Odgovori na pritužbe
Dear ____ (name)
Thank you so much for your letter explaining the incident on ____ (what i.e. bus) _____ (time period). It is only when people take the time to let us know about occasional slip-ups that we can rectify problems and continue to serve the community with courtesy and reliability.
The information in your letter is now under investigation by our personnel office. Proper disciplinary steps will be taken to those persons involved. We will try very hard to make sure that there will be little chance of a similar circumstance occurring.
Cordially yours
(name)
(title)
_____________________________________________________________
Dear ____ (name)
We agree that the ____ (item) you returned shrunk in the washing machine. That ___ (item) was not washable although many ____ (item) today are. Our sales associate should have explained these instructions to you. Sometimes, however, a clerk may forget.
Whether this was the case of not, ____ (name), we are sorry for the inconvenience.
Please be assured that we will be very happy to replace the ____ (item) or credit your account.
Sincerely
(name)
(title)
_____________________________________________________________
Dear ____ (name):
We can definitely understand your annoyance in not receiving the _______ (number and item) that you ordered.
Orders requiring engraving need ____ (time span) for delivery. Our salesperson probably did not make that clear and we are sorry for that misunderstanding.
Your order will be shipped ____ (day and week it will be shipped) and will arrive within ____ (time period). Please forgive the delay. We know that you will be satisfied with the final product.
Sincerely
(Name)
(Title)
_____________________________________________________________
KORISNE FRAZE
Korisne fraze
Kako potvrđujemo prijem reklamacije:
- We have received your letter of … telling us that … = Primili smo vaše pismo / vaš dopis iz dana… u kojem nas obavještavate da…
- We were concerned to learn from your letter of … that … = Zabrinuli smo se kada smo iz vašeg pisma saznali da…
- Thank you for your letter of … informing us that … = Zahvaljujemo se na vašem pismu iz dana… u kojem nas obavještavate da…
- We were sorry to hear that … = Bilo nam je žao kada smo saznali da…
Kako objašnjavamo kašnjenje dostave:
- We are sorry we have not yet been able to deliver your order no. 543. This is due to industrial action at our factory in Wolverhampton. Delivery will take place as soon as the strike is over. = Žao nam je što vam zbog štrajka radnika u našoj tvornici u Wolverhamptonu još uvijek nismo mogli dostaviti naručenu robu (br. narudžbe 543). Dostaviti ćemo vam je čim štrajk završi.
- We apologize for the delay, but our warehouse was recently damaged by fire. We will be able to deliver in three weeks’ time. = Ispričavamo se zbog kašnjenja, no naše je skladište nedavno oštećeno u požaru. Robu ćemo vam moći dostaviti kroz tri tjedna.
- Please accept our sincere apologies for this delay and the trouble it has caused you. We have arranged for a replacement to be dispatched immediately. = Molimo, primite našu ispriku zbog kašnjenja i svih problema koji su iz njega proizašli. Pobrinut ćemo se za neposrednu alternativnu isporuku robe.
- The delay is due to customs complications which are holding up all shipments to the United States. We are doing everything in our power to make sure this consignment arrives as soon as possible. = Do kašnjenja je došlo zbog poteškoća na carini, zbog čega su zadržane sve pošiljke za Sjedinjene Američke Države. Napraviti ćemo sve što je u našoj moći kako bismo osigurali što prijašnju dostavu te pošiljke.
- Since this delay is beyond our control we cannot assume any liability, but your claim has been passed on to our insurance company, who will get in touch with you in due course. = Budući da do ovog kašnjenja nije došlo zbog naše krivnje, ne možemo preuzeti nikakvu odgovornost, već smo vaše zahtjeve predali našemu osiguravajućemu društvu koje će pravovremeno stupiti u kontakt s vama.
- We greatly regret having given you cause for complaint. The discrepancy in our invoice was due to a clerical error. It has now been rectified and we enclose our modified invoice/a credit note. = Vrlo nam je žao što smo vam dali razlog za pritužbu. Nedosljednosti na našemu računu su nastale zbog pogreške prilikom obrade. Ispravili smo ih te vam prilažemo promijenjeni račun / dobropis.
- We have investigated the cause of the problem and have found that a mistake was made because of an accounting error/a typing error. This has now been corrected. = Istražili smo uzrok pogreške i zaključili da je do zabune došlo zbog pogreške prilikom knjiženja / tiskarske greške. Pogrešku smo u međuvremenu već ispravili.
Kako najavljujemo određene mjere:
- We were sorry to learn of the unsatisfactory service you experienced from our maintenance engineer. Your annoyance is quite understandable.
- We have started enquiries to discover the cause of the problem. = Bilo nam je žao kada smo saznali da niste bili zadovoljni s uslugom našeg održavatelja. Vaša ljutnja je u potpunosti razumljiva. Stvar smo već počeli istraživati kako bismo otkrili uzrok tog problema.
- If you are prepared to keep the damaged goods, we will invoice them at a reduced rate/at 30 % of the list price. = Ukoliko ste spremni zadržati oštećenu robu, fakturirat ćemo vam ju po sniženoj cijeni / s 30-postotnim popustom cijene po cjeniku.
- We have taken the matter up with the forwarding agents and will inform you of the results. = O stvari smo već započeli razgovarati sa špediterom te ćemo vas obavijestiti o rezultatima.
- We have now taken steps to ensure that such a misunderstanding does not occur in future. = Za to vrijeme smo već napravili određene korake kako bismo osigurali da u budućnosti više ne bi došlo do takvog nesporazuma.
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