Complainst ,Claims & Settlements (抱怨、索赔和理赔信函) E. Dear Mr. Osler, 　　I was distressed to receive your March 10 letter about the curtness of our sales representative . I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day . I can only immagine he felt little sense of responsibility and allowed himself to argue with you . 　　I apologize for his behavior .There is no corrective action I take , since he no longer works here . However ,we have intensified the training and supervision of our sales staff. Im sure you will find them courteous ,knowledgeable , and helpful in future . I hope this matter will not affect your good opinion about us . 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Yours faithfully , 亲爱的奥勒先生： 　从您三月十日来函获知我公司销售代表敷衍草率，我深感苦恼。本公司到新行业工作。碰巧您打电话是他最后天上班。我只能想象，他当时任责心不强，竟然同您发生争吵。 　对他的行为我深表抱歉。我无法采取行动加以纠正，因为他已不再这里任职。 然而，我们已加强对销售人员的教育和监督。我相信今后您会发现他们都是有礼貌、精明和有助的。 我希望此事会影响您对本公司的良好印象。 2） Make Adjustments or Reject the Customers Request (调整或拒绝客户的要求) 顾客并非总是正确的。有时，他们会发出含糊的订单，要求获得不应得的折扣，或退回无法再行出售的订货等。解决此类抱怨或索赔，应注意以下几点： ＊ 信中应强调造成误解的原因。 ＊ 巧妙地表达你可接受和不可接受的要求，应委婉、非常强硬地拒绝对主就合理的要求； ＊ 劝说客户接受你的建议或折衷方案，努力保持彼此间的合作和支谊。