商务英语函电王维平chapter9chapter9章节.pptVIP

Chapter 9 Complaints and Claims Contents Learning Aims explain the common causes for complaints and claims; learn how to make complaints and claims; learn how to reply to complaints and claims; understand rules and procedures for writing complaints and claims; acquaint yourselves with some names of chemical products. Question:  Under what conditions should customers make a complaint or a claim against the supplier? 2 kinds of complaints or claims being frequently made by buyers: (1) The genuine complaint or claim, which arises from one of the following situations: ?The wrong goods may have been sent ?The quality may not be satisfactory ?The shipment may have been found damaged, short or late 2 kinds of complaints or claims being frequently made by buyers: (2) The complaint used as excuses: Rules for Writing Complaints and Claims 1. Begin immediately and clearly. 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. The usual steps of making a complaint (1) Begin by regretting the need to complain. (2) Give a detailed presentation of facts to explain what is wrong. (3) State your reasons for being dissatisfied and ask for an explanation. (4) Refer to the inconvenience caused. (5) Suggest how the matter should be put right. How to reply to complaints (1) Express your thanks for the letter received. (2) Apologize for the inconvenience caused. (3) Indicate what steps you are taking to set the matter right. (4) Express your expectations for further cooperation. The usual steps of making a claim (1) Inform the receiver of details related to the goods to be claimed. (2) Make clear what your claim is. (3) Request the action: a