(精选)商务英语综合实训项目十一 贸易善后工作课件.pptVIP

实训项目十一;;第一节 知识巩固 ;抱怨、索赔信函Complaints Claims的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，如：货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，这些均是抱怨、索赔的正当理由。书写抱怨、索赔信函时，不妨开门见山出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，最后提出解决的方法。内容应明确、清楚、有理，语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问题反复发生，且多次投诉而毫无结果）。;基本结构和句型： 1. 很遗憾地告诉对方发现的损失情况 We regret to inform you that … when we examined… Upon the inspection report, we regret to know that … 2. 详细说明损失的原因和受损的金额 The whole lot was stained because of the broken package… It looked like they had been opened in transit… It was burned… /damped…/broken The parts are not in conformity with the samples… The damage caused losses amounting to US $5,000. We are suffered from a total loss of this business and our reputation among clients. 3. 提出索赔方案 We are asking for a compensation of … We will only remit part of the under payment. We will send you a debit note of USD… for the compensation. We request you send us the right commodity immediately with 10% discount.;二、翻译下列理赔信，并讨论其基本结构和句型。;General Letter of Complaint Dear [Contact Person or Customer Service Manager], On [date], I [bought, rented, had been served, etc] a [name of product with model number, service performed etc] at [location and other details of the transaction]. I am disappointed because your [product, service, billing, etc.] has [not performed as it should, was wrong etc] because [state the problem as you understand it, giving as much detail as possible]. To resolve the problem I would appreciate your [state the action you require, e.g. refund, service performed again, etc]. Enclosed is a copy/are copies of the [receipt, contract etc]. I look forward to hearing from you and having a resolution of this problem. I will wait for [set a time limit] before seeking help from [Trading Standards, consumer group, solicitor, etc]. Please contact me at the above address or by phone [give numbers]. Yours sincerely [Sign] [Print Your Name] Enclosures: [state documents you have enclosed, i