商务英语函电 教学课件 作者 王维平chapter 9chapter 9.ppt

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1、Chapter9ComplaintsandClaimsContentsLearningAims1BackgroundInformation2CaseStudy3Homework4LearningAimsexplainthecommoncausesforcomplaintsandclaims;learnhowtomakecomplaintsandclaims;learnhowtoreplytocomplaintsandclaims;understandrulesandproceduresforwritingcomplaintsandclaims;acquaintyours

2、elveswithsomenamesofchemicalproducts.Question:Underwhatconditionsshouldcustomersmakeacomplaintoraclaimagainstthesupplier?2kindsofcomplaintsorclaimsbeingfrequentlymadebybuyers:(1)Thegenuinecomplaintorclaim,whicharisesfromoneofthefollowingsituations:•Thewronggoodsmayhavebeensent•Thequalit

3、ymaynotbesatisfactory•Theshipmentmayhavebeenfounddamaged,shortorlate2kindsofcomplaintsorclaimsbeingfrequentlymadebybuyers:(2)Thecomplaintusedasexcuses:RulesforWritingComplaintsandClaims1.Beginimmediatelyandclearly.Tellwhatiswrong.2.Identifythesituation(invoicenumber,productinformation,

4、etc.)inthetext.Describethestoryinaclearandorganizedway.3.Presentenoughfactstopermitadecision.4.Namespecificactionstocorrecttheproblemandpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.5.Endpositively—friendlybutfirm.Theusualstepsofmakingacomplaint(1)Beginbyregrettingtheneedto

5、complain.(2)Giveadetailedpresentationoffactstoexplainwhatiswrong.(3)Stateyourreasonsforbeingdissatisfiedandaskforanexplanation.(4)Refertotheinconveniencecaused.(5)Suggesthowthemattershouldbeputright.Howtoreplytocomplaints(1)Expressyourthanksfortheletterreceived.(2)Apologizefortheinconven

6、iencecaused.(3)Indicatewhatstepsyouaretakingtosetthematterright.(4)Expressyourexpectationsforfurthercooperation.Theusualstepsofmakingaclaim(1)Informthereceiverofdetailsrelatedtothegoodstobeclaimed.(2)Makeclearwhatyourclaimis.(3)Requesttheaction:areplacement,repair,refundorcompensation.H

7、owtoreplytoclaims(1)Beginbyexpressingyourregretandpromisetoputthematterright.(2)Statebrieflythereasonforthemishap.(3)Letthereceiverknowwhatactionshavebeentaken.(4)Endyourletterwithassuranceanddesireforfuturedevelopment.Case1Case2Case3Case4Case5CaseStudyCase1日本Kayaku贸易公司客户