LESSON 31: HOW TO DEAL WITH A CUSTOMER'S REQUEST FOR RETURN?--怎样回复客户的退货要求？


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. UPGRADING YOUR ENGLISH 英语升级

VI. GOODIES & GIFTS 实用小礼物

I. USEFUL EXPRESSIONS
常用语

1. How to tell the customer that you will accept a return?

Thank you for writing us about the LuxHome chairs you purchased on November 25 and wish to return for credit.

We are sorry the coffee set you ordered did not arrive safely and are happy to refund your $68.50.

We are sorry to hear the skirt we shipped you on May 10 did not fulfill your expectations and are happy to credit your account $125.50 for its return.

We received your return of the Star-301 fax machine and are happy to exchange it for a Star-302, which we hope is more suitable to your needs.

2. How to tell the customer that you can't accept a return?

As I understand the situation, you wish to return the blouses because of slow sales. I am sorry we cannot accept them for credit.

Although we realize that budgets are sometimes changed at levels above that of the purchasing manager, we are sorry we cannot accept the filing cabinet for credit.

The product was cast to your specifications and there is no market for it among our other customers.

I'm sorry we can't do more for you.

3. How to offer an alternative solution if you can't meet the customer's request?

Unfortunately, we have no more Zoom D-601 in stock, since we have discontinued this line of cameras.

I have enclosed a copy of our newest catalog in which we feature a new line of zoom cameras that appeals to customers like you.

Our new RNG-520 is closest in price and speed to the SK-300 you ordered. We hope you will consider the new model, which has more functions than SK-300.

4. How to end your letter?

We apologize for any inconvenience you suffered and hope we will have another opportunity to ship you one of our new models.

Please call us at [000] 000-0000 whenever we can help you with another order.

Please call at [000] 000-0000 or use the order form in the catalog whenever you would like to place another order.

We value your business and look forward to assisting you whenever possible.



II. SAMPLE
范文

Dear _________:

I'm sorry that the ___________[products] we shipped you on _________[date] did not fulfill your expectations. We are happy to credit your account $______ for its return or send you a check for the same amount.

If you are interested in other models, please take a look at the enclosed copy of our latest catalog. We'll be happy assisting you with another order.

Hope to hear from you soon.

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 request is justified, tell the customer that a return will be accepted.
3. Apologize if there has been any mistake or quality problem on your side.
4. Tell the customer when a replacement will be sent.
5. If there is no replacement available, suggest an alternative if possible.
6. If the customer's request is not justified, explain why and offer some helpful suggestions.
7. Try to reestablish confidence and good relationship at the end of your letter.



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

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

in accordance with, features, provide, fulfill, handling, for, found, original, for, discontinued, from, hear, suffered, authorized, apologize, credit, hope

1) The supplier has (1) this line of calculators although most dealers (2) them to be good sellers during the summer promotion.
2) We are sorry to (3) the tools we shipped you on April 5 did not (4) your expectations and are happy to (5) your account $245.50 for their return.
3) Here is a copy of our new winter catalog, which (6) a complete new line of tools for gardeners.
4) We (7) for any inconvenience you (8) and (9) we will have another opportunity to (10) you with some of our finest products.
5) Our policy is to accept (11) returns within 30 days of purchase if the product is returned in the (12) box. I have enclosed a shipping label (13) your convenience.
6) Products purchased by an end-user may be returned for credit (14) our "Total Satisfaction" Return Policy.
7) You may return the product to the manufacturer up to 30 days (15) the date of invoice (16) a refund of the product's purchase price. This refund will not include any shipping and (17) charges shown on your invoice.




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

received, trace, find, insure, be, receive, sent, lost, check, checking, prepay, accept, tracing, let, contact

1) I'm glad you called to (1) on the status of the cassette recorders you (2) back to us two weeks ago. After (3) our return records carefully, I (4) that we have not (5) your returned recorders. Please (6) your shipper to start (7) the shipment. I'm sorry, but we cannot (8) responsible for returned goods that are (9) in transit. However, if you (10) me know the shipping company's name and shipment number, I will gladly help you (11) it from this end.

2) To return products, you must call our Customer Services to (12) a Return Authorization Number, (13) shipping charges, and (14) the shipment or (15) the risk of loss or damage during shipment.




V. UPGRADING YOUR ENGLISH
英语升级


The rapid expansion of the Internet has given birth to a large number of new words and expressions. It has also bred a new style of writing which is innovative, lively, and less formal than traditional business writing. Here is a simple exercise that helps you practice with authentic "online" English:

  1. In a move aimed at improving its image among mainstream audience, the online Web directory decided that it will abstain ____ "adult advertising" and no longer accept pornographic ads on its site.
    (A) of
    (B) for
    (C) in
    (D) from

  2. A small firm accused the multi-national corporation ____ stealing its patented technology, saying it had filed a lawsuit seeking more than $1 billion in damages.
    (A) for
    (B) of
    (C) against
    (D) in

  3. The results of a number of recent researches added ____ growing optimism about the chances of avoiding widespread computer disruptions when the year 2000 approaches.
    (A) in
    (B) to
    (C) at
    (D) on

  4. These firms were accused of cheating investors ____ billions of dollars.
    (A) out of
    (B) in
    (C) over
    (D) from

  5. Faced ____ a significant drop in computer and software advertising, the publisher of high-tech magazines is pursuing new sources of ad income from car, television, and other companies.
    (A) for
    (B) to
    (C) with
    (D) at

  6. We will cut prices up to 8 percent on a new line of computers geared ____ small- and medium-sized business users.
    (A) at
    (B) on
    (C) for
    (D) to

  7. According to a poll released today, over one-third of adults in this region are hooked ____ to the Internet and more expect to be online by the end of this year.
    (A) in
    (B) on
    (C) up
    (D) over

  8. Our company is already ____ talks with EasTech about a merger that would create a nationwide cellular telephone network.
    (A) at
    (B) in
    (C) for
    (D) over

  9. The market is unpredictable. Washing machine industry, plagued ____ oversupply and price cuts last year, expects shortages this year.
    (A) with
    (B) for
    (C) from
    (D) of

  10. The organization is launching a campaign to advocate consumer self-regulation and encourage consumers who shop online to check _____ Web sites' privacy policies.
    (A) in
    (B) on
    (C) at
    (D) out




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

1. New Words, New Meanings

webzine: n. web + magazine: magazine published and distributed on the World Wide Web (also: "electronic journal")
因特网杂志, 电子杂志

Example:
E-commerce on the Internet is now competing with webzines for audience share.

2. A Ready-Made Letter For You

Dear ________:

We have received your return of the _________[model] ___________[product] (Invoice No. ________) you ordered on ______________[date] and are happy to exchange it for _________[model]. We hope this new model will suit your needs.

I've enclosed a new invoice. Please check and contact me if you have any question about it.

Sincerely yours,



_________[name]
_________[title]