Deal with problems课件.ppt

8Dealwithproblems Dealwithproblems Thisunitlooksatsomeproblemsthatmayarisebetweencustomersandsuppliers Thereareaseriesofactivitiesandcasestudieswhereyouhavetoresolveavarietyofproblemsconnectedwithdelivery ComplainingandapologizingDeliveryproblem 2 8 3Complainingandapologizing VocabularyInstock有库存Sendin寄去twoseparateorders两笔完全不同的定单Load一车货物Unloadthetruck从货车上卸货Packaging包装Colournegatives彩色胶卷Ihavejustbeenthroughout tray文件格 ListeningA DoB 3 8 3Complainingandapologizing PROBLEM ACTION1Wrongsizepaper wronglylabelledboxRefund 11 952forgottosendintheordertoeasternregion Sendtheorderbytelex3thequalityofgoodsisnotclassA1Charge20 lessfortheloadandshipusaloadofClassA1rightaway 4forgottosendthecolournegativesMrPetelwillcollectthemtomorrow 4 Complainingletter1Reasonforwritingthecomplaint2Saywhatyouwantthereadertodo3politeendingApologeticletter1apologizeandexplain2Assurewhatactionistobetakenandinformwhatactionhasbeentaken 3apologizeagain 5 8 3Complainingandapologizing Weareconcernedthattheorderweplacedbyletteron8Junemaygotlostinpost couldyoupleaseconfirmthatyouhavereceivedtheorder DearMr XXThankyouforyourletterof10October pleaseacceptourapologiesfornothavingconfirmedyouorder Thereasonisthatwehavebeenunderstaffedthismonthastherehasbeenaflueepidemichere Wecanconfirmthattheorderhasbeenreceivedandwillbeshippedtoyoutomorrow Iapologizeagainfortheinconveniencecaused Weareconcernedthattheorderweplacedbyletteron8Junemaygotlostinpost couldyoupleaseconfirmthatyouhavereceivedtheorder welookforwardtoyourearlyreply 6 Theorderhasnotyetarrivedatourwarehouse eventhoughwereceivedadviceofshippingfromyoutendaysago Wouldyoupleaselookintothismatter Thankyouforyourletterof10October weareverysorryforthismistake Ourdispatchmanagerdiscoveredatthelastmomentthatyourorderwasincompleteandhedelayedtheshipmentuntilthemissingpartshadbeenfound Unfortunately theshippingadvicehadalreadybeenpostedandwefailedtoinformyouofthedelay Wearepleasedtoinformyouthatthemissingpartshavenowbeenpackedandleftourworksyesterday pleaseacceptourapologiesfortheinconveniencethiserrorhascausedyou 7 Complainingletter Youhaverecentlystayedinahotel However youwereunhappywhenyoufoundyouwereoverchargedbythehotel WritealettertoJamesGreen thehotelmanagerandsaywhatyouwouldliketobedoneaboutit 8 DearMrGreen IamwritingtocomplainaboutyouroverchargingwhenIstayatthehotelbetween1stand5thOctober Accordingtoyourscaleofchargesthepriceofasingleroomwithbathis 55includingtax However oncheckingmyaccountlaterIdiscoverthatIwascharged 69 50pernight Willyoupleaserefundthedifference whichIcalculatetobe 72 50forfivenights welookforwardtoyourearlyreply Yourssincerely 9 DearMrAAThankyouforyourletterof10October2009 Wewishtoapologizeforourmistakeinoverchargingyouforyourroom Themistakewasmadebecausewechargedyouatthedoubleroomrate Icanassureyouthatwewillrefund偿还youthesumof 72 50toyourMastercardaccountintwodays Wewillofferyou15 discountforyournextstayatourhotel pleaseacceptourapologiesfortheinconveniencethiserrorhascausedyou 10 Iamwritingtocomplainaboutyourdelivery Ourorderwasfor80boxescontaining144itemeach Eachboxwehaveopenedsofarcontainsonly100items