7.商务英语写作(修订版)第7章.pptxVIP

7.商务英语写作(修订版)第7章

Chapter7RoutineClaimsandAdjustments日常索赔与理赔函

Chapter7ContentsofthischapterI.IntroductionII.SleAnalysisIII.SleContrastIV.UsefulPatternsandSentencesRoutineClaimsandAdjustments

ChapterI.Introduction1.Routineclaims72.AdjustmentsRoutineClaimsandAdjustments

Chapter71.RoutineclaimsClaimletterscanbedividedintotwogroups:routineclaimsandpersuasiveclaims.Routineclaims(usuallybackedbyacontract,aguarantee,orthecompany’sreputation)assumethatarequestwillbegrantedquicklyandwillingly,sosuchlettersareveryeffectiveiftheproblemisdirectlystated.RoutineClaimsandAdjustments

Chapter7Comestraighttotheproblematthebeginning.Tellwhatiswrong.Describetheproblemclearlyandprovideanynecessaryinformation(invoicenumber,productinformation,etc.).Presentenoughfactstohelpthecompanytomakeadecision.Namespecificactionstodealwiththeproblem,andpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.Endwithpositive,friendlybutfirmwords.WritingPrinciples:1.RoutineclaimsRoutineClaimsandAdjustments

Chapter72.AdjustmentsWhenyougetaclaim,youmayeithergrantanadjustmentorrejectit,dependingonthesituation.Whenyougrantanadjustment,yourcustomerwillsurelywelcomeit,soaletterofadjustmenttalkingabouttheissuedirectlyisappropriate.RoutineClaimsandAdjustments

Chapter7Begindirectlywiththegoodnews.Identifythecorrespondencethatyouareanswering.Avoidnegativesthatrecalltheproblem.Regainlostconfidencethroughexplanationoraction.Endwithafriendly,positivecomment.WritingPrinciples:2.AdjustmentsRoutineClaimsandAdjustments

Chapter7II.SleAnalysisLetterA:AclaimonthewrongcomponentDearMr.Phillips:WouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor?OnJune14,wepurchasedtheofficecommunicationsystemXP5645fromyoursalesrepresentative