Chapter-7-Adjustment-to-Claim-Letters商务英语写作

2023/9/29Chapter7AdjustmenttoClaimLetters2023/9/29Warm-UpExercises:在已给出的单词中选择恰当的单词填空(1)Wehavebeentransacted____JohnSmith&Co.formorethan30years.(2)Weshouldbepleasedtofinalizethefirsttransactionwithyoubutyoushouldhelpus____bringingdownyourprice.(3)Theinferiorqualityofyourshipmentcausesustolodgethe_____.(4)Asthereisnodirectsailing___yourport,theshipmenthastobedelayeduntilnextmonth.settlement,claim,claim,refer,with,to,to,to,alternative,compensation,bybywithclaimto(5)Wecannotbeartheresponsibilityforlatedeliveryandyoushouldsubmityour_____totheshippingcompany.(6)OurcustomerspreferArt,No.468____Art,No.469astheformerissellingquicklyhere.(7)Amicable_______ofadisputeispreferabletoalawsuit.(8)Wehaveno________buttoaskfor_________tocoverourloss.settlement,claim,claim,refer,with,to,to,to,alternative,compensation,byclaimtoalternativecompensationsettlement1.Discussion:Workingroupoffour.Choosethe

fivebestsuggestionsfromthefollowingadvicelists.

DealingwithcustomercomplaintsShowthecustomeryouarelisteningbycheckingthatyouunderstand.Allowthecustomertoshowtheiremotionsiftheyareupsetorangry.Makesureyougetfulldetailsoftheproblem.Summarizeandmakesurethatthecustomerunderstandwhatyouhavesaid.Donotenduparguingwiththecustomer.Concentrateonthesituationnotthepersonalities.Trytofindoutwhatresultthecustomerwants.Tellthecustomerwhatyoucanandcannotdo.2023/9/292023/9/29Isacomplaintalwaysabadthing?2023/9/29Dealingwithacomplaint多数供货商都愿意了解顾客投诉的原因，以便进行相应的调查、解释，并纠正错误。这种积极的做法有助于维持良好的商业关系，避免失去客户。另一方面，顾客的投诉也可以帮助供货商发现自己在产品或服务尚有待改进之处。2023/9/292.TipstofollowItisappropriatetoassumethatcustomersareright.Makeapromptreply.Iftheissueisunderinvestigationandyoucannotgiveacompleteansweratonce,youshouldensurethemthattheywillhaveonesoon.Befirmbutpolitetounreasonablecomplaints.Avoidoffendingtheotherparty.Ifyouareatfault,youshouldapologizeandadmitthefault.Statewhatmeasureshavebeentakenorwillbetakentosolvetheproblem.2023/9/293.PatternsandSubstitutions1.Wehavereceivedyourletterof2ndApril,andverymuchregretthedelayindeliveringthegoods.我们已收到你方4月2日来信，对于延迟交货深感抱歉。2023/9/29PatternsandSubstitutions2.ThankyouforyourletterofOctober25,whichhasgivenustheopportunitytorectifyamostunfortunatemistake.感谢贵方10月25日的来信，它使得我方有机会改正一个非常令人遗憾的错误。2023/9/29PatternsandSubstitutions3.Wehavearrangedfortherightgoodstobedispatchedtoyouatonceandshallbeobligedifyouwillsendbackthewrongcases.我们已经安排尽快将正确的货物发送给你公司，如蒙寄还发错的几箱，将不胜感激。2023/9/29obligetomakeindebtedorgrateful使感谢或感激Iamobligedtoyouforyourhospitality.我很感谢你的款待。2023/9/29PatternsandSubstitutions4.WearearrangingMr.Chengtocallonyoulaterthisweektocomparethematerialssuppliedwiththesamplesbasedonwhichyouorderedthem.

我们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。2023/9/295.Duetoanoversight….

由于疏忽……It’sunfortunatethat….

