(精选)商务英语函电Unit 10 Complaints Adjustment课件.pptVIP

Unit Ten Complaints Adjustment Part One: Teaching Aims Requirements 1. Help students to learn and master key words, phrases and sentence patterns about complaints and adjustment. 2. Help students to learn some additional sentence patterns about compliants and adjustment. 3. Help students to grasp the ways of writing complaints and replies to complaints. Part Two: Background Knowledge In international business, claims do not happen in every transaction but often occur. Sometimes when the loss is not serious, the party suffering the loss may not lodge a claim for compensation. Instead, he writes a complaint to call the other party’s attention to avoiding this matter happening again. I. The types of complaints 1.The genuine complaint, which arises from one of the following situations: 1). The wrong goods may have been sent. 2). The quality may not be satisfactory. 3). The goods may have been delivered damaged or late. 4). The prices charged may be excessive, or not as agreed. 2. When we write a reply to the complaint or claim, follow the under-mentioned guidelines: 1). Confirming receipt of the complaint or claim and give it an answer as quickly as possible no matter whether there is a time limit or not. 2). Expressing thanks to the opposite party’s attention to the matter. 3). Showing regret for what has happened and sincere wish for resolving the problem. 4). Promising to look into the matter carefully. 5). When accepting the opposite party’s demand, put forward the principle for settling the problem; when not accepting, explanation should be made in the letter. 6). Showing enthusiasm to continue the business relations with the opposite party and wishing for further co-operation. Part Three: Sample Letters (1) Study Useful Words Phrases 1.oblige(v.) a) force；compel We are sorry to note that you have been obliged to close one of your branches，and trust that this is only a temporary setback． 我方遗憾地注意到，贵方不得已关闭了一家分公司，希望这不过是暂时的挫折。 Others, notably the Ne