7.商务英语写作(修订版) 第七章.pptx

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,Chapter 7,Routine Claims and Adjustments,日常索赔与理赔函,Chapter,7,Contents of this chapter,I. Introduction,II. Sample Analysis,III. Sample Contrast,IV. Useful Patterns and Sentences,Routine Claims and Adjustments,Chapter,I. Introduction,1. Routine claims,7,2. Adjustment

2、s,Routine Claims and Adjustments,Chapter,7,1. Routine claims,Claim letters can be divided into two groups: routine claims and persuasive claims. Routine claims (usually backed by a contract, a guarantee, or the companys reputation) assume that a request will be granted quickly and willingly, so such

3、 letters are very effective if the problem is directly stated.,Routine Claims and Adjustments,Chapter,7,Come straight to the problem at the beginning. Tell what is wrong. Describe the problem clearly and provide any necessary information (invoice number, product information, etc.). Present enough fa

4、cts to help the company to make a decision. Name specific actions to deal with the problem, and politely mention strong terms if you fail to get a satisfactory reply. End with positive, friendly but firm words.,Writing Principles:,1. Routine claims,Routine Claims and Adjustments,Chapter,7,2. Adjustm

5、ents,When you get a claim, you may either grant an adjustment or reject it, depending on the situation. When you grant an adjustment, your customer will surely welcome it, so a letter of adjustment talking about the issue directly is appropriate.,Routine Claims and Adjustments,Chapter,7,Begin direct

6、ly with the good news. Identify the correspondence that you are answering. Avoid negatives that recall the problem. Regain lost confidence through explanation or action. End with a friendly, positive comment.,Writing Principles:,2. Adjustments,Routine Claims and Adjustments,Chapter,7,II. Sample Anal

7、ysis,Letter A: 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 sho

8、w, we paid $4,500 for it, which is $200 more than XP5030. That payment includes free installment and a six-month trial period. 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,

9、not for XP5645 we purchased. I called Mr. Windsor that same day, June 28. He said he was busy negotiating with another client in another city. He promised to arrange (To be continued),Routine Claims and Adjustments,Chapter,7,II. Sample Analysis,Letter A: A claim on the wrong component (Continued) pe

10、ople to replace it. Six days has passed, but nothing happens. It is urgent that you send 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 a

11、t (021) 5422# any time before 4:00 p.m. Im confident that you are serious about the matter. If I havent received your call by 10:00 a.m. this Thursday, I will reluctantly turn this issue to my lawyer for actions against you. We appreciate your prompt action. Sincerely yours, Alex Hill,Routine Claims

12、 and Adjustments,Chapter,7,II. Sample Analysis,Letter B: A 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 asse

13、ts of Four Star Games and has become responsible for repairs under warranty. 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). Also enclosed is a brochure showing some of our exciting new products

14、, as well as Four Stars old favorites. You can order by mail, using the order form in the brochure, or call 800-877-#. Hope you enjoy your video games. Sincerely, Paul Bilenikoff Technical Services Enclosures,Routine Claims and Adjustments,Chapter,7,II. Sample Analysis,1. Do the letters use direct o

15、rder or indirect order? 2. How do the authors begin the two letters? 3. How do the authors arrange the body of the two letters? Key: 1. Both letters use direct order. 2. The first letter comes straight to the problem while the second begins with the good news. 3. The first one describe the problem c

16、learly and name specific actions to deal with the problem; the second one gives explanation and offers action to regain lose confidence.,Questions for comprehension:,Routine Claims and Adjustments,Chapter,7,II. Sample Analysis,4. Is the tone of each letter polite and considerate? 5. How do the autho

17、rs end the two letters? 6. Can you sum up the writing principles of routine claims and adjustments? Key: 4. Yes, both letters are polite and considerate. 5. The first letter ends with positive but firm words while the second ends with a friendly wish. 6. For a routine claim, one should begin by tell

18、ing what is wrong, present enough facts, name specific actions, and end with positive but firm words. For an adjustment, begin with the good news, avoid negatives, regain lost confidence, and end with a friendly comment.,Questions for comprehension:,Routine Claims and Adjustments,Chapter,7,II. Sampl

