大部分公司對于合理的索賠和投訴都會給予肯定的答復(fù)。通常公司是歡迎顧客的投訴的，這樣它們就可以知道產(chǎn)品或是服務(wù)都有哪些不足，從而改善和提高。答復(fù)投訴和索賠信應(yīng)遵循下面幾個原則：
1. Reveal at the beginning that the claim is being granted.
2. Explain the
circumstances.
3. Close courteously and positively.
當賣方是錯誤發(fā)生的責(zé)任方時，賣方在答復(fù)中需要解釋清楚錯誤情形。如果不解釋清楚，買方就會認為當前的交易不是一樁好買賣，可能會轉(zhuǎn)而尋找其他賣家。如果解釋過于龐雜，買方可能沒有興趣看或是認為賣方業(yè)務(wù)運作過于復(fù)雜。因此在解釋錯誤原因時說清楚主要的幾點即可。
承認錯誤后還應(yīng)承諾改正錯誤和改善以后的工作。這是重新贏得客戶信任的一個重要步驟。注意：可別說以后再也不會犯錯，因為錯誤是不可避免的。
最后，還要表示繼續(xù)合作的希望。畢竟，要贏得客戶并不容易，所以要維護好客戶以免流失。
下面是一封對索賠和投訴的肯定回復(fù)。由于是賣方發(fā)錯貨，我們來看看賣方是怎么答復(fù)的：
Dear Customer
Re: SMG - 75 Household Electric Appliances
Immediately after we received your letter we dispatched two cases of the
correct SMG - 75 Household Electric Appliances by S. S. Shunfeng which left for
your city on March 20. They are expected to reach your center warehouse by the
end of April.
Every individual product or service of our company is fully guaranteed, and
we are glad to make this adjustment for you. Thank you for writing us so
promptly.
The mistake occurred as a result of staff shortage during an unusually busy
season. Through an oversight the wrong goods were sent. We wish to express our
concern for the inconvenience caused to your clients.
The SMG - 75 Household Electric Appliances you will receive are new on the
market. Their arrival will make performance a pleasure for your customers.
Enclosed is the latest catalog of other electric goods. Each of our products
carries an absolute five-year warranty. If you feel interested in anything,
please let us know. You will earn a special discount of two percent, provided
that we receive your order by May 15.
As to the goods you originally received, please send them back to our address
by the first available ship, freight forward.
Thank you again for your cooperation.
Truly yours
（例文來源：《國際商務(wù)寫作教程》，對外經(jīng)濟貿(mào)易大學(xué)出版社 英語點津 Annabel 編輯）
