国际商务师业务外语辅导：回复客户投诉的信函

　　　　客户投诉我们的同事工作效率和理解能力低下：

　　Michael:

　　I appreciate if u get involve with Jane， she is not following po‘s instructions and get back to us in the same subject with difference. Last week was Vet certificates， then Bill of ladings explanations， now is packaging when we are attaching all e-mail‘s for you and her reference which is been discussed to be use on 3 months. We want to continue and trust in oiur relationship but it‘s issues which has to be stop.

　　I will appreciate if you come back to us with a determination for the future.

　　Thanks，

　　我第一次草拟的回复如下(没发给客人)：

　　1 Re. the balance of packaging

　　It’s our fault that we did not explain well and cause the confusion.

　　When we advised 3 months in the early email， we meant to ship these packaging in 3 months， and when we talked about 1 month， we meant to receive your order for these packaging in 1 month， but the ship date can be Nov.

　　Pls advise if you will be able to place the order in 1 month or you need more time. We will also improve and take care in future communication. Thank you.

　　2 Re. The communication efficiency

　　We review the emails of these days. For the email back and forth， we think the most important reason is because we do not know well about your company internal organization and each person’s work scope， so sometimes we do not address the right person to clarify our questions， and the message we received from different people is not consistent. We got this problem when we got back to you for Vet and BL.

　　Pls advise your company internal organization’s function， and we can contact the right person in future communication. Thank you.

　　Apology again for any inconvenience. We will take care and improve our communication in future.

　　修改以后，最终发给客人的版本：

　　1 Re. the balance of packaging

　　Sori for inconsistent info we provided and confuse you.

　　When we advised 3 months in the early email， we meant to ship these packaging in 3 months， and when we talked about 1 month， we meant to receive your order for these packaging in 1 month， but the ship date can be Nov or later.

　　Pls advise if you will be able to place the order in 1 month? We will provide consistent info and prevent confusion in future. Thank you.

　　2 Re: The communication efficiency

　　We did notice it take too many back and forth communication on B/L & Vet， it sounds to me that our people don’t know well about your internal organization， we address question to improper people which come back inaccurate info and bring confusion to us， this create lots of unnecessary back and forth communication & make both parties loss efficiency.

　　In order to improve communication efficiency， could you pls advise who we should address for below area; PO placement， PI (We notice both Mislay and Angela place Pos.) Any question related to PO logistic & Customs clearance， including import permit， Shipping document / Vet Document， etc. New product development Packaging & artwork approval

　　6. Production sample approval

　　7. Accounting (We suppose we should contact Michael Reid， pls double cfm)

　　Again， apology for inconvenience. We will improve communication efficiency in future.