商务英语写作7日投诉与索赔.ppt

2024/9/81BUSINESS WRITING商务英语写作商务英语写作2024/9/82 Chapter 7 Routine Claims and Adjustment 日常投诉与理赔2024/9/83Introduction nIdeal casenIn an ideal business transaction, everything is done and checked carefully with details of orders and offers, the quality of the goods supervised, and delivering of the goods prompt and accurate. No mistake is made and nothing is wrong. nProblematic CasenHowever, errors do sometimes occur. Customers sometimes receive the goods of inferior quality or wrong ones. They may receive seasonal orders too late to be useful or profitable. Or they may find the goods damaged, missing or short. Under such conditions and many others, customers may make a complaint or file a claim against the supplier.2024/9/842024/9/85Claims: good or bad news?nGenerally, complaints and claims situations are bad-news situations. When the news is bad, a letter in the indirect order is usually appropriate. But claim letters can be divided into two groups: routine claims and persuasive claims. (possibly because of guarantees, warranties, or other contractual conditions)routinepersuasive2024/9/86nAssume that a request will be granted quickly and willingly, so such letters are most effective in the direct order, for most business people want to please their customers. When customers aren’t pleased, businesses want to know about it and to make necessary adjustment.nAnyhow, making complaints and claims is not a pleasant business and needs to be well planned and documented. How can your complaints and claims receive best adjustment you desired?2024/9/87Guidelines: nBegin directly. Tell what is wrong. nIdentify the situation (invoice number, product information, etc.) in the text. Describe the story in a clear and organized way.nPresent enough facts to permit a decision. nName specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply.n End positively, friendly but firm.2024/9/88Rules for Writing Complaints and Claims1. Complain or claim immediately.2. Address the reader politely.3. Explain the problem clearly by providing specific details.4. Make a specific request.2024/9/810Letter A Claim on the Wrong Component Dear Mr. Phillips: Would you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for. On June 14, we purchased the office communication system XP5645 from your sales representative John Windsor. As your file may show, we paid $4,500 for it, which is $200 more than for XP5030. That payment includes free installment and 6 months trial period.2024/9/811 The software you sent us operated well at the beginning, but the system refused to work after two weeks. After careful examination, we found what you sent us is for XP5030, not for XP5645 we purchased. I called Mr. Windsor that same day, June 28. He said he was busy negotiating with another client at another city. He promised to arrange people to replace it. Six days has passed, but nothing happens. It is urgent that you adjust the issue by sending2024/9/812 personnel to replace the software and install the system again. The collapse of the system has caused serious problems in our normal operation. The replacement is expected no later than June 30. Please call me at 02-30-5422818 any time before 4 p.m. I’m confident that you are serious about the matter. If I haven’t received your call by 12:00 on Thursday, June 30, I will reluctantly turn this issue to my lawyer for actions against you. We appreciate your prompt action. Sincerely yours,2024/9/813Adjustment : good newsnWhen you get a complaint or claim, you may either grant an adjustment or reject it depending on the circumstances. When you grant an adjustment, the situation is a happy one for your customer. You are correcting an error. You are doing what you were asked to do. As in other positive situations, a letter written in the direct order is appropriate.  AdjustmentsSlogan----Settle the problem and keep the customer!Suggestions: n 1. Reply promptly Promptn 2. Show understandingn 3. Be tactfuln 4.Serious yet Courteous2024/9/815The direct-order plan follows these general steps:nBegin directly—with the good news.nIncidentally identify the correspondence that you are answering.nAvoid negatives that recall the problem.nRegain lost confidence through explanation or action.n End with a friendly, positive comment.2024/9/816Letter B Letter of Adjustment Dear Mrs. Williams: Your repaired video game is being returned by UPS, and you should receive it within a week. Skilled engineers made your video game almost as good as new. Recently Pace Electronic has acquired the assets of Four Star Games and has become responsible for repairs under warranties. Now you can be assured of prompt and reliable service. Any future repairs can be made by one of the dealers of our expanded network (see enclosed sheet).2024/9/817 Also enclosed is a brochure showing some of our exciting new products, as well as Four Star’s old favorites. You can order by mail, using the order form in the brochure, or call 1-800-877-PACE. We look forward to helping you enjoy your video game. Sincerely, Paul Bilenikoff Technical Services Enclosures2024/9/818Questions for Comprehension1. What kind of order does claim letter adopt?2. How does the author of adjustment begin his/her letter?3. Do the claim clearly state the problems?4. How does each author arrange the body of his/her letter?5. Is the tone of each letter polite and considerate?6. How does each author end his/her letter?7. What’s the purpose of each letter?8. Does each letter state clearly its explanation?9. What’s your impression on these letters?10. Sum up the requirements for writing routine claims and adjustments. 2024/9/819Direct Claim Letter Dear Good Vibes: You call yourselves Good Vibes, but all I’m getting from your service is bad vibes! I’m furious that you have your salespeople slip in unwanted service warranties to boost your sales. Contrast n Poor1. 发泄不满发泄不满2. 抱怨对方销售人员的过失。

