回复投诉信

Ⅰ 投诉信回复范文

投诉信回复范文如下：

尊敬的客人：

您好！很感谢您对我们酒店的服务提出意见，我代表我们酒店向您道歉。对于我们员工的失误，我们感到很抱歉，我们一定会加强对员工的管理。

我们企业坚信一个道理就是“100-1=0”。她有两个含义：一是酒店出售的产品由多种服务项目购成，每项服务产品如客房、餐饮、娱乐等都代表着一个整体的酒店形象，如果其中任何一项产品出了质量问题，损害的不仅是这项产品的声誉，而是整个酒店的名声，故100-1=0。

二是客人入住酒店消费，其消费项目由多种服务项目购成，顾客对服务项目的任何一项不满意，他们的满意度不会因此按减法递减，而是全面否定，因为他不可能体验所有的服务项目。

在他看来，他体验的那个项目就代表了所有项目的服务质量。在市场竞争日趋激烈的条件下，他不会当“回头客”，再消费这家酒店提供的服务，对这家酒店来说，它的服务收益便等于零。所以从根本上说，服务质量是酒店的生命。

它告诉我们，对顾客而言，服务质量只有好坏之分，不存在较好较差的比较等级。好就是全部，不好就是零。服务不是零零散散的行动，而是一个系统的工程。挑剔的顾客，会因为系统中一个“点”的问题，而对整个系统的其他部分予以否定。

这其实不是顾客的非理性，而恰恰就是“顾客理性”。在顾客理性面前，任何抱怨都是无用的。服务，就必须要追求顾客满意。

对此，我们酒店对 “满意”的诠释是：没有投诉，并不等于满意；没有不满意，也不等于满意；真正的满意是让顾客感动，是让顾客的积极情感发酵、膨胀，不由自主地想对别人讲述自己的被感动状态。只有这样的“满意”，才是真正的“满意情感”。

我们会设立服务质量管理组织结构。作为服务质量体系的组织保证，建立内容全面、科学合理、控制严密的服务质量控制系统，通过一定的制度、规章、方法、程序等，使酒店质量管理活动系统化、标准化、制度化，把酒店各质量活动纳入统一的质量管理系统中。

我们将对各服务项目的日常管理和服务环节明确质量标准，制定工作规范和工作程序，使员工服务行为有章可循。对酒店各岗位、各环节的服务过程进行如实记录，仔细分析研究，按照质量管理要求进行改进，使之合理化，并以文字和图表的形式确定下来，形成服务程序。

同时，我们还将制订服务质量检查程序和控制标准，建立质量信息反馈系统，收集分析服务不符合标准的原因，提出和实施改进措施。

感谢您对我们酒点的服务提出的意见，我们以后决不会出这类的问题了，我们会以最优质的服务来回抱给顾客。

我们翘首以待，期待着您对我酒店的宝贵意见，希望在新的一年里我们能够“不断地创造新服务，围绕宾客创造价值，与宾客一同成长发展！”

祝您们事事顺心！

xx酒店

20xx年xx月xx日

(1)回复投诉信扩展阅读

处理顾客的投诉原则

第一，不能与顾客争执。我们的目的是为了倾听事实，进而寻求解决之道。争论只会妨碍我们聆听顾客的观点，不利于缓和顾客的不良情绪。

第二，尊重顾客的感觉。顾客进行了投诉，说明我们有什么地方肯定做的不对或者不好。我们尽量认同顾客的感觉，这种默许的方式有助于缓和顾客的烦躁和不满。为我们下一步圆满的处理好问题打下良好的感情基础。

第三，处理的时间越早，效果越好。服务失误发生后，应该在第一时间处理，时间越长，顾客的伤害就越大，顾客的忠诚度就会受到严重的考验。

Ⅱ 投诉信回复的主题怎么写

关于某某投诉回复

Ⅲ 怎样回复顾客对服务态度的投诉信

尊敬的某复某先生/女士/用户，针对您向我制们提出的问题，先对您表示深深歉意，也要谢谢您的信件指出我们工作的失误，希望您别生气，是我们做的不好，我们没想得到您的原谅，只希望您不要放弃您对我们一日既往的支持，我们会吸取这次教训，也会做的更加完善，您不仅是我们的上帝，也是我们工作中的良师，我们会处理好此事，希望您下次会看到我们的改进，再次和您说声对不起。

Ⅳ 怎样肯定答复索赔和投诉信（二）

下面是答复这类索赔和投诉信应遵循的原则：

Ⅳ 怎么用英文回复客户的投诉信和写谢绝信

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,
......

下面的是谢绝信
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 (具体的事).
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 怎样肯定答复索赔和投诉信

granting your request but we want you to know we don't have to. 这比拒绝要求更糟糕。
下面是答复这类索赔和投诉信应遵循的原则：
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《国际商务写作教程》，对外经济贸易大学出版社 英语点津 Annabel 编辑）

Ⅶ 业活动2020-6383965 阅读投诉信,如果你是旅行社的经理,如何写一封投诉回复信

一封投诉回复信。 尊敬的先生或女士： 我写信来投诉我最近去汉南度假的事，是由你们公司组织

Ⅷ 投诉信的英文回复信 大堂经理

投诉信
&
回复信

投诉信写作基本套路：

Dear

首段：表明写作意图以及与收信人的相关性；

中间段：写明原因，提出具体方案，并且希望得到解决；

结尾段：希望得到回复，并且表示感谢

投诉信写作模板：

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
投诉信写作可用句型：

※

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.

模拟题
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 反映信或者投诉信的行政机关的回复 需要赋予反映人哪些权利

尊敬的XXX（投诉对象的上级主管部门）：
本人XXX，系公司XXX岗位的一员操作工。现内实在忍无可忍，甘容冒大不韪就XXXX违反公司规定，妨碍公司正常经营一事向管理层反映情况。
投诉对象：AAA、BBB
投诉事项：XXX（发生事实的经过）
投诉依据：（公司相关管理规定）
我承诺所反映的情况均属实，望管理层明察。

投诉人：XXX

Ⅹ 回复一封饭店顾客的投诉信(英文回复)

到底投诉的是什么事情啊？
无论什么原因都要首先道歉：apologize
I am awfully sorry for……
I apologize for the problem you mentioned.
接下来要针对具体事情答专复的
……
最后属表示感谢
thank you for reading!
sincerely yours XXX