回復投訴信

Ⅰ 投訴信回復範文

投訴信回復範文如下：

尊敬的客人：

您好！很感謝您對我們酒店的服務提出意見，我代表我們酒店向您道歉。對於我們員工的失誤，我們感到很抱歉，我們一定會加強對員工的管理。

我們企業堅信一個道理就是「100-1=0」。她有兩個含義：一是酒店出售的產品由多種服務項目購成，每項服務產品如客房、餐飲、娛樂等都代表著一個整體的酒店形象，如果其中任何一項產品出了質量問題，損害的不僅是這項產品的聲譽，而是整個酒店的名聲，故100-1=0。

二是客人入住酒店消費，其消費項目由多種服務項目購成，顧客對服務項目的任何一項不滿意，他們的滿意度不會因此按減法遞減，而是全面否定，因為他不可能體驗所有的服務項目。

在他看來，他體驗的那個項目就代表了所有項目的服務質量。在市場競爭日趨激烈的條件下，他不會當「回頭客」，再消費這家酒店提供的服務，對這家酒店來說，它的服務收益便等於零。所以從根本上說，服務質量是酒店的生命。

它告訴我們，對顧客而言，服務質量只有好壞之分，不存在較好較差的比較等級。好就是全部，不好就是零。服務不是零零散散的行動，而是一個系統的工程。挑剔的顧客，會因為系統中一個「點」的問題，而對整個系統的其他部分予以否定。

這其實不是顧客的非理性，而恰恰就是「顧客理性」。在顧客理性面前，任何抱怨都是無用的。服務，就必須要追求顧客滿意。

對此，我們酒店對 「滿意」的詮釋是：沒有投訴，並不等於滿意；沒有不滿意，也不等於滿意；真正的滿意是讓顧客感動，是讓顧客的積極情感發酵、膨脹，不由自主地想對別人講述自己的被感動狀態。只有這樣的「滿意」，才是真正的「滿意情感」。

我們會設立服務質量管理組織結構。作為服務質量體系的組織保證，建立內容全面、科學合理、控制嚴密的服務質量控制系統，通過一定的制度、規章、方法、程序等，使酒店質量管理活動系統化、標准化、制度化，把酒店各質量活動納入統一的質量管理系統中。

我們將對各服務項目的日常管理和服務環節明確質量標准，制定工作規范和工作程序，使員工服務行為有章可循。對酒店各崗位、各環節的服務過程進行如實記錄，仔細分析研究，按照質量管理要求進行改進，使之合理化，並以文字和圖表的形式確定下來，形成服務程序。

同時，我們還將制訂服務質量檢查程序和控制標准，建立質量信息反饋系統，收集分析服務不符合標準的原因，提出和實施改進措施。

感謝您對我們酒點的服務提出的意見，我們以後決不會出這類的問題了，我們會以最優質的服務來回抱給顧客。

我們翹首以待，期待著您對我酒店的寶貴意見，希望在新的一年裡我們能夠「不斷地創造新服務，圍繞賓客創造價值，與賓客一同成長發展！」

祝您們事事順心！

xx酒店

20xx年xx月xx日

(1)回復投訴信擴展閱讀

處理顧客的投訴原則

第一，不能與顧客爭執。我們的目的是為了傾聽事實，進而尋求解決之道。爭論只會妨礙我們聆聽顧客的觀點，不利於緩和顧客的不良情緒。

第二，尊重顧客的感覺。顧客進行了投訴，說明我們有什麼地方肯定做的不對或者不好。我們盡量認同顧客的感覺，這種默許的方式有助於緩和顧客的煩躁和不滿。為我們下一步圓滿的處理好問題打下良好的感情基礎。

第三，處理的時間越早，效果越好。服務失誤發生後，應該在第一時間處理，時間越長，顧客的傷害就越大，顧客的忠誠度就會受到嚴重的考驗。

Ⅱ 投訴信回復的主題怎麼寫

關於某某投訴回復

Ⅲ 怎樣回復顧客對服務態度的投訴信

尊敬的某復某先生/女士/用戶，針對您向我制們提出的問題，先對您表示深深歉意，也要謝謝您的信件指出我們工作的失誤，希望您別生氣，是我們做的不好，我們沒想得到您的原諒，只希望您不要放棄您對我們一日既往的支持，我們會吸取這次教訓，也會做的更加完善，您不僅是我們的上帝，也是我們工作中的良師，我們會處理好此事，希望您下次會看到我們的改進，再次和您說聲對不起。

Ⅳ 怎樣肯定答復索賠和投訴信（二）

下面是答復這類索賠和投訴信應遵循的原則：

Ⅳ 怎麼用英文回復客戶的投訴信和寫謝絕信

Dear Sir/ Madam:

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 please do let us know and we will do our best to find the best solution for you. We thank you for your kind concern and letter with which we can promote ourselves,with which we can approach to the perfect.

Wish you all the best
yours,
......

