商务英语课程课件Unit-12-Complaints.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,UNIT,11,Learning Objectives,Making complaints and claims,Handling complaints and claims,Writing letters for complaints,and adjustments,投诉与理赔,Complaints and Adjustments,Speaking Task,Warm-up Practice,Listening Task,Follow-up Practice,CONTENTS,Writing Task,Reading Task,Warming-up Practice,We need to discuss some questions about what we are going to learn in this unit.,Sure,thatll help us understand better about what we are asked to do.,Introductory Remark,In business,if the buyer can prove that it is the sellers,responsibility,for the loss of the goods,he can make a,claim,.The seller is obligated to,compensate,the buyer.Generally speaking,claims arise because the wrong goods may have been,delivered,;the quality may have been found,unsatisfactory,;the,shipment,may have been found damaged,short,missing,late;the prices charged may be excessive or not as agreed.,There is also another kind of claim.It is made by,buyers,who find,fault,with the goods as an,excuse,to escape from the contract,either because they no longer want the goods or because that they can get them,cheaper,elsewhere.,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 Effective 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,warranty,or other document that describes the product or service,4)Talk to the right people,in the right order.,5)Be clear.Know your facts preferably by keeping a file with all the necessary documents and use them to ask for what you want.,6)Be polite.Youll 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 outcomes of the conversations.,9)Its often best to explain the problem in writing.,10)Always keep a copy of each letter you write for your own files.,2.,Discuss the following questions.,1)Which do you think are the five most effective complaint tips?Why?,2)Which of the tips do you disagree with?Why?,3)Can you add more tips as advice for making complaints and claims?,4)Discuss in pairs or groups the common causes for complaints and claims in international trade and explain who should be held responsible for each case.,5)What documents are generally required for making a claim against an insurance company or shipping company?,Inadequate packing,Causes for,Complaints&Claims,Non-delivery or part-delivery,Goods missing,Non-fulfillment of the contract,Delayed delivery,Wrong delivery,Damage to the goods,Wrong or inferior quality,Shortage of the goods,Discrepancies in specification,Delay in opening an L/C,Common causes for complaints and claims in international trade,Parties involved in the claim and settlement process:,Ship owner;charters;freight forwarders;airlines,inland trucking companies;rail companies;shippers;insurance companies,Parties involved in insurance:,Seller,buyer,carrier and insurer,.,Documents generally required for making a claim against an insurance company or shipping company,1.Survey Report (,检验报告,),2.Certificate of Inspection (,检验证书,),3.Mates Receipt (,大副收据,),4.Invoice (,发票,),5.Insurance Policy (,保险单,),6.Weight Certificate (,重量证明,),7.Marine Protect (,海难证明书,),8.Packing List (,装箱单,),9.,Shortlanded,Certificate(,短卸证明书,),10.Damage Report(,破损证明,),11.Weight Note (,磅码单,),12.Tally-List (,理货单,),Listening Task,In this part you are going to listen to a passage and a dialogue.Now listen and try to finish the exercises while listening.,Are you ready?,1)What must the buyer do if he is going to make a claim?,The buyer must prove that it is the sellers responsibility for the damage,or loss of the goods.,2)What are used as evidence when making a claim?,The inspection certificate and B/L.,What is the seller obligated to do if the buyer indeed can prove what he has,claimed?,The seller is obligated to compensate the buyer.,4)When does the conflict appear between the buyer and the seller?,The conflict appears when the goods are found to be damaged or of short weight when reaching the destination.,5)What would the seller do when he was negligent in supplying the,proper quantity at a time 6when he was still responsible for the,consignment during shipping on a CIF basis?,In that case the seller would most likely seek to find a way to satisfy his customer.,12.1.1 Listen to the passage and answer the following questions.,12.1.2 Listen to the dialogue.Note down what the problem is,what caused the problem and how it is settled.,Problem,Cause of the problem,Settlement,Wrong delivery,Slip-up in the sellers shipping department.,The seller will ship a load of Class A1 tomorrow morning and charge the buyer 20%less for the wrong delivery.,Speaking Task,In this part you are going to read two dialogues,in pairs and then you will be asked to answer some questions about what you have