《商务英语函电》课件-Task 15 Writing task and reference answer 处理客户索赔写作练习及参考答案

WritingTask:HandlingCustomerComplaints

处理客户索赔写作练习及参考答案Scenario:ChristaKoch,theHeadofTextileDivisionofAdeccoTradingCorporationinZurich,Switzerland,haspurchased1,000piecesofBabyGirlPullovers1fromQingdaoVatradGroupCo.,Ltd.ShecomplainsthattheBabyGirlPulloversArt.No.8954.079arefullofholesafterjustonewash.Theyhavetowithdrawthisarticlefromtheirstoresduetotoomanycustomerclaims.SheasksTinaFeng,theExportManagerofQingdaoVatradGroupCo.,Ltd.,togiveheranexplanation,andlodgesaclaimforUSD30,659.AttachedisaSurveyReportinsupportofherstatement.

Part1:Gettingtoknowyourtask

Task:WriteanE-mailofsettlement

toChristaKochonbehalfofTinaFenginresponsetoChristaKoch'scomplaintbyofferingreasonablesolutions.NOTES:1.BabyGirlPullover:女婴套头衫2.complain:v.投诉，抱怨complaintosb.of/aboutsth.因……向……抱怨Wehavetocomplaintoyouofthedelayinshipmentwhichhascausedusmuchtrouble.我方不得不对你方推迟发货给我们造成的不便表示不满。complainthat…抱怨……Weregrettocomplainthatyourconsignmentofsweatersdoesnotconformtothesamples,eitherinqualityorincolor.我方抱歉投诉你方的毛衣质量和颜色与样品不符。

Part1:Gettingtoknowyourtask

complaint:n.投诉，抱怨make/lodge/lay/fileacomplaintwithsb.aboutsth.因……向……抱怨Theimporterhasfiledacomplaintwithourcorporationaboutpoorpackagingofthegoods.进口商已经就货物的不良包装向我们公司投诉。3.withdraw:v.撤回4.claim:n.v.索赔lodge/file/raise/putinaclaim提出索赔claimagainstsb.向某人索赔claimonsth.为某货物索赔claimfor为某原因索赔claimfor索赔……金额

Part1:Gettingtoknowyourtask

NowpleasewriteanemailbasedonyourtaskinPart1.DearMrsChristaKoch,WearesorrytolearnfromyourE-mailthattheBabyGirlPulloversArt.No.8954.079arefullofholesafterjustonewash.Wewishtoexpressourdeepregretatthisincident.Weimmediatelygetintothismatterandstudiedyoursurveyreport.Wefoundthatitwasthemanufacturer’sfault.Thethreadswerenotproperlysewnupandknotted,andtherewerelongloops.Wehaveinformedthemanufactureraboutthisproblem.Inviewofourlong-standingbusinessrelations,wewillacceptyourclaimonthedefectiveproductsforUSD30,659.Weapologizefortheinconveniencecausedandpayspecialat