外贸英语函电Unit12Complaintsandclaims省公开课金奖全国赛课一等奖微课获奖PP.pptxVIP

Unit12Complaintsandclaims1/16

IntroductionWhatiscomplaint?Astatementthatasituationisunsatisfactoryorunacceptableorthatsomeonehasdonesthwrong.Whatisclaim?Anapplicationforcompensationunderthetermsofaninsurancepolicy.2/16

Inbusinessactivities,nomatterhowperfectanorganizationmaybe,Complaintsfromthecustomersarecertaintoarise.Handlecomplaintsorclaimsinaccordancewiththeprincipleof“onthefirstgrounds,toouradvantageandwithrestraint”Introduction3/16

Vt.ClaimUS$10,000(fromsb)Vi.Claimonsb.向某人提出索赔Claimforsth.索赔原因Poorpacking劣质包装Shotshipment短装Inferiorquality质次Damage货物受损Breakage破损4/16

N.Lodge/file/register/raise/makeaclaim向某人提出索赔Claimwith/againstsbClaimonsthClaim/foraccountofAccept/settle/entertain受理5/16

Notes:claim①n.索款lodgefileraiseregister②v.索赔◆claimUS$10,000onthegoodsfromtheunderwritersforimproperpacking.aclaimfor+原因for+金额on+货物against+对象(指人)6/16

Question:Underwhatconditionsshouldcustomersmakeacomplaintoraclaimagainstthesupplier?7/16

Ⅰ.Typesofcomplaints1.genuinecomplaintthewronggoodsmayhavebeensentthequalitymaynotbesatisfatorythegoodsmayhavebeendelivereddamagedorlatethepricechargedmayhaveexcessive,ornotasagreed8/16

2.falsifiedcomplaintsnolongerwantthegoodsfindtheycangetthegoodscheaperelsewhere9/16

OutlinesofmakingacomplaintBeginbyregrettingtheneedtocomplainMentionthedateoforder,thedateofdeliveryandthegoodscomplainedaboutStatereasonsforbeingdissatisfiedandaskforanexplanationRefertotheinconveniencecausedSuggesthowthemattershouldbeputright10/16

Ⅱ.TipstoWriteaGoodComplaintWritearelevantopeningthatisaspositiveasitcanreasonablybeunderthecircumstances,onethatavoidsanangryorarroganttone.Stateourcaseasweseeit,andaswewouldlikeourreadertoseeit.Describethe