苦情・苦情回答・謝罪

顧客クレームに対する謝罪回答

良質なコーヒーとフレンドリーな店員な対応で人気カフェチェーンの英文カフェは、ある顧客より「店員の態度が悪かった」というクレームを受けました。不快な体験をした顧客に対する謝罪と、もう一度お店に来てもらうようフリードリンク券を提供する旨、謝罪レターを送ります。




Dear Sohei,

Thank you so much for taking the time to write to us.

I am truly sorry that you had such a disappointing visit because of the poor customer service you received. This is obviously not the experience we want you to have at our stores.

I want you to know that we take your concerns seriously and that I will share this not only with departments here in our corporate office, but also with the manager of the Los Angeles store to address this.

I would love to invite you back into our stores for the chance to make up for a visit that you did not enjoy. What I will do is mail you some beverage coupons so that your next drink will be on us.

Thank you so much for giving us the opportunity to fix something that is wrong. If there are any questions or concerns that I have not been able to address, please don 't hesitate to call us at 800 999-9999, we are here Monday through Friday from 5:00 AM to 6:00 PM (PST).

Thank you again,

Ryuzaburo Eibun
Customer Relations Representative
Eibun Cafe

■日本語訳

● Thank you so much for taking the time to write to us.
お時間を割いてご連絡くださり、ありがとうございます。

● I am truly sorry that you had such a disappointing visit because of the poor customer service you received.
当店の接客サービスが悪くてがっかりされたとのこと、誠に申し訳ございません。

● This is obviously not the experience we want you to have at our stores.
当店は、もちろん、お客様がこのような体験をされることを望んでおりません。

● I want you to know that we take your concerns seriously and that I will share this not only with departments here in our corporate office, but also with the manager of the Los Angeles store to address this.
私どもは、お客様のご懸念を真剣に受け止め、この件について弊社内の各部門だけでなく、ロサンゼルス店のマネージャにも伝達して対応させていただきます。

● I would love to invite you back into our stores for the chance to make up for a visit that you did not enjoy.
お客様の不快な思いに対して埋め合わせをさせていただけるように、もう一度ご来店いただきたく存じます。

● What I will do is mail you some beverage coupons so that your next drink will be on us.
次のご来店時に飲み物が無料になるように、数枚のビバレッジクーポンを郵送させていただきます。

● Thank you so much for giving us the opportunity to fix something that is wrong.
弊社の至らぬ点を改善するための機会を賜り、誠にありがとうございます。

● If there are any questions or concerns that I have not been able to address, please don't hesitate to call us at 800 999-9999, we are here Monday through Friday from 5:00 AM to 6:00 PM (PST).
ご質問や、私が対応できていないご懸念などがございましたら、ご遠慮なく800 999-9999までお電話ください。弊社の営業時間は、月曜から金曜までの午前5時から午後6時(太平洋標準時)でございます。

● Thank you again,
今後ともよろしくお願い申し上げます。

※ 英和翻訳: EDP(http://www.eijiro.jp/

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