教学课件 外贸英语函电(第二套).ppt

关于货物受损的索赔信 Dear Sirs, Re: Your S/C No. 2A-667B We have been informed by our agents in Beijing that 200 Tea Sets under the above S/C by S/S Great Wall arrived at Port Amsterdam on July 8. Much to our regret, about 20% of the packages was seriously damaged with contents shattered to pieces and the outer bands broken. We immediately invited qualified surveyors to the spot to look into the case, and their findings show that this was due to poor packing. A detailed survey report will be dispatched to you subsequent to their further study of individual case. In accordance with the stipulations of the above Sales Confirmation, we think the tea sets should have been packed in strong seaworthy wooden cases suitable for long distance ocean voyages. We are obliged to hold you are responsible for the damage and claim on you for the compensation for the loss thus incurred. Meanwhile our buyers are urging us to settle the case immediately. Therefore, we would like you to inform us of what you decide to do regarding our losses. We are awaiting your prompt reply. Yours faithfully, 对于抱怨、索赔信函，给予及时、迅速和明确的答复非常重要。若问题出现确属自己的责任，应立即设法纠正或谋求解决的方法，保持同客户友好的合作关系；若一时没有定论，也应先回复来信，告知对方正在调查，设法弥补；万一遇到不合理的要求应心平气和、态度礼貌指明，以求给对方留下良好印象，促使问题尽快解决。 此类信件大致可以分成以下两类： 1）接受顾客要求并致歉 2）调整或拒绝客户的要求 回信（1）接受顾客要求并致歉 在商业往来中，无论怎样小心，总免不了出现失误。然而，失误本身并不可怕，重要的是勇于承认并诚心致谦。书写此类解决投诉信件时应注意： 首先道谦，并说明正在采取或准备采取的纠正失误的措施； 若有可能，说明产生失误的原因； 不要保证以后再不失误，出错是难免的，仅仅说明将尽可能减少失误率。 主动、乐观、礼貌地结束信件。希望失误能被原谅，并恢复正常贸易关系。 接受客户的短重索赔要求并致歉 Dear Sirs, Re: Your Claim for shortweight With reference to your claim No.145 for a short weight of 1120kg chemical fertilizer, we wish to express our much regret over the unfortunate incident. After a check-up by our staff, it was found that 28 bags h