怎樣肯定答復索賠和投訴信（二）
當買方是錯誤發生的責任方時，一封措辭恰當的回復就更有必要。通常賣方也會滿足買方提出的要求，畢竟客戶是他們生意的根本。因此賣方必須盡快禮貌地回復、并說明他們不是問題的責任方。
在回復的時候，如果確定要同意對方的要求，就應該先表示對要求的同意，然后說明責任是在買方。最后還是要表示繼續貿易往來的愿望。切記不可以這樣說：we are granting your request but we want you to know we don't have to. 這比拒絕要求更糟糕。
下面是答復這類索賠和投訴信應遵循的原則：
1. a statement granting the claim graciously.
2. a statement referring to the specific transaction.
3. a statement explaining tactfully and discreetly how the buyer is at fault. take care to avoid causing him or her "losing face".
4. a sales appeal, if appropriate.
5. a friendly close.
下面是一封對此類索賠和投訴信的回復：
dear mr. cooper
you will be enjoying new engines which we delivered to you yesterday. they will reach you no later than august 10.
we received your letter of july 30 in which you requested that we replace two mg - 02a diesel engines with two mg - 02b units. we are sorry to learn that the mg - 02a engines which we shipped to you on june 6 did not prove satisfactory.
our representative looked into the matter immediately with our chief engineer in your city because we are always desirous of furnishing our customers with the best and most efficient machines. they found that a mg - 02b engine is recommended to be used for your particular diesel generating set. apparently this must have been overlooked by some people in your firm when mg - 02a units were ordered.
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