国际贸易函电教学课件作者张干周Chapter 13 Complaints and Settlement.ppt

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1、国际贸易函电作者：张干周责任编辑：朱玲出版日期：2009年9月IDPN：308-2009-022课件章数：18Chapter13ComplaintsandSettlementTableofContents1.Introduction2.Specimens3.WritingTemplatesIntroductionCustomersmaymakeacomplaintorfileaclaimagainstthesupplier.Itmaybe:１.complaintofwronggoodsdeliver

2、ed;２.complaintofgoodsininferiorquality;３.complaintofdifferentquality;４.complaintofshipmentdamaged,short,ormissing;５.complaintofgoodsdelayedorbadlypacked.IntroductionTherulesforwritingcomplaints:１.Addressthereaderpolitely.Makesurethatyourletterispolitea

3、ndbusiness‐like.２.Regrettheneedtocomplain.３.Mentionthedateoftheorder,thedeliveryandthegoodscomplainedabout．４.Explaintheproblemclearlybyprovidingspecificdetails.Youshouldmakeitclearwhatyourgrievancesareandwhathasfailedtobedone.Refertotheinconveniencecau

4、sed．５.Makeaspecificrequest.Suggesthowthemattershouldbecorrected．IntroductionTherulesforreplyingtocomplaints:１.Takethecomplaintorclaimseriously.２.Explainwhathashappenedandwhyithappened.３.Askforanynecessarycooperationfromthecustomer.４.Donotshirkresponsib

5、ility.Ifyouarewrong,youshouldadmityourmistakeandapologizesincerely.Ifthetroubleiscausedbyotherpeople,youmaypromisetocontactthemandresolvetheproblems.５.Endwithafriendly,positivecomment.SubtitleSpecimensComplainingaboutInferiorQuality+ReplyComplainingabo

6、utLateDelivery+ReplyComplainingaboutShortWeight+ReplyWritingTemplatesClaimacceptedClaimrejectedComplaintWritingTemplates---ComplaintWritingTemplates---ClaimacceptedWritingTemplates---Claimrejected谢谢！谢谢