抱怨对方销售人员的过失 Good Vibes 良好的共鸣,好感 2024/9/820 When I bought my Panasonic VCR from Good Vibes, Inc, in August, I specifically told the salesperson that I did NOT want a three-year service warranty. But there it is on my VISA statement this month! You people have obviously billed me for a service I did not authorize. I refuse to pay this charge. 4.自己对问题的态度自己对问题的态度3. 问题产生的过程问题产生的过程2024/9/821 How can you hope to stay in business with such fraudulent practices? I was expecting to return this month and look at CD players, but can you be sure that I’ll find an honest dealer this time? Sincerely,5. 对对方提出怀疑。

对对方提出怀疑6. 表示自己可能再次购买表示自己可能再次购买, 暗示对方这次要诚实暗示对方这次要诚实fraudulent practices徇私舞弊；欺诈徇私舞弊；欺诈 2024/9/822 1201Lantana. Court Lake Worth, FL33461 September3, 2012 Mr. Sam Lee, Customer Service Good Vibes, Inc. 2003 53 rd Street West Palm Beach, FL33407 Dear Mr. Lee: Please credit my VISA account, No.0000-0046- 2198-9421, to correct an erroneous charge of $299. n Improved1. 提出请对方改正错误的方法。

2024/9/823 On August 8， I purchased a Panasonic VCR form Good Vibes, Inc. Although the salesperson discussed a three-year extended warranty with me, I decided against purchasing that service for $299. However, when my credit card statement arrived this month, I noticed an extra $299 charge from Good Vibes Inc. I suspect that this charge represents the warranty I declined.2. 详述问题发生的过程和及其可能原因2024/9/824 Enclosed is a copy of my sales invoice along with my VISA statement on which I circled the charge. Please authorize a credit immediately and send a copy of the transaction to me at the above address. I’m enjoying all the features of my Panasonic VCR and would like to be shopping at Good Vibes for a CD player shortly. Sincerely, Keith Cortez Enclosure3. 提出具体改正方法。

4. 表扬产品性能，表达再次光顾的愿望2024/9/825n这是一封因对方误收服务费提出投诉的信函写这封信的目的,主要是让对方退回误收的款项第一封信开头段就表示强烈的不满情绪，整片在抱怨，指责对方，使用的负面语言如bad vibes， furious，以及 fraudulent practices等，语气太重了，不利于双方友好感情，无助于问题的解决主体段简要地说明了抱怨的理由，指出问题---收取了作者未授权的服务费用，因而要求退付，信函中没有提及账户以及金额，为了搞清楚这些， 对方可能不得不花一些时间第二封信，在开头就明确要求对方在Visa 账户贷记299元，以改正错误的收费并给出Visa账号读者一看就知道要求他做什么，然后讲明问题发生的过程，同时附上销售发票和Visa账单，处处体现为对方着想，结尾，赞扬产品的性能，暗示对对方的信任，有利于双方的友好感情的维系，为自己接下去购买CD做了铺垫2024/9/8262. Letters of Adjustment Dear Keith Cortez I am sorry to know that you are angry with us for the mistake our salesperson made. After receiving your letter I checked the matter. The salesperson supposed that you wanted the three-year extended warranty service, so he included additional $299 in the charge. I am sorry for the mistake and the incontinence that has caused you. I hope you can understand and am looking forward to your early reply. Sincerely yours Tony Lee Sales manager n Poor 1. 为错误道歉。

