英文投诉与索赔教案.doc

Business letters：投诉与索赔信函Part ：Brief Introduction日常商务活动中，当顾客对商品的质量或售后服务等不满时，或者当买卖双方因为某一方未能很好地履行合约，因货物缺损、逾期装运、规格不符等情况造成另一方的麻烦或损失时，受损方可以使用投诉与索赔函要求责任方采取补救措施或赔偿。投诉与索赔函的内容应清楚、有理，语气要简洁、坚决，但要避免过激言辞，要明确提出解决方法。投诉与索赔函的主要内容一般包括：1. 直接陈述投诉的物品、事件，列举不满的事实、理由以及造成的不良后果；2. 详细说明投诉的原因和内容，具体阐述遭受损失情况；3. 要求对方给予明确答复，并采取补救措施，或直截了当地提出自己要求的补救措施；4. 表示相信对方能够公正合理地解决问题，并表达希望尽快解决问题的强力愿望。Part ：Sample ReadingSample 1For Delay in Shipment（由于发货延迟而抱怨）Dear Sirs,The furniture we ordered from you should have reached us a week ago. Needless to say, the delay in delivery has put us to great inconvenience .It is therefore imperative that you dispatch them immediately. Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.Please look into the matter as one of urgency and let us have your reply as early as possible. Yours faithfully, John Thomas亲爱的先生们：我方从贵方订购的家具应于一星期前收到。不用说，发货的延迟给我方带来了很大的不便。因此，贵方必须立即发货，否则我们将被迫取消订单，到另处订货。请紧急处理此事，并尽快告知结果。Sample 2For Poor-Packing（由于包装不妥提出索赔）Dear Sirs,We are writing to inform you that the toys covered by our order No.519 arrived in such an unsatisfactory condition that we have to lodge a claim against you. It was found upon examination that 10%of them are broken and some are badly scratched, obviously due to the improper packing. Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost. This is the amount by which we propose to reduce our selling price.If you cannot accept it, we shall have to return them for replacement. Sincerely yours, John Thomas亲爱的先生们：我们写信通知贵方，519号订单玩具已收到，但货物状况很不令人满意，故我们不得不提出索赔。经检查，我们发现有10%的货物破损，而且一些也有严重磨损现象。很明显，这是由于包装不妥造成的。因此，我们无法以原价售出货物。建议贵方依照发票金额给予20%的折扣，这是我们所建议降低的售价额度。如果贵方无法接受，我们将不得不退货，要求替换。Sample 3For Damage of Goods（由于货物损坏而抱怨）Dear Sirs,Our order No.JT-8 The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning. The 160 cartons containing the goods appeared to be in perfect condition. But when I unpacked them with great care, I regret to report that 10 cartons of glassware badly cracked.We trust you can understand that we expect the compensation for our damaged goods. Yours faithfully, John Thomas亲爱的先生们：订单JT-8号我方于7月3日从贵处订购的玻璃器皿已于今早货运公司送到。装有货物的160个纸箱完好无损。但当我们小心打开检查时，发现有10箱玻璃器皿严重破损。相信贵处能理解我方要求对损坏货物进行赔偿。Sample 4For In-comformity（由于货物不符而抱怨）Dear Sirs,On March 12, we ordered 1,200 shirts size 42. But unfortunately, we received completely different articles-children clothes today .We can only presume that a mistake was made and the children clothes were for another order.As I have several customers waiting, please arrange for the replacements at once. Faithfully yours, John Thomas亲爱的先生们：三月十二日我订购了一千二百件四十二号男式衬衣。但不幸的是，今天我们收到了完全不同的货物儿童服装。我们想贵方一定搞错了，儿童服装是另一份订单。由于有几位客户在等货，故请贵方立即安排更换货物。Sample 5For Unacceptable Substitute（由于无法接受替代物而抱怨）Dear Mr. Cliff,During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy，specifying the hard back binding .But both time you sent me paper-back binding because you were out of stock on the hard-back.Fortunately, I am still selling a few of the paper backs, but more and more customers ask for the hard-back ones.（At least two of our competitors have this reference book in hard-back in our cities）.Enclosed is my order for 75 copies of The Handy Desk Companion in hard-back. Please do not, under any circumstances, send me anything else. I have plenty of the paper-back in stock. Very sincerely yours, John Thomas亲爱的克里夫先生：在过去的三个月中，我两次向贵方订购了相当数量的由罗伊所著的便利的办公伙伴一书，指定需要精装本。但贵方由于精装本缺货，两次寄给我的都是平装本。值得庆幸的是，我仍卖出一些平装本，但越来越多的顾客索要精装本。（本对少有两家竞争者出售此书的精装本）。随信寄上订单，购买75本便利的办公伙伴精装本。请无论如何，不要寄给我其它替代物。我现已大量平装本的库存。