商务英语写作.ppt

商务英语写作 ChapterSixAdjustmentsandrefusals 1 Whatarethestepsindealingwithcomplaints Acknowledgereceiptofacomplaintletter Yourfault Yes No Apologizefortheerror AdmittingresponsibilitiesExplainingbrieflythefault RegrettingfordissatisfactionExplainingforrejectionRejectingtactfully Proposingtosolvetheproblem Offeringspecificsolution Directingtothirdparty Concludingbykeepingthegoodwill 1 Whatarethestepsindealingwithcomplaints Adjustmentletters CorrectthemistakeRefusalletters Saynoandmaintaingoodwill 2 Thegeneralplanforadjustmentletters 1 Begindirectly withthegoodnews 2 Acknowledgingthecomplaint 3 Describetheactionyouhavetakensincereceivingit 4 Statingbrieflyyourdecisionandofferingcompensationifappropriate 5 Endwithafriendly positivecomment 见Sample6 1 3 Thegeneralplanforrefusalletters 1 Imagineyouweretherecipient 2 Beginwiththeneutralideathatleadstothereasonfortherefusal 3 Presentyourjustificationorexplanation 4 Refusepositively withthebadnews 5 Offeracounterproposal 5 Endwithafriendly positivecomment 见Sample6 3 Usefulnotes 回避责任evaderesponsibility挑错findfaultwith得到赔偿tocoveralossfrom撤消投诉withdrawaclaim提供证据provideproofs商业文件businessdocument合同条款contractclauses 1 TheOpening Thefirstparagraphyoushouldstartwithacknowledgingthecomplaintordeliveringthegoodnew Wehavereceivedyourcomplaintsof referringtoyourorderNo XXXThankyouforbringingusattentiontothematterof shouldreachyouinthreedays 2 Thebody Thebodyshouldfocusonyouractionsanddecisionsaboutthecomplaint Ihavecheckedwiththetransporters andtheyinformmethat Accordingtoourrecords Havingcheckedwithoursuppliers itisclearthat 2 Thebody Thebodyshouldfocusonyouractionsanddecisionsaboutthecomplaint Ireallymustapologizefortheinconveniencewhichhasbeencaused Wewilldeductanother percentofthebillforthemisunderstanding Tocompensatethe wewould 3 TheClosing Expressgoodwill Thankyouforallowingustoserveyourcompany Thankyouforyourcommentsandsuggestionson Ihopethisaccidentwon tkeepyoufrom Exercises Rearrangethesentences a Wehiredanewwarehousemanagerwithseveralyears experienceandthehighestrecommendationsfromtwopreviousemployers b Youhavecomplainedrecentlyaboutlatedeliveriesfromourwarehouseandyourconsequentlostsales c Heisnewinthisareaandwon tbeboggedbyfollowingourpastoperatingproceduresandpractices d Wetookyourcomplaintseriously e Wewouldappreciateyournotifyingusofanylateorunsatisfactorydeliveryexperienceinthefuture f Ournewmanager BertWatson knowshisjobdependsonpromptdeliveries Exercises 我们希望此次特殊的运货能部分弥补给贵方带来的麻烦 Ihopethisspecialshipmentwillcompensateinpartforthetroublewehavecausedyou 我方已收到您六月十七日的来信 非常抱歉五月份财务结算中出现的错误 WehavereceivedyourletterofJuly17 andregrettedtheerrorinthestatementofaccountforMay Exercises 如发现确是我方地毯质量低劣 我们愿意承担一切责任 Ifitisfoundthatthequalityofourcarpetisinferiortothesamples wearewillingtotakeAllresponsibility 对于这一严重错误 我方深表歉意 Wewishtoexpressourdeepestregretovertheseriousmistake Exercises 我们很理解你对这件事情的关注 我保证今后会给贵方安全发货 WeunderstandyourconcernabouttheMatterandguaranteethesafedeliveryofyourorderinthefuture 希望此事不会影响您对本公司的良好印象 Ihopethismatterwillnotaffectyourgoodopinionaboutus Exercises Onreceivingaletterofclaimonemustanalyzeandinvestigateindetailwhethertheclaimisjustifiedandwithinhisofherresponsibilitiesforcompensations 收到索赔信时首先要详细地分析和调查这个索赔是否合理 是否在你赔偿责任范围之内 Exercises Theindustrialdisputeisindeedsomethingunexpectedandwehavelittlecontroloverit Thereforeweshouldnotbeheldlegallyliableonthematter 工厂罢工的却是我们无法预料的 而且我们也无法控制 所以我们不应该对此事负法律责任 Exercises However thegoodswereinspectedbytheprestigiousABCInspectionCompanyheretwodaysbeforeloading andthegoodswereloadedontothecarryingvesselinperfectcondition whichisshownbytheInspectionCertificateandthecleanB Lattached 该货物是在装船两天前由声望很高的ABC商检公司检验的 商检证书和清洁提单都表明货物装船时是完好的 Writealetter YourcompanyhasreceivedaletterfromABCCompanycomplainingabouttheshipmentofwrongamountofgoodsandinferiormaterials referenceorder9835 E Theyordered100size 36coats modelno 134 butonlyreceived10 Besides thecolorofthecoatswasnotconsistent Writeanadjustmentlettertocomfortyourcustomerandofferreasonablesolutions Dearsirs Iwouldliketoapologizefortheerrormadebyourcompanyinsupplyingyourorder 9835 E datedAugust7 2006 Youorder100size 36coats modelno 134 andourdispatchofficesentonly10 Thiswasduetoaninvoicingmistake Youalsoinformedusthatthecolorofthecoatsthatyoudidreceivewasnotconsistent Yousaidthatthecolorsofdifferentcoatswereslightlydifferentshadesofblue somebeingmoreofagreencolor Wehavetoldourclerktobemorecarefulwithinvoicing Wehavealsocomplainedtothefactoryaboutthecolors Wehavedispatched100newgarme