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《商务英语函电教程》Unit 12 投诉受理与处理

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商务英语课程课件Unit 12 Complaints Adjustments-PPT课件

商务英语课程课件Unit 12 Complaints Adjustments-PPT课件

If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of "on the first grounds, to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned.
1.Read the following tips for making complaints.
Tips for Complaints
1) Complain as soon as possible. 2) Find out about your legal rights. Are there any laws or regulations that can help you? 3) Pay attention to all printed information you have about the case, such as ads, brochure,
documents — and use them to ask for what you want. 6) Be polite. You'll get better, and maybe quicker, results if you explain the problem and ask
for a resolution without resorting to anger or threats. 7) Be prepared to negotiate realistically. 8) Keep good records. Note the names of people you talk to, as well as the dates, times and
商务英语函电unit 12 claim letters

商务英语函电unit 12 claim letters


The clocks complained about are part of the batch of five hundred supplied to our order No 908 of April 2. This order was placed on the basis of a sample clock left by your representative. We have ourselves compared the performance of this sample with that of a number of the clocks complained about and there is little doubt that many of them do not tell the right time.（详细解释状况）
We regret being unable to accept your suggestion to...(很遗憾不能接受你方......的 建议)
We can not but...(我们只能......)
4. 希望表示希望继续与对方的合作关系。 （Wishing to cooperate with the reader again）
Sincerely,
Sample letter 2: Buyer lodging a claim for inferior quality
Dear Sirs:
Our order No.098 of 9 March for plastics has now been delivered. We have examined the shipment carefully and, to our great disappointment, find that they are not of the quality we ordered.
外贸英语函电Unit 12 Complaints and Claims

外贸英语函电Unit 12 Complaints and Claims


When making a complaint, plan your letter as follows:
• 1. Begin by regretting the need to complain and mention the goods complained about. • 2. State your reasons for being dissatisfied and ask for an explanation. • 3. Refer to the inconvenience caused. • 4. Suggest how the matter should be put right. • 5. Close courteously with a request for prompt action.
• Letter 1 Complaint Concerning Quality of Captioned Goods
• Dear Sirs, • Sub: Printed Shirting • We have recently received a number of complaints from customers about your printed shirting. The printed shirting clearly does not match the samples you left with us.
Unit 12 Complaints and Claims
投诉和索赔
complaints are usually of the following four kinds:
• 1. The buyer should file complaints against the seller for compensation within the stipulated time in the contract the earliest possible if the loss results from the violation of the seller; • 2. The seller lodges claims with the buyer for compensation if the loss is caused by the buyer; • 3. If the loss falls within the coverage of the insurance company, the party sustaining losses should lodge his claim with the insurance company; • 4. If the shipping company is responsible for the loss, the party involved should lodge his claim with the shipping company.
chapter 12 Complaints and Claims 《外贸英语函电》PPT课件

chapter 12 Complaints and Claims 《外贸英语函电》PPT课件

declaim巧辩, 演讲, 高声朗读 A preacher stood declaiming in the town center.
12
Basic Knowledge
proclaim宣布, 声明, 显示, 显露 His accent proclaimed him a Scot. /His accent will give him away. proclaim a public holiday disclaim放弃, 弃权, 拒绝 She disclaimed ownership of the vehicle. exclaim呼喊, 惊叫, 大声叫 He exclaimed that it was untrue.
4
Basic Knowledge
If I wanted a crimson深红色的car and it proved to be maroon栗 色的in color this might, or might not , amount to such a serious difference that it amounted to a breach of the whole contract. The less important type of undertaking called a warranty. A warranty does not go to the root of the contract, so I cannot claim breach of contract, but it does entitle me to compensation for breach of warranty.
17
3.except A, besides A
Nobody was late except me.(Only I myself was late,the others are punctual.) Five others were late besides me. (Six were late)
外贸英语函电Unit 12 Complaints and claims