read.,12.2.1 Read the dialogue and then answer the following questions.,1)Why did,Mr,Nelson want to talk to the general manager in person?,Because he had already talked to some departments of the company but they,didnt solve his problem.So this time he has to talk to the general manager.,2)Why didnt the secretary put him through to the general manager first?,Perhaps the secretary didnt want to trouble the manager with trifles.So she,said that the manager was not available and offered help herself.,3)Why did the secretary put him through to the general manger then?,Because he found the customer was really angry and insisted on talking to the,general manager.,4)What did,Mr,Nelson complain about?,He bought a bedroom suit from their store six weeks ago and they promised to,deliver it within three days.Over a week later a van arrived at his house,with the wrong goods.It took another two weeks for them to sort that out.The,next time they delivered goods,it was damaged.Now he has been waiting for a,replacement for another three weeks.,5)What is the general manager going to do about it?,He is going to make some inquiries himself right away,and then call,back when hes sorted things out.,6)How would you handle such a complaint if you were the manager?,(Open),1)What was,Mr,Woods purpose of coming to China?,He came to China to solve the problem about the rollers.,2)What was wrong with the rollers?,Some rusty spots on five rollers were found.,3)What was the cause of the problem according to,Mr,Chen?,The cause of rust was due to poor workmanship.Their experts held,that the rust was not scoured off completely before electro-plating.As,a result,the chrome coating would certainly not hold.,4)Did,Mr,Wood accept,Mr,Chens explanation about the rusty rollers?,What would he do about the problem then?,He thought his explanation sounded plausible.He would ask for their,manufacturers to probe into the matter.If they proved the Chinese,companys findings were the same as theirs,the faulty rollers would,be replaced by new ones.,5)What happened a week later?,Mr,Wood came to the Chinese company again and told Mr.Chen that,their manufacturers apologized for the trouble and promised to replace,these rusty rollers by new ones.,6)What did they do about the rusty rollers in the end?,Mr,Wood would take back two of the worst ones for examination and,leave the others to,Mr,Chen with some charge for the cost of the material only.,12.2.2 Read the dialogue and then answer the following questions,.,Reading Task,PRE-READING QUESTIONS FOR PAIR WORK,1.Do you have any experience of making a complaint about the goods you bought?How was it settled?Were you satisfied with the settlement?,2.Discuss some effective ways of making,and handling complaints.,Questions,1),What may cause customers to make complaints?,Errors and misunderstandings,may cause customers to make,complaints.,2)What may customer complaints result in?,They may result in losing future sales from customers and from,everybody else who hears about their bad experience.,3)Which do you think are the four most important actions?Why?,(Open),4)When customer complaints have occurred,what is considered to be important for a company to do?,When customer complaints have occurred,the manner in which a company responds to its customers is important and worth its careful consideration,.,5)Can you add more tips as advice for handling customer,complaints and explain them?,(Open),In this part you are going to learn how to write letters of complaints and adjustments.,Writing Task,Complaint Letters,A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services.While many complaints can be made in person,some circumstances require formal business letters.The complaint may be so complex that a phone call may not effectively resolve the problem;or the writer may prefer the permanence,formality,and seriousness of a business letter.The essential rule in writing a complaint letter is to maintain your poise and diplomacy,no matter how justified your gripe is.Avoid making the recipient an adversary.,1.,Identify early the reason you are writing,to register a complaint and to ask for some kind of compensation.Avoid leaping into the details of the problem in the first sentence.,2.,State exactly what compensation you desire,either before or after the discussion of the problem or the reasons for granting the compensation.,3.,Provide a fully detailed narrative or description of the problem,.This is the evidence.,4.,Explain why your request should be granted.,Presenting the evidence is not enough:state the reasons why this evidence indicates your request should be granted.,5.,Suggest why it is in the recipients best interest to grant your request,:appeal to