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1、高等学校英语拓展系列教程 主编 胡英坤车丽娟 外语教学与研究出版社 Chapter7 RoutineClaimsandAdjustments 日常索赔与理赔函 Chapter I Introduction 1 Routineclaims 7 2 Adjustments RoutineClaimsandAdjustments Chapter 7 1 Routineclaims Claimletterscanbedividedintotwogroups routineclaimsandpersuasiveclaims Routineclaims usuallybackedbyacontract a
2、guarantee orthecompany sreputation assumethatarequestwillbegrantedquicklyandwillingly sosuchlettersareveryeffectiveiftheproblemisdirectlystated RoutineClaimsandAdjustments Chapter 7 Comestraighttotheproblematthebeginning Tellwhatiswrong Describetheproblemclearlyandprovideanynecessaryinformation invo
3、icenumber productinformation etc Presentenoughfactstohelpthecompanytomakeadecision Namespecificactionstodealwiththeproblem andpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply Endwithpositive friendlybutfirmwords WritingPrinciples 1 Routineclaims RoutineClaimsandAdjustments Chapter 7 2 Adju
4、stments Whenyougetaclaim youmayeithergrantanadjustmentorrejectit dependingonthesituation Whenyougrantanadjustment yourcustomerwillsurelywelcomeit soaletterofadjustmenttalkingabouttheissuedirectlyisappropriate RoutineClaimsandAdjustments Chapter 7 Begindirectlywiththegoodnews Identifythecorrespondenc
5、ethatyouareanswering Avoidnegativesthatrecalltheproblem Regainlostconfidencethroughexplanationoraction Endwithafriendly positivecomment WritingPrinciples 2 Adjustments RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis LetterA AclaimonthewrongcomponentDearMr Phillips Wouldyouimmediatelyreplacet
6、hevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor OnJune14 wepurchasedtheofficecommunicationsystemXP5645fromyoursalesrepresentativeJohnWindsor Asyourfilemayshow wepaid 4 500forit whichis 200morethanXP5030 Thatpaymentincludesfreeinstallmentandasix monthtrialperiod Thesoftwareyousentusopera
7、tedwellatthebeginning butthesystemrefusedtoworkaftertwoweeks Aftercarefulexamination wefoundwhatyousentusisforXP5030 notforXP5645wepurchased IcalledMr Windsorthatsameday June28 Hesaidhewasbusynegotiatingwithanotherclientinanothercity Hepromisedtoarrange Tobecontinued RoutineClaimsandAdjustments Chap
8、ter 7 II SampleAnalysis LetterA Aclaimonthewrongcomponent Continued peopletoreplaceit Sixdayshaspassed butnothinghappens Itisurgentthatyousendpersonneltoreplacethesoftwareandinstallthesystemagain Thecollapseofthesystemhascausedseriousproblemsinournormaloperation ThereplacementisexpectednolaterthanJu
9、ne30 Pleasecallmeat 021 5422 anytimebefore4 00p m I mconfidentthatyouareseriousaboutthematter IfIhaven treceivedyourcallby10 00a m thisThursday Iwillreluctantlyturnthisissuetomylawyerforactionsagainstyou Weappreciateyourpromptaction Sincerelyyours AlexHill RoutineClaimsandAdjustments Chapter 7 II Sa
10、mpleAnalysis LetterB AletterofadjustmentDearMrs Williams YourrepairedvideogameisbeingreturnedbyUPS andyoushouldreceiveitwithinaweek Skilledengineersmadeyourvideogamealmostasgoodasnew RecentlyPaceElectronichasacquiredtheassetsofFourStarGamesandhasbecomeresponsibleforrepairsunderwarranty Nowyoucanbeas
11、suredofpromptandreliableservice Anyfuturerepairscanbemadebyoneofthedealersofourexpandednetwork seeenclosedsheet Alsoenclosedisabrochureshowingsomeofourexcitingnewproducts aswellasFourStar soldfavorites Youcanorderbymail usingtheorderforminthebrochure orcall800 877 Hopeyouenjoyyourvideogames Sincerel
12、y PaulBilenikoffTechnicalServicesEnclosures RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis 1 Dothelettersusedirectorderorindirectorder 2 Howdotheauthorsbeginthetwoletters 3 Howdotheauthorsarrangethebodyofthetwoletters Key 1 Bothlettersusedirectorder 2 Thefirstlettercomesstraighttotheproblem
13、whilethesecondbeginswiththegoodnews 3 Thefirstonedescribetheproblemclearlyandnamespecificactionstodealwiththeproblem thesecondonegivesexplanationandoffersactiontoregainloseconfidence Questionsforcomprehension RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis 4 Isthetoneofeachletterpoliteandcon
14、siderate 5 Howdotheauthorsendthetwoletters 6 Canyousumupthewritingprinciplesofroutineclaimsandadjustments Key 4 Yes bothlettersarepoliteandconsiderate 5 Thefirstletterendswithpositivebutfirmwordswhilethesecondendswithafriendlywish 6 Foraroutineclaim oneshouldbeginbytellingwhatiswrong presentenoughfa
15、cts namespecificactions andendwithpositivebutfirmwords Foranadjustment beginwiththegoodnews avoidnegatives regainlostconfidence andendwithafriendlycomment Questionsforcomprehension RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis 7 Dotheclaimclearlystatetheproblems 8 What sthepurposeofeachlet
16、ter 9 Doeseachletterstateclearlyitsexplanation 10 What syourimpressionontheseletters Key 7 Yes theproblemsareclearlystated 8 Thefirstlettertellswhatiswrongandasksforaction Thesecondtellsthegoodnewsandtriestoregainlostconfidenceofthecustomer 9 Yes bothlettersstateclearlyitsexplanation 10 Open Additionalquestionsforcomprehension RoutineClaimsandAdjustments Chapter 7 III SampleContrast 1 AclaimletterPoorDearGoodVibes YoucallyourselvesGoodVibes butallI mgettingfromyourserviceisbadvibes I mfurioustha
