标准书号50 51 308 05044 Chapter 13 Complaints and Settlement.pptVIP

国际贸易函电 作者：张干周 Table of Contents Introduction Customers may make a complaint or file a claim against the supplier. It may be: １. complaint of wrong goods delivered; ２. complaint of goods in inferior quality; ３. complaint of different quality; ４. complaint of shipment damaged, short, or missing; ５. complaint of goods delayed or badly packed. Introduction The rules for writing complaints: １. Address the reader politely. Make sure that your letter is polite and business‐like. ２. Regret the need to complain. ３. Mention the date of the order, the delivery and the goods complained about ． ４. Explain the problem clearly by providing specific details. You should make it clear what your grievances are and what has failed to be done. Refer to the inconvenience caused ． ５. Make a specific request. Suggest how the matter should be corrected ． Introduction The rules for replying to complaints: １. Take the complaint or claim seriously. ２. Explain what has happened and why it happened . ３. Ask for any necessary cooperation from the customer. ４. Do not shirk responsibility. If you are wrong, you should admit your mistake and apologize sincerely. If the trouble is caused by other people, you may promise to contact them and resolve the problems. ５. End with a friendly, positive comment. Specimens Writing Templates Writing Templates --- Complaint Writing Templates --- Claim accepted Writing Templates --- Claim rejected * * * * 责任编辑：朱玲 出版日期：2009年9月 IDPN：308-2009-022 课件章数：18 Chapter 13 Complaints and Settlement 1. Introduction 2. Specimens 3. Writing Templates Subtitle Complaining about Inferior Quality + Reply Complaining about Late Delivery + Reply Complaining about Short Weight + Reply Claim accepted