外贸英语函电Unit 12 Complaints and claims.ppt

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1、Unit12ComplaintsandclaimsIntroductionWhatiscomplaint?Astatementthatasituationisunsatisfactoryorunacceptableorthatsomeonehasdonesthwrong.Whatisclaim?Anapplicationforcompensationunderthetermsofaninsurancepolicy.Inbusinessactivities,nomatterhowperfectanorganizationmaybe,Complaintsfromthec

2、ustomersarecertaintoarise.Handlecomplaintsorclaimsinaccordancewiththeprincipleof“onthefirstgrounds,toouradvantageandwithrestraint”IntroductionVt.ClaimUS$10,000(fromsb)Vi.Claimonsb.向某人提出索赔Claimforsth.索赔的原因Poorpacking劣质包装Shotshipment短装Inferiorquality质次Damage货物受损Breakage破损N.Lodge/file/reg

3、ister/raise/makeaclaim向某人提出索赔Claimwith/againstsbClaimonsthClaim/foraccountofAccept/settle/entertain受理Notes:claim①n.索款lodgefileraiseregister②v.索赔◆claimUS$10,000onthegoodsfromtheunderwritersforimproperpacking.aclaimfor+原因for+金额on+货物against+对象(指人)Question:Underwhatconditionsshouldcustomer

4、smakeacomplaintoraclaimagainstthesupplier?Ⅰ.Typesofcomplaints1.genuinecomplaintthewronggoodsmayhavebeensentthequalitymaynotbesatisfatorythegoodsmayhavebeendelivereddamagedorlatethepricechargedmayhaveexcessive,ornotasagreed2.falsifiedcomplaintsnolongerwantthegoodsfindtheycangetthegoodsc

5、heaperelsewhereOutlinesofmakingacomplaintBeginbyregrettingtheneedtocomplainMentionthedateoforder,thedateofdeliveryandthegoodscomplainedaboutStatereasonsforbeingdissatisfiedandaskforanexplanationRefertotheinconveniencecausedSuggesthowthemattershouldbeputrightⅡ.TipstoWriteaGoodComplaintW

6、ritearelevantopeningthatisaspositiveasitcanreasonablybeunderthecircumstances,onethatavoidsanangryorarroganttone.Stateourcaseasweseeit,andaswewouldlikeourreadertoseeit.Describethedetailedsituationthathasnecessitatedourcommunication,thatis,thereasonswhydemandisneeded.Makethedemanditself.

7、Stateitclearly,specificallyandcompletely.Writeatotallypositiveclosing,onethattactfullyexpressesourconfidencethatthedemandwillbemet.Howtowritealetteraboutclaims?AcknowledgereceiptofthegoodsDetailsofcomplaintsReasonsforbeingdissatisfiedProofandrelativedocumentsSuggestionforsettlement,s