下面的是謝絕信
dear whoever,
thank you so much for inviting me to your dancing party, i would love to join you but i don't think I can. I was just informed that i have some other (具體的事).
i'm terribly sorry, and i hope you can forgive my absence.
and I hope you will truly enjoy the party.
with love/regards

XXX

Ⅵ 怎樣肯定答復索賠和投訴信

granting your request but we want you to know we don't have to. 這比拒絕要求更糟糕。
下面是答復這類索賠和投訴信應遵循的原則：
1. A statement granting the claim graciously.
2. A statement referring to
the specific transaction.
3. A statement explaining tactfully and discreetly
how the buyer is at fault. Take care to avoid causing him or her "losingface".
4. A sales appeal, if appropriate.
5. A friendly close.
Dear Mr. Cooper
You will be enjoying new engines which we delivered to you yesterday. They
will reach you no later than August 10.
We received your letter of July 30 in which you requested that we replace two
MG - 02A diesel engines with two MG - 02B units. We are sorry to learn that the
MG - 02A engines which we shipped to you on June 6 did not prove satisfactory.
Our representative looked into the matter immediately with our chief engineer
in your city because we are always desirous of furnishing our customers with the
best and most efficient machines. They found that a MG - 02B engine is
recommended to be used for your particular diesel generating set. Apparently
this must have been overlooked by some people in your firm when MG - 02A units
were ordered.
Of course, we realize that sometimes an incident such as this occurs and we
are sending the engines you requested. We are sure that the newly delivered
models will meet your satisfaction and offer you the most efficient performance
of your diesel generating sets.
Please send back the original units by the first available vessel. If we can
assist you in any way in future, please let us know.
（例文《國際商務寫作教程》，對外經濟貿易大學出版社 英語點津 Annabel 編輯）

Ⅶ 業活動2020-6383965 閱讀投訴信,如果你是旅行社的經理,如何寫一封投訴回復信

一封投訴回復信。 尊敬的先生或女士： 我寫信來投訴我最近去漢南度假的事，是由你們公司組織

Ⅷ 投訴信的英文回復信 大堂經理

投訴信
&
回復信

投訴信寫作基本套路：

Dear

首段：表明寫作意圖以及與收信人的相關性；

中間段：寫明原因，提出具體方案，並且希望得到解決；

結尾段：希望得到回復，並且表示感謝

投訴信寫作模板：

Dear Sir or Madam:
I am very happy that
„„
, but it is a pity to inform you that
„„

Generally
speaking/I
must
explain
the
main
reason
for
my
disappointment.
Firstly
„„
.

Secondly,
„„
.

Last but not least,
„„

These problems have affected my normal life, to remedy this situation/address these
problems, I suggest making the following changes. Before I take any further actions, I
do hope you will take this matter into consideration seriously.

I am looking forward to hearing from you soon.
Yours sincerely,
Li Ming
投訴信寫作可用句型：

※

We would like to draw your attention to something you have obviously
failed to
notice.

※

There are some problems with

„
that I wish to bring to attention.

※

I am writing to express my concern/dissatisfaction/disappointment about

※

To remedy/rectify the matter/situation, I suggest making the following changes.

※

To
improve
the
situation/solve
the
problem,
it
is
advisable
for
you
to
take
the
following measures.

※

I hope that it will review its management system, with the view to providing better
service to the public.

模擬題
1
：

Directions:
You
bought
a
digital
camera
in
a
store
last
week,
and
you
have
found
that
there
is
something wrong with it. Write a letter to the store manager to explain the problem,
express your complaints and suggest a solution.
You should write about 100 words on ANSWER SHEET 2.
Do not sign your own name at the end of the letter. Use
「
Li Ming
」

instead.
Do not write the address.
Sample
：

Dear Manager,
I am writing to express my disappointment about

the quality of the digital camera I
bought last Friday at your store.

During the five days the camera has been
in my possession
, problems have emerged
one after another.
For one thing,
the screen is always black,
making
the camera no
different from a traditional one.
For another,
the battery is distressing
as
it supports
the camera
』
s operation for only two hours.

These problems have affected my normal life. Therefore,
I wish to exchange it for
another
camera or declare
a
refund.
Before
I
take
any further
actions,
I
do hope
you will take this matter into consideration seriously.

I am looking forward to hearing from you soon.
Yours sincerely,
Li Ming

Ⅸ 反映信或者投訴信的行政機關的回復 需要賦予反映人哪些權利

尊敬的XXX（投訴對象的上級主管部門）：
本人XXX，系公司XXX崗位的一員操作工。現內實在忍無可忍，甘容冒大不韙就XXXX違反公司規定，妨礙公司正常經營一事向管理層反映情況。
投訴對象：AAA、BBB
投訴事項：XXX（發生事實的經過）
投訴依據：（公司相關管理規定）
我承諾所反映的情況均屬實，望管理層明察。

投訴人：XXX

Ⅹ 回復一封飯店顧客的投訴信(英文回復)

到底投訴的是什麼事情啊？
無論什麼原因都要首先道歉：apologize
I am awfully sorry for……
I apologize for the problem you mentioned.
接下來要針對具體事情答專復的
……
最後屬表示感謝
thank you for reading!
sincerely yours XXX