我們已經(jīng)講過(guò)否定答復(fù)理賠要求所應(yīng)遵循的原則，這次我們來(lái)比較一下合適的答復(fù)與不合適的答復(fù)，希望能給大家一些借鑒。
A poor example:
Dear Sirs
This will acknowledge your letter of June 20. Our company policy and the
construction agreement do not allow us to accept the responsibility for the poor
air conditioning resulting from the inadequate window frames applied.
Please check your original correspondence and your copy of the agreements,
you may easily find that problems caused by inadequate materials used are
entirely your own responsibility.
It there are any further questions, please don't hesitate to write us.
Yours faithfully
這封回復(fù)寫得糟糕至極。信的開頭只是簡(jiǎn)單的說(shuō)根據(jù)公司政策不能賠付，卻沒(méi)有給出證據(jù)。在指出對(duì)方的錯(cuò)誤時(shí)，語(yǔ)氣和語(yǔ)言都非常offensive，讓人不快。最后一句話則暗示這個(gè)事情還沒(méi)有解決。
對(duì)于這樣的回復(fù)，首先要給出充分的證據(jù)，說(shuō)明責(zé)任不在己方；其次在指出對(duì)方錯(cuò)誤的時(shí)候應(yīng)該用第三人稱、客觀的語(yǔ)氣和言辭；然后應(yīng)該盡可能的提出解決方案。
Good example
Dear Sirs
You are right! Good accommodation is the most important thing for our hotel
customers. We show much concern on what you described in your letter that the
air conditioning of the newly built hotel does not hold up as well as expected.
After receiving your letter, we immediately sent our representative and
technician in your city to look into the matter. They checked the material in
the store from which you bought the frames. They found that the window frames
you purchased are made from an alloy of aluminum and iron.
Although this kind of material was one of the most durable types available,
the store owner followed the manufacture's recommendation and included an
instruction on each pad of the frames - "Attention: Because of potential
buckling of this material in extremes of hot or cold, we recommend applying
these frames to inside-house windows." However, while fixing window frames, our
workmen were told to use what you supplied for all windows including those
facing outside. Obviously, the fact was ignored that the local outside
temperature in summer is always up to 45 degrees centigrade. Meanwhile our
technician also inspected the construction work of the frames. They indicated
that what our workmen did exactly stuck to the procedures stated in the
contract. For details, please refer to the Inspection Certificate issued by the
construction supervisor appointed by our two firms. We, therefore, feel no
difficulty in concluding that the poor air condition of the hotel traces to the
inadequate window frames you supplied.
We have already asked the chief engineer from our representative office to
examine the problem at no expense to you. We feel confident that he may be able
to suggest something that will help.
Yours faithfully
（例文來(lái)源：《國(guó)際商務(wù)寫作教程》，對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)出版社 英語(yǔ)點(diǎn)津 Annabel 編輯）