Sample 6For Short-weight（由于短重而要求索赔）Dear Sirs,We have just received the Survey Report from Shanghai Commodity Inspection Bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram, totaling 300 kilogram. As the drums were intact, it is obvious that apple juice was short weight before shipment. Under such circumstances, we have to file a claim against you to the amount of RMB 850 plus inspection fee.We are enclosing the Survey Report No. TE（95）115 and looking for ward to your settlement at an early date. Yours faithfully.John Thomas亲爱的先生们：我方刚刚收到上海商检局的检验报告，证明所有苹果汁每桶少一至五公斤,总共减少三千公斤。由于果汁完好无损，显而易见，苹果汁估装运前就不够重量。在这种情况下，我方不得不向贵方提出八百五十元人民币的索赔，另加检验费用。现随信附上第TE（95）115号商检报告，希望早日解决这一问题。Part ：Useful Expressions & Sentence Patterns1. I am writing for a replacement of the dictionary included. 特函要求替换随信寄去的字典。 2. Would you please correct your shipment by sending the order No. 2530 by the first available vessel? 请把我方2530号订单项下的货物用第一艘可订到仓位的货船运来，以纠正你方发货错误。3. It would be highly appreciated if you could look into the personal computers, which should have reached our destination two weeks ago. 我方订购的个人电脑应在两周前到货，请查询有关交货情况。 4. We feel it necessary to inform you that your last delivery of our order is not up to the usual standard. 我们有必要通知你们上次交货达不到通常标准。 5. Upon inspection, it was found that the total content had been short-delivered by 1.5 tons. 经检验，这批货短交了1.5吨。 6. On comparing the goods received with the sample supplied, we were sorry to notice the great differences in the designs of the machines. 比较收到的货物和样品，发现机器在设计上有很大的差异，甚感遗憾。 7. After having the boxes examined we found that they were not strong enough forlong distance delivery. 经检查，我们发现箱子不够坚固，不宜做长途运货之用。 8. It is regrettable to see that the chemical content of Item 022 is not up to thepercentage contracted. 很遗憾，022项货所含的化学成分没达到合同规定的百分比。 9. There is a discrepancy in colors between the received materials and the samples.收到的材料和样品颜色不同。 10. While placing our order we emphasized that any delay in delivery would definitely add to the cost of the goods. That is why we have to raise a claim on refunds for the loss incurred. 订货时，我们已强调任何交货延迟将无疑增加货物的成本。故此，我们必须索回由此产生的损失费。Part ：Exercises专项练习1投诉货物与样品不符内容：敬启者：感谢您寄来本公司于11月24日订购的唐装。然而，我没希望您注意下列几点：1. 布料的颜色与原样不符。2. 所附的红色腰带跟服装不配。我们已另件寄上其中两件服装，并希望您更换正确颜色的全部货品。有关运费一事，我们同意加付空运多出来的费用。同时，因为空运的包装鸡保险费较低，故请您考虑负担空运费用的一部分。请及时告知贵公司对此事的处理意见。 敬上参考作文：Dear Sir:Thank you for your delivery of Chinese style costumes which we ordered on November 24. However, we wish to invite your attention to the following points:1. The color of the clothes are dissimilar to original sample.2. The supplied red belt does not match the suits.We are returning two of these by separate mail, and would ask you to replace the whole in correct color. Concerning the airfreight, we agree to pay extra costs for airfreight. However, your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to bear some part of the airfreight charges.Please let me know immediately your opinion on these matters. Yours faithfully专项练习2投诉物品质量欠佳有些商家是秉承“售出概不退换”的原则的。如果偏偏在这样的商家买的东西出了问题，该怎样去争取理赔呢？我们看看下面这位客户是怎样争取让商家给他换有毛病的丝巾的吧。Dear ManagerWhile working in China for the past three years, I had always purchased gifts from the Friendship Gallery for my Canadian friends. The quality and value had always been more than I could reasonably expect, and I have often recommended you store to others.Last autumn, I was back in Canada, but I did not forget to mail-order some charismas gifts from your usual annual Fall Sales. After examining the gifts supplied to my order of November 2, I found that there was a distinct hole in the middle of one of the silk scarves. Although I remember that you apply a no-return policy to this kind of merchandise, I sent this silk scarf in a separate mailing yesterday so that you may see the damage for yourself. When you receive it I am sure that you will share my surprise and dismay.I understand from my past experience with the Friendship Gallery that this is an unusual situation. Will you kindly reconsider your no-return regulation with one of your loyal customers and replace the above mentioned silk scarf by mailing another one？ I would be delighted to have it and present it to my friend for Christmas.Yours sincerely在信的开头，客户先是赞扬了商家的产品，并表示自己是他们的忠实客户。这些话都有利于建立一个良好的对话情景。然后详细解释货品的损害，以求得到读者的同情和支持。最后，通过道义的力量力争得到商家的赔偿。专项练习3Directions: This part is to test your ability to do practical writing. You are required to write a letter of complaint (投诉信) according to the following information given in Chinese. 假设你叫陈宏，上月去北京旅游时，在一家商店买了一架数码照相机，并在北京拍了很多照片。回家后想将照片导出，却发现复制的时间非常长，最终也无法将照片导出，因此十分恼火。今天（2006年6月28日）给商店写信投诉，并寄回相机，要求修理并给予适当赔偿。Business letters：理赔与拒绝信函Part ：Brief Introduction理赔与拒绝函用于答复顾客或买主的投诉与索赔函。当收到投诉或索赔函时，首先应调查情况是否属实，然后再根据实际情况作出及时、迅速、合理和明确的答复。如投诉内容属实，应礼貌地答复并承认错误，表示会尽快采取补救措施；如不属实，也应礼貌地答复并加以澄清。理赔与拒绝函的主要内容一般包括：1. 重述对方投诉的内容或事实；2. 如投诉内容属实，应礼貌地表示歉意并承认错误；如情况不属实，则应礼貌地予以澄清；3. 如投诉内容属实，应陈述造成对方损失的客观原因，提出补救措施，或对投诉人的补救请求给予明确答复；如情况不属实，则应礼貌地拒绝或提出其他建议；4. 再次表达歉意，希望得到原谅，并恢复或保持正常的贸易关系。Part ：Sample ReadingSample 1回复投诉货物与样品不符Dear Sir,We have read carefully your letter of complaint on the discrepancy of the goods with the original sample. This was apparently caused by the oversight of our production department. Please allow us to offer an apology for your inconvenience.We are sending you a new lot by air at once, and would ask you to return the faulty good at your convenience with freight forward or you may keep them for sale at a reduced price of 30% discount.You are perfectly right in saying that packing and insurance are normally less for air cargo. However we remind you that your request to send the goods by air was made at very short notice, It was impossible for us to use the lighter airfreight packing materials. Furthermore, our insurance is on open policy, and depends on the value of the goods, not on the method of transportation.We look forward to receiving your remittance we due. Your sincerely敬启者：我们已经认真读过您投诉本公司货物与原样不符的来函。显然，这是由本公司生产部门的疏忽所导致，敬请接受我们的歉意。本公司已将新货物空运，烦请 在您方便的时候见错误的货物寄回，运费在货物抵达时有我方支付。您也可以将此货物留下来销售，本公司愿意给您30%的折扣。空运货物的包装和保险费通常较低，您的说法完全正确。但是我们要提醒您，您对货物空运的要求来的太突然，我们来不及用较轻的空运包装材料。另外，我们的保险为预约保险单，是根据货物的价值而不是根据运输的方式投保的。希望届时能收到您的汇款。 敬上Part ：Useful Expressions & Sentence Patterns1. We have read carefully your letter of complaint o the discrepancy of goods with the original sample.2. If it is not found that, we are willing to take all the responsibilities.3. We have looked into the matter and find that your claim is perfectly justified.4. The compensation should be exceed, otherwise this case will be submitted to arbitration.5. We have shipped the replacement goods and we trust that this will insure your satisfaction.6. We certainly agree to the special allowance of 10% discount on the invoiced cost which you suggest.7. Its hard to account for such an error, and the only excuse I can offer is that 8. We will do our best to prevent any reoccurrence of this sort of error.9. We would like to ask you for patience and understanding as we work to solve your problem.10. We hope this matter will not affect your good opinion of us.11. We extend our apologies for the inconvenience this matter has caused you.12. It is very surprising and regrettable to us that these problems have occurred and cause you so much trouble.13. We regret the need for you to write to us and guarantee the safe delivery of your orders in future.Part ：Exercises专项练习对于抱怨、索赔信函，最得要的是给予及时、迅速和明确的答复。若问题出现确属自己的责任，应立即设法纠正或谋求解决的方法，保持同客户友好的合作关系；若一时没有定论，也应先回复来信，告知对方正在调查，设法弥补；万一遇到不合理的要求应心平气和、态度礼貌指明，以求给对方留下良好印象，促使问题尽快解决。此类信件大致可以分成以下两类：1）Accept the Customers Request and Apologize (接受顾客要求并致歉)在商业往业中，无论怎样的小心为客户服务，总不免出现失误。然而，失误本身并不可耻，重要的是勇于承认并诚心致谦。书写此类解决投诉信件时应注意： 首先道谦，并说明正在采取或准备采取的纠正失误的措施； 若有可能，说明产生失误的原因； 不要保证以后再不失误，出错是难免的，仅仅说明将尽可能减少失误率。 主动、乐观、礼貌地结束信件。希望失误能被原谅，并恢复正常贸易关系。