Основы деловой переписки

5. Ответ на письмо-заказ (Acknowledging an order, refusing an order, delays in delivery)

После получения заказа поставщик отправляет заказчику письмо-

подтверждение,

в котором

он подтверждает его получение,

уточняет детали и сроки отгрузки, а также размеры скидки, условия

оплаты (примеры 5.1, 5.2).

о

г

о

к

Электронная

почта – это

быстрое и

удобное средство

с

общения

в

между покупателем и поставщиком.

е

Если возникает зад ржка с

ы

отгрузкой,

отправитель

незамедлительно

сообщает

заказчикуш

о

р

возникших осложнениях, извиняясь за предоставленныенеудобства

е

(пример 5.3).

Ч

.

В случае

если

заказ

не

может

быть

Г

выполнен, поставщик

.

извиняется

и

объясняет

причины

Н

отказа (изменение цены,

и

прекращение

поставок

и

т.д.), а

также

оговаривает

условия

возможного

дальнейшего

н

чтобы у

заказчика

не

сотрудничествае,

м

возникло ощущение, что отказали из-заинего лично (пример 5.4).

т

е

Пример 5.1

т

и

с

р

е

в

Dear Mr Philip Cooper,

и

н

ы

у

Thank you for your orderйNo 1222/4 of 15 March. Your order is now

н

being processed and shouldн

be ready for dispatch by the end of the

в

week.

т

е

с

р

Thank you forаyour order, and we hope we can be of further service in

д

the future.у

с

о

г

и

Yoursйsincerely,

к

с

в

оLinda Allen

т

р

Sales Manager

а

а

С

Для таких писем тоже существует стандартный план.

1. Выразите благодарность за заказ продукта.

Thank you for your order No 205 which we received today.

31

Thank you for placing an order with…

Thank you for your order, which we acknowledge as follows…

We were pleased to receive your order for …

2. Подтвердите возможность поставки, размеры скидки и другие

условия сделки. о г о к We are pleased to inform you that we have already made up your order.с

Your order is now being processed for immediate dispatch. ев

The new edition is in/ out of stock in our major bookshop. ыш Черн Если поставка невозможна, извинитесь и вежливо объясните . причину. Г . иН Unfortunately we have run out of the items youнasked for.

We received your order today, but regret thatмеdue to a strike at the

factory we are unable to fulfil it at present.и т е т 3. Сообщите информацию об отгрузкеси товара. ивер You may expect delivery within the next two weeks.

Your order No 333/1 is nowунbeing processed and should be ready for

dispatch by the end of theыйweek. венн We regret to inform you that there will be a delay in delivery. т We apologize рforсthe delay and hope it will not cause you serious

inconvenience.да у гос 4. Вежливо закончите письмо, выразив надежду на дальнейшее

сотрудничествоий . к овс тWe are sure you will be very satisfied with the consignment and look

ра forward to your next order.

Са Thank you for your order, and we hope we can be of further service in the future.

32

Yours sincerely, Robert Walters Managing Director

Пример 5.2

Dear Mr Emmerson,

Re. Order No 856

We are pleased to tell you that the above order has been shipped on the

о

SS Great Britain and should reach you in the next 15 days.

г

о

к

с

в

The shipping documents have been forwarded to your bank in Canberra

е

for collection.

ш

ы

We are sure you will be very satisfied with the consignmentнand look

р

forward to your next order.

е

Ч

.

Г

Sincerely,

.

Н

Stuart Hagger

и

Sales Director

н

е

м

и

Пример 5.3

т

е

т

и

Dear Ms. Carolyn Brookmyre,

с

р

е

в

и

н

This is to inform you that we are unable to make delivery on the above

у

referenced purchase orderйon the date indicated.

ы

н

н

We should have ourеmerchandise ready to ship within 10 days of the

в

т

original delivery date and we hope that you can hold off until that time.

с

р

а

д

We did wantу to inform you of this delay as soon we were advised in

с

order toоgive you as much time as possible to make alternate

г

arrangements,й

if necessary. We can assure you, however, that if your

и

к

order remains in force we will expedite delivery to you as soon as we

с

в

оhave received the merchandise.

т

а

р

Please accept our apology for this delay and thank you for your

а

С

understanding.

33

Sincerely, Helena Williams Sales Director

го о к Unfortunately, we no longer carry cashmere jumpers and wraps becauseс

we believe they do not provide our customers sufficient value forевtheir

price. ыш Черн Instead, we carry jumpers made of new synthetic fabric from Italy called . “Spun Air”. It looks and feels like cashmere but it isГthe quarter of the . price. I have taken the liberty of enclosing a brochureН of the new fabric.

