V. Ответы на жалобы

(Replies to Complaints: Adjustment letters and Refusals)

Как писать ответы на жалобы

Задание 17. Внимательно ознакомьтесь со следующей информацией. Запомните ее.

Ответы на жалобы могут быть положительными, то есть выражающими согласие с предъявляемой претензией и намерение урегулировать возникшую ситуацию, исправив допущенную ошибку, или отрицательными, то есть выражающими несогласие с предъявляемой претензией и отказ удовлетворить жалобу. Схемы, которые используются для написания положительных и отрицательных ответов на жалобу, отличаются друг от друга.

Положительный ответ на жалобу

• В начале письма рекомендуется выразить благодарность адресату за сообщение о допущенной вами ошибке, принести свои извинения и проинформировать о готовности исправить допущенную ошибку.

• В следующем абзаце необходимо сообщить о принятых вами мерах по регулированию возникшей ситуации. Здесь же (или в отдельном абзаце) можно по желанию дать краткое объяснение тому, что произошло, не вдаваясь в излишние детали. Помните, что при этом ни в коем случае не следует обвинять кого-либо из сотрудников своей фирмы в случившемся. (Это внутренние проблемы, вашему деловому партнеру знать о них необязательно!)

• В следующем абзаце можно сообщить любую, относящуюся к данному вопросу информацию (например, при необходимости запросить у адресата дополнительную информацию, которая поможет ускорить решение возникшей проблемы, или предложить со своей стороны некие дополнительные меры для благоприятного решения проблемы и т.д.).

• Закончить письмо нужно на положительной ноте: либо принести еще раз извинения за допущенный в работе промах, либо заверить своего делового партнера в надежности своей фирмы и желании избегать подобных ошибок в будущем.

Отрицательный ответ на жалобу

• Письмо-отказ должно начинаться с так называемого «буфера», то есть некой фразы, которой вы выражаете свое сожаление по поводу возникшей у вашего адресата проблемы, и которая поможет ему менее остро отреагировать на отказ удовлетворить его жалобу. При этом вы можете опираться на информацию из письма, на которое вы пишите ответ.

• Далее, в следующем абзаце, нужно дать очень подробное описание возникшей ситуации. Вы должны привести факты, которые подготовят адреса к последующему отказу в удовлетворении предъявляемой жалобы (претензии). Однако, при этом ни в коем случае не следует обвинять адресата в неправильных действиях, а тем более использовать грубые, оскорбительные выражения. Даже если адресат и неправ, вы должны быть предельно вежливы, должны привести четкие доказательства ошибки (или ошибок), допущенной самим адресатом, его неправильного понимания причин возникшей проблемы. В этом случае ваш адресат сам поймет свои ошибки и сочтет логичным и обоснованным ваш последующий отказ. Для того, чтобы избежать прямых обвинений в адрес предъявителя претензий, следует использовать пассивные конструкции, например: вместо того чтобы написать «При включении прибора Вы использовали напряжение 220 в, а не 120 в, как указано в инструкции по эксплуатации» нужно писать «При включении прибора было использовано напряжение 220 в, а не 120 в, как указано в инструкции по эксплуатации».

• В следующем абзаце вы можете сделать вывод и написать о своем отказе, используя соответствующую фразу. Иногда в этом нет необходимости, поскольку из всего предыдущего текста письма, из всех изложенных фактов адресату станет ясно, каково будет ваше решение по поводу возникшей ситуации.

• Однако заканчивать письмо, как и в случае согласия на удовлетворение жалобы, следует на положительной ноте. Вы должны предложить некую компенсационную меру, например, проведение ремонтных работ со скидкой, приобретение новой продукции вашей фирмы на льготных условиях и т.п.

Задание 18. Прочтите письма – ответы на жалобы (претензии). Обратите внимание на то, как они построены и каким тоном они написаны. Выделите основные мысли каждого абзаца. Переведите тексты писем на русский язык.

