qor[英语学习]投诉与索赔.pptVIP

Complaints and Claims (投诉与索赔)Page. 31～34 Causes for claim (1) The seller is held responsible for the following claims： Non-delivery or part-delivery (未交货或交货不足) · Delay in delivery／shipment (延误装船) · Inferior or wrong quality (品质不良) · Wrong quantity (数量不符) ·Insufficient packing (包装不当) ·Failure in entering into contract (成交后不签约) ·Non-fulfilments of contract (片面毁约) ·Discrepancies in specification (规格不符) (2)The buyer is held responsible for the following： ·Refuse to open an L／C(拒开信用证) ·Delay in opening L／C(迟开信用证) ·Delay in payment(延迟付款) ·Commission unpaid(不付佣金) ·Failure in entering into contract(拒不签约) ·Non-fulfilment of contract(片面毁约) (3)The carrier is held responsible for the following： ·Short-landed(短卸货物) · Goods missing(货物丢失) ·Rough handling(野蛮装卸) ·Others(其他) Dear sir, or Madam, I don’t know if this is your way of doing business. We just bought the photocopier last week. And I don’t understand why we couldn’t get a refund for a machine that does not work. Waiting for your earlier reply. Faithfully yours. Lily Liu Manager The Direct Approach to Complaints and Claims Complaints and claims are typical bad-news message. First, business people want to know as soon as possible when something wrong has happened to their products or services so that they can correct the situation immediately. Second, directness lends to clarity of purpose and success. The purpose of complaint or claim is to get better service or reasonable compensation instead of accusing the others． The basic rules of writing a letter of complaint. 1. Begin directly . tell what is wrong. 2. Identify the situation (invoice number, product information, etc. the text. Describe the story in a clear and organized way. ’ 3. Present enough facts to permit a decision 4. State what action you expect to be taken and End positively –friendly but firm Other things to notice direct your complaint to the right person Be specific . Supply important details Be concise Ho