19、e Analysis,7. Do the claim clearly state the problems? 8. Whats the purpose of each letter? 9. Does each letter state clearly its explanation? 10. Whats your impression on these letters? Key: 7. Yes, the problems are clearly stated. 8. The first letter tells what is wrong and asks for action. The se

20、cond tells the good news and tries to regain lost confidence of the customer. 9. Yes, both letters state clearly its explanation. 10. Open.,Additional questions for comprehension:,Routine Claims and Adjustments,Chapter,7,III. Sample Contrast,1. A claim letter Poor Dear Good Vibes: You call yourselve

21、s 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 When I bought my Panasonic VCR from Good Vibes, in August, I specifically told the salesperson that I did NOT want a three-year service w

22、arranty. But there it is on my VISA statement this month! Your people have obviously billed me for a service I did not authorize. I refuse to pay this charge. (To be continued),Routine Claims and Adjustments,Chapter,7,III. Sample Contrast,1. A claim letter (Continued) How can you hope to stay in bus

23、iness with such fraudulent practices? I was expecting to have my money back, but can you be sure that Ill find an honest dealer this time? Sincerely, Keith Cortez,Routine Claims and Adjustments,Chapter,7,III. Sample Contrast,1. A claim letter Improved 1201Lantana Court Lake Worth, FL33461 September

24、3, 2012 Mr. Sam Lee, Customer Service Good Vibes, Inc. 742 53rd Street West Palm Beach, FL33407 Dear Mr. Lee: Please credit my VISA account, No.0000-0046-2198-#, to correct an erroneous charge of $299. (To be continued),Routine Claims and Adjustments,Chapter,7,III. Sample Contrast,1. A claim letter

25、(Continued) 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 Goo

26、d Vibes, Inc. I suspect that this charge represents the warranty I declined. 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 fea

27、tures of my Panasonic VCR and would like to be shopping at Good Vibes for a CD player shortly. Sincerely, Keith Cortez,Routine Claims and Adjustments,Chapter,7,这是两封因对方误收服务费提出投诉的信函。目的主要是让对方退回误收的款项。 第一封信从头至尾都在表达强烈的不满情绪，指责对方，使用的负面语言如bad vibes， furious，以及 fraudulent practices等语气过重，无助于问题的解决。信函主体段简要说明了抱怨的

28、理由收取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，不便于问题的解决。 第二封信开头就明确要求对方在VISA账户贷记299元，以偿还多收取的服务费，并提供VISA账号，对方一看就明白要做什么。然后讲明问题发生的过程，同时附上销售发票和VISA账单，处处体现出作者为对方着想。结尾赞扬了该产品的性能，并暗示会购买对方的其他产品，有利于解决问题并维系与对方的关系。,III. Sample Contrast,Routine Claims and Adjustments,Chapter,7,III. Sample Contrast,2. A letter of adjustment

29、Poor 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 fo

30、r the mistake and the incontinence that has caused you. I hope you can understand and am looking forward to your early reply. Sincerely yours, Sam Lee Sales manager,Routine Claims and Adjustments,Chapter,7,III. Sample Contrast,2. A letter of adjustment Improved Dear Keith Cortez: $299 has been credi

31、ted to your VISA account, No.0000-0046-2198-# this morning. 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

32、 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 yours, Sam Lee Sales manager,Routine Claims and Adjustments,Chapter,7,

33、这是两封答应退回多收取的服务费的理赔信。对索赔方来说，这是个好消息，应采取直接法写作。 第一封信的开头不太明确，道歉的理由含混。主体段虽然讲明原因，但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，体现了弥补损失的诚意。然后详细说明了问题产生的原因。结尾提及对方对已购产品的满意度，并顺势介绍了新的产品。这样既让对方建立了对自己的信任感，又进行了促销。,III. Sample Contrast,Routine Claims and Adjustments,Chapter,7,On examination, we found all the go

