problem", "we will act promptly", "that", "you experienced", "we assure you"

  3. "the hard-disk proves", "without charge", "we will replace it", "if", "defective"

  4. "in the EasTech factory", "accessories or parts;, "are not installed", "this warranty does not cover", "that"

  5. "you must call EasTech Customer Support", "the warranty period", "to", "within", "request warranty service"

  6. "that this particular blouse", "though", "I would like to remind you", "some blouses of similar appearance are", "is not washable"

  7. "how", "to make each customer", "each garment must be cleaned", "our sales staff has been instructed", "aware of"

  8. "whether", "or", "you wish a replacement of the sweater", "please let me know", "a credit to your account"



VI. SOMETHING FOR NOTHING
GOODIES & GIFTS （实惠小礼物）

New Words, New Meanings

euro: 欧元
the euro zone: 欧元区

Examples:

The euro was launched on Jan. 1, 1999.

Gross domestic product will grow a modest 1.7% in the 11-nation euro zone.

The euro will change investment patterns in Europe. Euro zone investors, who have traditionally concentrated on their national markets, are gradually diversifying into broader European portfolios.