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1、CHAPTERXIIComplaints,ClaimsandSettlementObjectives:Afterlearningthischapter,youwill1.Graspbasictermsrelatedtocomplaintsandclaims.2.Learnthewayofwritingcomplaintsandclaims.3.Befamiliarwiththestyleofthecomplaintandclaimletters.4.Identifytheapproachofwritingcomplaintandclaimlette
2、rs.Lesson31ComplaintaboutInferior QualityLesson32ClaimonLateDeliveryLesson33SettlementofComplaintIntroductionGenerallyspeaking,complaintsshouldnotbenecessary.Inidealbusinessconditions,everythingshouldbedonesocarefully,withdetailsofoffersandorderschecked,packingsupervised,handl
3、ingofgoodscarriedoutexpertly,thatnomistakesaremadeandnothingisdamaged.Unfortunately,complaintsorclaimsmaysometimesariseinspiteofourwell-plannedandcarefulworkintheperformanceofasalescontract.Asyouknow,nothinggoesaswellasweexpected.Often,duetomanyunforeseenfactors,errorsoccurand
4、goodsremishandled;accidentshappen.Allthesemayresultinsubsequentcomplaintsofdifferentcharacters.Regardlessofcharactersofcomplaints,themakingofcomplaintsisanunpleasantbusinessandneedstobewellpreparedandwelldocumented.Otherwise,businesswouldbecomeunprofitableandpointless,andthefu
5、turebusinessrelationshipmaybejeopardized.Acomplaintorclaimletterrequestssomesortofcompensationfordamagedmerchandise,unsatisfactoryquality,wrongdelivery,orbeingovercharged.Whilemanycomplaintscanbemadeinperson,somerequireformalbusinessletters.Therearemanywaysinthesettlementofani
6、nternationaltradedispute.Normally,amicablesettlementorconciliationisthefirstchoicebecauseitsavestimeandcostandgoodbusinessrelationsaremaintained.Ifamicablesettlementdoesnotleadtoasatisfactoryresult,thepartiesconcernedmayseekforarbitrationinwhichthearbitrationawardshallbefinala
7、ndbindingtobothparties.WritingTipsWhenmakingacomplaint,thelettershould:1.Expresstheregret;2.Informthereceiverofthesubjectmatter,suchasorder,contractnumberanddate;3.Tellhimdirectlywhyyouarenotsatisfied;4.Giveyoursuggestionsandhopeforanearlyreply.Ifyoureceiveacomplaint,youshould
8、makeaninvestigation.Ifthecomplaintisreasonable,justadmititrea