the recipients sense of fairness,desire for continued business,but dont threaten.Find some way to view the problem as an honest mistake.Dont imply that the recipient deliberately committed the error or that the company has no concern for the customer.Toward the end of the letter,express confidence that the recipient will grant your request.,Complaint Letters,Adjustment Letters,Replies to complaint letters,often called letters of adjustment,must be handled carefully when the requested compensation cannot be granted.Refusal of compensation tests your diplomacy and tact as a writer.,Some suggestions:,1.Begin with a reference to the date of the original letter of complaint and to the purpose of your letter.If you deny the request,dont state the refusal right away unless you can do so tactfully.,2.Express your concern over the writers troubles and your appreciation that he has written you.,3.If you deny the request,explain the reasons why the request cannot be granted in as cordial manner as possible.If you grant the request,dont sound as if you are doing so in a begrudging way.,4.If you deny the request,try to offer some partial or substitute compensation or offer some friendly advice.,5.Conclude the letter cordially,perhaps expressing confidence that you and the writer will continue doing business.,Sample complaint letter,Dear,Mr,Smith,Order No.68197I am writing to inform you that the goods we ordered from your company have not been supplied correctly.On 15 June 2006 we placed an order with your firm for 12 000 ultra super long-life batteries.The consignment arrived yesterday but contained only,1 200 batteries.This error put our firm in a difficult position,as we had to make some emergency purchases to fulfill our commitments to all our customers.This caused us considerable inconvenience.,I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.Otherwise,we may have to look elsewhere for our supplies.I look forward to hearing from you by return.Yours sincerely,Sample adjustment letter,Dear,Mr,Coleman,Order No.68197,Please accept our apologies for the error made by our company in filling your Order No.68197 dated 15 June 2006.,You ordered 12 000 size ultra super-long-life premium batteries,but our dispatch,offi,ce sent 1 200.This was due to a typing error.,The balance of 10 800 batteries was dispatched by express courier to your store this morning and will arrive by Monday,3 July 2006.,Since we value your business,we would like to offer you a 10%discount off your next order with us.,We look forward to receiving your further orders and assure you that they will be filled correctly.,Yours sincerely,1)Write a letter to complain about late delivery/,inferior or wrong quality/shortage of goods.,2)Write a letter responding to the complaint letter you,receive from one of your classmates that responds,negatively or positively to the complaint.,Writing Practice,Follow-up Practice,Practice makes perfect,We will practice what we have learnt in this unit.,Yes,lets do it!,1.Questions and Answers,What would you say,?,1.A:Our customers complain that the goods they received last week are much inferior in quality to those you delivered in the past.,B:_,.,2.A:Im sorry to tell you that a lot of cases are broken and the contents are badly damaged.,B:_,3.A:The computer we bought from you last month is broken down.,B:_,4.A:We ordered chairs but received tables.,B:_,5.A:The cases are found to be badly damaged.This was apparently attributable to faulty packing.,B:_,6.A:The goods we received are not what we ordered,which made us suffer a heavy loss.So we have to lodge a claim with you.,B:_,7.A:We placed an order on 1 May for tables,but still havent received them.,B:_,8.A:_,B:Im sorry about the mistake.Ill look into it right away.,9.A:_,B:Im sorry.Its our fault.We are ready to permit 15%off the invoice price if you can accept the goods wrongly delivered.,10.A:_,B:Our product enjoys high prestige.I guess its not a matter of inferior quality.,2.How would you reply to the following complaints?,1)There seems to be a mistake.,2)The goods are inferior in quality to those we received in the past.,3)The delivery was late.,4)Your rep was extremely rude.,5)We were surprised to receive an invoice as the goods have been returned.,6)We have to make a claim with you for a compensation of$5 000.,7)The goods we received are not what we ordered.,8)There seems to be mix-up.We ordered radios but received calculators.,9)We placed an order two months ago for TV sets,but we still havent,received them.We are in bad need of the goods.,10)There is a difference of 10 tons between the actual weight and the invoiced weight of this consignment.,3.Description,Describe what the two parties do when th