【正文】 ? We understand your concern about the.... As always, we are willing to do as much as we reasonably can to make things right. ? 2. 感謝您的訂貨和要求。Adjustments and Refusals 理賠與拒絕函 Introduction ? In business world it is unavoidable to receive plaints and claims. How to appropriately resolve the matter bees a tough and challenging task. It is said the most difficult business letter is to respond to plaints and claims. However, there are still some useful tips for writing it without damaging the pany39。我們?yōu)橛袡C(jī)會(huì)盡我們所能為您服務(wù)不勝感激。我們將一如既往盡最大努力把事情辦好。s image. Adjustment ? When you get a plaint or claim, you may either grant an adjustment or reject it depending on the circumstances. When you grant an adjustment, the situation is a happy one for your customer. You are correcting an error. You are doing what you were asked to do. As in other positive situations, a letter written in the direct order is appropriate. The directorder plan follows these general steps: 1. Begin directlywith the good news. 2. Incidentally identify the correspondence that you are answering. 3. Avoid negatives that recall the problem. 4. Regain lost confidence through explanation or action. 5. End with a friendly, positive ment. Refusal ? Refusal of a request is definitely a bad news message。 ? Your order and request are sincerely appreciated. We are always grateful for the opportunity of serving you in the best way we can. 2. Indirect Refusing 1. 我們認(rèn)為不能退換。s way of assuring you that your satisfaction is very important to us. ? Refusal ? 1. 我們非常理解您對(duì) …… 的關(guān)注。 therefore, an indirect order is preferred. In the refusal letter, you have two goals. The main one is to say no。 ? We must consider the sale f