《商务英语函电教程》Unit投诉受理与处理PPT课件.ppt

UnitTwelve Complaintsclaimsadjustments LearningObjectives AfterthisUnit youshouldbeableto Todescribecomplaint claim andadjustments Tounderstandclaimpractice Toknowhowtomakeacomplaint GeneralView Generallyspeaking complaintsshouldnotbenecessary Indoingbusiness itisnecessarytoabidebycontractsandeverythingshouldbedonesocarefullythatnomistakesaremadeandnothingisdamaged Unfortunately everythingdoenotalwaysgoaswellaswhatweexpect Oftenduetomanyunforeseenfactors errorsoccurandgoodsaremishandled accidentshappen GeneralView Allthesemayberesultinsubsequentcomplaintsandclaimsofdifferentcharacters Theymayresultfrom 1 wronggoodsdelivered2 shipmentoverdue3 shipmentdamaged orshort4 goodsininferiorquality5 goodsbadlypacked GeneralView Itisusuallythehopeofbothsellersandbuyerthatanydisputesbetweenthembesolvedthroughdiscussion However ifasatisfactorysolutioncannotbereachedbetweenthemafternegotiation aclaimmaybefilestothecourtspecifiedinthecontractforarbitration Complaintsandclaimscanbeoftensettledthroughfriendlynegotiation arbitrationorbylaw Everycomplaintorclaimrequiresapromptansweroracknowledgement Repliestocomplaintletters oftencalledlettersof adjustment shouldalwaysbecourteous evenifthecomplaintsandclaimsarenotjustified GeneralView Ifthecomplaintisjustified youhavetoadmititreadily expressyourregretandindicatewhatstepsthecompanyistakingtoputthematterright Ifthecomplaintisnotjustified pointthisoutpolitelyandinanagreeablemanner Inthatcase yourlettershouldbewrittencarefully Thekeyisnottomakethecustomerfeelthatheisconsideredover demandinginmakinghisrequest buttoassurehimthathiscomplainthasbeenseriouslyconsideredandusedfactstoconvincehimofyourposition GuidelinesofWriting 1 RulesofcomplaintandclaimComplaintsandclaimsareusuallymadebytheimporterswhosufferedlossesagainsttheexporters Aletterofcomplaintsorclaimsshouldbewrittenasfollows 1 Beginbyregrettingtheneedtocomplainorclaim 2 Mentionthedetailsofthegoodscomplainedabout includingthenameofthegoods theorderandcontractnumber thedateofdelivery etc 3 Statethereasonsforbeingdissatisfiedandaskforanexplanation 4 Refertotheinconveniencecaused 5 Suggesthowthemattershouldbesettled GuidelinesofWriting 2 RulesofadjustmentandsettlementThefollowingaretherulesforreplyingtocomplaintsandclaims 1 Takethecomplaintorclaimseriously 2 Explainwhathashappenedandwhyithappened 3 Askfornecessarycooperationfromthecustomer GuidelinesofWriting 4 Donotshirkresponsibility Ifyouarewrong youshouldadmityourmistakeandapologizesincerely Youcanstatethatyouwillnevertryeveryefforttopreventtheerrorfromhappeningagain butthetroubleiscausedbyotherpeople youmaypromisetocontactthemandresolvetheproblems 5 Endwithafriendly positivecomment SpecimenLetter 1 Complainingaboutwronggoodsdelivered February10 2008DearSirsOurOrderNo 4312Wedulyreceivedthedocumentsandtookdeliveryofthegoodsonarrivalofthes s Isabella atHamburg Wearemuchobligedtoyouforthepromoteexecutionofthisorder EverythingappearstobecorrectandingoodconditionexceptincaseNo 71 Unfortunately whenweopenthiscasewefounditcontainedcompletelydifferentarticles andwecanonlypresumethatamistakewasmadeandthecontentsofthiscasewereforanotherorder Asweneedthearticlesweorderedtocompletedeliveriestoournewcustomers wemustaskyoutoarrangeforthedispatchofreplacementsatonce WeattachalistofthecontentsofcaseNo 71 andshallbegladifyouwillcheckthiswithourorderandthecopyofyourinvoice Inthemeantimeweareholdingtheabove mentionedcaseatyourdisposal pleaseletusknowwhatyouwishustodowithit YoursfaithfullyAliAlbertEncl Surveyreport SpecimenLetters 2 Settlementofwrongdelivery February18 2008DearSirs YourOrderNo43120pers s Isabella ThankyouforyourletterofFebruary10informingusthattheconsignmentwasdeliveredpromptly WeappreciateyourstraightforwardnessinpointingoutthatcaseNo 71didnotcontainthegoodsyouordered Ongoingintothematterwefindthatamistakewasindeedmadeinthepackingthroughaconfusionofnumbers andwehavearrangedfortherightgoods tobedispatchedtoyouatonce Relativedocumentswillbemailedassoonastheyareready PleasekeepcaseNo 71anditscontentsuntilcalledforbyourCommercialCounsellor sOffice whomwehaveinformedofthematteraccordingly Weweresorryforthetroublecausedyoubytheerrorandwishtoassureyouthatcarewillbetakenintheexecutionofyourfurtherorders Yourssincerely DavidZhao SpecimenLetter 3 Complaintaboutinferiorquality 21March2007DearSirs