1. ROSE WORLD One Rose Lane Ashland, Oregon 95402 June 3, 2007 Mr. James Bronski 1390 Moorpark Avenue San Jose, CA 98127 Dear Mr. Bronski: We are happy to replace the six rose bushes you purchased or return your money in full. The quality of our plants and the careful handling they receive assure you of healthy, viable roses for your garden. Even so, plants sometimes fall without apparent cause. That’s why we guarantee every plant to grow and to establish itself in your garden. Along with this letter is a copy of our current catalogue for you to select six new roses or reorder the favourites you chose last year. Two of your previous selections – Red Velvet and Rose Princess – were last season’s best-selling roses. For fragrance and old-rose charm, you might like to try new David Austin English Roses. These enormously popular hybrids resulted from crossing full-petalled old garden roses with modern repeat-flowering shrub roses. Since we want you to enjoy your roses to the fullest, Mr. Bronski, we’re also sending a copy of our authoritative Home Gardener’s Guide to Roses. This comprehensive booklet provides easy-to-follow planting tips as well as sound advice about sun, soil, and drainage requirements for roses. To receive your free replacement, just fill out the order form inside the catalogue and attach the enclosed certificate. Or return the certificate, and we’ll refund your full purchase price. We’re proud of our roses. The quality of these plants reflects the expertise we’ve gained in over a century of hybridizing, growing, harvesting, and shipping top-quality garden stock. Through the years we’ve also learned something about service. We know that if you’re not happy, we’re not happy. To ensure your satisfaction and your respect, we maintain our 100 percent guarantee policy. Sincerely, MVanderer Michael Vanderer General Manager Enclosures

2. Dear Sirs Thank you for your letter of 17 September. We are pleased to hear that the goods ordered under no. VF449766 arrived in good condition, but must apologise for their delayed arrival. We have looked into the matter, and have found out that the delay is due to a minor fault in one of our routines, which has now been rectified. We can assure you that future orders from you will be dealt with promptly, and that consignments will reach you by the dates stipulated. Once again, please accept our apologies for this delay. Yours faithfully

3. Gentlemen: Your order no.J733. Your letter OG/MR of October 11, 2007 Thank you for your letter. We are pleased to hear that the consignment was delivered promptly, but are very sorry to learn that case no.14 did not contain the goods you ordered. On going into the matter we find that a mistake was made in the packing, through a confusion of numbers, and we have arranged for the right goods to be dispatched to you at once. The documents will be mailed to you within the next forty-eight hours. We have already cabled you in this connection, and enclose a copy of the telegram. We would be grateful if you would kindly keep case no. 14 and its contents until they are called for by the local representatives of World Transport Ltd., our forwarding agents, who we have already instructed. Please accept our many apologies for the trouble caused to you by the error. Yours truly, Enclosure: a copy of the telegram

4. Gentlemen: We are sorry to see from your letter of January 23 that one case arrived in a badly damaged condition. The matter has been reported to our insurance company. We have shipped 95 “Wall Street” watches to replace the damaged ones and we hope this will meet your wishes. Please hold the damaged watches at our disposal. We shall inform you again as soon as we have heard from our insurance company. Sincerely

Задание 19. Прочтите письма и укажите на ошибки, допущенные их авторами. Отредактируйте одно из писем. В ходе работы вы можете пользоваться Приложением 1 и фразами из писем-примеров.

А) We’re sorry that parts are missing from the amplifier kit we sent you. It’s getting harder and harder for us to find reliable help. And it’s even harder now that we’ve installed a computerized inventory. That’s why parts are missing from your kit. The personnel in shipping should be back on track soon, though. We have managed to find the parts you need. We mailed them out yesterday, and so you should receive them this week. If you have any further problems, please let me know. Thank you for being so patient. I guarantee you this won’t happen the next time you order from us.

Б) Although you obviously failed to follow the washing instructions enclosed with the pants, we will send you another pair because you’ve ordered from us before. This time, read the instructions carefully because we won’t allow you to return them again. Thank you for bringing this matter to our attention. Should you have any further problems, please let us know since our aim is satisfied customers.

