商务英语写作7日常投诉与索赔.pptx

2024/9/21 周六1BUSINESS WRITING商务英语写作商务英语写作2024/9/21 周六2 Chapter 7 Routine Claims and Adjustment 日常投诉与理赔2024/9/21 周六3Introduction nIdeal casenIn an ideal business transaction,everything is done and checked carefully with details of orders and offers,the quality of the goods supervised,and delivering of the goods prompt and accurate.No mistake is made and nothing is wrong.nProblematic CasenHowever,errors do sometimes occur.Customers sometimes receive the goods of inferior quality or wrong ones.They may receive seasonal orders too late to be useful or profitable.Or they may find the goods damaged,missing or short.Under such conditions and many others,customers may make a complaint or file a claim against the supplier.2024/9/21 周六42024/9/21 周六5Claims:good or bad news?nGenerally,complaints and claims situations are bad-news situations.When the news is bad,a letter in the indirect order is usually appropriate.But claim letters can be divided into two groups:routine claims and persuasive claims.(possibly because of guarantees,warranties,or other contractual conditions)routinepersuasive2024/9/21 周六6nAssume that a request will be granted quickly and willingly,so such letters are most effective in the direct order,for most business people want to please their customers.When customers arent pleased,businesses want to know about it and to make necessary adjustment.nAnyhow,making complaints and claims is not a pleasant business and needs to be well planned and documented.How can your complaints and claims receive best adjustment you desired?2024/9/21 周六7Guidelines:nBegin directly.Tell what is wrong.nIdentify the situation(invoice number,product information,etc.)in the text.Describe the story in a clear and organized way.nPresent enough facts to permit a decision.nName specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply.n End positively,friendly but firm.2024/9/21 周六8Rules for Writing Complaints and Claims1.Complain or claim immediately.2.Address the reader politely.3.Explain the problem clearly by providing specific details.4.Make a specific request.2024/9/21 周六10Letter A Claim on the Wrong Component Dear Mr.Phillips:Would you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for.On June 14,we purchased the office communication system XP5645 from your sales representative John Windsor.As your file may show,we paid$4,500 for it,which is$200 more than for XP5030.That payment includes free installment and 6 months trial period.2024/9/21 周六11 The software you sent us operated well at the beginning,but the system refused to work after two weeks.After careful examination,we found what you sent us is for XP5030,not for XP5645 we purchased.I called Mr.Windsor that same day,June 28.He said he was busy negotiating with another client at another city.He promised to arrange people to replace it.Six days has passed,but nothing happens.It is urgent that you adjust the issue by sending2024/9/21 周六12 personnel to replace the software and install the system again.The collapse of the system has caused serious problems in our normal operation.The replacement is expected no later than June 30.Please call me at 02-30-5422818 any time before 4 p.m.Im confident that you are serious about the matter.If I havent received your call by 12:00 on Thursday,June 30,I will reluctantly turn this issue to my lawyer for actions against you.We appreciate your prompt action.Sincerely yours,2024/9/21 周六13Adjustment:good newsnWhen you get a complaint or claim,you may either grant an adjustment or reject it depending on the circumstances.When you grant an adjustment,the situation is a happy one for your customer.You are correcting an error.You are doing what you were