The structure of an Apology Letter

Пример письма-жалобы

MATTHEWS & WILSON Ladies' Clothing 421 Michigan Avenue Chicago, III.60602 November 22, 1996 GRANT &CLARKSON 148 Mortimer Street London W1C 37D   Gentlemen:   Thank you for your delivery of ‘Swinger’ dresses which were ordered on November 4. However we wish to draw your attention to two matters.   Of the red dresses supplied one lot of 100(size 12) included clothes of a lighter red than the other sizes. Since we deliver a collection of various sizes to each store, it would be obvious to customers that the clothes are dissimilar. In addition the red belt supplied does not match these dresses. We are returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour.   As far as your charges for air freight are concerned, we agree to pay the extra costs which you invoiced. However your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to make an adjustment to the invoice amount. Would you please send us a rectified invoice, reduced accordingly.   We look forward to your dealing with these questions without delay. Very truly yours Wilson

+Письмо-принесение извинений ch("page_title") (Apology Letter)

It is particularly necessary to exercise tact in handling complaints. A disappointed customer cannot be put off with mere apologies – he is entitled to know how the mistakes will be remedied: when he will receive the goods ordered; what he is to do with the wrong consignment or the damaged goods he received; when he will receive a replacement for his defective machine, or if it can be repaired quickly.

Выражение признательности за сообщение о сложившейся ситуации
Thank you for bringing the matter/issue/problem to our attention	Спасибо, что сообщили нам об этом деле/проблеме
I appreciated your advising me of this incident…	Для меня очень важно ваше сообщение
Выражение сожаления
We are very sorry to hear that…	Нам тяжело слышать об этом..
I am very sorry for this situation…	Я очень сожалею о сложившейся ситуации
Извинение
We apologize for…	Мы просим прощения за…
Please accept our apologizes for…	Примите наши извинения…
Объяснение действий компании
Please be assured that we will…	Будьте уверены, что мы…
You have my assurance that …	Я гарантирую вам…
To compensate for the inconvenience caused…	Для возмещения причиненных неудобств…
We are doing everything we can do to resolve the issue	Мы делаем все возможное для решения проблем
I can assure you that this will not happen again	Обещаю, что это впредь это не повториться
I am trying to sort it out/sort the problem out as a matter of urgency.	Я пытаюсь разобраться с этим/ решить эту проблему немедленно
Please return the faulty goods, and we will refund you/repair them/replace them	Пожалуйста, верните некачественный товар и мы возместим ваши затраты/произведем ремонт/обменяем его
Напоминание о большой важности для совместного сотрудничества
We value your custom highly	Для нас очень важно сотрудничество с вами
Your satisfaction is our priority	Мы ценим наше сотрудничество

Пример письма-извинения

GRANT &CLARKSON 148 Mortimer Street London W1C 37D   2^nd December, 1996   MATTHEWS & WILSON Ladies' Clothing 421 Michigan Avenue Chicago, III.60602   Dear Sirs: The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible. Please accept our apologies for the oversight. We are sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of &1,120. You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice. It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight (please see our letter of 9^th November). Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596 dated 15^th November 1996 is still valid, and we look forward to receiving your remittance when due. Yours faithfully, P. Burke

+Письмо-заказ (Order)

In comparison to the correspondence so far, placing an order is simple from the point of view of letter-writing. Very often the purchasing department or the buyer fills in an order form, although he may prefer to write a letter to make certain points quite clear. There could be special import regulations, which make it necessary to complete formalities, or he may want to stress delivery instructions or other matters.

The supplier sends an order acknowledgement promptly, to thank his customer for the order. If prices or delivery times have changed, the customer must be notified. If the goods ordered are no longer available, a substitute may be offered.

Дата добавления: 2014-12-27