34、ods were wetted. 经检验，我们发现所有的货物都已受潮。 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。 It contained articles different from what we have ordered. 这批货物与我们订购的物品不符。,IV. Useful Patterns and Sentences,Claims: 1. Describe the problem,Routine Claims and Adjustments,

35、Chapter,7,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。 The quality of this lot of goods is so far below the standard that we cannot use them. 这批货物的质量远远低于标准，我们无法使用。 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。,IV. Use

36、ful Patterns and Sentences,Claims: 1. Describe the problem,Routine Claims and Adjustments,Chapter,7,Your incorrect delivery has caused a great deal of trouble to us. 你们送错货物，给我们带来了极大的麻烦。 Delivery of the goods ordered on March 3 is now considerably overdue. 3月3日订购货物的交付现已逾期甚久。,IV. Useful Patterns and S

37、entences,Claims: 1. Describe the problem,Routine Claims and Adjustments,Chapter,7,The goods are not up to the standard. 货物没有达到标准。 We regret that only 20 sets have been received to date whereas our order indicates 25. 我们非常抱歉地通知您，迄今为止我们只收到了20台货物，而我们订购的是25台。,IV. Useful Patterns and Sentences,Routine Cl

38、aims and Adjustments,Claims: 1. Describe the problem,Chapter,7,Would you please send someone to repair it today? 您能今天就派人来修理吗？ Please send us the replacement no later than June 20. 请于6月20日之前将替换品送来。 We would like someone to come and fix it now. 我们希望现在有人来进行修理。,IV. Useful Patterns and Sentences,Claims:

39、2. Name specific actions to remedy the problem,Routine Claims and Adjustments,Chapter,7,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，并通知我们迟延的原因。 We hope that the goods will be sent immediately. 我们希望货物即刻发运。,IV. Useful Patterns and Sentences,Claims: 2. Nam

40、e specific actions to remedy the problem,Routine Claims and Adjustments,Chapter,7,We shall be glad to learn from you that you are preparing to make some allowance for the damage. 我方将很乐意看到贵方对我方的损失做出补偿。 We would be much pleased that the case be settled on an amicable basis. 诚望此事友好解决。,IV. Useful Patter

41、ns and Sentences,Claims: 3. Courteous demand for actions,Routine Claims and Adjustments,Chapter,7,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。 We are looking forward to a satisfactory conclusion of the matter. 我方

42、期待此事有一个令人满意的结局。 Your quick dispatch will be most appreciated. 请尽快发运，我方不胜感激。,IV. Useful Patterns and Sentences,Claims: 3. Courteous demand for actions,Routine Claims and Adjustments,Chapter,7,If you cannot deliver the goods within 10 days, well reluctantly turn this matter to our attorney. 如果贵方在10日内不

43、能发货，我方将不得不付诸法律。 Unless your assignment reaches us no later than. , we will cancel our order. 若贵方货物货物在前不能送达，我方将取消订单。,IV. Useful Patterns and Sentences,Claims: 4. Strong demand for actions,Routine Claims and Adjustments,Chapter,7,If you cannot provide qualified goods within 3 days, well ask for a refu

44、nd. 如果贵方在3日内不能提供合格产品，我方将要求退还货款。 Youll have to make compensation for all our costs. 贵方将赔偿我方的全部损失。 I hereby inform you that I am lodging a formal complaint against your company. 特此通知贵方，我方将正式投诉贵方。,IV. Useful Patterns and Sentences,Claims: 4. Strong demand for actions,Routine Claims and Adjustments,Chap

45、ter,7,. should reach you in three days. 应该在三天内达到你处。 I have instructed our person in charge to pick up at your office the damaged monitor and to replace it with a new one. 我已告知我方相关负责人到您办公室取走损坏额显示器，并更换一台新的显示器。 By. , your three Dove bicycles should reach you at. shop. 在之前，您订购的三辆“飞鸽牌”自行车将送达 商店。,IV. Usef

