《实用英语文函写作第二版课件 教学课件 ppt 作者 贾琰 程欣 主编U11》由会员分享，可在线阅读，更多相关《实用英语文函写作第二版课件 教学课件 ppt 作者 贾琰 程欣 主编U11（46页珍藏版）》请在金锄头文库上搜索。
1、Practical Writing for Business English,Jia Yan Foreign Language School of Kaifeng University,Unit Eleven,Complains and Claim,Teaching Objective of Unit Eleven,Learn the way to make complains and claims; Master the principles of writing letters in this unit and using these principles into practice; M
2、aster the words, phrases, and sentence patterns most frequently used in complains and claims.,General Introduction,Business transactions do not always run smoothly. Regardless of how careful or efficient business organizations are, things go wrong occasionally. Merchandise may be shipped to a wrong
3、address or arrive in less than perfect condition; details for an order may be confused; payment may be incorrect; badly needed goods may be delayed; quality may be different from the standard expected. When such a situation arises, a complaint letter or a letter for claim is usually sent.,Kinds of C
4、omplaints,Losses or damages in international trade are not only confined to both exporters and importers. Generally speaking, there are three possibilities. Insurance Claim: If the insurer is held responsible for the losses, the claim incurred is called “ Insurance Claim”. Transportation Claim If th
5、e carrier is held responsible for the losses, the claim incurred is called “ Transportation Claim”. Trade Claim If the trader (either the importer or the exporter) is held responsible, the claim is called “ Trade Claim ”. In the case where it is not yet sure whose fault it is, claims can be lodged a
6、gainst both the carrier and the insurer.,Making a Claim,A claim may begin with a problem, proceed to a request for an adjustment instead of a complaint, and close with business courtesy. For organizations to handle complaints properly they need to be able to deal with facts and written records. Writ
7、ten details are essential to their complaints processing and a letter is a far more reliable way of communicating these things than a verbal phone exchange. When the amount of money involved is large, the party who suffers will lodge a claim for compensation on the strength of a survey report or oth
8、er official documents supporting the claim, i.e. Survey Report, Certificate of Inspection (or Inspection Certificate), Mates Receipt, Marine Protect etc.,Adjusting a Claim,Most of the claims should be settled in a courteous way. Many business people hold that adjustment letters present the best of s
9、ales opportunities. The courtesy and consideration extended to their customers in these letters can make life-long friends.,Writing Requirements,When writing letters of complaint, the tone of the letter should be courtesy because the purpose of writing the letter is to solve the problem, not to anno
10、y the reader. The content should include enough details so that the receiver doesnt have to write back requesting more. Legal action is not threatened in the first letter of complaint, unless the receiver keeps silence or the two parties cannot reach an agreement. The following points are for your r
11、eference when writing complaint letters: Give the background; such as: We are writing to inform you that the goods we have received under order No. 10348 are not in good condition.,Problem-cause and effect; such as: faulty packing which results in the stain during the transit. Solution-give you sugg
12、estion to solve the problem; Warning-if you think it is necessary, you can warn to take legal action to solve the problem or to purchase the goods from other places. Closing-looking forward the explanation for the matter. Writing letters for claim is similar to writing letters of complaint, the foll
13、owing are for you reference: Tell the facts that caused the claim and citing the facts reasonably; The description of facts should be concrete, such as quoting the file number, the date of delivery, the goods concerned etc.; Refer to the inconvenience caused or the damage and loss incurred; Suggesti
14、ng a way to settle the issue; Express hope for an early solution of the problem courteously.,When writing a reply to the complaint or the claim, follow the under-mentioned guidelines: Confirm receipt of the complaint or the claim and give an answer as quick as possible no matter whether there is a t
15、ime limit or not; Express thanks to the opposite party for giving attention to the matter; Show regret for what has happened and a sincere wish for resolving the problem; Promise to look into the matter carefully; When accepting the demand of the opposite party, put forward the principle for settlin
16、g the problem; when not accepting, an explanation should be made in the letter, or suggest forwarding the claim to the right department; Show enthusiasm to continue the business relations with the opposite party and wish for further cooperation.,Complaint for Shortage of the Goods,Adjusting for Shortage of the Goods,Insurer Claim,Claim for Inferior Quality,Settlement for Inferior Quality,Claim for Breakage,Refuse the Claim for Breakage,Claims Declined,Notes,complain vi. 投诉，抱怨
