商务英语函电 教学配套课件 方宁 王维平 Chapter 11.pdfVIP

CHAPTER 11 CHAPTER 11 COMPLAINTS CLAIMS 普通高等教育十一五国家级规划教材 Structure Structure Business knowledge Business knowledge The Study of Letters The Study of Letters Case 1 Case 1 Case 2 Case 2 Case 3 Case 3 Case 4 Case 4 Homework Homework 普通高等教育十一五国家级规划教材 complaints and claims complaints and claims What is complaint and claim Letter concerning complaints and claims 普通高等教育十一五国家级规划教材 complaint letters Begin by regretting the need to complain. Give a detailed presentation of facts to explain what is wrong. State your reasons for being dissatisfied and ask for an explanation. Refer to the inconvenience caused. Suggest how the matter should be put right. 普通高等教育十一五国家级规划教材 Replying to complaints Express your thanks for the letter received. Apologize for the inconvenience caused. Indicate what steps you are taking to set the matter right. Express your expectations for further cooperation. 普通高等教育十一五国家级规划教材 How to Make a Claim Inform the receiver of details related to the goods to be claimed. Make clear what your claim is. Request the action: a replacement, repair, refund or compensation. 普通高等教育十一五国家级规划教材 Replies to claims Begin by expressing your regret and promise to put the matter right. State briefly the reason for the mishap. Let the receiver know what actions have been taken. End your letter with assurance and desire for future development. 普通高等教育十一五国家级规划教材 Case 1 浙江华达化学有限公司（Zhejiang Huada Chemical Co., Ltd.）是一家专门生产并 出口过氧化物的跨国公司，总部设在美国 。公司主要产品为DCP，该产品熔点比较 低，熔化后容易结块，从而会影响后续产 品的质量，所以对运输和包装要求很高。