2.解释问题产生的可能原因3.为错误再次道歉4.希望对方理解，并盼望回复2024/9/827 Dear Keith Cortez $299 has been credited to your VISA account, No.0000-0046-2198-9421 this morning. Mr. Cortez, it is true that the extra $299 charge was for a three-year extended warranty. I am sorry for the mistake our salesperson made in the transaction. Though according to some customers, spending $299 for the service may save you $500 for repair charge in the future, your decision should be respected and executed. Mr. Cortez, We are glad you are enjoying all the features of your Panasonic VCR, and expect to provide you with a CD player that you will like best. Sincerely Tony Lee Sales manager nImproved1.告知错误已经得到纠正。

3. 暗示销售人员并无恶意, 故意忽视对方决定2. 说明问题产生的原因 4. 提及产品性能,进行促销 2024/9/828n这是封答应退回多收取的服务费的理赔信对对方来说，这是个好消息，一般应采取直接法写作第一封信的开头不太明确，在道歉，但道歉的理由含混主体段讲明原因，但没给品名和账户结尾再次道歉信中始终没有提及纠正错误的办法，反复道歉对对方来说没有意义第二封信开头就告诉对方，改正错误的具体做法，退299元然后讲明事情发生的可能原因, 即包括三年的超期维修对用户来说是划算的，暗示销售人员这样做也是为你好， 既然你不需要，我们尊重你的选择结尾，提及对方对已购买的VCR的满意之处，并期望为对方提供最令他们满意的CD信的作者既满足对方的要求，又促销了自己的产品 2024/9/829 Claim OpeningnWould you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for.1. 提出请对方改正错误的方法2024/9/830nThe consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples. nThe consignment arrived yesterday, but on checking the materials with the samples you sent us, we are surprised to find that they do not match each other. Their quality seems inferior to the samples, so they do not meet our customers’ requirement.2. 点名问题。

3. 具体阐明问题所在2024/9/831nWe haven’t got the personal computers we ordered on June 3. nOn June 3, we placed an order for ten sets of personal computers. When we discussed the matter on delivery, you promised that it would be made before June 20. However, it is 10 days past the deadline, and your goods still have not reached us. 1.点名问题2.详述问题2024/9/832Adjustment OpeningnThe correct consignment of the clothing material will reach you within 20 days. 1. 告知错误已经纠正2024/9/833nThank you for your letter of March 3rd and we will take care of your broken-down sewing machines. 1. 感谢对方来函。

2. 表明接受对方的投诉2024/9/834nYou call yourselves Good Vibes, but all I’m getting from your service is bad vibes! nI’m furious that you have your salespeople slip in unwanted service warranties to boost your sales. 1. 发泄不满2. 抱怨对方销售人员的过失2024/9/835nPlease credit my VISA account, No.0000-0046-2198-9421, to correct an erroneous charge of $299.nOn August 8， I purchased a Panasonic VCR form Good Vibes, Inc. Although the salesperson discussed a three-year extended warranty with me, I decided against purchasing that service for $299. However, when my credit card statement arrived this month, I noticed an extra $299 charge from Good Vibes Inc. I suspect that this charge represents the warranty I declined.1. 提出请对方改正错误的方法。

2. 详述问题发生的过程和及其可能原因2024/9/836nI am sorry to know that you are angry with us for the mistake our salesperson made. nAfter receiving your letter I checked the matter. The salesperson supposed that you wanted the three-year extended warranty service, so he included additional $299 in the charge. 1. 为错误道歉2.解释问题产生的可能原因2024/9/837n$299 has been credited to your VISA account, No.0000-0046-2198-9421 this morning. nMr. Cortez, it is true that the extra $299 charge was for a three –year extended warranty. I am sorry for the mistake our salesperson made in the transaction. nThough according to some customers, spending $299 for the service may save you $500 for repair charge in the future, your decision should be respected and executed. 1.告知错误已经得到纠正。

2. 说明问题产生的原因3. 暗示销售人员并无恶意, 故意忽视对方决定2024/9/838Useful Sentence Patterns2024/9/839A. Claims 1. Describe the problem1) On examination, we found all the goods were wetted. 经检验，我们发现所有的货物都已受潮2) We checked some of the items and found they were in damaged condition. 我们检查了部分产品，发现它们已严重受损3) It contained articles different from what we have ordered. 这批货物与我们订购的物品不符4) The goods we ordered from you on June 6 haven’t arrived yet. 我们6月6日订购的货物至今仍未到达5) The quality of this lot of goods is so far below the standard that we cannot use them for our purpose. 这批货物的质量远远低于标准，我们无法使用。

