Unit 6.4 Refuse claims数字时代的商务英语写作.pdf

Unit 6 Negative Messages 第六章 负面消息沟通 6.4 Refusing claims 6.4 拒绝索赔 Buffer ▪ Use the indirect strategy to set an empathic tone and buffer the bad news. ▪ Use neutral, objective language to explain why the claim must be refused. o Explain clearly present valid reasons for the refusal. o Explain company policy, if relevant. • Do not blame customers, even if they are at fault. • Avoid “you” statements that sound preachy. o You should have known that cash refunds are impossible if you had read your contract.  • Cushion the refusal by accentuating the positive • Imply a refusal • Suggest a compromise, alternative, or substitute, if possible Closing ▪ Offer resale information, if appropriate to rebuild the customer’s confidence in your products or organization. o Include resale or sales promotion material, if appropriate o Renew good feelings with a positive statement o Avoid referring to the bad news. o Look forward to continued business EX: You bought the finest compact speakers on the market, Mr. Chang. If you haven’t installed them yet, you may be interested in ceiling mounts, shown in the enclosed catalog on page 48. We value your business and invite your continued comparison shopping. Sample 1 open with a key Thank you for sharing with us how much you have enjoyed your recently idea of product purchased ProAudio Model 2018 . We take pride in selling the finest confidence and products at affordable prices. The ProAudio Model 2018 you purchased show that you agree last month are premier concert hall quality. with a statement in the customer’s We