商务英语写作 7 日常投诉与索赔

1、2020/9/4,1,business writing商务英语写作,2020/9/4,2,chapter 7 routine claims and adjustment,日常投诉与理赔,2020/9/4,3,introduction,ideal case in 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 goo

2、ds prompt and accurate. no mistake is made and nothing is wrong.,2020/9/4,4,problematic case however, 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 d

3、amaged, missing or short. under such conditions and many others, customers may make a complaint or file a claim against the supplier.,2020/9/4,5,claims: good or bad news?,generally, complaints and claims situations are bad-news situations. when the news is bad, a letter in the indirect order is usua

4、lly appropriate. but claim letters can be divided into two groups: routine claims and persuasive claims. (possibly because of guarantees, warranties, or other contractual conditions),routine,persuasive,2020/9/4,6,assume that a request will be granted quickly and willingly, so such letters are most e

5、ffective 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. anyhow, making complaints and claims is not a pleasant business and needs to be well planned and documented. how can

6、 your complaints and claims receive best adjustment you desired?,2020/9/4,7,guidelines:,begin directly. tell what is wrong. identify the situation (invoice number, product information, etc.) in the text. describe the story in a clear and organized way. present enough facts to permit a decision. name

7、 specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. end positively, friendly but firm.,2020/9/4,8,rules for writing complaints and claims,1. complain or claim immediately. 2. address the reader politely. 3. explain the problem clearly b

8、y providing specific details. 4. make a specific request.,2020/9/4,10,letter 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 fro

9、m 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.,2020/9/4,11,the software you sent us operated well at the beginning, but the system refused to work after two

10、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 happ

11、ens. it is urgent that you adjust the issue by sending,2020/9/4,12,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 ti

12、me 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,2020/9/4,13,adjustment : good news,when you ge

13、t 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 writte

14、n in the direct order is appropriate.,adjustments,slogan-settle the problem and keep the customer! suggestions: 1. reply promptly prompt 2. show understanding 3. be tactful 4.serious yet courteous,2020/9/4,15,the direct-order plan follows these general steps:,begin directlywith the good news. incide

15、ntally 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.,2020/9/4,16,letter b letter of adjustment,dear mrs. williams: your repaired video game is being returned by

16、 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

17、repairs can be made by one of the dealers of our expanded network (see enclosed sheet).,2020/9/4,17,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

18、 forward to helping you enjoy your video game. sincerely, paul bilenikoff technical services enclosures,2020/9/4,18,questions for comprehension,1. 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

19、 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 re

20、quirements for writing routine claims and adjustments.,2020/9/4,19,direct 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,poor,

21、1. 发泄不满,2. 抱怨对方销售人员的过失。,good vibes 良好的共鸣,好感,2020/9/4,20,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 se

22、rvice i did not authorize. i refuse to pay this charge.,4.自己对问题的态度。,3. 问题产生的过程。,2020/9/4,21,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

23、提出怀疑。,6. 表示自己可能再次购买, 暗示对方这次要诚实。,fraudulent practices 徇私舞弊；欺诈,2020/9/4,22,1201lantana. 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

24、an erroneous charge of $299.,improved,1. 提出请对方改正错误的方法。,2020/9/4,23,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 arri

25、ved 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。,2020/9/4,24,enclosed is a copy of my sales invoice along with my visa statement on which i circled the charge. please authorize a credit immediately

26、 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 enclosure,3. 提出具体改正方法。,4. 表扬产品性能，表达再次光顾的愿望。,2020/9/4,25,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

27、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

28、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。,2020/9/4,26,2. 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

29、 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,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。,2020/9/4,2

30、7,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, spen

31、ding $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 m

32、anager,improved,1.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。,2020/9/4,28,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

33、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。,2020/9/4,29,claim opening,would 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。,2020/9/4,30,the consignment of the clothing materials we ordered on august

34、 10 is not the quality as shown in the samples. the 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

35、问题。,3. 具体阐明问题所在。,2020/9/4,31,we havent got the personal computers we ordered on june 3. on 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 go

36、ods still have not reached us.,1.点名问题。,2.详述问题。,2020/9/4,32,adjustment opening,the correct consignment of the clothing material will reach you within 20 days.,1. 告知错误已经纠正。,2020/9/4,33,thank 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

37、方的投诉。,2020/9/4,34,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.,1. 发泄不满。,2. 抱怨对方销售人员的过失。,2020/9/4,35,please credit my visa account, no.0000-0046-2198-9421, to corre

38、ct an erroneous charge of $299. 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

39、$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。,2020/9/4,36,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 supp

40、osed 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。,2020/9/4,37,$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 e

41、xtended 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.,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

42、决定。,2020/9/4,38,useful sentence patterns,2020/9/4,39,a. claims,1. describe the problem 1) 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

43、 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。,2020/9/4,40,6) we are disappointed to find that the item

44、s 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

45、 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。,2020/9/4,41,2. name specific actions to remedy the problem 1) 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

46、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。,2020/9/4,42,3. courteous demand for action 1) we s

47、hall 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 appropriatel

48、y. 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。,2020/9/4,43,4. strong demand for action 1) if you cannot deliver the goods within ten days, well reluctantly turn th

49、is 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

50、 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。,2020/9/4,44,b. 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

51、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。,2020/9/4,45,patterns and substitutions,1. the quality of the goods shipped against our order no. 9823 has been found not in conformity with the agreed speci

52、fication.,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。,2020/9/4,46,patterns and substitutions,2. on comparing the goods received, we were surprised to find that they -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 t

53、o our satisfaction.,2020/9/4,47,patterns and substitutions,3. upon examination, we found that -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 ordered.,2020/9/4,48,patterns and substitutions,4. we m

54、uch 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。,2020/9/4,49,patterns and substitutions,5. we have examined the goods duly received and found -the packing was soaked. -half the goods broken (torn, beyond repair,

55、unusable, unsaleable) -case no. 3 & no. 6 are broken and their contents badly damaged. -35 pieces were missing the rest unfit for use.,2020/9/4,50,patterns and substitutions,6. 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

56、430磅。,2020/9/4,51,patterns and substitutions,7. after inspection, we found that -your shipment of our order no.123 was short in weight. -there is a shortage of 535 kilos, though the packing remains intact. -case no. 32 only contains 25 toy cars instead of 55 on the packing list.,2020/9/4,52,patterns

57、 and substitutions,8. we have to inform you that the dvd sets we ordered from you last month have not arrived here, nor have 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。,2020/9/4,53,patterns and substitutions,9. in view of this, we have no other cho

58、ice but to return the faulty sets to you and must ask you to replace them.,鉴于这种情况，我们只好将有缺陷的几套退回，请务必予以调换。,2020/9/4,54,patterns and substitutions,10. under these circumstances, we -have to return the goods to you at your expenses. -request you to dispatch a duplicate shipment within one month. -are se

59、nding you a list of the inferior goods for your replacement. -shall hold the goods at your disposal pending your reply.,2020/9/4,55,patterns and substitutions,11.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。,2020/9/4,56,patterns and substitutions,12. our customers