Complaints (Customer) การเขียน Email ร้องเรียน หรือ Complaints ลูกค้า สามารถเขียนได้โดย ยืดหลักการดังนี้ คือ Open เปิดประเด็น, Complaint ร้องเรียน, Request for action เรียกร้องให้กระทำ , Close ปิดท้าย ลองมาดูการเขียน และ ตัวอย่างกัน
| Open | I am writing …
In connection with my order FS690 which arrived this morning. to complain about the quality of a product I bought from your website. To complain about poor service we received from your company. To draw your attention to the negative attitude of some people in your customer services section. |
| Complaint | Our order dated 11 November clearly started that we wanted 500 items, however you … The goods were faulty / damage/ in poor condition. There seems to be an error in the invoice / a misunderstanding. The equipment I ordered has still not been delivered, despite my phone call You last week to say that it is needed urgently. The product I receiver was well below the standard expected. To make matter worse, when I called your company staff … |
| Request for action | Please replace the faulty goods as soon as possible. We must insist on an immediate replacement / full refund. Unless I receive the goods by the end of this week, I will have no choice but to cancel my order. |
| Close | I hope that you will deal with this matter promptly as it is causing me considerable inconvenience. |
ตัวอย่าง Faulty product
I’m afraid that the enclosed (xyz) product doesn’t work. It is the third one I’ve had to return this month (see attached correspondence).
I bought it from ABC stores at Newtown, Big County on (date).
I was careful to follow the instructions for use, honestly.
Other than the three I’ve had to return recently, I’ve always found your products to be excellent.
I’d be grateful if you could send a replacement and refund my postage (state amount).
I really appreciate your help.
ตัวอย่าง poor service
I really need your help with this.
Your engineer (name if appropriate) called for the third time in the past ten days to repair our (machine and model) at the above address, and I am still without a working machine.
He was unable to carry out the repair once more because the spare part (type/description/ref) was again not compatible. (I attach copies of the service visit reports.)
Your engineers have been excellent as always, but without the correct parts they can’t do the job required.
Can I ask that you look into this to ensure that the next service visit, arranged for (date), resolves the matter.
Please telephone me to let me know how you’d like to deal with this.
When the matter is resolved I’d be grateful for a suitable refund of some of my service contract costs.
I greatly appreciate your help.