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1、, Lead in Useful expressions and sentences Cases Notes Group discussion Exercises Tips,Complaints & Claims （投诉和索赔信函）目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，如：货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，这些均是抱怨、索赔的正当理由。 书写投诉、索赔信函时，应开门见山提出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，
2、最后提出解决的方法。内容应明确、清楚 、有理，语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞（除非你所投诉的问题反复发生，且多次投诉而毫无结果）。,Useful expressions and sentences 1claim 后的介词搭配 表示索赔的原因,接for claim for damage 表示索赔的金额,接for claim for US$1000 表示对某批货物索赔,接on claim on the goods 表示向某人索赔,接against claim against the underwriter. 2The buyers have filed a claim aga
3、inst the shipping company for $10,000 . 买方向运输公司提出索赔一万美元。,3After inspection we found that the quality of the goods was not in conformity with the contract stipulations. 经检验发现，质量与合同规定不符。 4Your claim should be supported by sufficient evidence. 你方索赔须有足够依据。 5We ordered goods of good quality，however，you h
4、ave sent us inferior merchandise. 我方订的是高品质货物，你方运来的是残次品。 6The survey report issued by the China Commodity Inspection Bureau will be taken as final and binding upon both parties. 由中国商品检验局出具的检验报告将作为最后依据，对双方都有约束力。,7We wish you would let us have your prompt reply soon . 我方希望贵公司能尽快给与我方回复。 8We must ask you
5、 to arrage for the dispatch of the replacement immediately . 我方要求贵公司必须立即替换货物。 9Much to our regret, for your shipment delay , we think we shall lodge a claim for the loss we have suffered . 让我方深感遗憾的是，由于你方运输的延迟，我方将对这次损失提出索赔。 10We would like you to inform us of your decision regarding the poor packing.
6、 对于这次包装问题，请贵公司告知你方的处理方法。,Case One,订货公司因未按时收到货物，向发货公司表示不满，并强烈要求其及时处理，否则取消此次交易。 Dear Sirs, The computers we ordered from you should have reached us 3 days ago. Needless to say, the delay in delivery has put us to great inconvenience. It is therefore imperative that you dispatch them immediately. Other
7、wise we shall be obliged to cancel the order and obtain the goods elsewhere.,_,Please look into the matter as one of urgency and let us have your reply as early as possible. Yours faithfully, (Signature ),Case Two 订货公司因No.519货物在运输途中受损而不满，向发货公司提出索赔，否则将退货。 Dear Sirs, We are writing to inform you that
8、the toys covered by our order No.519 arrived in such an unsatisfactory condition that we have to lodge a claim against you. It was found upon examination that 10%of them are broken and some are badly scratched, obviously due to the improper packing.,Therefore, we cannot offer it for sale at the norm
9、al price and suggest that you make us an allowance of 20% on the invoiced cost. This is the amount by which we propose to reduce our selling price. If you cannot accept, Im afraid we shall have to return them for replacement. Sincerely yours, (Signature ),Case Three 订货公司因No.SH009部分货物在运输途中受损而不满，希望发货公
10、司合理赔偿。 Dear Sirs, Our order No.SH009 of the glassware you supplied to our order of 3rd July was delivered by the shipping company this morning. The 160 cartons containing the goods appeared to be in perfect condition. But when I unpacked them with great care, I regret to report that 10 cartons of gl
11、assware were badly cracked. We trust you can understand that we expect the reasonable compensation for our damaged goods. Yours faithfully, (Signature),Case Four 订货公司因错误发货，要求发货公司尽快退换。 Dear Sirs, On April 11, we ordered 1,000 shirts size 43. But unfortunately, we received completely different article
12、s-children clothes. We can only presume that a mistake was made and the children clothes were for another order. As I have several customers waiting, please arrange for the replacements at once. Faithfully yours, (Signature ),Case Five 订货公司因货物捆绑不符合要求而抱怨，希望其下次有所改善。 Dear Sirs, During the past four mon
13、ths I have placed two sizable orders，specifying the hard-back binding.But both time you sent me paper-back binding because you were out of stock on the hard-back . Fortunately, I am still selling a few of the paper backs, but more and more customers ask for the hard-back ones. (At least two of our c
14、ompetitors have this reference book in hard-back in our cities). Yours truly , (Signature ),Notes,1inconvenience n. 不便,困难 Sorry for so much inconvenience. 对不起给您带来这么不便。 2imperative a. 命令式的,急需的,势在必行的,强制的 It is imperative that we make a quick decision. 我们要尽快做出决定. 3scratch vt. 搔,抓,挖出,擦 Superficial scrat
15、ches can be easily removed. 表层的划痕很容易除掉。,4compensation n. 补偿,赔偿金,薪资 Its better for us to do total compensation trade. 对我们来说最好用全额补偿。 5presume vt. 假定,推测,擅自,意味着 vi. 擅自行动,相信 I presume you are Mr. Smith. 我猜你大概是史密斯先生。 6replacement n. 替换,代替;代替的人 Replacements shall be shipped free of charge to the owner. 更换后
16、的产品将免费运给产品拥有人。,7specify v. 详细说明,具体说明,指明 （1）We will bank wire payment to bank account specified by you. 我方将按你方所指定的银行帐号将款项电汇于你方。 （2）Please specify your requirements of packing . 请具体说明你方对包装的要求。 8Needless to say , the delay in delivery has put us to great inconvenience . 不用说，发货的延迟给我方带来了很大的不便。 9Please look into the matter as one of urgency and let us have your reply as early as possible . 请紧急处理此事，并尽快告知结果。,10Therefore, we cann
