進階版：道歉信Apologizing

錯誤範例
To: cindyliao@email.com
Subject: We are sorry. Please give us a call AGAIN(1)

Dear Cindy Liao,

I am very sorry for what happened. It was unacceptable and will never happen again. (2)

The representative that you spoke with didn’t actually hang up the phone. I was informed that he tried to transfer your call but it must not have gone through. I think we had bad reception that day. You might also want to check your phone service provider. (3)

Again, I am very sorry for the inconvenience. Please contact customer support if you have any further concerns. (4)

Sincerely,

Ashley W.

錯誤(1)
主旨語意不清，且again採用大寫會有大聲吼叫的感覺，信件內容如非必要也不該使用任何大寫拼寫

錯誤(2)
完全沒有提到事件核心就先瘋狂道歉

錯誤(3)
並未解釋清楚情況，並提供太多不重要的細節，試圖模糊焦點，將錯誤歸咎於對方電話訊號問題

錯誤(4)
最後還是沒有解決問題，甚至要對方先採取行動，是十分失禮的結尾

正確範例(A)
To: cindyliao@email.com
Subject: An apology from OO company

Hi Cindy Liao,

I’m sorry about your unpleasant experience last week. I’m talking with my team about this issue now. I just want to let you know that your issue is important to us, and we’ll get back to you as soon as possible.

Thanks for your patience

Ashley W.

Hint: 無論是客訴或是企業間的商務糾紛，如果尚未釐清事情的解方，都可以先以這種形式「滅火」，讓對方知道事情正在處理，並送上誠摯的道歉。

正確範例(B)
To: cindyliao@email.com
Subject: An apology from OO company

Hi Cindy Liao,

Thanks for being patient while we sort this out. After an in-depth discussion with my team, we’ve realized that we’re responsible for these issues. (1)

I realize that our agent, Peter, was unhelpful in solving your issue, and he hung up the phone instead of transferring your call when you asked to speak with a manager. (2)I understand your frustration at having not been properly directed to an on-duty supervisor, and your even greater frustration at having to wait on hold again, only for the call to drop almost half an hour later. (3)

We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to de-escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself. (4)

Should you need help in the future, please do not hesitate to contact me directly. I will be very happy to assist you personally with anything you need.

Thank you for your patience and understanding

Ashley W.

Hint (1)
立即承認錯誤

Hint (2)
解釋主要事件

Hint (3)
表達理解，有時也可運用幽默軟化語調

Hint (4)
提供清楚的解決方式

本文收錄於英語島English Island 2021年4月號
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