商务英语写作ComplaintsandClaims教案解析.ppt

Language points accept a claim 接受索赔 settle a claim 解决索赔 entertain a claim 受理索赔 admit a claim 同意索赔 dismiss a claim 驳回索赔 reject a claim 拒绝索赔 relinquish a claim 撤回索赔 waive a claim 放弃索赔 withdraw a claim 撤回索赔 claim on account of damage 因损坏而索赔 claim for damage 由于损坏而索赔 claim for financial loss 要求经济损失的诉权 claim for inferior quality 因质量低劣而索赔 claim for payment 要求付款的诉权 claim for proceeds 要求赔偿货款 claim for short delivery 因短装而索赔 settlement by amicable arrangement 以友好的办法解决 settlement by arbitration 以仲裁方式解决 settlement of balance 结清余额 settlement of claims 解决索赔 settlement of loss 偿付损失 Chapter FiveComplaints and Claims Why people complain ……? Damaged or defective goods Late delivery Poor quality Incorrect bills Delivery mistakes 1.What is the complaint letter? A complaint letter, also known as a claim, informs a business that an error has been made or that a defect has been discovered concerning a product or service. A complaint letter is also served as a legal document notifying the recipient that a correction or adjustment is being requested. 2.What is the aim of a complaint letter? Express dissatisfaction Ask for solution 3. The general plan for complaint letter 1. Begin directly. Tell what is wrong. 2. Give detailed description as to the damage, loss or inconvenience incurred. 3. Name specific actions to correct the problems and politely mention strong terms if you fail to get a satisfactory reply. 4. End positively-friendly but firm. Exercise: Rearrange the sentences a. We are sure this was just carelessness in checking and that you will send another shipment of blouses promptly to replace this faulty one. b. There are also open seams on many of the sleeves. c