商务英语：售后调查

一、了解产品问题
在现场调查时，我们需要找到相关负责人，并了解用户反馈的具体问题以及产品详情。
关键词：
allergy 过敏，itchy 发痒的，blotch 斑点，complaint 投诉，batch number 批号
举个例子：
One customer who bought your facial cleansers from our store reported a skin allergy. He said he got itchy blotches on his face.
一位顾客从我们商店购买了洗面奶，发现皮肤过敏。他说他脸上起了斑点，并且发痒。
Yesterday, a customer came to complain about the short filling of a bottle of shampoo she’d bought here and just now we received another complaint, exactly the same.
昨天一位顾客来投诉，她在这里买的一瓶洗发水容量不足，刚才我们又收到了同样的投诉。
Both of them are of the same mix and batch number.
都是相同的配料和批号。
二、询问销售详情
在现场调查时，我们需要详细询问相关问题产品的销售情况以及库存情况，以便调查清楚后进行相关处理。
关键词：
QC (Quality Control) 质量控制，inspector 监控员，stock 库存
举个例子：
We have altogether sold a little over 500 bottles and received one complaint so far.
到目前为止，我们已经卖了500多瓶，收到一份投诉。
We've had no other complaints and it is unusual.
我们目前还没有收到过其他投诉，这很奇怪。
Our QC inspectors have found five bottles short of filling in our stock.
我们的质量监控员发现仓库里有五瓶不足量的洗发水。
三、说明后续安排
在了解详情后，我们需要向对方说明后续安排，向对方表示一定会调查清楚，以让对方对产品保持信心。
关键词：
defective 有缺陷的，sample 样本，cause 原因，look into 调查，manufacturer 制造商
举个例子：
I'll take these defective samples back to the company, if you don't mind, so we can get on with our investigation.
如果你不介意的话，我要把这些次品带回公司，以便我们继续调查。
I will report to our Production Department right away. They will investigate the causes.
我会马上向产品部汇报。他们将调查原因。
It'll take us a while to look into it because we’ll have to report back to the manufacturer.
我们得花点时间调查一下，因为我们需要向制造商传达一下情况。