5. Сообщите, что предпринято, чтобы не повторить подобную ошибку в будущем.

We have reviewed our ….. and can assure you that similar mistakes will not happen again.

Мы проверили нашу (службу доставки, экспедицию и т.п.) ….. и можем заверить Вас, что подобные ошибки не повторятся в будущем.

You may be sure that such a mistake will not be made again.

Будьте уверены, что подобная ошибка не повторятся.

The new ……. procedures will ensure that this problem will not happen again.

Новый порядок (расчетов, доставки, контроля качества и пр.) гарантирует, что эта проблема не повторится.

We will pay our special attention to proper packing in accordance with your special requirements.

Мы будем обращать наше особое внимание на соответствующую упаковку товаров в полном соответствии с Вашими требованиями.

6. Принесите еще раз свои извинения за принесенные неудобства. Если это уместно, предложите компенсацию за причиненный моральный и материальный ущерб.

We apologize for any confusion caused by the curcumstances beyong our control.

Мы приносим свои извинения за путаницу, вызванную не зависящими от нас обстоятельствами.

Please accept our apologies for the inconvenience.

Пожалуйста, примите наши извинения за причиненные неудобства.

We were very sorry about the inconvenience you have experienced.

Мы очень сожалеем по поводу причиненных Вам неудобств.

I apologize for the errors which were due to a fault in our computer, which has now been fixed.

Я приношу свои извинения за ошибку, вызванную дефектом нашего компьютера, который мы уже отремонтировали.

However, we sympathize with the inconvenience you have been caused and would like to offer you some sort of compensation.

Однако мы с сочувствием относимся к причиненным Вам неудобствам и хотели бы предложить Вам некоторую компенсацию.

Finally, we would like to apologize for the inconvenience you were caused and to thank you for your patience in this matter.

Наконец, мы хотели бы извиниться за причиненные неудобства и поблагодарить Вас за Ваше терпение в этом случае.

We would, therefore, like to offer you a 5% discount on your next purchase.

Мы, таким образом, хотели бы предложить Вам 5% скидку при Вашем следующем заказе.

7. Закончите письмо в оптимистическом тоне.

We look forward to hearing of the safe arrival of the replacements and to doing further business with you.

Мы надеемся, товары взамен (дефектных, поврежденных, недопоставленных и пр.) прибудут благополучно, и мы будем работать с Вами в будущем.

Once again, I regret for any inconvenience you may have suffered and look forward to doing further business with you.

Еще раз я выражаю мое сожаление за причиненные неудобства и надеюсь на совместную работу в будущем.

8. Ваши имя, подпись, должность.

Пример 1. Ответ на жалобу по поводу неправильной доставки.

Dear Mr Corelli,

Your order No 123-ZXC

We thank you for your letter of May 20, 2004, in which you informed us that case number 5 of the above consignment contained the wrong goods.

We have looked into this matter and found some confusion in the numbering of two different orders which were collected by our forwarding agent for shipment to the USA.

We have reviewed our coding system and can assure you that similar mistakes will not happen again.

We have already shipped replacement for the contents of case number 5 and instructed our representative in the USA to collect the wrong-delivered goods as soon as possible.

Finally, we would like to apologize for the inconvenience you were caused and to thank you for your patience in this matter.

We look forward to hearing of the safe arrival of the replacement and to doing further business with you.

Sincerely yours,

Подпись

Vasilisa Premudraya

Sales Department

В ряде случаев не всякая жалоба может считаться обоснованной. Встречаются не только недобросовестные компании, не выполняющие свои договорные обязательства, но также и недобросовестные покупатели, потребители, заказчики. Ниже следует упражнение, в котором приведен ответ на необоснованную жалобу.

Упражнение

Текст письма разбит произвольным образом. Пользуясь приведенным выше планом составления таких писем, составьте буквенную формулу реального письма.

Ответ на необоснованную жалобу.

Dear Mr Klinton

a. After having compared your sample pieces with the reference samples I find the quality absolutely identical.

g. I am surprised to learn that you have had cause to complain about the quality of designer denim jeans which we delivered.

e. I very much regret being compelled to write to you in this way.

f. 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, color and craftsmanship.

h. Your complaint of July 31, 2000

b. 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.

d. As to your latest complain I have to inform you that we are not willing to accept it.

c. Please note that from now on we are not willing to accept any deductions from the price invoiced to you.

Sincerely yours,

Правильный ответ: h,g,f,a,b,d,c.

Ниже приведен восстановленный текст письма.

Пример 2. Ответ на необоснованную жалобу.

Dear Mr Klinton

Your complaint of July 31, 2004

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, color 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.

Sincerely yours,

Arina Rodionova

Manager

Sales Dep. Galuzzi Ltd.

Пример 3. Ответ на жалобу о задержке в доставке товаров.

Dear Mr. Smith

Your Order XXX from DDMMYY

We are very sorry that you complained of delay in delivery of the goods dispatched against the order mentioned above.

We received your order on May 22 and passed it immediately to our despatch department. Our stock record showed the quantity to be available.

Our despatch department confirmed that the goods were sent on May 25.

We have instructed our agent Mr. Petrov to investigate this matter and will write to you as soon as we receive his report.

We are very sorry for the delay and hope that you have not been caused any serious inconvenience.

Sincerely yours,

Подпись

Vasilisa Premudraya

Sales Department