商务英语听说第二册课件李玉萍主编 ISBN9787811345773Programme 1.Complaints and Claims.pptVIP

Programme 1 Complaints and Claims Process Objectives: ● Learn how to make complaints and claims properly; ● Know the documents needed while lodging claims; ● Practice listening for specific information; ● Practice communicating orally with business partners on complaints and claims. Final Objective: Deal with the problems pertaining to complaints and claims in an appropriate way. Brief introduction In international trade, disputes often arise between two parties when one party thinks that the other has failed to fulfill the duties stipulated in the contract during the performance of it. These disputes very likely lead to complaints and claims, which are quite normal in business, no matter what careful and well-planned work we have done. In order to keep good business relationship and make a solid foundation for the future cooperation, the two parties should respond to the complaints and claims appropriately. If a complaint or claim is made by the buyer, it should be looked into and concerning details should be presented before the party charged. Usually, mentioning of the previous satisfying deliveries and services could win more consideration so that it is helpful to solve the present complaint or claim. Usually, People, who make claims and negotiate settlement with the liable party, generally fall into the following categories: freight forwarders; airlines; inland trucking companies; rail companies; shippers; insurance companies etc. And types of claims frequently filed by importers and exporters are: inferior quality; quality discrepancy; poor packing; damage; shortage; delayed shipment; loss of the goods; wrong delivery etc. When filing a claim, the following types of documentation are often needed: original certificate of insurance; copy of ocean bill of lading; original commercial invoice; inland rail waybill or truckers waybill; local carriers delivery receipt; copy of carriers inspection report; statement of claim etc. Business projects Project 1 Enquiring