BÀI 7
QUAN HỆ
KHÁCH HÀNG
ThS. Huỳnh Diệu Ngân - Đại học Công nghệ TPHCM - Hutech - Hd.ngan@hutech.edu.vn
BÀI 7:
QUAN HỆ KHÁCH HÀNG
Các loại thư về khiếu nại Lấy lại lòng tin khách Xin lỗi về hành động nv
7.1 7.2 7.3
ThS. Huỳnh Diệu Ngân - Đại học Công nghệ TPHCM - Hutech - Hd.ngan@hutech.edu.vn
Dear Sirs
Our order No. TL 2643
We acknowledge receipt of full documents and the consignment under the above-
mentioned order on arrival of SS. White Queen at Saigon port on 5th December 20—.
On first account everything appeared to be correct and in good condition except case No.
13. When we have this case opened, it has been found that it contained quite different
articles; and we can only presume that a mistake was made and the contents of this case
were for another order.
As we are in urgent need of the articles we ordered to complete our sales to our own
customers, we must ask you to arrange the dispatch of replacements as soon as possible.
We enclose the Survey Report issued by local Vinacontrol and the list of contents of case
No. 13, and shall be glad if you will check this with our order and your copy of the invoice.
In the mean time, we are holding the above-mentioned case at your disposal. Please let us
know what you wish us to do with it.
Yours faithfully
ThS. Huỳnh Diệu Ngân - Đại học Công nghệ TPHCM - Hutech - Hd.ngan@hutech.edu.vn
Thư khiếu nại số 1
7.1. CÁC LOẠI THƯ VỀ KHIẾU NẠI
Dear Mr.
Your order No. TL 2643
We thank you for your letter dated 6th August. We were glad to learn that the consignment
was delivered promptly, but it was to be regretted that case No. 13 did not contain the
goods you ordered.
On going into the matter, we find that a mistake was indeed made in packing through a
confusion of numbers, and we have arranged for the right goods to be dispatched to you
without delay.
We shall be much obliged if you will keep case No. 13 and its contents until called for by the
local agents of the World Transport Ltd., our forwarding agents, whom we have instructed
accordingly.
Please accept our many apologies for the trouble caused to you by the error.
Yours sincerely
ThS. Huỳnh Diệu Ngân - Đại học Công nghệ TPHCM - Hutech - Hd.ngan@hutech.edu.vn
Thư trả lời khiếu nại 1
7.1. CÁC LOẠI THƯ VỀ KHIẾU NẠI
Dear Sir/ Madam
We have recently received several complaints from customers about your fountain pens. The pens
are clearly not giving satisfaction, and in some cases we have had to refund the purchase price.
The pens complained about are part of the batch of 500 supplied against our order number 8562
dated 28 March. This order was placed on the basis of a sample pen left by your representative.
We have ourselves compared the performance of this sample with that of a number of the pens
from this batch, and there is little doubt that many of them are faulty - some of them leak and others
blot when writing.
The complaints we have received relate only to pens from the batch mentioned above. Pens
supplied before these have always been satisfactory.
We, therefore, wish you to accept return of the unsold balance, amounting to 377 pens, and replace
them with pens of the quality our earlier dealings with you have led us to expect. Please let us know
what arrangements you wish us to make for their return.
Yours faithfully
ThS. Huỳnh Diệu Ngân - Đại học Công nghệ TPHCM - Hutech - Hd.ngan@hutech.edu.vn
Thư khiếu nại số 2
7.1. CÁC LOẠI THƯ VỀ KHIẾU NẠI
