Question

VI. Прочтите два варианта ответа на письмо-жалобу. Какой из вариантов является верным? А. Your letter of 3 November regarding your stay with us in October was forwarded to me. When I have my investigation finished, I will write or call you with a response. I assure you that your complaint is being taken seriously. You are a valued guest, and any dissatisfaction on your part indicates an opportunity for improvement 011 our part. If I need more information from you to help me resolve this matter, I will contact you. Thank you for your patience. Yours sincerely ....... B. Thank you for your letter of 3 November. I am very sorry that there were problems during your stay with us in October we/e forwarded to me It wil! take me a few days to look into this matter because I need to talk to all the members of staff who were involved wil! telephone you as soon as I can with my response. I would like you to know that we are taking your complaint very seriously. You are a valued guest. If you are dissatisfied with our service, this gives us a chance to make any improvements necessary. I will contact you if I need to know more from you to help me resolve this matter. Thank you for being so patient. Yours sincerely,......

Answer 1

Ответ:

B

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Answer 2

B.

Thank you for your letter of 3 November. I am very sorry that there were problems during your stay with us in October. Your letter was forwarded to me. It will take me a few days to look into this matter because I need to talk to all the members of staff who were involved. I will telephone you as soon as I can with my response.

I would like you to know that we are taking your complaint very seriously. You are a valued guest. If you are dissatisfied with our service, this gives us a chance to make any improvements necessary.

I will contact you if I need to know more from you to help me resolve this

matter.

Thank you for being so patient.

Yours sincerely,......

Answer 3

Из представленных вариантов ответа на письмо-жалобу верным является вариант B:

"Thank you for your letter of 3 November. I am very sorry that there were problems during your stay with us in October. It will take me a few days to look into this matter because I need to talk to all the members of staff who were involved. I will telephone you as soon as I can with my response. I would like you to know that we are taking your complaint very seriously. You are a valued guest. If you are dissatisfied with our service, this gives us a chance to make any improvements necessary. I will contact you if I need to know more from you to help me resolve this matter. Thank you for being so patient. Yours sincerely,......"

Вариант B содержит более подходящий и корректный ответ на жалобу, где извинения выражены с более высокой степенью сожаления. Также в этом варианте указано, что жалоба рассматривается серьезно, и обещано связаться с клиентом для предоставления ответа. Вариант B также подчеркивает ценность гостя и возможность для улучшения обслуживания на основе его обратной связи.