asked to do.As in other positive situations,a letter written in the direct order is appropriate.AdjustmentsSlogan-Settle the problem and keep the customer!Suggestions:n 1.Reply promptly Promptn 2.Show understandingn 3.Be tactfuln 4.Serious yet Courteous2024/9/21 周六15The direct-order plan follows these general steps:nBegin directlywith the good news.nIncidentally identify the correspondence that you are answering.nAvoid negatives that recall the problem.nRegain lost confidence through explanation or action.n End with a friendly,positive comment.2024/9/21 周六16Letter B Letter of Adjustment Dear Mrs.Williams:Your repaired video game is being returned by UPS,and you should receive it within a week.Skilled engineers made your video game almost as good as new.Recently Pace Electronic has acquired the assets of Four Star Games and has become responsible for repairs under warranties.Now you can be assured of prompt and reliable service.Any future repairs can be made by one of the dealers of our expanded network(see enclosed sheet).2024/9/21 周六17 Also enclosed is a brochure showing some of our exciting new products,as well as Four Stars old favorites.You can order by mail,using the order form in the brochure,or call 1-800-877-PACE.We look forward to helping you enjoy your video game.Sincerely,Paul Bilenikoff Technical Services Enclosures2024/9/21 周六18Questions for Comprehension1.What kind of order does claim letter adopt?2.How does the author of adjustment begin his/her letter?3.Do the claim clearly state the problems?4.How does each author arrange the body of his/her letter?5.Is the tone of each letter polite and considerate?6.How does each author end his/her letter?7.Whats the purpose of each letter?8.Does each letter state clearly its explanation?9.Whats your impression on these letters?10.Sum up the requirements for writing routine claims and adjustments.2024/9/21 周六19Direct Claim Letter Dear Good Vibes:You call yourselves Good Vibes,but all Im getting from your service is bad vibes!Im furious that you have your salespeople slip in unwanted service warranties to boost your sales.Contrast n Poor1.发泄不满发泄不满2.抱怨对方销售人员的过失。抱怨对方销售人员的过失。Good Vibes 良好的共鸣,好感 2024/9/21 周六20 When I bought my Panasonic VCR from Good Vibes,Inc,in August,I specifically told the salesperson that I did NOT want a three-year service warranty.But there it is on my VISA statement this month!You people have obviously billed me for a service I did not authorize.I refuse to pay this charge.4.自己对问题的态度。自己对问题的态度。3.问题产生的过程。问题产生的过程。2024/9/21 周六21 How can you hope to stay in business with such fraudulent practices?I was expecting to return this month and look at CD players,but can you be sure that Ill find an honest dealer this time?Sincerely,5.对对方提出怀疑。对对方提出怀疑。6.表示自己可能再次购买表示自己可能再次购买,暗示对方这次要诚实。暗示对方这次要诚实。fraudulent practices徇私舞弊；欺诈徇私舞弊；欺诈 2024/9/21 周六22 1201Lantana.Court Lake Worth,FL33461 September3,2012 Mr.Sam Lee,Customer Service Good Vibes,Inc.2003 53 rd Street West Palm Beach,FL33407 Dear Mr.Lee:Please credit my VISA account,No.0000-0046-2198-9421,to correct an erroneous charge of$299.n Improved1.提出请对方改正错误的方法。2024/9/21 周六23 On August 8，I purchased a Panasonic VCR form Good Vibes,Inc.Although the salesperson discussed a three-year extended warranty with me,I decided against purchasing that service for$299.However,when my credit card statement arrived this month,I noticed an extra$299 charge from Good Vibes Inc.I suspect that this charge represents the warranty I declined.2.详述问题发生的过程和及其可能原因。2024/9/21 周六24 Enclosed is a copy of my sales invoice along with my VISA statement on which I circled the charge.Please authorize a credit immediately and send a copy of the transaction to me at the above address.Im enjoying all the features of my Panasonic VCR and would like to be shopping at Good Vibes for a CD player shortly.Sincerely,Keith Cortez Enclosure3.