商务英语函电 教学课件 作者 方宁 王维平 Chapter 11.ppt

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1、CHAPTER11COMPLAINTS&CLAIMSStructureBusinessknowledgeTheStudyofLettersCase1Case2Case3Case4HomeworkcomplaintsandclaimsWhatiscomplaintandclaimLetterconcerningcomplaintsandclaimscomplaintlettersBeginbyregrettingtheneedtocomplain.Giveadetailedpresentationoffactstoexplainwhatiswrong.Stateyourreasonsfo

2、rbeingdissatisfiedandaskforanexplanation.Refertotheinconveniencecaused.Suggesthowthemattershouldbeputright.ReplyingtocomplaintsExpressyourthanksfortheletterreceived.Apologizefortheinconveniencecaused.Indicatewhatstepsyouaretakingtosetthematterright.Expressyourexpectationsforfurthercooperation.Ho

3、wtoMakeaClaimInformthereceiverofdetailsrelatedtothegoodstobeclaimed.Makeclearwhatyourclaimis.Requesttheaction:areplacement,repair,refundorcompensation.RepliestoclaimsBeginbyexpressingyourregretandpromisetoputthematterright.Statebrieflythereasonforthemishap.Letthereceiverknowwhatactionshavebeenta

4、ken.Endyourletterwithassuranceanddesireforfuturedevelopment.浙江华达化学有限公司（ZhejiangHuadaChemicalCo.,Ltd.）是一家专门生产并出口过氧化物的跨国公司，总部设在美国。公司主要产品为DCP，该产品熔点比较低，熔化后容易结块，从而会影响后续产品的质量，所以对运输和包装要求很高。日本Kayaku贸易公司（KayakuTradingCo.）是一家专门从事化工品进口的公司，与浙江华达化学有限公司有着长期的业务往来。Case1NextPage某天，该公司客户Kita-NipponElectricCableCo

5、.,Ltd.的人员在对华达公司发来的DCP进行检查时发现部分产品有结块现象，于是,Kayaku公司的科林·迈耶先生与华达公司经理张斌联络有关退货及换货事宜。Case1KeyPoints1.DCP产品结块2.客户要求退货UsefulExpressions1．arrivein…condition2．makeacomplaint3．Cake4．cakinglump5．askforreplacement6．return…to7．takesth.back到达时的情况……抱怨结块结成的块状要求调换把……退回把……收回UsefulExpressions9.makeaninspection9．make

6、aninvestigation10．takemeasures11．reefercontainer检查,检验进行调查采取措施冷藏箱UsefulSentences1．WearewritingtocomplainabouttheshipmentofourorderNo.345for…receivedyesterday.2．Weregretverymuchthatitisnecessarytocomplainabout….3．Weregrettoinformyouthatthegoodsforwardedtousareinunsatisfactorystate.UsefulSentences4

7、．ReferringtoourorderNo.456,wehavetakendeliveryofthegoodswhicharrivedonS.S.RedStaratNewYork.5．Wehavetakendeliveryof…yousentus,butonexamination,weregrettofindoutthat…wereinaverydamagedcondition.UsefulSentences6．Weshallbegladto