8投诉、索赔和理算Complaint, Claims Adjustment.ppt

Chapter 8 Complaint, Claims Adjustment 投诉、索赔和理算 In an deal business transaction, no mistake is made and nothing is wrong. Errors do sometimes occur and customers may make a complaint or file a claim against the supplier. Routine claims vs. Persuasive claims Direct order or indirect order Bad-news situations, needs to be well planned and documented Guidelines: 1. Begin directly. Tell what is wrong. 2. Identify the situation and describe in a clear and organized way. 3. Present enough facts to permit a decision. 4. Name specific actions to correct the problem. 5. End positively friendly but firm. 1. Complaints The best step to correct the mistakes of a business firm is to make complaints. Writing suggestions: Opening: states the problem in details Body: gives additional information (the impact); states what you want done (action) Closing: expresses confidence Try to keep the goodwill of the reader. There should be no threats, accusations or antagonizing expressions. Note the difference between the impolite and polite expressions: 1. These samples are unacceptable. These samples are not up to your high standard. 2. We shall lose orders and hold you responsible. This may result in some loss of orders. 3. Replace these samples now! We must therefore request that you replace these samples at once. 4. If this happens again, we will never do business with you in the future! In the past we have always been satisfied with your products, and we trust such an incident will not occur again. 5. I expect an answer soon. I look forward to hearing from you. Sample letters A. complaint about delay B. complaint about broken radio C. complaint about poor packing D. complaint about missing goods E. strong complaint of non-delivery a. Complaint about Delay Dear Sir, On October 20 we ordered from Mr. Robinson, the salesman for our territory, stationery and office supplies for use in our office. We asked that the order be sent before the end of the year. The duplic