商务英语写作Adjustmentsandrefusals教案.pptVIP

商务英语写作 ___Chapter Six Adjustments and refusals 1.What are the steps in dealing with complaints? Acknowledge receipt of a complaint letter Your fault Yes No Apologize for the error Admitting responsibilities Explaining briefly the fault Regretting for dissatisfaction Explaining for rejection Rejecting tactfully Proposing to solve the problem Offering specific solution Directing to third party Concluding by keeping the goodwill 1.What are the steps in dealing with complaints? Adjustment letters: Correct the mistake Refusal letters: Say no and maintain goodwill 2.The general plan for adjustment letters You grant an adjustment and correct an error, which is a piece of happy news and positive situation. 1.Begin directly – with the good news. 2.Incidentally（顺便地）identify the correspondence that you are answering . 3. Avoid negatives that recall the problem. 4. Regain lost confidence through explanation or action 5.End with a friendly, positive comment. 3.The general plan for refusal letters Indirect order to convey a bad news message. 1. Begin with words that indicate response to the request and are neutral as to the answer, and set up the strategy. 2. Present your justification or explanation, using positive language and you-viewpoint. 3. Refuse positively. 4. End with adapted, goodwill comment. Useful notes: 回避责任 evade responsibility 挑错 find fault with 得到赔偿 to cover a loss from 撤消投诉 withdraw a claim 提供证据 provide proofs 商业文件 business document 合同条款 contract clauses 1). The Opening The first paragraph you should start with acknowledging the complaint or delivering the good new. We have received your complaints of, referring to your order No.XXX Thank you for bringing us attention to the matter of… …should reach you in three days… 2). The body The body should focus on your actions and decisions about the complaint. I have checked with the transporters, and they inform me that… According to our rec