外贸英语函电Unit 12 Complaints and claims


Make the demand itself. State it clearly, specifically and completely. Write a totally positive closing, one that tactfully expresses our confidence that the demand will be met.
我们向船运公司提出索赔，以补偿损失(vi.)
We claimed on the shipping company for the recovery of the loss
由于短装，我方提出索赔2050美元(vt.)
We claim US 2050 for short shipment
Ⅱ. Tips to Write a Good Complaint
Write a relevant opening that is as positive as it can reasonably be under the circumstances, one that avoids an angry or arrogant tone. State our case as we see it, and as we would like our reader to see it. Describe the detailed situation that has necessitated our communication, that is, the reasons why demand is needed.
向某人提出索赔

Claim with/against sb Claim on sth Claim / for account of Accept/settle/entertain 受理
Unit12

Unit12

essential adj. 基本的；必要的； eg. I do not know whether you realize it, but this condition is essential to us. 我不知道你是否了解，但是，这个条件对我们是必要的。ຫໍສະໝຸດ Key Expressions
the third time 第三次 in the last twelve moths 在过去的12个月中 short-ship v. 短装，短数 eg. Can we short-ship 5 tons? 我们可以少装5 吨吗？
he do;
Key Expressions
How to write a letter to complain and claim for the short weight.
take delivery of 提货 =make delivery of 交货 eg. You may go to the wharf and take delivery of the goods. 您可以到码头提货。
Key Expressions
check v 核对，检查 eg. We should be glad if you can check and make sure if all this 1000 cartons have been shipped. 如果贵方能检查并确保1000箱货物已装船，我方将不胜感激。 On checking the goods 在检查货物之后 请看类似的表达方法： On going over the goods After examination the consignment Upon opening the box On the checkup
对外经贸函电课程课件 Unit 12 Complaints and Adjustments

对外经贸函电课程课件 Unit 12 Complaints and Adjustments


Rules followed in dealing with a complaint:
(1) Decide whether the complaint is justified. If yes, admit it readily, express your regret and promise to put things right. (2) If no, point out politely. To refuse the claim offhand is not a good policy. (3) If a complaint can’t be dealt with promptly, first acknowledge it. Tell the other party that you will look into it and send a full reply later. (4) Complaint should be treated seriously and investigation should be made thoroughly.
Letter 1 (Complain about the Wrong Delivery)
Situation 感谢及时交货。 买方提货后发现，有一箱内物与其他不同， 非所订之货，所以推测该箱货属于其他订单 项下。 由于所订的刀具是一个产品系列，缺失将导 致不完整，希望卖方尽快寄送缺失的型号。 随信附箱内物清单，货物听候处置。
The importer has filed a complaint with our corporation about poor packing of the goods. 进口商为货物的不良包装向我公司提出抱怨。
国际商务函电Unit 12 claim and settlement

国际商务函电Unit 12 claim and settlement



LOGO
Part Two
Steps/Contents 1. Acknowledging the receipt of the incoming letter and expressing your regrets for what being complained about Typical Expressions With reference to your letter dated... we are deeply sorry over the unfortunate incident. 关于贵方……日 的来信,我们对信中提及的这一不幸事件深表遗憾｡ We have received your letter of... with great regret learning that... 贵方……的来函已收悉,我们非常遗憾 地获悉…… After going into the matter we find that... 在深入调查事件后我们发现……
Other Commonly Used Expressions and Sentences
Sample Letters
Practical Training

LOGO
Part One
1. The Purpose of Making Complaints The party making complaints aims at either the improvement of current products /services of their business partner, e.g. a supplier or a carrier, or the compensation for the losses caused by the wrongdoings of the business partner. Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.
世纪商务英语-外贸函电unit 12 Complaint, Claim and Settlement

世纪商务英语-外贸函电unit 12 Complaint, Claim and Settlement

The transportation claim is raised by the shipper/consignor or owner of the shipped goods against the carrier. When, for instance, the cargo shipped is found with damage or imperfection after its arrival at the port of destination while the original Bill of Lading issued by the carrier indicates the word of “Clean”, such a claim will then be lodged. Another typical reason for this kind of claim is the shortage of goods compared with the volume in the B/L.
▪ Part Four
Sample Letters
▪ Part Five
Practical Training
2020/12/13
Part One
1. The Purpose of Making Complaints The party making complaints aims at either the improvement of current
products /services of their business partner, e.g. a supplier or a carrier, or the compensation for the losses caused by the wrongdoings of the business partner. Sometimes the two goals are combined when the party receiving complaints not only accepts the compensation request but also promises to deliver a better job in the future.
外贸英语函电Unit 12 Complaints and Claims[精]

