Obchodní akademie, Ostrava-Poruba, příspěvková organizace Vzdělávací materiál/DUM Business Communications/Complaints 06C16 AutorLadislava Pechová Období vytvořeníSrpen 2012 – červen 2013 Ročník/věková kategorie3.r., let Vyučovací předmět/klíčová slova Order, complaint, mistake, relate, statement, request, investigate, annoyed, troubles, delay, miss, consignment, blame, polite, rude. Anotace V kapitole „Complaints” řešíme problematiku reklamací. Definujeme, co by měl tento dokument obsahovat, čeho bychom se měli vyvarovat a uvádíme příklady vazeb, které v těchto dokumentech upřednostňujeme.
Complaints
A letter of complaint is written when you want to inform your partners about some mistake which has been made and which is related to your business.
The letter of complaint usually contains: the number of order the date of despatch a clear statement of what is wrong a request to the supplier to investigate the matter and settle the matter a request for positive results
Even in case you have been annoyed, as you have been put into serious troubles because of some delay, you missed a part of the consignment or the goods arrived badly damaged, DO NOT BE RUDE OR PERSONAL!
On the other hand, there is no need to apologize for the need to complain. Express clearly what is wrong, be polite but strict, do not delay and do not blame your staff.
WRONGCORRECT You must correct your mistake as soon as possible. The mistake must be corrected as soon as possible.
WRONGCORRECT You made an error on the statement. There appeared to be an error on the statement.
WRONGCORRECT It is not our fault. It is probably the fault of your despatch department. The mistake could not have originated here, and must be connected with the despatch of the goods.
WRONGCORRECT to order to satisfy to inform to place an order to give satisfaction to give information
ASHLEY, A. A Handbook of Commercial Correspondence. Oxford: Oxford University Press., ISBN s. 142 – 146. PYTELKA, J. Angličtina pro ekonomické studijní obory. Praha: SPN, ISBN: s. 96 – 99.
THANK YOU FOR YOUR ATTENTION. Ladislava Pechová