It has been fully tested in Italy, but if you are unsureни of its quality and

durability, we can give you some samples. ме ти Allow me to apologize for any inconveniencesе this may have caused т you. I am ready, however, to upgradeсиyour order immediately to the new

jumpers at your request. You mayерreach me at 877-56-99. ыйунив венн т Упражнение 1.рсРасположите части письма в соответствии с

общепринятойда структурой (см. план письма стр. 31). у гос Dear Ms Ashley Clever, ий к вa.сAs always, it is our full intent to provide you with dependable

оand quality service, and we appreciate your understanding in waiting. т ра

I would like to thank you for your order No B331/2 for red cashmere jumpers.

Пример 5.4

Dear Ms. Rebecca Kay,

а	b. We are happy to be able to inform you that the parts you ordered are
С	now in stock and available for pick up at the above address.
	c. If we may be of further assistance, please call upon us at any time.

34

d. Please accept our sincerest apologies for the delay in delivery and we thank you for your patience in this matter.

Yours sincerely,

Mike Lloyd

о

Упражнение 2. Закончите предложения, используя выражения в г

о

к

рамке.

с

в

е

to fulfill you order;

out of stock;

ы

to deliver your order;ш

р

accept your order;

placing an order

е

н

Ч

.

Г

1. Unfortunately, we are temporary _______of that model.

.

Н

2. We intend to resume production in two weeks and expect______ early

next month.

и

н

our price of £45.25 per

3. We will be pleased _________ if you confirmе

5 items.

м

и

т

е

4. Thank you for_______ with Euro Tour.

с

т

5. We cannot ______ No PHk-204513и of November 15 which uses the

е

expired price.

в

р

и

н

у

Упражнение 3. Переведите пример 5.4. на русский язык.

й

н

ы

письмо на английский язык.

Упражнение 4. Переведитен

е

в

т

Уважаемый г-нсБраун,

р

а

с

д

Рады былиуполучить ваш заказ No АB-111 от 5 октября на фильтры

о

(модельгХР212). Необходимое Вам количество имеется в наличии

и

на нашемй

складе, и мы сможем произвести отгрузку в течение 5

к

после получения оплаты.

днейс

в

о

т

р

Надеемся на дальнейшее сотрудничество.

а

а

С

С уважением,

Дмитрий Смирнов

Упражнение 5. Напишите ответ на заказ на стр. 27 в примере 4.2.

35

36

I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.

6. Жалоба (Complaint)

Письма с жалобой принадлежат к категории наиболее трудных.

Целью таких писем является не обвинение партнера в нарушении

договора, а получение компенсации за невыполнение деловых

обязательств.

о

Перед тем как

отправить

жалобу

необходимо

уточнить,

все гли

о

указываемые

Вами

факты

соответствуют

к

действительно ти.

с

в

Помните, что при использовании факса или электронной почты для

е

предъявления

претензии

не

может

быть

гарантированаш

ы

следует

конфиденциальность Вашего обращения и в ряде случаевн

р

отправлять письмо-жалобу по почте.

е

Ч

Язык письма-жалобы

не

должен

быть

.

слишком эмоционален.

Г

Старайтесь избегать грубых

.

выражений. Не

и оскорбительных

забывайте, что Ваши партнеры, так же как

Н

и

Вы заинтересованы в

н

скором устранении ошибки и налаживанииедружеских отношений.

м

и

Пример 6.1

т

е

т

и

Dear Mr Burr

с

р

е

в

и

Re. Order No. 768197

н

у

й

ы

I am writing to informнyou that the goods we ordered from your

н

supplied correctly.

company have not beenе

в

т

с

р

On 31 Augustа2009 we placed an order with your firm for 12,000 ultra

д

super longу-life batteries. The consignment arrived yesterday but

с

containedоonly 1,200 batteries.

г

й

и

к

This error put our firm in a difficult position, as we had to make some

с

в

оemergency purchases to fulfill our commitments to all our customers.

т

This caused us considerable inconvenience.

а

р

а

С

I look forward to hearing from you by return. Yours sincerely,

Mr O’Dennel

Purchasing Officer

о

г

о

План написания письма-жалобы:

к

с

в

е

1. Укажите повод, по которому Вы жалуетесь, упоминая

ш

фактический материал (дата, № заказа и т.д.)

ы

н

р

е

Ч

.

I am writing with reference to Order № T45, which we received

Г

yesterday.

.

Н

We would like to inform you …

и

I am writing to complain about …

н

е

м

и

т

2. Сопоставьте обещанные деловые обязательства и реальные

е

обстоятельства.

т

и

с

р

е

different.

Unfortunately, the reality was veryв

и

We regret to inform you thatнwe were no at all satisfied with your

service.

у

й

ы

There appears to be an error on the statement.

н

н

There seems to be some misunderstanding regarding terms of discount.

е

в

from net prices, not CIF prices.

Discount is deductedт

с

р

а

д

3. Предположите причины, которые вызвали данную проблему.