外贸英语函电Unit 12 Complaints and Claims[精]


within next week to examine the faulty materials.
• If the quality of the materials delivered is found
inferior to that of the sample, you can rely on us
• 1. Begin by regretting the need to complain and mention the goods complained about.
• 2. State your reasons for being dissatisfied and ask for an explanation.
• 3. Refer to the inconvenience caused. • 4. Suggest how the matter should be put right. • 5. Close courteously with a request for prompt
action.
RULES in dealing with a complaint or a
• From what you say it seems possible that some
mistake has been made in the dispatch of the
materials meant for you. And we are arranging
for our representative in Parபைடு நூலகம்s to call on you
to replace the unsold part of the batch, and we
外贸英语函电Unit 12 Complaints and Claims

外贸英语函电Unit 12 Complaints and Claims

• 4. If the shipping company is responsible for the loss, the party involved should lodge his claim with the shipping company.
When making a complaint, plan your letter as follows:
• Yours faithfully,
• Letter 2 Reply Accepting Complaint
• Dear Sirs, • Re: Printed Shirting • We are sorry to learn from u find our printed shirting supplied to your order of 10 May not up to the sample.
• 2. The seller lodges claims with the buyer for compensation if the loss is caused by the buyer;
• 3. If the loss falls within the coverage of the insurance company, the party sustaining losses should lodge his claim with the insurance company;
• The printed shirting complained about is part of the batch of 100 pieces of 50 yards supplied to our No. AD108 of May 10. We have ourselves examined some of the printed shirting complained about and there is little doubt that some of them are shrinkable and others not color fast.

《实用商务英语写作教程》课件Chapter 12 Reply to Complaint


Sample letter 1—goods delivered wrongly
• Dear Ms Roswell • Thank you for your letter regarding the mistake with your order (number 5920-887). As I said in our telephone conversation yesterday
How to Respond to the Complaint Letter
When responding to a customer complaint, it’s important to make sure your tone is specific:
• Respond specifically to the issues brought up by the customer. • Provide a specific apology that acknowledges any mistakes on your end. • State exactly what you intend to do to make it right. • Propose how you will improve the customer’s experience in the future.
• This morning we shipped the shortfall of 100 OPPO H135 earphones via FedEx, as you requested in our conversation. They should arrive no
later than the afternoon of October 13, 2018. I would also like to offer you a 5% discount on your next orders, as a sign of our commitment to customer satisfaction.

商务函电电子教案12 申诉与索赔

英语商务函电
第十二章 申诉与索赔 Chapter 12 Complaints and Claims
授 课 计 划
课型 课题 教学目的
讲练 课时 4 班级 申诉与索赔 了解并掌握有关申诉与索赔信函的格式及写作特点 日期
教学目标
知识点 因包装不当提出索赔信函的格式及 写作特点 理解 ▲ 应用 ▲ 重点掌握 ▲
→常见搭配：
sustain a loss 蒙受损失 sustain a defeat 遭受失败 deduct vt. 减去，扣除 deduct the damage from the payment 从付款中扣除损害赔偿费
朗读
Reading Aloud
Please read the specimen letters.
练习 Exercises
Please do Exercises I and II.
第二节 因延迟交货提出申诉
Section 2
Complaints about Late Delivery
Language Points in the Specimen Letters
…two months has passed ……两 个月已经过去 ★注：表示时间的名词虽然用复数 形式（如two months），但可 作为整体看待，谓语动词仍用 单数形式（如has passed）。 又如： Three days was a short period, during which I was impressed by your hospitality. inconvenience vt. 给……带来不便； 给……添麻烦 We are sorry to have inconvenienced you due to our late delivery. non-execution of our order 未履行订单 non-delivery of goods 未交货 non-profit-making institutions 非赢利机构 performance of S / C 履行销售合同 S / C （= sales contract） 销售合 同 常见搭配： perform (execute / fulfil / carry out) a contract 履行合同 break (violate / breach) a contract 违反合同 exhaust vt. 用完，用尽 He has exhausted his supply of petrol.

