新商务英语函电 教学课件 方宁 王维平 Chapter 11.pptVIP

CHAPTER 11 COMPLAINTS CLAIMS Structure Business knowledge The Study of Letters Case 1 Case 2 Case 3 Case 4 Homework complaints and claims What is complaint and claim Letter concerning complaints and claims 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. 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. 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. 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. 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。日本Kayaku贸易公司（Kayaku Trading Co.）是一家专门从事化工品进口的公司，与浙江华达化学有限公司有着长期的业务往来。 某天，该公司客户Kita-Nippon Electric Cable Co., Ltd.的人员在对 华达公司发来的DCP进行检查时发现部分 产品有结块现象，于是, Kayaku公司的 科林·迈耶先生与华达公司经理张斌联 络有关退货及换货事宜。 Useful Expressions 9. make an inspection 9．make an investigation 10．take measures 11．reefer container 检查, 检验 进行调查 采取措施 冷藏箱 Useful Sentences 1．We are writing to complain about the shipment of our order No. 345 for … received yesterday. 2．We regret very much that it is necessary to complain about…. 3．We regret to inform you that the goods forwarded to us are in unsatisfactory state. Useful Sentences 4．Referring to our order No. 456, we have taken delivery of the goods which arrived on S.S. Red Star at New York. 5．We have ta