国际商务英语写作教学课件作者管春林 Chapter 9 Complaints ，Claims and Adjustments.ppt

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1、国际商务英语写作作者：管春林责任编辑：杜玲玲出版日期：2010年7月IDPN：308-2010-23课件章数：17Chapter9Complaints，ClaimsandAdjustmentsChapter9Complaints，ClaimsandAdjustments9.1Questionsfordiscussion9.2Backgroundinformation9.3Sampleletters9.4Analysisanddiscussion9.5Pointstoremember9.6Moreusefulpatterns9.1Questionsfo

2、rdiscussion（1）Asfarasyouknow，whatmightbethecausesforcomplaints？（2）Whataretobenotedbysellerswhentheyaredealingwithacomplaint？（3）Isitnecessaryforsellerstogointoalongstoryofhowthemistakewasmade？Why？9.2BackgroundinformationAnimportermaymakeacomplaintbecauseofoneofthefollowingproble

3、ms：（1）Thewronggoodsmayhavebeensent．（2）Thequalitymaynotbesatisfactory．（3）Thegoodsmayhavebeendelivereddefected，damagedorlate．（4）Thepriceschargedmaybeexcessive，ornotasagreed．（5）Thedeliverymaybedelayed．（6）Thewrongbilledinvoicehasbeensent．（7）Thedeliveryismixedup．9.3SamplelettersPlea

4、sereadthefollowingsampleletterstoseehowtheyarewordedandstructuredtomakecomplaints，claimsandadjustments．9.4AnalysisanddiscussionWhatarethecommoncomponentsoftheseletters？Essentialelements（1）Referringtothereceiptoftheorder（2）Lodgingcomplaintsorclaims（3）Proposingasolution（4）Endingt

5、heletterrespectfullyandimplyingthatmoreordersmayfollowiftherequirementsaremet．QuestionHowaretheselettersstructured？Basicelements（1）Acknowledgementofreceivingtheletterofcomplaintorclaim．（2）Expressionsofregretorapologynomatterwhetherthewriter’scompanyistoblamefortheunhappyoccurre

6、nce.（3）Statementoftheinvestigationresult.（4）Anexplanationforthematter．（5）Offerforcompensation9.5Pointstoremember（1）Makeacomplaintorclaimimmediately．（2）Complaintsshouldbemadeinarestrainedandtactfulwaysothatfuturebusinessrelationshipsarenotjeopardized．（3）Explaintheproblemclearlyb

7、yprovidingspecificdetailsasavaguecomplaintwillalmostalwaysfail．（4）Makeaspecificrequest．（5）Strongertermsmaybeusedinfollow-upcomplaintsifthecomplainerfailstogetareplyorasatisfactorycorrectionfromtheothersidewithinareasonabletime．QuestionDoyouagreetotheaboveopinions？Somesuggestion

8、s（1）Treatthecomplaintorclaimseriously.（2）Giveexplanati