商务英语函电 Unit 12

Commodity: Corduroy Art. No. 632& 633 Color: Brown Price: No.632 goes for US$ 10 each yard; No.632 goes for US$ 10 each yard Date of delivery: Aug.19th, 2017
Response to general inquiry
Dear Sirs, We welcome your inquiry and thank you for your interest in our products. We have been in this industry for 15 years and manufacture a wide range of gifts and toys items for kids in which we think you may be interested. A copy of our illustrated catalogue is being sent to you today, with samples of gift and toy items for kids. We would be grateful if you would follow our customary practice of payment. Hope to hear your reply soon. Adam Lynch
Kindly send list of FOB prices in USD, competitive prices MOQ and method of delivery. In order to acquaint us with the material and workmanship of your products, we shall be pleased if you send us your catalogues, samples and all necessary information.

商务英语函电unit 12 claim letters[精]


2. 说明此差错带来的不便或损失，以使你的 投诉或索赔更有力；（A statement of the inconvenience or loss that hs resulted from this error. This strengthens your argument） The materials are quite unsuited to...(货物很 不适合......) These goods are entirely useless to us...(这些 货物对我们毫无用处......) This has caused us much inconvenience...(这 给我们带来了很大不便)
2. 解释问题出现的原因并表示同意索赔； （Explaining the reasons of the problem and expressing the wish to grant the claim）
It happened that...(事情是......)
Another thorough check-up reveals that...(再 次彻底检查发现......)
We regret being unable to accept your suggestion to...(很遗憾不能接受你方......的 建议)
We can not but...(我们只能......)
4. 希望表示希望继续与对方的合作关系。 （Wishing to cooperate with the reader again）
The wrong pieces may be returned...(发错的 货可以退回......)
We are prepared to make you a reasonable compensation.(我们准备给你方合理的赔偿)

