complaints_and_claims.pptVIP

Complaints and Claims;Objectives;Complaint: A statement that a situation is unsatisfactory or unacceptable or that someone has done something wrong.;In business activities, no matter how perfect an organization may be, Complaints from the customers are certain to arise. ;抱怨、投诉;There are 2 kinds of complaints being frequently made by buyers:;2. The complaint used as excuses: There is the complaint made by buyers who find fault with the goods as an excuse to escape from their contracts, either because they no longer want the goods or because they have found that they can get them cheaper elsewhere.;Rules for Dealing With A Complaint;3、All complaints should be treated as serious matters and thoroughly investigated.;Ⅰ. Making complaints 抱怨;1. To make (lodge, lay, file) a complaint with a department about sth. 因某事向某部门抱怨;2.To complain to sb, of (about) sth.向某人抱怨;3. To be of the quality是…的质量;4. To be not up to 达不到…;5. To correspond with (to be in conformity with)与…一致;6. To be short by 缺少…;7. To be (found) short weight by短重…;8. To find…missing 发现…丢失;主张、索赔;Notes：;3. 和 claim 组成的动词词组： Accept /Admit a claim 同意索赔 Reject a claim 拒绝索赔 Settle a claim 解决索赔 Entertain a claim 受理索赔 Dismiss a claim 驳回索赔 Relinquish a claim 撤回索赔 Waive a claim 放弃索赔;The Reasons for Claims;Documents Required When Lodging a Claim ;The common expressions of claim;Ⅱ. Lodging Claims索赔;1. To lodge a claim 提出索赔;2. To claim …for 为…提出索赔;3. To ask sb to ship replacement 要求某人发运更换货物;4. To ask for (demand) a claim请求索赔;Ⅲ. Acceptance of Claims接受索赔;To accept (entertain) a claim 接受索赔;2. In settlement of 解决;3. To be (not) liable for 对…（不）负责;Ⅳ. Rejection of claims拒绝索赔;To be without foundation没有根据;2. To refer sth. to sb.提交某人处理某事;3. To repudiate one’s liability for sth拒绝对某事负责;4. To be normal 正常的;5. To settle by arbitration通过仲裁来解决;Letters about Complains claims;Beginning: Announce the claim ;Details should be expressed in the body:; ?A．质量问题（On Quality）;我们很遗憾地通知您，贵公司上次交运的货物未达到你们平常的标准。货物看上去过于粗糙，且外型低劣。; ?B.损坏（Def