外贸英语函电 第十版 课件 CHP12 Complaints and Claims.pptx

时间：2025.02DUFECHP12ComplaintsandClaims

CONTENTS目录WritingandHandlingComplaintEmailsSpecimenLettersUsefulSentencesandTermsExercises

WritingandHandlingComplaintEmailsPart01

AddresstheRecipientUseformalsalutationslike“Dear”followedbytherecipient’sname.

Ifunsure,use“Towhomitmayconcern”orcontactageneraldepartment.IncludeAttachmentsAttachsupportingdocumentslikereceipts,photos,orvideos.

Ensuretheevidenceisclearandrelevanttothecomplaint.OutlinetheFundamentalInformationClearlystatetheissueandhowitwasdiscovered.

Includelogisticaldetailssuchasdate,time,andlocation.SignoffProfessionallyUseaprofessionalclosinglike“Sincerely”followedbyyourname.

Includeaprofessionalemailsignatureifapplicable.SummarizeYourExperienceDescribetheimpactoftheissueonyouoryourbusiness.

Mentionanyattemptsmadetoresolvetheissueindependently.EditandProofreadRemoveemotionallanguageandensureclarity.

Checkforgrammar,punctuation,andspellingerrors.DescribeYourDesiredResultsSpecifythedesiredoutcome,suchasareplacementorcompensation.

Provideaconstructivesuggestionandareasonabletimeframeforresolution.GetYourToneJustRightUsetonerewritesuggestionstoavoidmiscommunication.

Ensuretheemailispoliteandconcise.WritingaComplaintEmail

ComplaintEmailtoaCompanyIssue:Damagedgoodsreceived.

Resolution:Requestforcompensationandaneworder.ComplaintEmailaboutaColleagueIssue:Unprofessionalbehaviorbyamanager.

Resolution:RequestforameetingwithHRandpossibledepartmenttransfer.ComplaintEmailtoaContractorIssue:Flooringinstalledbythecontractorisdamaged.

Resolution:Requestforrepairatnoextracost.STEP03STEP01STEP02ExamplesofComplaintEmails

AcknowledgingtheIssueOfferingCompensationorDiscountApologizingfortheInconvenienceEscalatingtoaSupervisororManagerThankthecustomerforbringingtheissuetoyourattention.

Assureth