Simulated Writing How to Reply to Com plaining Let...
A.W riting Skills
处理回复客人的投诉信是旅游企业维护形象、表达商誉的重要手段。首先，要表示同情，承担该承担的责任，重点放在问题及解决方案上。尊重对方，不要伤害对方的个性及感情，设身处地为客人着想。无论你是否同意对方的观点，在回信中应当使用善解人意的口吻。比如，可以说：“I understand thatmust be very upsetting for you.”而不要说：“Iagree，you've been badly treated.”信写好后，必须检查一遍，以确认信中内容符合饭店相关原则，如补救措施、赔偿措施、责任等。回复投诉信要包括以下内容：
1.表示歉意——Express regret sincerely（don't say such words as“we can't understand how this happened…”，because this implies that the customer is careless or stupid—since no one else has had this trouble）.
2.解释原因——Explain how the trouble occurred（the customer is entitled to know whatwentwrong—this also reflects well on your business，since it shows that you've taken the complaint seriously enough to investigate it thoroughly—and we all like to be taken seriously！）.
3.告知整改方案——Tell the customer what you are going to do to rectify the situation—the best thing to do is exactly what the customer said he/she wanted.If this is totally impossible，suggest a viable alternative.Sometimes the customerwill be at fault—by forgetting to include a correct address，or leaving out the check.Again，don'twrite anything which mightmake the customer feel silly.
同时要注意以下几个方面：
1.投诉信回复时应使用恰当的称谓；
2.尽量避免长篇谈论推托之词或进行复杂的解释，因为客人对服务方的法规和政策并不感兴趣；
3.尽量安抚客人；
4.如果可能的话给客人提供适当的补偿以示诚意；
5.承诺下次不再发生类似情况；
6.诚意邀请客人能再次光临；
7.投诉回复信应由旅游企业负责人来写并且签名。
B.A Sam ple W riting
Claude Museum
600Wuzhong Road
Shanghai，200000
October 5，2__0
Mr.Jeffery Brown
2800 Dongwan Street
Shanghai200000
Dear Mr.Brown，
Thank you for taking the time to complete a comment card during your recent visit to the Museum on 20 September.
Iam sorry to hear that your visit was marred by visitor access problems.We are often trying tomake improvements in this area and your commentswill be important to us for future planning.Iam sure you will realize，however，that this is a historic environment and aWorld Heritage Site.Whilemost of our historic buildings are now accessible，some areas of the Site（not necessarily under Museum control），may still require more work.It is also necessary to get a balance between easy visitor access and the important qualities of historic buildings in amajor heritage landscape.
However，our staff is available to help you asmuch as you may need.If you have any special needs before any future visit，please feel free to contactour information board on 021 8858 4422 and we will try to help you.
Again，thank you for taking the time to complete a comment card.Your feedback is important to us and helps us tomake continuous improvementswithin the Museum.
Yours sincerely，
Michael Longfellow
Cc：General Manager
C.W riting Practice
You are required to write a reply to a guest's complaint displayed on the guest comment card.
A visitor complains about the quality of food in the Claude Café.A comment card is posted into a comment card stand.The complaint is concerned with the quality of the food，e.g.the food was cold or too expensive.
