6. . Письмо – ответ на жалобу.

Фразы и выражения, используемые в письме – ответе на жалобу.

1. Начальное предложение – Thank you for bringing this matter to our attention. Спасибо, что обратили наше внимание на этот вопрос.

2. Основной текст - We apologize for…. (Please, accept our apologies for…) Пожалуйста, примите наши извинения за…

3. Заключительное предложение – We hope we will continue to receive your custom. Надеемся, вы останетесь нашим клиентом.

4. We are sorry to hear/learn about… Мы огорчены узнать о том, что …

5. We were distressed to hear/learn about… Мы расстроены узнать о том, что …

6. We were very sorry to receive your complaint. Мы с грустью получили вашу жалобу.

7. We greatly regret that you received only… Мы действительно сожалеем, что вы получили только …

8. We sincerely regret that… Мы искренне сожалеем, что …

9. We would like to apologise for the inconvenience caused. Мы бы хотели извиниться за причиненные неудобства.

10. We apologize sincerely for the trouble caused to you and will take all the possible steps to ensure that such a mistake is not made again/does not occur again. Мы искренне извиняемся за причиненные беспокойства и предпримем все меры, чтобы это больше не повторилось.

11. We much regret that you had the trouble of writing to us. Мы сожалеем о том, что вам пришлось писать нам.

12. We are extremely sorry about this delay which you will realize was due to circumstances beyond our control. Мы очень сожалеем об этой задержке, которая, как вы понимаете, произошла из-за обстоятельств вне нашего контроля.

Образец делового письма – ответа на жалобу на английском языке (в соответствии с заданием):

Задание

Write a reply as the Restaurant Manager of Plaza Hotel (24, Lancaster Terrace, Heathfield, H24PR, UK).

Mr. I.Tyang (2-11-9 Shogen Izumi-ku Sendai 980 Japan) has complained about the standard of service, which was slow and the quality of food. Apologize for the inconvenience. Regret that the service was slow. Explain that unfortunately your chef fell ill and two other cooks took days off that day. Assure that everything is up to standard again.

Образец ответа:

Plaza Hotel

24, Lancaster Terrace, Heathfield, H24PR, UK

8(1044)3348896 Fax. 8(1044)3348899

Mr. I.Tyang 22 March 20…

2-11-9 Shogen Izumi-ku

Sendai 980

Japan

Dear Mr Tyang,

Thank you for bringing this matter to our attention.

We apologize for any inconvenience. We regret that the service was slow. We must explain that unfortunately our chef fell ill and two other cooks took days off that day. We would like to assure you that everything is up to standard again.

We hope we will continue to receive your custom.

Yours sincerely

Petrov

Maxim Petrov

The Restaurant Manager

Задания для тренировки:

Задание 1

Write a reply as the Manager of the Magic Hotel (131 Nelson Court London W 16 UK).

Mr Piper (41 Leyton Road Manchester M 19 8 RU) has complained that his room was too small, the people in the next room were noisy and the prices in the restaurant and bar were too high.

Apologise for the inconvenience. Explain that there were no vacant big rooms due to the conference held in your hotel at that time. Regret that his neighbours were noisy. Offer a free dinner on his next arrival to your hotel.

Заданиe 2

Write a reply to the complaint as the manager of the Palace Hotel (105 Church Road Hove BN3 2BF England)

Mrs Reynolds (58 Jalap Thermion Jakarta Indonesia) has complained that the hotel has not sent the hotel brochure and price-list which she requested seven weeks ago.

Apologise for keeping her waiting so long. Explain the July is the busiest month and probably you had not received her letter. Promise that you will make enquiries about it. Enclose the brochure and a price-list to the letter.

Задание 3

Write a reply as the Manager of the Logion Hotel (Sodermalarstrand 16Kajplats, Stockholm, Sweden).

Mr and Mrs Bevin (Tomterveien 200 1914 Ytre Enebakk Norway) are dissatisfied with the hotel. They think it is substandard, the service is slow, and the guide seemed inexperienced.

Apologize for any inconvenience. Explain that you were fully booked at the time of their stay and your usual safari guide was unwell, but now has returned to work. In addition, a number of your staff were not on duty because of the local holiday.

Offer a double room for one night at no charge in compensation.

Задание 4

Write a letter of reply as the manager of Advance Reservation Office of the Marble Hotel (54Nulifer Han 103 803 Istanbul Turkey).

Ms Susan Mill (16 Broadgate William Street London EC4P 4JS) is not pleased with the service of your hotel. She thinks it to be substandard, as none of the staff could help with missing keys, which were later found in an improper place. Besides, no one could give recommendations on going out in the evening.

Apologize for the inconvenience. Explain, that probably there was a mix up, and you will clear up the matter. Assure, that your hotel always tries to please their guests, that is why you offer a free excursion to a botanical garden to Ms Mill on her next arrival to your hotel.

Задание 5

Write a letter of reply as the manager of the Donkey Tourist Bureau (Pesberg 19, 00100 Antalia, Turkey).

Pam Harding (15 Bruin Street Newtown ТУ 10 OPY Scotland) is not pleased with her holiday, bought in your bureau. She complains on double booking (there were no vacant rooms in the hotel on her arrival). As a result, she lived in a cheaper hotel, which was farther from the sea.

Apologize for the inconvenience. Explain that sometimes Turkish hotels follow this policy in high season. Offer a compensation.

Задание 6

Write a letter of reply as the manager of the Global Travel Company(25 Garden Avenue Manchester M6 England).

Mrs Harrison (Hugo-Eckener-Strasse 20 D-50839, Koln Germany) complaines on the holiday, booked in your company. The onward charter flight was delayed for almost 4 hours. The hotel, which was advertised in your brochure as situated 20 meters from the beach, was across a busy main road 20 minutes on foot from the beach.

Apologise for giving the wrong information, as your brochure was outdated. Assure that new brochures have been already issued. Besides you have sent your representatives to the airports to solve problems on the spot.