Unit 4.6 Direct Claim Requests数字时代的商务英语写作.pdf

Unit 4 Routine and Informative Business Messages 第四章：日常信息性沟通 4.6 Direct Claim Requests 4.6 日常投诉/索赔 •When a customer must write to identify or correct a wrong, the letter is called a claim. • Complaint letters generally focus on damaged products, mistaken billing, inaccurate shipments, warranty problems, return policies, insurance snafus, faulty merchandise, and etc. •Direct/routine claims are those to which you expect the receiver to agree readily. •Persuasive claims are those to which you expect resistance from your reader. 2 Writing Plan Opening Body Closing ▪ Opening: Describe clearly the desired action. ▪ Body: Explain the nature of the claim, tell why the claim is justified, and provide details regarding the action requested. ▪ Closing: End pleasantly with a goodwill statement, and include an end date and action request, if appropriate. Opening Opening: Open with a clear problem statement and the desired action When the remedy is obvious, state it immediately ▪ Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet. When the remedy is less obvious, you might ask for an explanation. ▪ As three of our employees with confirmed reservations were refused on September 16 in your hotel, would you please clarify your policy regarding reservations and late arrivals. Body Body: Provide necessary details to explain the claim and tell why the claim is justified • Avoid becoming angry or trying to fix blame • State the facts logically, objectively, and unemotionally • Include copies of all necessary documentation, such as invoices, sales slips,… • When an alternative remedy exists, spell it out • EX: If you are unable to send 24 Royal hot-air popcorn poppers immediately,