提出具体改正方法。4.表扬产品性能，表达再次光顾的愿望。2024/9/21 周六25n这是一封因对方误收服务费提出投诉的信函。写这封信的目的,主要是让对方退回误收的款项。第一封信开头段就表示强烈的不满情绪，整片在抱怨，指责对方，使用的负面语言如bad vibes，furious，以及 fraudulent practices等，语气太重了，不利于双方友好感情，无助于问题的解决。主体段简要地说明了抱怨的理由，指出问题-收取了作者未授权的服务费用，因而要求退付，信函中没有提及账户以及金额，为了搞清楚这些，对方可能不得不花一些时间。第二封信，在开头就明确要求对方在Visa 账户贷记299元，以改正错误的收费。并给出Visa账号。读者一看就知道要求他做什么，然后讲明问题发生的过程，同时附上销售发票和Visa账单，处处体现为对方着想，结尾，赞扬产品的性能，暗示对对方的信任，有利于双方的友好感情的维系，为自己接下去购买CD做了铺垫。2024/9/21 周六262.Letters of Adjustment Dear Keith Cortez I am sorry to know that you are angry with us for the mistake our salesperson made.After receiving your letter I checked the matter.The salesperson supposed that you wanted the three-year extended warranty service,so he included additional$299 in the charge.I am sorry for the mistake and the incontinence that has caused you.I hope you can understand and am looking forward to your early reply.Sincerely yours Tony Lee Sales manager n Poor 1.为错误道歉。2.解释问题产生的可能原因。3.为错误再次道歉4.希望对方理解，并盼望回复。2024/9/21 周六27 Dear Keith Cortez$299 has been credited to your VISA account,No.0000-0046-2198-9421 this morning.Mr.Cortez,it is true that the extra$299 charge was for a three-year extended warranty.I am sorry for the mistake our salesperson made in the transaction.Though according to some customers,spending$299 for the service may save you$500 for repair charge in the future,your decision should be respected and executed.Mr.Cortez,We are glad you are enjoying all the features of your Panasonic VCR,and expect to provide you with a CD player that you will like best.Sincerely Tony Lee Sales manager nImproved1.告知错误已经得到纠正。3.暗示销售人员并无恶意,故意忽视对方决定。2.说明问题产生的原因。4.提及产品性能,进行促销。2024/9/21 周六28n这是封答应退回多收取的服务费的理赔信。对对方来说，这是个好消息，一般应采取直接法写作。第一封信的开头不太明确，在道歉，但道歉的理由含混。主体段讲明原因，但没给品名和账户。结尾再次道歉。信中始终没有提及纠正错误的办法，反复道歉对对方来说没有意义。第二封信开头就告诉对方，改正错误的具体做法，退299元。然后讲明事情发生的可能原因,即包括三年的超期维修对用户来说是划算的，暗示销售人员这样做也是为你好，既然你不需要，我们尊重你的选择。结尾，提及对方对已购买的VCR的满意之处，并期望为对方提供最令他们满意的CD。信的作者既满足对方的要求，又促销了自己的产品。2024/9/21 周六29 Claim OpeningnWould you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for.1.提出请对方改正错误的方法。2024/9/21 周六30nThe consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples.nThe consignment arrived yesterday,but on checking the materials with the samples you sent us,we are surprised to find that they do not match each other.Their quality seems inferior to the samples,so they do not meet our customers requirement.2.点名问题。3.具体阐明问题所在。2024/9/21 周六31nWe havent got the personal computers we ordered on June 3.nOn June 3,we placed an order for ten sets of personal computers.When we discussed the matter on delivery,you promised that it would be made before June 20.However,it is 10 days past the deadline,and your goods still have not reached us.1.点名问题。2.详述问题。2024/9/21 周六32Adjustment OpeningnThe correct consignment of the clothing material will reach you within 20 days.1.告知错误已经纠正。2024/9/21 周六33nThank you for your letter of March 3rd and we will take care of your broken-down sewing machines.1.感谢对方来函。2.表明接受对方的投诉。2024/9/21 周六34nYou call yourselves Good Vibes,but all Im getting from your service is bad vibes!nIm furious that you have your salespeople slip in unwanted service warranties to boost your sales.1.发泄不满。2.抱怨对方销售人员的过失。2024/9/21 周六35nPlease credit my VISA account,No.0000-0046-2198-9421,to correct an erroneous charge of$299.nOn August 8，I purchased a Panasonic VCR form Good Vibes,Inc.Although the salesperson discussed a three-year extended warranty with me,I decided against purchasing that service for$299.However,when my credit card statement arrived this month,I noticed an extra$299 charge from Good Vibes Inc.I suspect that this charge represents the warranty I declined.1.