外贸英语函电第二版Chapter 12Complaints and Claims.ppt

Complaints and Claims Aims Requirements 1. To enable students to know the causes of complains and claims. 2. To enable students to know the main points in writing letters to complain and claim. 3. To enable students to know the main points in writing letters to deal with complains and claims. 4. To help students to learn and master key words, phrases and sentence patterns. Contents 1. The causes of complains and claims. 2. The main points in writing letters to complain and claim. 3. The main points in writing letters to deal with complaints and claim. 4. Additional words, phrases and sentenc