商务英语写作 第11次课.pptVIP

Lecture 11 Review: Collection Rules for writing collections Keep the CLEAR principle; Keep a sincere and considerate attitude; Do not doubt that the buyer is intended to avoid paying the amount due; Say what you mean, mean what you say. (avoid e-motional elements) As for those whom not pay for the amount due after three collections, use a strong and resolute wording. Steps for the first collection 1. Mention that the account is still unpaid; 2. Indicate how much; 3. Ask the buyer to make payment as soon as possible. Steps for the second collection Indicate the date for the first e-mail; Date for the amount due; How much; Ask the buyer to make payment/send remittance right away Steps for the third collection/Ultimatum Date for the first and second e-mail; Date for the amount due; How much; Give buyer a time limit; Otherwise seek legal action Unit 3 Creative and persuasive documents 创意性与劝说性文书 Complaints and Claims 投诉与追索 Complaints 投诉函 Rules for Writing Complaints 1. Begin directly. Tell what is wrong. 2. Identify the situation (invoice number, product information, etc.) in the text. Describe the story in a clear and organized way. 3. Present enough facts to permit a decision. 4. Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply. 5. End positively—friendly but firm. Steps for writing complaints 1. Directly indicate the matter that you want to complaint about. 2. Describe the story in a clear and organized way. (happened many times) 3. Ask to correct as soon as possible Sample e-mail Dear Sir: To date, we have not received your status report for the fourth quarter of 2008. Unfortunately, this is the third time during the year that you have been late, and it is causing business problems here. From now on, would you please make sure the reports are sent on time? Sincerely, Replies to the Complaints 回复投诉函 Steps for the replies to complaints Say sorry first Put forward solutions to the matter End