(国际商务英语函)Unit12Claims Settlement.ppt

* Unit 12 Claims Settlement 索赔与处理 Situational Introduction （情景介绍） 李娜实习的那家公司最近接到了一些投诉信，她也全都阅读了，从中了解到投诉和处理投诉，索赔和理赔，也是公司业务中司空见惯的事。她就这方面的问题和困惑来请教于张经理。张经理给她讲解了投诉是如何发生的，发生了又该如何正确对待和妥善处理等等，要求她熟练地掌握常见的术语，以便更好地理解这方面的英语函电。 Ideally, it should not be necessary to complain, since in business everything should be done carefully. Unfortunately, as in other walks of life, things do not work out as well as that. Errors occur and goods are mishandled; accidents happen usually because of haste and lack of supervision. There is often a shortage of staff, so mistakes are inevitable and customers complain. Complaints may be of several kinds, and may arise from the delivery of wrong goods, damaged goods, or too many or too few goods. Even if the right articles are delivered in right quantities, they may arrive later than expected, thus causing severe difficulty to the buyer and, possibly, to his customers. Then the quality of the goods may be unsatisfactory; perhaps they are not in conformity with the sample or the description on the basis of which they were ordered, or they may simply be second-rate products. Background Knowledge 1. Why do some customers complain? 2. What may complaints arise from? 3. When should the sellers make investigations? 4. Are the buyers interested in hearing how or why the error occurred? 5. Should all complaints be treated as serious matters and thoroughly investigated? 6. If the compliant is justified, what should the seller do first? 7. Should replies to complaints be courteous? 8. If the value of the goods in question is high, what will the seller possibly do? 9. What will the amount of the reduction depend on? 10. If the sellers are the first to find that a mistake has been made, what should he do? the causes of complaints and claims; the kinds of complaints; the steps of dealing with complaints; who determines the amount of the reduction; how to make explanations for the seller to the buyer if he complains; if the sellers are the first to find t