邮件原文如下：
A Letter of Appreciation for Continued Outstanding Customer Service
David M. Dorfman, Teacher
Ameson American High School Program
Yixing High School
Mr. Jiang Jun, President
ICBC Yixing Branch
Wednesday, December 31, 2014
Dear Mr. Jiang,
I am writing to you as a customer of ICBC. I've been a customer since I first arrived in China a year and a half ago. I'm a teacher at Yixing High School in the International Department. We are teaching students who intend on studying in the United States at the University level. Our program is focused on a U.S. based curriculum, that includes Advanced Placement (college level courses) while students are still in high school.
I share these details because I have been a teacher of economics for a number of years, and one of the many focuses of the AP Economics course I teach is knowing and understanding good business practices, such as in the banking industry... The primary concept being, "We are all consumers!"
I have been using your branch almost since I arrived for making money transfers for savings purposes back to the United States. Your employee, Ms. Liu Yiayao has assisted me at least a dozen times over the last year and half to make these financial transfers both easy and reassuring. She has a wonderful customer service focus and truly goes out of her way to assist the customer in any way that she can to make them feel both comfortable and secure in their financial matters. Of course, in your industry, that is an essential character quality for success and growth. And simply put, Ms. Liu represents all the positive qualities of an outstanding banker!
I share this reflection to you today because 2 weeks ago I was in your branch to deal with a different matter, and it happened that Ms. Liu was in the lobby area where I was, and as typical of her nature, she went out of her way when she recognized me to help communicate to her colleagues what I needed. (Her English is excellent, and since my Mandarin is almost non-existent, she was again incredibly helpful at that moment). While talking with her briefly, she shared that she was no longer going to be working in that international department of your branch upstairs, and would be taking on new duties.
All I can say is that I will miss her services, and I also know that she will do outstanding work in whatever she does in your industry. I always teach the concept that we should recognize and praise outstanding customer service as consumers when we receive it...
As I'm sure you're aware, to often we complain when something is wrong with either service or a product we purchase, but rarely "praise" someone when they do something extraordinarily well. In this case, I want to make sure that Ms. Liu is recognized and praised for doing exactly that - - doing her work extraordinarily well to satisfy customer need! You are very fortunate to have her on your staff.
Thank you most appreciatively sir for your time to read my expressed feelings of appreciation.
Yours truly,
David M. Dorfman
邮件译文如下：
一封感谢信----致贵行一如既往的优质服务
大卫 多尔夫曼，教师
埃姆森美国高中项目
宜兴中学
蒋俊行长
中国工商银行宜兴支行
2014．12．31 周三
蒋行长，
您好，在一年半以前，我第一次来到中国，从那时起我就有幸成为了宜兴工商银行的客户。我在宜兴中学国际交流部担任教师，负责教授那些打算去美国读大学的高中学生，我们的教学项目都是基于美国本土的课程，其中包括大学预修课。
我之所以跟您分享这些细节，是因为多年来我一直是一名经济学老师，而在预修经济学课程中，最重要的即是感知和体验优秀的商业实践，那在银行业主要的概念必然是“如何作为消费者来体会卓越的金融服务！”
我经常到贵行去办理境外汇款业务，将钱汇给远在美国的家人进行储蓄。在过去的一年半时间里，您的员工刘懿瑶小姐，至少帮助过我十几次之多，她每次都能帮我安全快捷地将钱汇到境外。她的服务相当出色，可以说很赞，在保证客户资金财产安全的前提下，她凭着自身的特色服务去帮助客户解决难题、攻克难关，让客户感到舒心、满意。在银行业，这些服务品质当然是银行人成功和成长所必须具备的，然而，从刘小姐身上，我看到了一名杰出的银行人所应有的正能量！
在两周之前，我去贵行办理一项其他业务，正巧刘小姐也在大堂，她认出了我，出于一贯热情服务的优秀品质，她立即跑过来与我们交流，帮助我和她的同事克服语言不畅所带来的困扰。（她的英语是极好的，我又压根儿不会汉语，因此，那一刻她的出现真是雪中送炭）。在与她的短暂交流中，我了解到她将要迎接新的岗位，而不再处理国际业务了。
总之，我会想念她的优质服务，我也相信她在贵行的各个岗位必定会绽放光彩。在我的课程中，我也时常教学生们，作为消费者，当我们感受到杰出服务的时候，应该及时肯定并赞扬他们的闪光点。
我确信您也意识到了以下情况：人们时常抱怨自己所购买的服务或产品有问题，而在真正优质的服务和产品面前，却又鲜有赞扬的话语。因此，我要写信给您，及时地肯定刘小姐一丝不苟、贴心周到地服务客户，满足需求的服务精神！能拥有刘小姐这么赞的员工，蒋行长您是幸运的。
蒋行长，感谢您用宝贵的时间来了解我对贵行的感激之情。
大卫 多尔夫曼
宜兴工行蒋俊行长表示：感谢大卫 多尔夫曼先生对我行服务工作的肯定！感谢刘懿瑶和她的员工同事们！在2014年的最后一天，我行的服务工作赢得了国际友人的赞赏和肯定，为我行在2014年度以创“千佳”为主题的优质服务工作画上了一个让人欣慰的句号。雄关漫道真如铁，而今迈步从头越，在崭新的2015年，在充分发挥“千佳”式服务标准的基础上，我行的服务任务更重，要向更高的服务标准看齐，努力争取赢得越来越多的国人和国际友人的赞许。始终坚持“形象升级、服务升级、体验升级”的千佳网点打造思想，贯彻“可持续、有质量、有效率、有保障”的内涵式发展经营理念，以“全国文明规范服务千佳示范单位”和“五星级网点”的创建工作为契机，打造“宜兴特色现代金融服务样板店”,努力提升客户满意度与服务美誉度，实现网点服务的全面升级。