我們說了如何用英語投訴，這一節課要說的是「如何用英語回復投訴」。對方投訴的時候，肯定是帶著抱怨和不滿的情緒，如果回復不當，容易讓對方醞釀著的怒火爆發，引起更大的誤解。所以，要懂得用英語進行禮貌得體的回覆，安撫對方情緒，需求解決問題的辦法。
回復投訴常用的英語表達
回復投訴，不管自己有理沒理，首先要做的事情就是道歉，對方激動的情緒才會逐漸平靜下來，然後說出解決方法，觀察對方有沒有新的要求，如果有，要不斷溝通，直到達成一致。
We are very sorry that this issue upset you so much. 我們很抱歉，這個事情讓你那麼難受。
We regret the difficulties you have had. 對於您所遇到的困難，我們深表遺憾。
We are so sorry to hear of the problems you have had with our products. 很抱歉我們的產品出了問題。
I'm sorry this has inconvenience you. 這個問題給你帶來了不便，我深表歉意。
Please accept my apologize for this. 請接收我對此事的道歉。
Thanks a lot for your email reporting the problems you have had with your shipment.
感謝您在信中描述貨運方面的問題。
We would like to give you a full refund. 我們將會給您全額退款。
Would would likt to offer you a big discount to apologize for your inconvenience。
對您造成的不便，我們願意提供優惠折扣表達歉意。
有用表達學習：
upset 打擾，困擾，類似的有bother，annoy regret + that 後面引出具體遺憾的事情
regret to do 表示「遺憾去做某事」，而regret doing sth 表示遺憾做過某事，例如：
I regret to say that I cannot come. 很抱歉，我不能來了。
I regret saying that I cannot come. 我後悔說過我不能來。
apologize for sth 為某事道歉 inconvenience sb 給某人帶來不便
give sb a full refund 給某人全額退款 offer sb a discount 給某人折扣
回復投訴常用的郵件模板
回復投訴就要提出解決方法，投訴什麼，就要順著對方的意思，比如漏發貨，就給他補發，收到產品爛了也是補發，如果抱怨服務不好，就可以說我們會教育相關人員。
郵件模板一
Dear Mr Paul
Thanks a lot for your email. 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 it， please do let us know and we will do our best to find the best solution to deal with this issue.Could you please tell us your feedback about our solution？thanks in advance. Look forward to your reply.
Best Regards，
Andy
有用表達學習：
admit that+承認的具體事情，也可以admit sth accept one's apology 接受某人的道歉 deal with 處理 feedback 反饋 in advance 提前
郵件模板二
Dear Mr Paul，
Your order No.20150526 We are sorry to learn from your email of the 8th that some of the acrylic pen stands supplied to the above order were damaged when they reached your side.We would like to replace these 10 units for you. Please tell us if the receiver's information keeps the same as before,so that we can arrange them and deliver to you as soon as possible. We thank you for your suggestion about handling and will do our best to improve the methods of handling so as to avoid further inconvenience to any customer. It will not be necessary for you to keep damaged pen stands and they can be destroyed.
Best Regards，
Andy
有用表達學習：
be sorry to do sth對某事抱歉 learn from 了解到 replace 替換 receiver's information 收件人信息 keep the same as before 和先前保持 一直 so as to 為了，意思和in order to 一樣，但是用法稍微不同，so as to 不能放在句首，而in orderto 可以。 avoid further inconvenience 避免進一步的誤解 can be destroyed 可以銷毀
本節課分享了如何用英語回復投訴。最主要的就是要做到真誠，先是承認問題，然後提出解決方法，倘若對方不滿意，就再度溝通。只要你態度好，客戶剛開始的那股怒火勁肯定會消失，用上本文的表達，客戶一般都會笑逐顏開，珍惜你這樣的合作夥伴。正所謂舉手不打笑臉人，能夠直面問題，對方不會揪著不放。
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