В) We’ve decided to let you have a refund of $73 on your telephone bill even though you failed to follow the correct procedures for notifying us of incorrect billings. If you had taken the time to read page 3 of your telephone book, you would have seen that you must make two copies of the bill, then list on a separate sheet all the calls you claim you didn’t make. Unless you follow this procedure next time, we will be unable to grant you refunds on calls of suspicious origin.

Г) Evidently, you didn’t fill out the order form correctly when you ordered your Heavenly Glow cosmetics. But we are surprised that you’re unhappy with the trend-setting selections we did send. Our Blooming Orange lip moistener accents beautifully our Chartreuse eye liner and Peachglow blush-on. These Heavenly Glows are in such demand among bright, sophisticated, fashionable women that we’ve had to limit supplies. Only our mail-order customers and a few select salons are able to receive them. But because these delightful selections are not suitable for you, we will replace them as soon as you fill out the enclosed order form. This time, be sure to circle all colour choices and fill in the selection code numbers. Before reordering, why not look over the enclosed specials? You can stock up on some of last season’s most popular colours and blends at excellent prices.

Задание 20. Прочтите письма – отказы в удовлетворении жалобы (претензии). Обратите внимание, с чего начинаются и чем иногда заканчиваются подобного рода письма. Выделите основные мысли каждого абзаца. Отметьте для себя, каким тоном написаны письма. Переведите текст писем на русский язык.

1. C • E • L • E • S • T • I • A • l 410 Lawrence Street Ann Arbor MI 48105 • phone (418) 648-9027• fax (418) 648-902 February 19, 2008 Mr. Matthew R. Tyson 5801 Holywood Boulevard Pambroke Pines, FL 33025 Dear Mr. Tyson: You’re right, Mr. Tyson. We do take pride in selling the finest products at rock-bottom prices. The Boze speakers you purchased last month are popular concert hall speakers. They’re the only ones we present in our catalog because they’re the best. We have such confidence in our products and prices that we offer the price-matching policy you mention in your letter of February 15.That policy guarantees a refund of the price difference if you see one of your purchases offered at a lower price for 30 days after your purchase. To qualify for that refund, customers are asked to send us an advertisement or verifiable proof of the product price and model. As our catalogue states this price-matching policy applies only to exact models with USA warranties. Our Boze AM-8 II speakers sell for $749. You sent us a local advertisement showing a price of $598 for Boze speakers. This advertisement, however, describes an earlier version, the Boze AM-4 model. The AM-8 speakers you received have a wider dynamic range and smoother frequency response than the AM-4 model. Naturally, the improved model you purchased costs a little more than the older AM-4 model that the local advertisement describes. Your speakers have a new three-chamber bass module that virtually eliminates harmonic distortion. Finally, your speakers are 20 percent more compact than the AM-4 model. You bought the finest compact speakers on the market, Mr. Tyson. If you haven’t installed them yet, you may be interested in ceiling mounts, shown in the enclosed catalogue on page 48. We value your business and invite your continued comparison shopping. Yours sincerely Rick Thaiman Rick K. Thaiman Customer Service Enclosure: Catalogue

2. Dear Mr. Johnson, Your complaint of July 31, 2008 I was sorry, Mr.Johnson, to hear that you had problems with your jeans once again Nevertheless, I am surprised to learn that you have had cause to complain about the quality of designer denim jeans which we delivered. Due to your earlier complaints I have made it my business to inspect each item personally before it is packed and shipped. The items matched your samples exactly, both in size, colour and craftsmanship. After having compared your sample pieces with the reference samples I find the quality absolutely identical. I must state, however, that there have been quite a few complaints on your part recently, and I cannot help feeling that your sole aim is to obtain an allowance. Please note that from now on we are not willing to accept any deductions from the price invoiced to you. As to your latest complain I have to inform you that we are not willing to accept it. I very much regret being compelled to write to you in this way. Yours sincerely, Mary Hartwood Mary.A.Hartwood Manager, Sales Department

3. Dear Mr. Scott You’re right. It’s annoying when no one answers your calls. You couldn’t reach us on May 25 because the phone company was installing a new phone system so that our customers will get immediate service. But even if you had reached us, your claim would not be covered because your policy expired 50 days before the accident. The grace period extends only 30 days. If you want to renew your policy, just give us a call (all the phones are working!), and your policy will take effect on the same day. Yours truly...