提出请对方改正错误的方法。2.详述问题发生的过程和及其可能原因。2024/9/21 周六36nI am sorry to know that you are angry with us for the mistake our salesperson made.nAfter receiving your letter I checked the matter.The salesperson supposed that you wanted the three-year extended warranty service,so he included additional$299 in the charge.1.为错误道歉。2.解释问题产生的可能原因。2024/9/21 周六37n$299 has been credited to your VISA account,No.0000-0046-2198-9421 this morning.nMr.Cortez,it is true that the extra$299 charge was for a three year extended warranty.I am sorry for the mistake our salesperson made in the transaction.nThough according to some customers,spending$299 for the service may save you$500 for repair charge in the future,your decision should be respected and executed.1.告知错误已经得到纠正。2.说明问题产生的原因。3.暗示销售人员并无恶意,故意忽视对方决定。2024/9/21 周六38Useful Sentence Patterns2024/9/21 周六39A.Claims 1.Describe the problem1)On examination,we found all the goods were wetted.经检验，我们发现所有的货物都已受潮。2)We checked some of the items and found they were in damaged condition.我们检查了部分产品，发现它们已严重受损。3)It contained articles different from what we have ordered.这批货物与我们订购的物品不符。4)The goods we ordered from you on June 6 havent arrived yet.我们6月6日订购的货物至今仍未到达。5)The quality of this lot of goods is so far below the standard that we cannot use them for our purpose.这批货物的质量远远低于标准，我们无法使用。2024/9/21 周六406)We are disappointed to find that the items delivered dont match the samples.我们遗憾地发现所运货物与样品不符。7)Your incorrect delivery has caused a great deal of trouble to us.你们的错误给我们带来了巨大的麻烦。8)Delivery of the goods ordered on March 3 is now considerably overdue.3月3日订购的货物的交付时间现已逾期甚久。9)The goods are not up to the standard.货物没有达到标准。10)We regret that only 20 sets have been received to date whereas our order indicates 25.我方非常抱歉地通知您，迄今为止我们只收到了20台货物，而我们订购的是25台。2024/9/21 周六41n2.Name specific actions to remedy the problem1)Would you please send someone to repair it today?您能今天就派人来修理吗？2)Please send us the replacement no later than June 20.请于6月20 日之前将替换品送来。3)We would like someone to come and fix it now.我们希望现在有人来进行修理。4)Please look into this matter at once and let us know the reasons for the delay.请立即对此事进行调查，尽早通知我们迟延的原因。5)We hope that the goods will be sent immediately.希望货物即刻发运。2024/9/21 周六42n3.Courteous demand for action1)We shall be glad to learn from you that you are preparing to make some allowance for the damage.希望贵方能对我方造成的损失做出补偿。2)We would be much pleased that the case be settled on an amicable basis.诚望此事友好解决。3)In view of our friendly business relations,we are sure that the matter will be settled appropriately.鉴于我们之间友好的业务关系，我方相信此事定会得到妥善解决。4)We are looking forward to a satisfactory conclusion of the matter.我方期待此事有一个令人满意的结局。5)Your quick dispatch will be most appreciated.请尽快发运，我方不胜感激。2024/9/21 周六43n4.Strong demand for action1)If you cannot deliver the goods within ten days,well reluctantly turn this matter to our attorney.如果在10日内不能送达货物，我们不得不付诸法律。2)Unless your assignment reaches us no later than.,we will cancel our order.除非你们的货物在前到达，我们将取消订单。3)If you cannot provide qualified goods within 3 days,well ask for a refundment.如果在3日内不能提供合格产品，我们将要求退还货款。4)Youll have to make compensation for all our costs.你们要赔偿我们的全部损失。5)I hereby inform you that I am lodging a formal complaint with your company.特此通知贵方，我公司将正式投诉贵公司。2024/9/21 周六44B.Adjustment(beginning)1).should reach you in three days.应该在三天内达到你处。2)The attached check for.is Newtons way of assuring you that your satisfaction is very important to us.通过随信所寄的支票，牛顿公司向您保证您的满意对我们十分重要。3)By.(time),your three Dove Bicycles should reach you at.shop.在日之前，您订购的三台飞鸽牌自行车将到达商店。2024/9/21 周六45Patterns and Substitutionsn1.The quality of the goods shipped against our order No