11投诉索赔函(案例项目化)X(2).pptVIP

商务英语写作 Business English Writing Business English Writing 商务英语写作 主讲人 栾述文 中国石油大学文学院 Business English Writing 商务英语写作 主讲人 栾述文 中国石油大学文学院 Goodwill and Social Letters 第十一讲 投诉索赔函 Letter of Complaintand Claims 友好与社交信函 Unit 7 Goodwill and Social Letters 7.5 Letter of Complaints and Claims 7.5.1 Introduction Cases for Complaints: Goods may be shipped to wrong address or arrive in less than perfect condition. Details for an order may be confused. Badly needed goods may be delayed. Quality may be different from the standard. Unit 7 Goodwill and Social Letters 7.5 Letter of Complaints and Claims 7.5.1 Introduction About Claim Letters: Claim letters have two groups: routine claims and persuasive claims. Routine claim letters are usually associated with relatively minor problems. Claim letters assume that the request will be granted quickly and willingly. Claim letter should be clear, specific, concise, straight-forward, well planned, and documented, listing the facts of the situation. Make certain what the real cause is and who is the party to be held responsible. Unit 7 Goodwill and Social Letters 7.5 Letter of Complaints and Claims 7.5.1 Introduction Guidelines for Complaints and Claims to Receive Best Judgments: (1) State the request at the beginning; (2) Explain details to assess the situation; (3) Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply; (4) End positively ? express your appreciation in advance for taking the action requested. Unit 7 Goodwill and Social Letters 7.5 Letter of Complaints and Claims (1) Sentence Menu for Stating the Request: Would you please correct your shipment by sending the order No. … by the first available vessel? I should appreciate your looking into this matter and arranging for delivery of the required goods as soon as possible. I should like you to refund the money we have paid you for these machines. We should