我们已经讲过否定答复理赔要求所应遵循的原则，这次我们来比较一下合适的答复与不合适的答复，希望能给大家一些借鉴。
A poor example:
Dear Sirs
This will acknowledge your letter of June 20. Our company policy and the construction agreement do not allow us to accept the responsibility for the poor air conditioning resulting from the inadequate window frames applied.
Please check your original correspondence and your copy of the agreements, you may easily find that problems caused by inadequate materials used are entirely your own responsibility.
It there are any further questions, please don't hesitate to write us.
Yours faithfully
这封回复写得糟糕至极。信的开头只是简单的说根据公司政策不能赔付，却没有给出证据。在指出对方的错误时，语气和语言都非常offensive，让人不快。最后一句话则暗示这个事情还没有解决。
对于这样的回复，首先要给出充分的证据，说明责任不在己方；其次在指出对方错误的时候应该用第三人称、客观的语气和言辞；然后应该尽可能的提出解决方案。
Good example
Dear Sirs
You are right! Good accommodation is the most important thing for our hotel customers. We show much concern on what you described in your letter that the air conditioning of the newly built hotel does not hold up as well as expected.
After receiving your letter, we immediately sent our representative and technician in your city to look into the matter. They checked the material in the store from which you bought the frames. They found that the window frames you purchased are made from an alloy of aluminum and iron.
Although this kind of material was one of the most durable types available, the store owner followed the manufacture's recommendation and included an instruction on each pad of the frames - "Attention: Because of potential buckling of this material in extremes of hot or cold, we recommend applying these frames to inside-house windows." However, while fixing window frames, our workmen were told to use what you supplied for all windows including those facing outside. Obviously, the fact was ignored that the local outside temperature in summer is always up to 45 degrees centigrade. Meanwhile our technician also inspected the construction work of the frames. They indicated that what our workmen did exactly stuck to the procedures stated in the contract. For details, please refer to the Inspection Certificate issued by the construction supervisor appointed by our two firms. We, therefore, feel no difficulty in concluding that the poor air condition of the hotel traces to the inadequate window frames you supplied.
We have already asked the chief engineer from our representative office to examine the problem at no expense to you. We feel confident that he may be able to suggest something that will help.
Yours faithfully |