2024/9/8406) We are disappointed to find that the items delivered don’t match the samples. 我们遗憾地发现所运货物与样品不符7) Your incorrect delivery has caused a great deal of trouble to us. 你们的错误给我们带来了巨大的麻烦8) Delivery of the goods ordered on March 3 is now considerably overdue. 3月3日订购的货物的交付时间现已逾期甚久9) The goods are not up to the standard. 货物没有达到标准10) We regret that only 20 sets have been received to date whereas our order indicates 25. 我方非常抱歉地通知您，迄今为止我们只收到了20台货物，而我们订购的是25台2024/9/841n2. Name specific actions to remedy the problem1) Would you please send someone to repair it today? 您能今天就派人来修理吗？2) Please send us the replacement no later than June 20. 请于6月20 日之前将替换品送来。

3) We would like someone to come and fix it now. 我们希望现在有人来进行修理4) Please look into this matter at once and let us know the reasons for the delay. 请立即对此事进行调查，尽早通知我们迟延的原因5) We hope that the goods will be sent immediately. 希望货物即刻发运2024/9/842n3. Courteous demand for action1) We shall be glad to learn from you that you are preparing to make some allowance for the damage. 希望贵方能对我方造成的损失做出补偿2) We would be much pleased that the case be settled on an amicable basis. 诚望此事友好解决3) In view of our friendly business relations, we are sure that the matter will be settled appropriately. 鉴于我们之间友好的业务关系，我方相信此事定会得到妥善解决。

4) We are looking forward to a satisfactory conclusion of the matter. 我方期待此事有一个令人满意的结局5) Your quick dispatch will be most appreciated. 请尽快发运，我方不胜感激2024/9/843n4. Strong demand for action1) If you cannot deliver the goods within ten days, we’ll reluctantly turn this matter to our attorney. 如果在10日内不能送达货物，我们不得不付诸法律2) Unless your assignment reaches us no later than... , we will cancel our order. 除非你们的货物在……前到达，我们将取消订单3) If you cannot provide qualified goods within 3 days, we’ll ask for a refundment. 如果在3日内不能提供合格产品，我们将要求退还货款。

4) You’ll have to make compensation for all our costs. 你们要赔偿我们的全部损失5) I hereby inform you that I am lodging a formal complaint with your company. 特此通知贵方，我公司将正式投诉贵公司2024/9/844B. Adjustment (beginning)1) ... should reach you in three days... ……应该在三天内达到你处2) The attached check for... is Newton’s way of assuring you that your satisfaction is very important to us. 通过随信所寄的……支票，牛顿公司向您保证您的满意对我们十分重要3) By... (time), your three Dove Bicycles should reach you at... shop. 在……日之前，您订购的三台飞鸽牌自行车将到达……商店。

2024/9/845Patterns and Substitutionsn1. The quality of the goods shipped against our order No. 9823 has been found not in conformity with the agreed specification.我们发现，根据我方第9823号订单运来的货物质量与议定规格不符2024/9/846Patterns and Substitutionsn2. On comparing the goods received, we were surprised to find that theyn-are not the same as your sample.n-are not up to the sample we received from you.n-do not agree with the original patterns.n-have not turned out to our satisfaction.2024/9/847Patterns and Substitutionsn3. Upon examination, we found thatn-several bales were seriously damaged owing to negligent packing.n-16 boxes were split open.n-you have sent us a substitute article instead of what we ordered.2024/9/848Patterns and Substitutionsn4. We much regret that we have to complain about the way in which the consignment just received has been packed.来货刚刚收到，但我们对这批货的包装不得不提出投诉，深感遗憾。

2024/9/849Patterns and Substitutionsn5. We have examined the goods duly received and foundn-the packing was soaked.n-half the goods broken (torn, beyond repair, unusable, unsaleable)n-Case No. 3 & No. 6 are broken and their contents badly damaged.n-35 pieces were missing the rest unfit for use.2024/9/850Patterns and Substitutionsn6. We very much regret to point out that a shortage in weight of 430 lbs. was noticed when the food arrived.我们遗憾地指出，食物到达时发现短重430磅2024/9/851Patterns and Substitutionsn7. After inspection, we found thatn-your shipment of our order No.123 was short in weight.n-there is a shortage of 535 kilos, though the packing remains intact.n-Case No. 32 only contains 25 toy cars instead of 55 on the packing list.2024/9/852Patterns and Substitutionsn8. We have to inform you that the DVD sets we ordered from you last month have not arrived here, nor have we heard anything from you concerning the shipment.我们不得不通知你方，上月我们所订购的DVD机尚未到货，亦未收到你方关于该货的任何消息。

