Section 20 投诉索赔Complaints and Claims 商务英语 教学课件.pptVIP

Section 20 投诉索赔Complaints and Claims  I. 要点概述Main Points 1. What is a complaint? 1. What is a complaint? In international trade, a complaint is usually the written expression of some dissatisfaction concerning the quality of the products, the package, the shipment, the delivery and services, etc. A complaint is actually an indication that questions should be asked concerning a certain way of being or doing things. You make a complaint when you are not happy and satisfied with the standards of goods and service you have received from your business partners or other organizations. 2. How to file a claim? Your complaint is an expression of concern or dissatisfaction against other company. If you are to file a claim you have to contact someone in authority at the company or business in question, for example, the owner, the president, or the consumer complaint department to resolve the complaint. When you contact the company for the purpose of getting resolution by your talking or writing the person in charge at the company you should be very courteous and remain calm. Try to explain the problem by providing dates, the amounts paid, important documents, and presenting as many facts as possible. Then explain what type of remedy you are seeking and state whether you are willing to negotiate. Meanwhile, remember that in many disputes, neither side is totally correct. 3. What tactics can be adopted in making a complaint? When making a complaint you need to complain in factual terms as it relates to their responsibility rather than emotional consequences. You have to make clear copies of all the documents including receipts of a transaction, a bill or communications and something like that. Store the original documents in a safe place. Clarify the problem in factual terms and write down specific problems and details to serve as proof and then find out how the company usually handles complaints or disputes. Write a letter, send an email message, make a phone call or visi