Answer to Exercise Questions of Chapter 9 in \"English Correspondence for Foreign Trade\"

1. Dealing with Complaints

When dealing with complaints from customers, it is important to treat them with respect and empathy. Start by acknowledging the problem that they are facing and apologize for the inconvenience caused. Then, try to understand the root cause of the problem and offer an appropriate solution. Communicate clearly and promptly with the customer, keeping them informed about the progress of the situation. Finally, follow up with the customer to ensure that the issue has been resolved to their satisfaction.

2. Writing Claims and Refusal Letters

When writing a claim letter, it is important to provide all relevant details about the product or service that did not meet your expectations. Include any supporting documents, such as receipts or warranties. Clearly state the problem and what you expect the company to do to rectify the situation. Maintain a polite and professional tone throughout the letter.When writing a refusal letter, it is important to be clear and concise in your reasoning. Start by thanking the customer for their interest or inquiry, and explain why you are unable to meet their request or provide a refund. Avoid using language that may offend or upset the customer, and offer any alternative options that may be available.

3. Dealing with Customer Inquiries

When dealing with customer inquiries, it is important to respond promptly and thoroughly. Start by acknowledging the customer's inquiry and thanking them for their interest. Provide a clear and concise response to their question or request, and offer any additional information or resources that may be helpful. If you are unable to provide the information they are looking for, be honest and suggest alternative options or sources.Remember that maintaining a positive and professional relationship with customers is key to doing successful business in foreign trade. By following these tips and strategies, you can effectively handle any customer complaints, claims, refusals, or inquiries with confidence and competence.