国际商务谈判英语 教学配套课件 兰天 chapter eleven claims and complaints.pdf

Chapter Eleven Claims and complaints 11.1 Introduction In international business, it is quite often that one of the contractual parties is in breach of the contract. The other party has the right to protect himself against possible loss by making complaints or claims on the breach party to have it put right. If the breach is not serious, the party suffering the loss may lodge a claim for compensation. If the loss is huge, he may take legal action. 11.1.1 Two categories of complaints and claims. 1.Genuine complaints and claims : ① The wrong goods sent ② Inferior quality ③ Deferent quality as requested ④ Improper packing ⑤ Insufficient quantity ⑥ Delayed delivery 2. Fault complaint is often made when: ① The buyer deliberately find fault with the goods. ② The buyer no longer wants the goods. 11.1.2 The points paid attention to  Regret the need to complain  Mention the date of order, the date of the contract……  State the reasons for your dissatisfaction  Ask for an explanation .  Refer to the inconvenience caused.  Suggest the solution. 11.1.3 Tips for making apologies 1.Before making your apology, you should:  First of all decided whether the complaint is justified.  Make a thorough investigation to the matter complained.  Write a courteous and prompt apology if the complaint is genuine. 2. Apology to complaints should:  Politely mention receiving the letter.  Admit the mistakes, express your regret and promise to put the matter right.  Promise this won’t happen again  Politely give the reasons if you can not accept the complaint. 11.2 Letters on Negotiation 1. Ask the students to read letter 11-1 and explain the letter and anal5ysis the structure of the letter 2. Ask the students to write two reply letters according to letter 11-1 on accepting and refusing the complaints respectively . 3. Ask the students to read Letter 11-2 ,11-3 a