у

с

о

г

Could you tell your dispatch department to take special care when

й

и

consignments? My name and address are C.J. Schwartz,

addressingк

с

вBergstr.101 Berlin. But there is a C. Schwartz, Bergstr. 110 Berlin who

о

т

а

also deals in electrical fittings.

р

Could you ask your accounts department to check my code carefully in

а

С

future? My account number is 246-642, but they have been sending me statements coded 642-246.

I think the reason that wrong sizes have been sent to me is because I am ordering in metric sizes, and you are sending me sizes measured in feet and inches. I would appreciate your looking into this.

37

38

I am writing to complain about a jacket I bought in your shop two weeks ago. It cost 100 euro. I enclose a copy of the receipt.

Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.

4. Предложите возможное решение проблемы.

If I send you a debit note for $984.00 and deduct it from my next

о

statement, that should put the matter right. The best solution would be г

о

for me to return the wrong articles.

к

с

в

I am writing to ask you to please make up the shortfall immediately and

е

to ensure that such errors do not happen again.

ш

Could I please ask you to look into these matters.

ы

н

р

Please send us a corrected invoice for $9,479

е

Ч

I enclose a copy of the book with the errors highlighted. Please re-print

Г

the book and send it to us by next Friday.

.

Н

и

н

в том случае,

5. Сообщите о мерах, которые будут предпринятые

м

.

если Ваши требования не будут удовлетвореныи

т

е

we will be forced to put the

Unless we receive a satisfactory answer,т

и

с

matter into the hands of our solicitors.

р

е

Unless you can fulfill our orders efficiently in the future, we will have

в

и

to consider other sources of supply.

н

у

This is the third time this mistake has occurred and we are far from

й

satisfied with the serviceыyou offer.

н

н

Unless you can fulfill our orders efficiently in the future we will have to

е

в

consider changingтto another supplier.

с

Please ensure рthat this sort of problem does not arise again.

а

fees are not paid by Wednesday, 16 September 2009,

If the outstandingд

у

с

you will incur a 10% late payment fee.

о

г

й

и

к

с

Пример 6.2

в

о

т

а

Dear Ms Goodbody,

р

а

С

The sales assistant told me that the jacket was waterproof but when I

went out walking in the rain I got wet. When I returned to the shop to

look for a refund, I was told it was two weeks since I bought the jacket

and that the most he could offer me was a credit note or exchange. I do

not want another jacket as I do not want the same problem again and

there is nothing else in the shop I want either.

о

г

о

к

I am very unhappy about this. I would like you to arrange a full refund

с

в

to me. I would appreciate a reply within fourteen days from today.

е

ш

Yours sincerely,

ы

н

р

Joe Murphy Senior

е

Ч

.

Г

.

Пример 6.3

Н

и

н

Dear Customer Services Manager

е

м

и

т

е

printer, model A17 from

On October 1, 2004 I purchased a computerт

и

Big Name Stores, in the amount ofс$250 to be charged to my VISA card.

р

and credit statements.

I have enclosed copies of my receiptе

в

и

н

Upon receiving my statementу I saw that this charge had been entered

й

into my account twice. I have highlighted both charges on the statement

ы

copy.

н

н

е

в

т

I would like forсthis duplicate charge to be immediately removed from

р

my account. аAlso I need for any interest that was accrued to my account

д

as a resultуof this error to be corrected as well. If you require any

с

additionalго information please contact me at [phone].

й

и

you for your prompt assistance with this matter.

Thankк

с

в

о

тSincerely yours,

а

р

Neil Smith

а

С

39

a. As the sale was on a CIF basis and the forwarding company were your agents, we suggest you contact them with regard to compensation.

40

Пример 6.4

Dear Sir/Madam

I am writing this letter to complain in the strongest terms about the poor

service that I have received from your company.

о

г

We signed up to your telephone and internet service package two

о

к

с

months ago because your advertising suggests that you are better thanв

е

Telco. In addition, you promise to deal with problems quickly and

ш

ы

efficiently, something that Telco were unable or unwilling to do.

н

р

е

Ч

However, in the first month of service you managed to.cause me to lose

Г

The main

two days worth of business because of poor administration..

Н

problem was that you failed to provide me with the correct telephone

и

н

number, 9--- ---7, that you promised when I completed the contract. This

е

phone number was an established business мline which I had been using

и

that my clients were unable

for the last three years. Obviously this meantт

е

т

to contact me and it cost me many hours of phone calls to resolve the

и

matter with your support centre.

с

р

е

в

и

could be resolved and a substantial

I would appreciate it if this situationн

у

rebate offered on my first three month's account.

й

ы

н

н

I look forward to hearing from you soon.

е

в

т

с

Yours faithfully,р

а

д

Charlie Williams

у

с

о

г

Упражнение 1. Расположите части письма в соответствии с

й

и

структурой (см. план письма стр. 37).

общепринятойк

с

в

о

т

а

Dear Mr Cuasino,

р

а

С

Our Order No. 12367