对外经贸函电课程课件-Unit-12-Complaints-and-Adjustments.pptVIP

Unit twelveComplaints and Adjustments抱怨与调停 Complaint may happen under the following circumstances:Wrong delivery of goodsLate deliveryShort deliveryGoods damagedBad qualityPrice overcharged When making a complaint, plan your letter as follows:(1) Referring to the receipt of relevant order, delivery, etc.(2) Lodge complaints or claims (3) Refer to the inconvenience caused.(4) Suggest how the matter should be put right.  Rules followed in dealing with a complaint:(1) Decide whether the complaint is justified. If  yes, admit it readily, express your regret and promise to put things right.(2) If no, point out politely. To refuse the claim offhand is not a good policy.(3) If a complaint can’t be dealt with promptly,  first acknowledge it. Tell the other party  that you will look into it and send a full reply later.(4) Complaint should be treated seriously and  investigation should be made thoroughly.  Note the difference between the impolite and polite expressions: 1. These samples are unacceptable. These samples are not up to your high standard. 2. We shall lose orders and hold you responsible. This may result in some loss of orders. 3. Replace these samples now! We must therefore request that you replace these samples at once. 4. If this happens again, we will never do business with you in the future! In the past we have always been satisfied with your products, and we trust such an incident will not occur again. Letter 1 (Complain about the Wrong Delivery) Situation 感谢及时交货。 买方提货后发现，有一箱内物与其他不同，非所订之货，所以推测该箱货属于其他订单项下。 由于所订的刀具是一个产品系列，缺失将导致不完整，希望卖方尽快寄送缺失的型号。 随信附箱内物清单，货物听候处置。 Dear Sirs, Thank you for your prompt execution of our Order No. 21 for cutlery which arrived at Hamburg in due time. We took delivery of the goods on March 10. On examination, we found that everything appears to be correct and in good condition except in case No. 7. When we opened this case we found that it contained completely differe