A.Dear Mr. Barrett,The lathes you ordered are on the truck and should be your place on Friday of this week.When I investigated the matter, I was astounded to learn that original goods were sent to another customer. Its hard to account for such an error, and the only excuse I can offer is that weve had several part-time warehouse people this month to fill in for some of the regular crew who are on vacation. I hope, Mr. Barrett, that this special shipment will compensate in part for the trouble we have caused to you. Please forgive us for our delay of shipment.Sincerely yours,亲爱的巴雷特先生： 您所订购的车订床现已装上卡车，将于本周五运至贵处。 当我调查此事时，我吃惊地发现您原先的货物竟被发给了另一个客户。对于这一失误我难以解释，唯一可提供的理由是本月我方雇用了几名兼职的仓库人员来代替正在休假的正式员工。 巴雷特先生，我希望此次特殊的运货能部分补给你方带来的麻烦。请原谅我方发货延迟。 B Dear Mr. Thomas, Your Order No.578 We are very sorry to learn from your letter of 15th August that the cameras supplied to the above order were damaged when they reached you .We certainly agree to the special allowance of 10% discount on the invoiced cost which you suggest . To avoid future inconvenience and annoyance to customers, as well as expense to ourselves, we are now seeking the advice of a packing consultant and hope the able to suggest improvements in our methods of packing. We regret the need for you to write to us and guarantee the safe delivery of your orders in future. Yours faithfully, 亲爱的托马斯先生：贵方578号订单从贵方八月十五日信函得知，上述订单所订购的照相机在运至贵方时有所毁坏。我深表抱歉。我方当然同意贵方建议，依照发票金额给予10的折扣。为避免今后给客户带来不便和烦恼，同样也为了减少我们的损失，我方现咨询一位.顾客问，寻求馐方法的改进措施。非常抱谦让贵方不得以写信通知我方，并保证今后能为贵方安全发货。C. Dear Mr. Smith, With reference to your letter of 6th September, in which a claim was lodged for a short delivery of 500 silk-carpets, we wish to express our deepest regret over the serious mistake.The mistake is entirely our own. It occurred as a result of staff shortage during the busy season and the fact that the number of goods is not counted carefully. We will make payment by remittance for $382. 00, the amount of claim, upon receipt of your agreement.Its embarrassing to cause inconvenience to any customer, but unforgivable when that customer is so highly valued as you. Red-face and contrite, I ask your indulgence and offer you my personal assurance of better service in the future.With best regards,亲爱的史密斯先生： 关于贵方九月六日信中要求对短缺五进件丝毯进行索赔一事，我方深表遗憾，非常抱歉出现这一严重失误。 失误的造成完全是我方的原因。在此销售旺季，由于员工短缺，未能仔细清点货物数量。如贵方同意，我方将电汇索赔金额382状元。 给顾客带来不便是很令人窘迫的，尤其是给像您这样重要的客户带来不便是无法求得谅解。我羞愧而懊悔地请贵方包容这一失误，并保证今后提供更优质的服务。 D. Dear Sirs, We are in receipt of your letter of 20th June, and regret the error in the statement of account for May .When this statement was made up, it was not noticed that two items had been crossed off in invoice L903, with the result that you were overcharged by US $ 154.We enclose credit note for the above sum so that you may deduct it from the total before sending off your remittance. We apologize once again for the error. Yours faithfully, 亲爱的先生们： 我方现已收到您六月二十日来信，非常抱歉五月份财务结算中出现的错误。在结算中，我方疏忽了L903号发票已删去两项，导致多收您154美元。 随函附上上述款项的信用票据，您在电汇以前，可先减去此部分金额。 再次对我方工作中的失误表示抱歉。 E. Dear Mr. Osler, I was distressed to receive your March 10 letter about the curtness of our sales representative. I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day. I can only imagine he felt little sense of responsibility and allowed himself to argue with you. I apologize for his behavior .There is no corrective action I take, since he no longer works here. However, we have intensified the training and supervision of our sales staff. Im sure you will find them courteous, knowledgeable, and helpful in future. I hope this matter will not affect your good opinion about us.Yours faithfully,亲爱的奥勒先生： 从您三月十日来函获知我公司销售代表敷衍草率，我深感苦恼。本公司到新行业工作。碰巧您打电话是他最后天上班。我只能想象，他当时任责心不强，竟然同您发生争吵。 对他的行为我深表抱歉。我无法采取行动加以纠正，因为他已不再这里任职。 然而，我们已加强对销售人员的教育和监督。我相信今后您会发现他们都是有礼貌、精明和有助的。 我希望此事会影响您对本公司的良好印象。 2） Make Adjustments or Reject the Customers Request (调整或拒绝客户的要求) 顾客并非总是正确的。有时，他们会发出含糊的订单，要求获得不应得的折扣，或退回无法再行出售的订货等。解决此类抱怨或索赔，