商务英语写作实训pptChapter课件6 Lettersfor Complaints.ppt

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1、LettersforComplaints&AdjustmentsContentsComposingYourMessageReferenceExpressionsSampleLettersWritingYourMessageCheckYourselfComposingYourMessageComposingacomplaintletterONETWOFOURTHREEOpening---backgroundinformationoftheproblemdateplaceFocus---detailedinformatio

2、noftheproblemwithproductworkservice---possiblereasonsAction---requirementforresolvingtheproblem---acceptabletimelimittowaitforasolutionClosing---anticipationforareply---appreciationthehelpSampleStudyopening:statingwhen,whereandwhatFocus:statingtheproblemclearlya

3、ndobjectivelyAction:statingwhatyouwantClosing:settingaspecifictimeforthemtorespondWritingTipsforComplaintsandClaimsComplainorclaimimmediatelyAddressthereaderpolitelyExplaintheproblemclearlyandobjectivelyMakeaspecificrequestStrongertermsmaybeusedinyourfollow-upco

4、mpaints.ComposinganadjustmentletterPart31.reviewthecomplaintandtheactionyouaretaking,2.makingsureyourresponseisappropriatePart2Part1Organizeinindirectapproach---thankfulness/goodnews---detailedexplanation---actionsbeingornotbeingdonewithanexplanation---apology&w

5、ishoffuturecontactProofreadforapositivetoneSampleStudystartingwithathank-younoteandacknowledgeyourfaultswithasincereapologystatingthecorrectionyouwillmakeorcompensationyouwillofferendingonapositivenotebyencouragingfuturebusinesswithyourcompanyReferenceExpression

6、sForComplaintsandClaims---OpeningsThegoodsweorderedfromyouon…havenotyetbeendelivered.Deliveryofthegoodsorderedon…isnowconsiderablyoverdue.Thankyouforyourletterdated…,informingusoftheshipmentofourorder.Oncheckingthegoodsreceived,wefoundthat…Weregrethavingtoreport

7、thatwehavenotyetreceivedthegoodsorderedon…Weregrettoreportthatoneofthecasesofyourconsignmentwasbadlydamagedwhendeliveredon…UsefulCentralSentenceStructures---OnQualityWewouldbegladtoknowwhatyouproposetodointhematter,aswecannotusethemforourpurpose.Wetrustyouwilld

8、oyourbesttohavethismatterstraightenedoutatonce.Wehavetoclaimonyoufor$500.00.SinceitisagreedthatwehavetherighttorejectthegoodswhentheyaredisqualifieduponexaminationbyC