标准书号48-49 308-04891 Chapter 9 Complaints ，Claims and Adjustments新.pptVIP

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标准书号48-49 308-04891 Chapter 9 Complaints ，Claims and Adjustments新.ppt

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国际商务英语写作作者：管春林 Chapter 9 　Complaints ，Claims and Adjustments Chapter 9 　Complaints ，Claims and Adjustments 9.1 Questions for discussion 9.2 Background information 9.3 Sample letters 9.4 Analysis and discussion 9.5 Points to remember 9.6 More useful patterns 9.1 　Questions for discussion （1）As far as you know ，what might be the causes for complaints ？（2）What are to be noted by sellers when they are dealing with a complaint ？（3）Is it necessary for sellers to go into a long story of how the mistake was made ？Why ？ 9.2 Background information An importer may make a complaint because of one of the following problems：（1）The wrong goods may have been sent．（2）The quality may not be satisfactory．（3）The goods may have been delivered defected ，damaged or late．（4）The prices charged may be excessive ，or not as agreed．（5）The delivery may be delayed．（6）The wrong billed invoice has been sent．（7）The delivery is mixed up． 9.3 　Sample letters Please read the following sample letters to see how they are worded and structured to make complaints ，claims and adjustments ． 9.4 　Analysis and discussion What are the common components of these letters ？ Essential elements （1）Referring to the receipt of the order （2）Lodging complaints or claims （3）Proposing a solution （4）Ending the letter respectfully and implying that more orders may follow if the requirements are met． Question How are these letters structured ？ Basic elements （1） Acknowledgement of receiving the letter of complaint or claim ．（2） Expressions of regret or apology no matter whether the writer’s company is to blame for the unhappy occurrence. （3） Statement of the investigation result. （4） An explanation for the matter ．（5） Offer for compensation 9.5 　Points to remember （1）Make a complaint or claim immediately ．（2）Complaints should be made in a restrained and tactful way so that future business relationships are not jeopardized ．（3）Explain the problem clearly by providing specific details as a vagu