商务英语之如何用英语回复投诉 非常实用的干货

我们说了如何用英语投诉，这一节课要说的是“如何用英语回复投诉”。对方投诉的时候，肯定是带着抱怨和不满的情绪，如果回复不当，容易让对方酝酿着的怒火爆发，引起更大的误解。所以，要懂得用英语进行礼貌得体的回复，安抚对方情绪，需求解决问题的办法。

回复投诉常用的英语表达

回复投诉，不管自己有理没理，首先要做的事情就是道歉，对方激动的情绪才会逐渐平静下来，然后说出解决方法，观察对方有没有新的要求，如果有，要不断沟通，直到达成一致。

We are very sorry that this issue upset you so much. 我们很抱歉，这个事情让你那么难受。

We regret the difficulties you have had. 对于您所遇到的困难，我们深表遗憾。

We are so sorry to hear of the problems you have had with our products. 很抱歉我们的产品出了问题。

I'm sorry this has inconvenience you. 这个问题给你带来了不便，我深表歉意。

Please accept my apologize for this. 请接收我对此事的道歉。

Thanks a lot for your email reporting the problems you have had with your shipment.

感谢您在信中描述货运方面的问题。

We would like to give you a full refund. 我们将会给您

全额退款。

Would would likt to offer you a big discount to apologize for your inconvenience。

对您造成的不便，我们愿意提供优惠折扣表达歉意。

有用表达学习：

upset 打扰，困扰，类似的有bother，annoy regret + that 后面引出具体遗憾的事情

regret to do 表示“遗憾去做某事”，而regret doing sth 表示遗憾做过某事，例如：

I regret to say that I cannot come. 很抱歉，我不能来了。

I regret saying that I cannot come. 我后悔说过我不能来。

apologize for sth 为某事道歉 inconvenience sb 给某人带来不便

give sb a full refund 给某人全额退款 offer sb a discount 给某人折扣

回复投诉常用的邮件模板

回复投诉就要提出解决方法，投诉什么，就要顺着对方的意思，比如漏发货，就给他补发，收到产品烂了也是补发，如果抱怨服务不好，就可以说我们会教育相关人员。

邮件模板一

Dear Mr Paul

Thanks a lot for your email. We fully understand the situation, and we admit it's our mistake, please accept our sincere apology to you. Here is the solution........, if you disagree it， please do let us know and we will do our best to find the best solution to deal with this issue.Could you

please tell us your feedback about our solution？thanks in advance. Look forward to your reply.

Best Regards，

Andy

有用表达学习：

admit that+承认的具体事情，也可以admit sth accept one's apology 接受某人的道歉 deal with 处理 feedback 反馈 in advance 提前

邮件模板二

Dear Mr Paul，

Your order No.20150526 We are sorry to learn from your email of the 8th that some of the acrylic pen stands supplied to the above order were damaged when they reached your side.We would like to replace these 10 units for you. Please tell us if the receiver's information keeps the same as before,so that we can arrange them and deliver to you as soon as possible. We thank you for your suggestion about handling and will do our best to improve the methods of handling so as to avoid further inconvenience to any customer. It will not be necessary for you to keep damaged pen stands and they can

be destroyed.

Best Regards，

Andy

有用表达学习：

be sorry to do sth对某事抱歉 learn from 了解到 replace 替换 receiver's information 收件人信息 keep the same as before 和先前保持 一直 so as to 为了，意思和in order to 一样，但是用法稍微不同，so as to 不能放在句首，而in orderto 可以。 avoid further inconvenience 避免进一步的误解 can be destroyed 可以销毁

本节课分享了如何用英语回复投诉。最主要的就是要做到真诚，先是承认问题，然后提出解决方法，倘若对方不满意，就再度沟通。只要你态度好，客户刚开始的那股怒火劲肯定会消失，用上本文的表达，客户一般都会笑逐颜开，珍惜你这样的合作伙伴。正所谓举手不打笑脸人，能够直面问题，对方不会揪着不放。

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