ВУЗ:
Составители:
Рубрика:
56
U n i t 4
COMPLAINTS, CLAIMS AND ADJUSTMENTS
Business transactions are not always successful; the exchange of
money, merchandise, or service is not always smooth. When problems
occur, the customer must promptly notify the company by letter. Such a
letter is called a complaint. A complaint that calls upon the company to
make restitution is called a claim. The company, responding to the claim,
will write a letter of adjustment.
4.1. A LETTER OF COMPLAINT
When a customer is dissatisfied with goods or services, a complaint
letter will inform the company or organization of the problem. The letter
presents the facts and expresses the customer's dissatisfaction (Figure 4.1).
Because a complaint, unlike a claim, does not necessarily call for
action or compensation from the company, it should be answered
gracefully. Indeed, the writer of a complaint is offering help to the
offending organization, an opportunity to improve its operations. Therefore,
the response to a complaint is concerned and courteous, but not defensive.
It may offer an explanation and suggest remedies that are being followed.
It definitely should extend an apology.
Notes:
merchandise – товары
notify – извещать, уведомлять
restitution – возмещение убытков
complaint – жалоба
claim – претензия, требование, рекламация
adjustment – согласование; урегулирование
concerned – обеспокоенный
remedy – способ устранения
apology – извинение
21 West Main Street
Cochecton,
NY 11222
October 9, 2006
Dr. Linda Peters, Director
County General Hospital
Route 97
Callicoon, New York 11203
Страницы
- « первая
- ‹ предыдущая
- …
- 54
- 55
- 56
- 57
- 58
- …
- следующая ›
- последняя »