外贸函电Unit 12 Claim And Settlement

---------------------------------------------------------------最新资料推荐------------------------------------------------------ 外贸函电Unit 12 Claim And SettlementUnit 12Claim And Settlement1/ 26Reasons of Complaints? The wrong goods have been sent; ? The goods have been delivered damaged or late; ? The quality is not satisfactory; ? The prices charged are not as agreed; ? The buye rs try to escape from their contracts…---------------------------------------------------------------最新资料推荐------------------------------------------------------ Outlines of making a complaint? Begin by regretting the need to complain. ? Mention the date of the order, the date of delivery ad the goods complained about. ? State your reasons for being dissatisfied and ask for an explanation. ? Refer to the inconvenience caused. ? Suggest how the matter should be put right.3/ 26Rules to deal with a complaint? The first thing that has to be decided is whether the complaint is justified. ? If so, then you have to admit it readily, express your regret and promise to put the matter right. ? If the complaint is not justified, point out politely and in an agreeable manner. It would be a wrong policy to refuse the claim offhand. ? If you cannot deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later. All complaints should be treated as serious matters and thoroughly investigated.---------------------------------------------------------------最新资料推荐------------------------------------------------------ Letter 1Claim for Inferior Quality1. claim ? n.索款（作为赔偿、保险金等）；索要的金额索款（作为赔偿、保险金等）；）；索要的金额–––– claim for+原因 claim for+金额 claim on+标的（货物）标的（货物） claim against+对象? v.凭保单要求赔偿，索赔凭保单要求赔偿，–～ US $ 10,000 on the goods from the underwriters for improper packing5/ 26Letter 1Claim for Inferior Quality2.inspection certificate 检验证书 3.inferior to / superior to 4.have no choice but to do sth.---------------------------------------------------------------最新资料推荐------------------------------------------------------ Letter 1Claim for Inferior Quality5.amount to 总计，总达总计， ? The cost amounted to $250. ? Our information doesn't amount to much. 6.settle — settlement解决，解决，处理? to settle a dispute/ an argument/ an issue清偿，清偿，结算? to settle a claim ? Please settle your bill before leaving the hotel.7/ 26Letter 2Settlements of the Above Claim1.with enclosure=enclosing 2.cannot/could not but不得不，只好不得不， ? I could not but admit that he was right and I was wrong.---------------------------------------------------------------最新资料推荐------------------------------------------------------ Letter 2Settlements of the Above Claim3.tender v. ~ sth. (to sb.)[fml.]正式提供或提出某事物? May I tender my services?~ (for sth.) 投标? Firms were invited to tender for the construction of the new motorway.9/ 26Letter 3Claim for Improper Packing and Shortweight1.discharge v./n. 卸货? Port of Discharge2.file a claim against sb. 向某人提出索赔? We now file a claim against you for late delivery.3.herewith 商业信函常用词，“同此函，随函” 商业信函常用词，同此函，随函” 4.survey report 检验报告---------------------------------------------------------------最新资料推荐------------------------------------------------------ Letter 4Settlements of the Claim for Improper Packing and Shortweight1.get into 调查 2.some 大约，大概（与数词连用）大约，大概（与数词连用） ? He spent some 12 years of his life in Africa. 3.be attributable to 归因于? The accident is attributable to the effects of the wet weather during the long sea voyage. 4.long-standing business relations11/ 26Letter 5Claims against an Insurance Company1.holder持有人持有人 2.Stg. — Sterling 3.encounter 遭遇 4.heavy weather 坏天气---------------------------------------------------------------最新资料推荐------------------------------------------------------ Letter 6Settlement from an Insurance Company1.survey certificate 检验证明 2.look into 调查 3.credit to one’s account 计入某人账户贷方，计入某人账户贷方，存入某人账户4.cover 弥补，支付弥补，13/ 26Sentence PatternsOn Claims and Settlements---------------------------------------------------------------最新资料推荐------------------------------------------------------ I. Make complaints1.to make (lodge, lay, file, raise) a complaint on/against/with sb. about sth.因某事向某人抱怨? The importer has filed a complaint with our Corporation about poor packing of the goods.15/ 26I. Make complaints2. to complain to sb.of (about) sth.向某人抱怨? We have to complain to you about the delay in shipment which has caused us much trouble.---------------------------------------------------------------最新资料推荐------------------------------------------------------ I. Make complaints3. to be not up to…达不到达不到…… 达不到 ? Your goods are not up to the standards commonly accepted.4. to correspond with (to be in conformity with) 与……一致一致 ? On examination we find that the consignment does not correspond with the original example.17/ 26I. Make complaints5. to be short by…短少短少 ? On opening the container we found that the goods were short by 20 cases. 6. to be (found) short weight by…短重短重 ? Your shipment of our Order No. 630 has been found short weight by 220 kilos.---------------------------------------------------------------最新资料推荐------------------------------------------------------ I. Make complaints7. to find…missing发现发现……丢失发现丢失 ? Much to our regret, after inspection of the consignment we found Art. No. A63 missing. 8. to be damaged被损坏被损坏? On opening the cases we found that 25 sets of video recorders had been damaged by sea-water, and seem to be a complete write-off（报废）. 报废）19/ 26II. Lodging claims1. to lodge (file, make, raise, submit, register, put forward, place) a claim on(against/with) sb.向某人提出索赔? Lodge的语气比其他几个词要重一些。

商务英语1000必备单词 Unit 12 ：Customer Complaints 客户投诉

商务英语1000必备单词Unit 12 ：CustomerComplaints 客户投诉学习英语中词汇是一个基本的入门，针对不同阶段的人群，需要学习词汇也是不同的，而在商务交往中对于词汇量有着更高的要求，那么关于商务交往中关于客户投诉都有哪些必备词汇呢?以下是我给大家整理的商务英语1000必备单词Unit 12 Customer Complaints 客户投诉，盼望可以帮到大家Unit 12 Customer Complaints第12单元客户投诉apologizeWe apologize for our mistake.愧疚;致歉我们对所造成的错误致上歉意。

break downThe printer is always breaking down.故障这台印表机老是故障。

claimThe claim was not approved by the insurance company.(保险)理赔;费用申请保险公司并未核准这项理赔。

complaintLets begin with the recent complaints about customer service that weve received.埋怨;不满我们就从最近客服部所接到的客诉开头争论。

criticismThe online auction company has been under intense criticism lately.批判这家线上拍卖公司近来饱受严峻批判。

defectiveYou can get refunds on any damaged or defective merchandise.瑕疵的;有缺陷的任何损坏或瑕疵商品皆可退款。

feedbackIm interested to hear your feedback regarding our products.看法反映我想听听您对我们产品的看法。

improveWhat could we do to improve our service?改进;改善我们能做什么来改善服务品质?invalidYour warranty is invalid without an official registration stamp.无效的您的保修单没盖官方注册章所以无效。