非常遗憾……2023/9/29PatternsandSubstitutions6.OurcheckforUSD3,000hasbeenairmailedtoyoutodayinsettlementofyourclaimforashortweightof500lbs.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。2023/9/29PatternsandSubstitutions7.Ireallymustapologizefortheinconveniencewhichhasbeencausedinthismatter.对于此事给贵方造成诸多不便，本人深表歉意。2023/9/298.Havingcheckedwithoursuppliers,itisclearthattheymistakenlysentusaconsignmentoffaultydisks.Apparently,thedamagewascausedduringtheproductionprocess,andthesuppliersarecurrentlyrecallingallofbatch(一批)761b.我们向本公司的供应商做了核实，确认他们将一批次品光碟错发给本公司。显然，质量问题是在生产过程中产生的，供应商目前正在全数召回这批批号为761b的产品。2023/9/299.Thankyouonceagainfortakingthetimetowritetous.再次感谢贵方的来函。2023/9/294.AcceptingcomplaintBegindirectlywiththegoodnewsandidentifytheletterthatyouareanswering;Recalltheproblemandexplainthereason;Expressyourregretfortheinconveniencecausedandthelossesincurred;Statetheactionstobetakentomeetthecase;Endwithafriendlyandpositivecomment.2023/9/294.RejectingcomplaintBeginwithwordsthatindicateresponsetotherequestandareneutralastotheanswer,andsetupthestrategy;Presentyourjustificationorexplanation,usingpositivelanguageandyou-viewpoint;Refusepostitively;Endwithadapted,goodwillcomment.2023/9/29SampleanalysisP99-100misfilevt归错文档Wehadmisfiledyourorderandanotherthatwasdifferentfromyourswithonlyoneletter.mis-pref.表示“错,错误的,坏”mistake,misdoing,misconduct,misbehavior,misfill,mismatch,misuseprovideyoua3%discounton….allowyoua3%discountgiveyoua3%discountgiveyouanintroductorypriceOurnewpricesare20%off.我给你打个九折！我们的价格涨了10%。我们的价格涨到50元了。Iwillgiveyoua10%discount.Ourpricehasrisenby10%.Ourpricehasrisento50Yuan.Itisourcommon/usual/regularpracticeto…我们的一贯做法就是让客户支付邮资。Itisourregularpracticetoletcustomerspayforpostage.你们的这些条件不符合国际惯例。Yourtermsdon’tagreewithinternationalpractice.warrantyn.保修期，保证

awrittenpromisethatsomeproductorservicewillbeprovidedorwillmeetcertainspecifications.

为期12个月的保修单atwelve-month

warranty这套设备仍在保修期内。Theequipmentisstillunder

warranty.distributor经销商/分销商apersonorbusinessthatsuppliesgoodsproducedbyothercompaniestoshops/storesordirectlytothepublic软件分销公司独家经销商石油产品分销商software

distributorsole/exclusive

distributordistributor

ofpetroleumproductsTheSupplyChainCompanyLogoSupplier/Vendor(ofmaterialsandparts)Producer(suppliesfinishedgoods)Distributors（wholesalers/retailers)Customers(consumers/businesses)2023/9/29Letterrefusingarequestforcredit（拒绝赊购请求的信函）DearMissWardleWeweregladyoua_________uswithaviewtoplacinganorder,andtolearnofthegoodstartofyournewbusiness.Thequestionofgrantingc_____foranewlyestablishedbusinessesisneveraneasyone.Manyownersgetintodifficultiesbecausetheyovercommitthemselvesbeforetheyareth________established.Althoughwebelievethatyourownbusinessp______verywell,wefeelitwouldbebetterforyoutomakeyourpurchasesonac____

basisatpresent.pproachedreditoroughlyromisesash2023/9/29LetterrefusingarequestforcreditIfyouarewillingtodothiswewilla_____youaspecialcashdiscountof4%inadditiontoourusualtradet_____.Wehopethatwecanenterintobusinesswithyouontermsthatwillbringl_____satisfactiontousboth.Whenyourbusinessisfirmlye__________wewillbehappytowelcomeyouasoneofourcreditcustomers.Yourssincerelyllowermsstablishedasting2023/9/29Exercises:读以下对于订货未送达的投诉函，然后写一封回复函。DearSirsOn25SeptemberweplacedourorderNo.RT56forprintedheadednotepaper(信纸).Youacknowledgedtheorderon30September.Asthatissome3weeksagoandwehavenotreceivedadviceofdelivery.Wearewonderingwhethertheorderhasbeenoverlooked.Thedelayindeliveryiscausingconsiderableinconvenience.Wemustaskyoutocompletetheorderimmediately,otherwiseweshallhavenooptionbuttocancelitandobtainthestationeryelsewhere.Yoursfaithfully信的开头已经写好，请往下写五句话完成这封回复函。DearMrSargeantThankyouforyourletterof18October.Iquiteunderstandyourannoyanceatnotyethavingreceivedthestationeryorderedon25September.____________________________________________________________________________________________________________________________________________________Yourssincerely2023/9/292023/9/29AreplyforyourreferenceDearMrSargeantThankyouforyourletterof18October.Iquiteunderstandyourannoyanceatnotyethavingreceived