Willyoupleasearrangeforthemissingitemstobeshippedtousatonce welookforwardtoyourearlyreply Thankyouforyourletterof10October2009 pleaseacceptourapologiesforthismistake Sinceyourorderwasplaced wehavebegunusingnewboxeswhichcontainonly100itemseach Therefore yourorderwasshortby3 520items Icanassureyouthatafurther36boxeswillbesenttoyouwithintwodays Iapologizeagainfortheinconveniencecaused 11 PARTDHerearesomemoreexcusesthatmaybeusedtocoverupforamistake aclericalerroracomputererrorashortageofstaffatypingerroramisunderstandingtemporarystaffbadweatherdelayingdeliveryyoursupplierlettingyoudown 12 Delivery Goodsmaybeshippedbyair sea railorroad Whenaconsignment 托运的货物 isreceived itisexaminedandthedeliverynoteissignedtoconfirmthatthegoodshavebeenreceivedandtheyareundamaged However damageanderrorsareoftennoticedlaterwhenthecontainerorpackageisunpackedandrechecked Problemsmaybeduetomistakesmadebythesuppliers thesecanbecorrectedbyofferingthedissatisfiedcustomerareplacement refundoracreditnote 赊欠凭证 欠条 tobeusedwhenpayingforthenextorder 8 4Deliveryproblem 13 Fillthegapsinthesesentencewithsuitablewordsfromthelistbelow Circumstancesrejecttrunkloadstoragerebatetransitrefundclaimcompensate1 ifanymerchandiseisfaulty thebuyercan itanddemanda 2 ifthegoodsaredamagedin thesuppliermayhaveto theclients ifso theycanmakeaninsurance torecoverthiscost 3 Theconsignmentwillbesentby ifthereisanydamagetothe wewillofferyou onyournextorder 4 Duetounforeseen wecouldnotclearthegoodsthroughcustoms sowepaid chargewhiletheywereheldinawarehouse 8 4Deliveryproblem 14 8 4Deliveryproblem VocabularyAlloy合金inspect检查Screwadaptor螺丝接头exportpackingdepartment出口包装部 ListeningA1 DoA1 4 15 1 What swrongwiththegoodsdeliveredbyOceanViewComponentsInc A Mostofthepartsdon tmeetPacificInternational sspecifications B Thescrewadaptorsdon tmeetPacificInternational sspecifications 2 Theerrorwasmadeby A thesupplier sproforma B Thesupplier sexportpackingdepartment 3 Whatwillhappeniftheerrorisnotcorrected A Partoftheproductionlinewillhavetostop B 500screwadaptorswillhavetobereplaced ListeningA1 16 MakeNotesThescrewadaptorsdon tmeetourspecifications NeedJG507 notGJ501Ifrightpartsdon tarrivebynextWednesday partofproductionlinewillhavetostop 5000screwadaptorshavetobereplaced 500areneededfornextweek sproduction 17 suppliers Aregularsupplier particulariftheyareyoursolesupplier willprobablybesomeonewhosegoodwillyoudependon Theremaybeseveralreasonsforthis Youknowthatyoucanrelyonthemtodelivergoodsofthequalityyourequire Youknowthattheywilldeliveryourordersontime Youmaybegettingagooddiscountfromthem Youmaybegettingfavorabletermsofpayment Youmaybegettingextendedcreditfromthem Theymaybereadytohelpyououtwithanurgentorderatshortnotice Theymaybeworkingcloselywithyoutotailortheirproductstoyourspecifications 18 Whatwouldyoudo Askforallorpartoftheordertobeair freightorshippedatonce ormaybefindanothersupplierlocallywhocandelivermorequickly 8 4Deliveryproblem 19 Assignment ComplainingletterDearSirormadam 根据您2010年6月5日的发票 发票号 DH 600622 我们必须指出您可能犯了一个错误 您的发票上写的是300个碗 但是实际上我们订购了500个碗 我们要求您迅速调查此事 盼望你尽快回涵 ApologeticletterDearMr Green 非常感谢你2010年5月18日的来信 获悉您收到的餐具 tableware 质量极差我非常抱歉 这主要是我们的包装机 packingmachine 出现了故障 我们现在已经修好了机器 我向