Добавил:
Upload Опубликованный материал нарушает ваши авторские права? Сообщите нам.
Вуз: Предмет: Файл:
word_nova.docx
Скачиваний:
0
Добавлен:
01.05.2025
Размер:
174.49 Кб
Скачать

6.2.5. Requesting Information

Correspondence on information requests typically includes request­ing programme, company, product, technology information, requesting ref­erence materials and price quotations - information services. Common pat­terns in correspondence related to requesting information include the fol­lowing:

a. Stating the organisation's interest in the requested information. Re­quests for information should not be viewed as merely a means to obtain information. Instead, information requests should be considered as the first step in identifying the mutual interests of both organisations. For instance, how will the other organisation benefit from supplying this information?

"Our laboratory is currently developing a flow measurement test ring. Our design consultant suggests the use of ABC valve products on some of the mechanical components. We would greatly appreciate your opinion on this matter, as it concerns our possible future cooperation."

b. Requesting information. By clarifying your organisation's interests, you allow the reader to make a correlation between the interests and goals of both organisations.

"Since our goal closely resembles that of your organisation, we would like to develop a partner relationship with your Industrial Material Exchange Service and, in this way, facilitate information exchange and other possible collaborations."

6.2.6. Complaint and Adjustment Letters

A complaint letter requests some sort of compensation for de­fective or damaged merchandise or for inadequate or delayed ser­vices. While many complaints can be made in person, some circum­stances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your complaint is. Avoid making the recipient an adversary.

  1. In the letter, identify early the reason you are writing — to regis­ter a complaint and to ask for some kind of compensa­tion. Avoid leaping into the details of the problem in the first sen­tence.

  2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antago­nising to delay this statement in some cases).

  3. Provide a fully detailed narrative or description of the prob­lem. This is the evidence.

  4. Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your request should be granted.

  5. Suggest why it is in the recipient's best interest to grant your re­quest: appeal to the recipient's sense of fairness, your desire for continued business, but do not threaten. Find some way to view the problem as an honest mistake. Do not imply that the recipient deliberately committed the error or that the com­pany has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request.

Replies to complaint letters, often called letters of "adjustment," must be handled carefully when the requested compensation cannot be granted. Refusal of compensation tests your diplomacy and tact as a writer. Here are some suggestions that may help you write either type of adjustment letter:

  1. Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, do not state the refusal right away unless you can do so tactfully.

  1. Express your concern over the writer's troubles and your apprecia­tion that they have written you.

  2. If you deny the request, explain the reasons why the request cannot be granted in a friendly manner. If you grant the request, do not sound as if you are doing so in a begrudging way.

  1. If you deny the request, try to offer some partial or substitute compen­sation or offer some friendly advice (to soften the denial).

  1. Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.

Соседние файлы в предмете [НЕСОРТИРОВАННОЕ]