4. Dear Sirs We have received your letter of 5 August for the wrong packing and breakage. We are sorry to disagree with you on this matter. We must point out that the Bill of Lading (=коносамент) for the goods does not contain any qualifications for the packing and marking. So we regret that we cannot comply with your request and pay you for the breakage. We packed the goods in strong cases and our experts say that the damage is due to careless storage and handling. Sincerely...

Задание 21. Определите ошибки, допущенные авторами писем-отказов, и исправьте их, отредактировав одно из писем. В ходе работы вы можете пользоваться Приложением 1 и фразами из писем-примеров.

А) How can we be sure your earrings were stolen while you stayed at our hotel? Although you claim you didn’t notice that they were missing until you got home, our company’s policy is to deny such claims unless they are made while the person is still checked in. Otherwise, we would be paying outrageous insurance premiums because everyone would claim they had had something stolen.

Б) We must refuse your request for a new waterproof watch because the scratches on the back prove that you tampered with it. Don’t you realize that by opening the watch, you broke the waterproof seal? Nobody in his right mind would honour such a suspicious claim.

В) I regret to inform you that your request for promotion has been denied because both executive vice presidents who interviewed you are appalled by the way you speak and write. In fact, they want to know why we hired you in the first place. And they’re amazed that somebody with such an obvious lack skills graduated from college. As plant manager, you would have to write daily and weekly reports and give monthly oral reports to the executive board. You can’t do either. I’d suggest you either take night courses in business communication or start looking for another job.

Задание 22. Составьте письма – ответы на жалобы по следующим ситуациям.

Письма должны быть написаны с соблюдением структуры делового письма.

а) As Rod Furtado, Manager, Consumer Affairs, Grant Laboratories, respond to the letter you received from Tina Gambrell, 4981 Fitzgerald Road, June Valley, CA 93067. Ms. Gambrell says that she has used Opti-Tears before without incident. A recent purchase, however, hurt her eyes and caused painful tears when she used it to lubricate her contact lenses. She returned her bottle of Opti-Tears and wants you to test it. Because Grant Laboratories welcomes consumer letters, you appreciate Ms. Gambrell’s inquiry. You are, naturally, very much concerned when your customers experience eye discomfort in using your product. Let her know that Opti-Tears particularly appreciate her efforts in returning the bottle so that its laboratories can analyse the product for conformance to specifications. Opti-Tears continually evaluate its products and results of this analysis provide useful information. Promise her that you’ll send her results of the analysis when they become available. Send her several complementary bottles of Adapters Especially for Sensitive Eyes. This product contains a special ophthalmic lubricating solution that is formulated without preservatives. Individuals who have reacted to other products had no problems with Adapters.

Sender’s address: 25 Bedford Avenue, Howard, CA 82716.

б) As Jeffrey Shannon, manager of Stereophonic World, Inc. you received a claim letter from Ms. Krammer who demands you should repair her sound system within twenty-four hours. She insists on all your customers having been guaranteed this. But your company stocks parts only for the equipment it sells, and you can offer one-day service on that equipment. Your advertisement stressed this. Ms. Krammer purchased her system somewhere else, and you would need at least three weeks to repair her cassette deck because you don’t carry TRW tape decks and, therefore, don’t stock parts for them. Write a response to Ms. Krammer refusing her claim. Enclose your advertisement (a copy). Suggest her to come and look at your selection to upgrade her stereo system. You are selling the finest products at the lowest prices. And once she buys from Stereophonic World, she will be guaranteed one-day service on that equipment.

Ms. Krammer lives at 113 Parklane Drive, Williston, FL 63288.

Stereophonic World. Inc. is based at 900 Carlton Road, Knoxville, FL 63716.