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General View
Generally speaking, complaints should not be necessary. In doing business, it is necessary to abide by contracts and everything should be done so carefully that no mistakes are made and nothing is damaged. Unfortunately, everything doe not always go as well as what we expect. Often due to many unforeseen factors, errors occur and goods are mishandled; accidents happen.
General View
General View
If the complaint is justified, you have to admit it readily, express your regret and indicate what steps the company is taking to put the matter right. If the complaint is not justified, point this out politely and in an agreeable manner. In that case, your letter should be written carefully. The key is not to make the customer feel that he is considered over-demanding in making his request, but to assure him that his complaint has been seriously considered and used facts to convince him of your position.
It is usually the hope of both sellers and buyer that any disputes between them be solved through discussion. However, if a satisfactory solution can not be reached between them after negotiation, a claim may be files to the court specified in the contract for arbitration. Complaints and claims can be often settled through friendly negotiation, arbitration or by law. Every complaint or claim requires a prompt answer or acknowledgement. Replies to complaint letters, often called letters of “adjustment,” should always be courteous, even if the complaints and claims are not justified.
Guidelines of Writing 2. Rules of adjustment and settlement
The following are the rules for replying to complaints and claims. (1)Take the complaint or claim seriously. (2)Explain what has happened and why it happened. (3)Ask for necessary cooperation from the customer.
As we need the articles we ordered to complete deliveries to our new customers, we must ask you to arrange for the dispatch of replacements at once. We attach a list of the contents of case No. 71, and shall be glad if you will check this with our order and the copy of your invoice. In the meantime we are holding the above-mentioned case at your disposal; please let us know what you wish us to do with it. Yours faithfully Ali Albert Encl. Survey report
Unit Twelve
Complaints claims adjustments
Learning Objectives
• After this Unit, you should be able to To describe complaint, claim, and adjustments To know how to make a complaint To understand claim practice
General View
All these may be result in subsequent complaints and claims of different characters. They may result from: 1）wrong goods delivered 2）shipment overdue 3）shipment damaged, or short 4）goods in inferior quality 5）goods badly packed
Hale Waihona Puke 1．Rules of complaint and claim
Guidelines of Writing
Complaints and claims are usually made by the importers who suffered losses against the exporters. A letter of complaints or claims should be written as follows: 1). Begin by regretting the need to complain or claim. 2). Mention the details of the goods complained about, including the name of the goods, the order and contract number, the date of delivery, etc. 3). State the reasons for being dissatisfied and ask for an explanation. 4). Refer to the inconvenience caused. 5). Suggest how the matter should be settled.
Specimen Letters-2 (Settlement of wrong delivery) February 18, 2008 Dear Sirs, Your Order No 43120 per s. s. “Isabella” Thank you for your letter of February 10 informing us that the consignment was delivered promptly. We appreciate your straightforwardness in pointing out that case No.71 did not contain the goods you ordered. On going into the matter we find that a mistake was indeed made in the packing through a confusion of numbers, and we have arranged for the right goods
Guidelines of Writing
(4)Do not shirk responsibility. If you are wrong, you should admit your mistake and apologize sincerely. You can state that you will never try every effort to prevent the error from happening again, but the trouble is caused by other people, you may promise to contact them and resolve the problems. (5)End with a friendly, positive comment.
to be dispatched to you at once. Relative documents will be mailed as soon as they are ready. Please keep case No. 71 and its contents until called for by our Commercial Counsellor’ s Office, whom we have informed of the matter accordingly. We were sorry for the trouble caused you by the error and wish to assure you that care will be taken in the execution of your further orders.