2024/9/853Patterns and Substitutionsn9. In view of this, we have no other choice but to return the faulty sets to you and must ask you to replace them.鉴于这种情况，我们只好将有缺陷的几套退回，请务必予以调换2024/9/854Patterns and Substitutionsn10. Under these circumstances, wen-have to return the goods to you at your expenses.n-request you to dispatch a duplicate shipment within one month.n-are sending you a list of the inferior goods for your replacement.n-shall hold the goods at your disposal pending your reply.2024/9/855Patterns and Substitutionsn11.It is clear, however, that we are entitled to some compensation, and we should be glad to hear of the allowance you prepare to make to meet the case. 然而，我公司享有要求赔偿的权利，我们希望了解你方准备给予的补偿金额，以解决此事。

2024/9/856Patterns and Substitutionsn12. Our customers say that they would oblige us by retaining these goodsn-if you will reduce the price, say, by 15%.n-at a reduction of 12% on the invoice amount.n-if you can allow us a 5% compensation.2024/9/857obligento do a service or favor for施恩惠于，帮助nThey obliged us by arriving early.n他们来帮了我们一个大忙2024/9/858Patterns and Substitutionsn13. We are compelled, therefore, ton-lodge claims on the shipment ex S.S. “Kunlun” as follows:n-make a claim against you for USD 70,000.n-request you to make up for the loss of USD 234,152 we sustained.2024/9/859ex S.S. “Kunlun”n由“昆仑”号轮船运来。

ex表示由…船装运来，per 指由…船装运出口nS.S. 为steamship的缩写 2024/9/860Claimnto lodge / file / enter / make / raise a claim against / with sb. on a certain shipment for a certain reason for amount of moneyn对某批发货由于某种理由向某人提出索对某批发货由于某种理由向某人提出索赔金额为赔金额为…2024/9/861ClaimnBuyers have lodged a claim on this shipment for RMB 10,500 yuan for short weight. n由于重量不足，买方对这批货索赔人民币由于重量不足，买方对这批货索赔人民币10,500元nWe have already raised a claim against the insurance company for $3,100 for damage in transit. n因货物运输中受损，我们已向保险公司提出要求赔因货物运输中受损，我们已向保险公司提出要求赔偿偿3,100美元。

美元2024/9/862Practicen假设你公司从假设你公司从 Brother Industries, Ltd.公司购买了公司购买了2,000台台XL-2600 型缝纫机型缝纫机货到后发现其中货到后发现其中78台严重损坏，检验台严重损坏，检验报告表明该破损是由包装不当所致报告表明该破损是由包装不当所致现写信给卖方要求对方换货，并补偿现写信给卖方要求对方换货，并补偿人民币人民币4,500元2024/9/863Patterns and Substitutionsn1. We have received your letter of 2nd April, and very much regret the delay in delivering the goods.我们已收到你方4月2日来信，对于货物交付过程中的耽搁深感抱歉2024/9/864Patterns and Substitutionsn2. On investigation, we find that the mistake was indeed made in the packing due to confusion of numbers.2024/9/865Patterns and Substitutionsn3. We have arranged for the right goods to be dispatched to you at once and shall be obliged if you will send back the wrong cases. 2024/9/866obligento make indebted or grateful使感谢或使感谢或感激感激nI am obliged to you for your hospitality.n我很感谢你的款待。

我很感谢你的款待2024/9/867Patterns and Substitutionsn4. We are arranging Mr. Cheng to call on you later this week to compare the materials supplied with the samples from which you ordered them.我们将安排程先生本周晚些时候拜访你们，以便把所提供给你方的布料和你方据以订货的样品相比较2024/9/868Patterns and Substitutionsn5. Our check for USD 3,000 has been airmailed to you today in settlement of your claim for short-weight of 500 lbs.今已航空邮寄出3000美元支票一张，以支付你方对短重500磅的索赔2024/9/869Have a good day!。