ВУЗ:
Составители:
Рубрика:
59
I would appreciate your looking into this matter so that my account
may be cleared.
Sincerely yours,
Margaret White
Figure 4.2. A letter of claim
Notes:
statement – выписка со счёта
charge account – кредитный счёт
purchase – покупка
charge – зачисление на счёт
authorize – разрешать, санкционировать
receipt – квитанция
deduct – читать
appreciate – быть признательным
4.3. A LETTER OF ADJUSTMENT
Finally, you should propose a reasonable adjustment. This should be
worded positively and communicate your confidence that the company will
be fair.
As you read the sample claims, notice especially how they state all the
facts calmly. The writer never expresses anger, never makes a threat, and
never attempts to place blame. At all times, the letter is directed toward the
solution.
Claims should be answered promptly with a letter that will restore the
customer's goodwill and confidence in the company. Like a claim, a letter of
adjustment emphasizes the solution rather than the error and convinces the
customer that you understand and want to be fair.
An adjustment letter begins with a positive statement, expressing
sympathy and understanding. Near the start, it lets the reader know what is
being done, and this news, good or bad, is followed by an explanation. The
letter ends with another positive statement, reaffirming the company's good
intentions and the value of its products, but NEVER refers to the original
problem.
Whether or not your company is at fault, even the most hostile claim
should be answered politely. An adjustment letter should NOT be negative,
or suspicious. NEVER accuse the customer. NEVER grant any adjustment
reluctantly. Remember, your company’s image and goodwill depend on
how you respond, even to unjustified claims (Figure 4.3).
Страницы
- « первая
- ‹ предыдущая
- …
- 57
- 58
- 59
- 60
- 61
- …
- следующая ›
- последняя »
