标准书号46 47 308 04622 Unit 12 Complaints Claims.ppt

国际商务英语听说 作者：阮绩智 Introductory Remark In business, if the buyer can prove that it is the sellers responsibility for the loss of the goods, he can make a claim. The seller is obligated to compensate the buyer. Generally speaking, claims arise because the wrong goods may have been delivered; the quality may have been found unsatisfactory; the shipment may have been found damaged, short, missing, late; the prices charged may be excessive or not as agreed. There is also another kind of claim. It is made by buyers who find fault with the goods as an excuse to escape from the contract, either because they no longer want the goods or because that they can get them cheaper elsewhere. If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of on the first grounds, to our advantage and with restraint and settle them amicably to the satisfaction of all parties concerned. 1.Read the following tips for making complaints. Tips for Effective Complaints 1) Complain as soon as possible. 2) Find out about your legal rights. Are there any laws or regulations that can help you? 3) Pay attention to all printed information you have about the case, such as ads, brochure, warranty, or other document that describes the product or service 4) Talk to the right people, in the right order. 5) Be clear. Know your facts — preferably by keeping a file with all the necessary documents — and use them to ask for what you want. 6) Be polite. Youll get better, and maybe quicker, results if you explain the problem and ask for a resolution without resorting to anger or threats. 7) Be prepared to negotiate realistically. 8) Keep good records. Note the names of people you talk to, as well as the dates, times and outcomes of the conversations. 9) Its often best to explai