E.
Dear Mr. Osler,
I was distressed to receive your March 10 letter about the curtness of our sales representative .
I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day . I can only immagine he felt little sense of responsibility and allowed himself to argue with you .
I apologize for his behavior .There is no corrective action I take , since he no longer works here . However ,we have intensified the training and supervision of our sales staff. Im sure you will find them courteous ,knowledgeable , and helpful in future .
I hope this matter will not affect your good opinion about us .
Yours faithfully ,
亲爱的奥勒先生：
从您三月十日来函获知我公司销售代表敷衍草率，我深感苦恼。本公司到新行业工作。碰巧您打电话是他最后天上班。我只能想象，他当时任责心不强，竟然同您发生争吵。
对他的行为我深表抱歉。我无法采取行动加以纠正，因为他已不再这里任职。
然而，我们已加强对销售人员的教育和监督。我相信今后您会发现他们都是有礼貌、精明和有助的。
我希望此事会影响您对本公司的良好印象。
2) Make Adjustments or Reject the Customers Request (调整或拒绝客户的要求)
顾客并非总是正确的。有时，他们会发出含糊的订单，要求获得不应得的折扣，或退回无法再行出售的订货等。解决此类抱怨或索赔，应注意以下几点：
* 信中应强调造成误解的原因。
* 巧妙地表达你可接受和不可接受的要求，应委婉、非常强硬地拒绝对主就合理的要求;
* 劝说客户接受你的建议或折衷方案，努力保持彼此间的合作和支谊。
A.Make Adjustments (提出折衷方法)
a.
Dear Mr. Kennan,
We very much regret to leam from your letter of 2nd May that you are not satisfied with the quality of rice delivered .
We are arranging for our Mr .Wang to call on you next week to compare the rice delivered with the samples we sent you previously .If it is found that the quality of our shipment is inferior to the samples , we are willing to take all responsibility .
Sincerely yours ,
亲爱的凯南先生：
从贵方五月二日来函得知，贵方对收到的大米质量不满意，我方深感遗憾。
我方正安排王先生下周拜访贵方，对原先样品和所运大米进行质量比较。如发现确是我方所发的大米质量低劣，我们愿承担一切。
b.
Dear Miss Stanley ,
I am very sorry you did not receive the eight 6-hp motors you wanted , and I guess both of us share the mistake .
Your order (photocopy enclosed )lists the 7.5-hp motor along with its stock number ,yet the price indicated is for 6-hp motor .Since youve regularly ordered the 7.5, we assumed that this one was what you really wanted ,and we went ahead and shipped it .We should have checked with you ,and Im sorry we didnt .
We will ,of course , ship the eight 6-hp motors immediately .Do you think you might sell the 7.5s? If so , you may wish to keep them a while , and if they dont move , you can return to us .In any event , well pay all shipping charges .
Im delighted youre having such a good season with Seal line . Well be ready for your next orders . I promise no mixups.
Sincerely yours,
亲爱的斯坦利小姐：
很抱歉您未收到的8台海豹牌6马力发动机，我想你我双方都应承担部分任责。
随函附上订单的复印件，计单上所列的是7.5马力发动机和它的订购数量，然而注明的价格却是6马力发动机的价格。由于您一直定期订购7.5马力，故我们认为这次您同样需要7.5马力发动机。
我们在发货前应与您核实订单，很抱歉我们未这样做。
当然，我们将立即发运8台6马力发动给您。您可否将7.5马力发动机售出?如可以，您可将上次订货保留一段时间，如无法出售，您可退货。无论如何，我们将承担运输费用。
我很高兴，在贵地海豹产品销售很好。我们期望您的下次订单。我保证不会再混淆了。