WedulyreceivedthedocumentsandtookdeliveryofthedressmaterialssuppliedtoourOrderNo LNG 521 Wearemuchobligedtoyouforthepromoteexecutionofthisorder Aftercarefulexamination however wearebothsurprisedanddisappointedtofindthatthequalityofthesematerialsiscertainlymuchbelowthatofthesamplesyousentus 2020 1 27 15 Weareenclosingacuttingsamplefromthegoodswereceived Youwilladmitthatthesematerialsdonotcomeuptothesampleonwhichwepassedtheorder Asthematerialsarequiteunsuitedtotheneedsofourcustomers weholdthegoodsatyourdisposal Pleaselookintothematterandletusknowwhatyoucandoaboutitassoonaspossible Yoursfaithfully MarkTwain Specimenletter 4 Settlementofinferiorquality March30 2008DearSirs WeverymuchregrettolearnfromyourletterofMarch21thatyouarenotsatisfiedwiththedressmaterialssuppliedtoyourOrderNo LNG 521 Tracingourrecords wefindthattherehasbeensomemistakeinourselectionofthematerialsmeantforyou Weareverysorryforthiscarelessnessonourpart Tosettletheproblem wewouldlikeeitherto replacetheinferiormaterialsassoonaspossibleortogiveyouaspecialallowanceof30 fortheinvoiceamount Weapologizeoncemoreforanyinconvenienceourmistakemayhavecausedyouandlookforwardtoyourdecisionastowhichoftheabovetwoadjustmentsispreferabletoyou Yoursfaithfully JohnWendy Specimenletter 5 Claimforimproperpacking GREGORYCORPORATION359MoonstoneStreet Karachi PakistanTel 61 2 87869923E mail gregory 21August2007FairTextilesImport ExportCo 10GuanghuaRoadBeijing ChinaDearSirs OurorderNumberHK 285for40cartonsofwoolencarpetswasreceivedonAugust18 Butweregrettosaythat11cartonswerefoundbrokenandthecarpetsinthemweresoiled Thiswasobviouslyduetoimproperpacking Needlesstosay wehavesufferedagreatlossfromthisaswecannotpossiblydeliverthemerchandiseinthisconditiontoourcustomers We therefore havetoaskyoutogiveusa15 allowanceontheinvoicevalueorwewillreturnthesoiledcarpetstoyouandaskforreplacement Wehopeyouwillgiveoursuggestionyourmostfavorableconsiderationandletushaveyourdecisionatanearlydate Faithfullyyours Alexandria Specimenletter 6 Decliningaclaim August28 2007DearMr Stone WeregrettolearnfromyourletterofAugust21that11cartonsofcarpetsshippedunderyourorderNo HK 285werefoundsoiledandwearerequiredtograntyoua15 allowanceontheinvoicevalueoftheorder Wetookyourcaseseriouslyandhavelookedintothematterindetail Thepackingdepartmentofourcompanyinformedusthatthecarpetswereproperly packedfirstinwaterproofpaperandthenindoublethicknessofcanvasasstipulatedinthecontract Furthermore thecleanB Lcoveringthegoodsindicatesthattheywerereceivedforshipmentinapparentgoodcondition Therefore wearecertainthatthedamagemusthaveoccurredthroughcarelesshandlingintransit Suchbeingthecase weareafraidthatwecannotacceptyourrequest Wewouldadvisethatyoutakeupthecasewiththeshippingcompanyandhavetheclaimsettledtoyoursatisfaction Faithfullyyours LiJun Specimenletter 7 Claimforshortweight VictoryTradingCompanyLtd 80VictoryStreetP O Box4199Auckland NewZealandTel 09 5000006E mail victory4199 May16 2007ShandongFoodstuffTradingCo Ltd202HuihuangStreet Zibo Shandong ChinaDearSirs OurOrderNo 07223WerefertoourOrderNo 07223inconnectionwiththefoodstuffwhichwasshippedperS S Victoria anddischargedatLondon Onitsarrivalatthedestination theshipmentwasfoundofshortweight Wenowlodgeclaimswithyouasfollows ClaimnumberClaimforAmount49shortweightUSD3 500 00EnclosedyouwillfindacopyofInspectionCertificateNo 07189withourstatementofclaims whichamountstoUSD3 500 00 Wearelookingforwardtoasatisfactoryconclusionofthematter Yourssincerely Susan Specimenletter 8 Settlementofshortweight May23 2008DearSirs YourOrderNo 07223WithreferencetoyourletterofJune20 2007 aclaimhasbeenlodgedforashortdelivery Weexpressourdeepestregretovertheunfortunateincident Whileweregretthisunfortunateincident wemustpointoutthatthericeunderwentphysicalweighingbyindependentsurveyorsandthesuperintendofashippingcompanyatourend TheShanghaiCommodityInspectionBureauhadalsocarefullyinspectedthegoodsbeforetheywereshippedasevidencebytheircertificatenowinyourpossession Wedon tthinkweshouldberesponsiblefortheshortage Itmustduetopilferagewhilethegoodswereintransitundersuchcircumstances WethereforesuggestthatyoumakeaclaimImmediatelyagainsttheInsuranceCompany Ifyouwillsendusthepaperswhichshowexactlytheshortageoftheshipmentthatreachyou wewilltakeupthematterforyouwithaviewtorecoveringtheshortageinweightfromtheInsuranceCompany We