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1、2021/9/19Chapter7AdjustmenttoClaimLetters2021/9/19Warm-UpExercises:在已给出的单词中选择恰当的单词填空(1)Wehavebeentransacted____JohnSmith&Co.formorethan30years.(2)Weshouldbepleasedtofinalizethefirsttransactionwithyoubutyoushouldhelpus____bringingdownyourprice.(3)Theinf
2、eriorqualityofyourshipmentcausesustolodgethe_____.(4)Asthereisnodirectsailing___yourport,theshipmenthastobedelayeduntilnextmonth.settlement,claim,claim,refer,with,to,to,to,alternative,compensation,bybywithclaimto(5)Wecannotbeartheresponsibilityforlated
3、eliveryandyoushouldsubmityour_____totheshippingcompany.(6)OurcustomerspreferArt,No.468____Art,No.469astheformerissellingquicklyhere.(7)Amicable_______ofadisputeispreferabletoalawsuit.(8)Wehaveno________buttoaskfor_________tocoverourloss.settlement,clai
4、m,claim,refer,with,to,to,to,alternative,compensation,byclaimtoalternativecompensationsettlement1.Discussion:Workingroupoffour.Choosethe fivebestsuggestionsfromthefollowingadvicelists.DealingwithcustomercomplaintsShowthecustomeryouarelisteningbychecking
5、thatyouunderstand.Allowthecustomertoshowtheiremotionsiftheyareupsetorangry.Makesureyougetfulldetailsoftheproblem.Summarizeandmakesurethatthecustomerunderstandwhatyouhavesaid.Donotenduparguingwiththecustomer.Concentrateonthesituationnotthepersonalities.
6、Trytofindoutwhatresultthecustomerwants.Tellthecustomerwhatyoucanandcannotdo.2021/9/192021/9/19Isacomplaintalwaysabadthing?2021/9/19Dealingwithacomplaint多数供货商都愿意了解顾客投诉的原因，以便进行相应的调查、解释，并纠正错误。这种积极的做法有助于维持良好的商业关系，避免失去客户。另一方面，顾客的投诉也可以帮助供货商发现自己在产品或服务尚有待改进之处。
7、2021/9/192.TipstofollowItisappropriatetoassumethatcustomersareright.Makeapromptreply.Iftheissueisunderinvestigationandyoucannotgiveacompleteansweratonce,youshouldensurethemthattheywillhaveonesoon.Befirmbutpolitetounreasonablecomplaints.Avoidoffendingth
8、eotherparty.Ifyouareatfault,youshouldapologizeandadmitthefault.Statewhatmeasureshavebeentakenorwillbetakentosolvetheproblem.2021/9/193.PatternsandSubstitutions1.Wehavereceivedyourletterof2ndApril,andverymuchregretthedelayindeliveringthe