46、ul Patterns and Sentences,Adjustments,Routine Claims and Adjustments,Chapter,7,IV. Patterns and Sentences (additional),Routine Claims and Adjustments,oblige: - to make indebted or grateful 使感谢或感激 I am obliged to you for your hospitality. 我很感谢你的款待。 - to do a service or favor for 施恩惠于，帮助 They obliged

47、us by arriving early. 他们来帮了我们一个大忙。,Chapter,7,claim: to lodge / file / enter / make / raise a claim against / with sb. on a certain shipment for a certain reason for amount of money 对某批发货由于某种理由向某人提出索赔金额为 Buyers have lodged a claim on this shipment for RMB 10,500 Yuan for short weight. 由于重量不足，买方对这批货索赔

48、人民币10,500元。 We have already raised a claim against the insurance company for $3,100 for damage in transit. 因货物运输中受损，我们已向保险公司提出要求赔偿3100美元。,IV. Patterns and Sentences (additional),Routine Claims and Adjustments,Chapter,7,IV. Patterns and Sentences (additional),Routine Claims and Adjustments,The qualit

49、y of the goods shipped against our order No. 9823 has been found not in conformity with the agreed specification. 我们发现，根据我方第9823号订单运来的货物质量与议定规格不符。 We much regret that we have to complain about the way in which the consignment just received has been packed. 来货刚刚收到，但我们对这批货的包装不得不提出投诉，深感遗憾。,Chapter,7,IV

50、. Patterns and Sentences (additional),Routine Claims and Adjustments,We very much regret to point out that a shortage in weight of 430 lbs. was noticed when the food arrived. 我们遗憾地指出，食物到达时发现短重430磅。 We have to inform you that the DVD sets we ordered from you last month have not arrived here, nor have

51、 we heard anything from you concerning the shipment. 我们不得不通知你方，上月我们所订购的DVD机尚未到货，亦未收到你方关于该货的任何消息。,Chapter,7,IV. Patterns and Sentences (additional),Routine Claims and Adjustments,In view of this, we have no other choice but to return the faulty sets to you and must ask you to replace them. 鉴于这种情况，我们只

52、好将有缺陷的几套退回，请务必予以调换。 It is clear, however, that we are entitled to some compensation, and we should be glad to hear of the allowance you prepare to make to meet the case. 然而，我公司享有要求赔偿的权利，我们希望了解你方准备给予的补偿金额，以解决此事。,Chapter,7,IV. Patterns and Sentences (additional),Routine Claims and Adjustments,We have

53、received your letter of 2nd April, and very much regret the delay in delivering the goods. 我们已收到你方4月2日来信，对于货物交付过程中的耽搁深感抱歉。 On investigation, we find that the mistake was indeed made in the packing due to confusion of numbers. 我们在调查中发现，这个错误确实是在装货过程中由于数量混淆而造成的。,Chapter,7,We have arranged for the right

54、 goods to be dispatched to you at once and shall be obliged if you will send back the wrong cases. 我方已安排立即把应运达的货物加急运抵贵方，若贵方愿把运错的货物送回，我方将感激不尽。 Our check for USD 3,000 has been airmailed to you today in settlement of your claim for short-weight of 500 lbs. 今已航空邮寄出3000美元支票一张，以支付你方对短重500磅的索赔。,IV. Patter

55、ns and Sentences (additional),Routine Claims and Adjustments,Chapter,7,We are arranging Mr. Cheng to call on you later this week to compare the materials supplied with the samples from which you ordered them. 我方将安排程先生本周晚些时候拜访你们，以便把所提供给你方的布料和你方据以订货的样品相比较。,IV. Patterns and Sentences (additional),Routi

56、ne Claims and Adjustments,Chapter,7,On comparing the goods received, we were surprised to find that they 对收到的货物进行对比后，我们惊讶地发现 - are not the same as your sample. - are not up to the sample we received from you. - do not agree with the original patterns. - have not turned out to our satisfaction.,IV. Patterns and Sentences (additional),Routine Claims and Adjustments,Chapter,7,Upon examination, we found that 经过检查，我们发现 - several bales were seriously damaged owing to negligent packing. - 16 boxes were split open. - you have sent us a substitute article instead of what we o