国际商务函电：Chapter 13.ppt

Overview In business, if the buyer can prove that it is the sellers responsibility for the loss of the goods, he can make a claim. The seller is obligated to compensate the buyer. Generally speaking, claims arise because the wrong goods may have been delivered; the quality may have been found unsatisfactory; the shipment may have been found damaged, short, missing, late; the prices charged may be excessive or not as agreed. There is also another kind of claim. It is made by buyers who find fault with the goods as an excuse to escape from the contract, either because they no longer want the goods or because that they can get them cheaper elsewhere. If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of on the first grounds, to our advantage and with restraint and settle them amicably to the satisfaction of all parties concerned. Complaint Letters A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary.  1. Identify early the reason you are writing — to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence. 2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. 3.