资源描述：
《国际商务英语函电ppt课件.ppt》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。
1、CHAPTERXIIComplaints,ClaimsandSettlementObjectives:Afterlearningthischapter,youwill1.Graspbasictermsrelatedtocomplaintsandclaims.2.Learnthewayofwritingcomplaintsandclaims.3.Befamiliarwiththestyleofthecomplaintandclaimletters.4.Identifytheapproachofwritingcomplaintandclaimletters.Lesson31Complaintabo
2、utInferior QualityLesson32ClaimonLateDeliveryLesson33SettlementofComplaintIntroductionGenerallyspeaking,complaintsshouldnotbenecessary.Inidealbusinessconditions,everythingshouldbedonesocarefully,withdetailsofoffersandorderschecked,packingsupervised,handlingofgoodscarriedoutexpertly,thatnomistakesare
3、madeandnothingisdamaged.Unfortunately,complaintsorclaimsmaysometimesariseinspiteofourwell-plannedandcarefulworkintheperformanceofasalescontract.Asyouknow,nothinggoesaswellasweexpected.Often,duetomanyunforeseenfactors,errorsoccurandgoodsremishandled;accidentshappen.Allthesemayresultinsubsequentcompla
4、intsofdifferentcharacters.Regardlessofcharactersofcomplaints,themakingofcomplaintsisanunpleasantbusinessandneedstobewellpreparedandwelldocumented.Otherwise,businesswouldbecomeunprofitableandpointless,andthefuturebusinessrelationshipmaybejeopardized.Acomplaintorclaimletterrequestssomesortofcompensati
5、onfordamagedmerchandise,unsatisfactoryquality,wrongdelivery,orbeingovercharged.Whilemanycomplaintscanbemadeinperson,somerequireformalbusinessletters.Therearemanywaysinthesettlementofaninternationaltradedispute.Normally,amicablesettlementorconciliationisthefirstchoicebecauseitsavestimeandcostandgoodb
6、usinessrelationsaremaintained.Ifamicablesettlementdoesnotleadtoasatisfactoryresult,thepartiesconcernedmayseekforarbitrationinwhichthearbitrationawardshallbefinalandbindingtobothparties.WritingTipsWhenmakingacomplaint,thelettershould:1.Expresstheregret;2.Informthereceiverofthesubjectmatter,suchasorde
7、r,contractnumberanddate;3.Tellhimdirectlywhyyouarenotsatisfied;4.Giveyoursuggestionsandhopeforanearlyreply.Ifyoureceiveacomplaint,youshouldmakeaninvestigation.Ifthecomplaintisreasonable,justadmititrea
