商务英语函电课件答案 李蕾ISBN 9787566301185 PPT wordUnit 10 Complaints & Adjustment.ppt

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1、UnitTenComplaints&AdjustmentPartOne:TeachingAims&Requirements1.Helpstudentstolearnandmasterkeywords,phrasesandsentencepatternsaboutcomplaintsandadjustment.2.Helpstudentstolearnsomeadditionalsentencepatternsaboutcompliantsandadjustment.3.Helpstudentstograsptheway

2、sofwritingcomplaintsandrepliestocomplaints.PartTwo:BackgroundKnowledgeIninternationalbusiness,claimsdonothappenineverytransactionbutoftenoccur.Sometimeswhenthelossisnotserious,thepartysufferingthelossmaynotlodgeaclaimforcompensation.Instead,hewritesacomplainttoc

3、alltheotherparty’sattentiontoavoidingthismatterhappeningagain.I.Thetypesofcomplaints1.Thegenuinecomplaint,whicharisesfromoneofthefollowingsituations:1).Thewronggoodsmayhavebeensent.2).Thequalitymaynotbesatisfactory.3).Thegoodsmayhavebeendelivereddamagedorlate.4)

4、.Thepriceschargedmaybeexcessive,ornotasagreed.2.Themarketcomplaint,whicharisesfromsomecomplaintsthatarenotbasedonrealreasonablecausesbutfromevilintentions.1).Thebuyerfindsfaultwiththegoodsasanexcusetoescapefromtheircontractobligations.2).Thebuyerdoesn’twantthego

5、odsanylongerbecausehehasfoundthathecangetthematcheaperpricesorbecausethemarketconditionofthesegoodsisdecliningathisend.Ⅱ.Tipsforwritingacomplaintletter1.Whenwewriteacomplaintorclaim,thefollowingstepsmustbeobserved:1).Tellingthefactswhichcausedthecomplaint.2).Cit

6、ingthefactsreasonably,notbeingswayedbyemotions.3).Thedescriptionoffactsshouldbeconcrete,suchasquotingthefilenumber,thedateofdelivery,thegoodsconcernedetc.4).Analyzinganypossibleimpacts.5).Suggestingawaytosettletheissue.6).Hopingforanearlysolutionoftheproblem.2.W

7、henwewriteareplytothecomplaintorclaim,followtheunder-mentionedguidelines:1).Confirmingreceiptofthecomplaintorclaimandgiveitananswerasquicklyaspossiblenomatterwhetherthereisatimelimitornot.2).Expressingthankstotheoppositeparty’sattentiontothematter.3).Showingregr

8、etforwhathashappenedandsincerewishforresolvingtheproblem.4).Promisingtolookintothemattercarefully.5).Whenacceptingtheoppositeparty’sdemand,putforwardtheprincipleforse