ComplaintsandClaims解说.ppt

As a large laundry store, we need these articles urgently. So please be sure the goods reach us within 10 days. If we haven’t received any confirmation before 5 p.m. on April 6, we will turn this matter to our attorney. Frankly yours, Complaints and Claims 投诉与索赔 Introduction No matter how efficient a business firm tries to be, errors do sometimes occur. The best step we take to correct the wrongs is to make complaints or claims. Question: Under what conditions should customers make a complaint or a claim against the supplier? Complaints or claims arise from the situations as follows: 1）The wrong goods may have been delivered; 2）The quality may have been found unsatisfactory; 3）The shipment may have been found damaged, short, missing or late; 4）The prices charged may be excessive or not as agreed. Guidelines for a complaint or a claim: Opening Begin directly. Tell what is wrong. Body Identify the situation (invoice number, product information, ect.) in the text. Describe the story in a clear and organized way. Present enough facts to permit a decision. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. Closing End positively-friendly but firm. Sample Analysis 1. Complaint about inferior materials Dear Mr. Wang: Subject: Clothing Materials Under Order HYJCK No.042356 Must Be Delivered in Line with the Samples The consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples. The consignment arrived yesterday, but on checking the materials with the samples you sent us, we are surprised to find that they do not match each other. Their quality seems inferior to the samples, so they do not meet our customers requirement. We have arranged for the production of the customized suits and planned to start as soon as the materials arrive. However, we will have to postpone the original orders from our