新编商务英语写作教程课件：Complaints and Adjustment Unit 8

1、Business English Writing nComplaints qThe quality may have been found unsatisfactory; qThe shipment may have been found damaged, short, missing or late; qThe prices charged may be excessive or not as agreed. Quality qThe quality of this consignment is far from being satisfactory. qWe are sorry that

2、the cargo has not turned out to our satisfaction. qWe are compelled to express our surprise and disappointment at finding the goods contained in your shipment on Jan.1, 2013 so unsatisfactory. qWe are very sorry to inform you that your last shipment is not up to your usual standard. The goods seem t

3、o be too roughly made and are inclined to be inferior and out of shape. qWe regret to have to inform you that the computers which you sold us has caused numerous complaints. Damage qWe are sorry to report that one of the cases of your consignment was badly damaged when delivered on Jan. 1, 2013. qTh

4、e captioned goods you shipped on Jan. 1, 2013 arrived here yesterday. On examination, we have found that many of the sewing machines are severely damaged, though the cases themselves show no trace of damage. qWe are writing to inform you that case No.102 dispatched under your advice of Jan. 1, 2013

5、was badly damaged when delivered. qYour shipment of white paper arrived today. We have found three cartons are completely wet. Because of this, the items were damaged and can not be sold. Delay qWe have to inform you that the goods we ordered from you on Jan. 1, 2013 have not arrived here, nor have

6、we heard anything concerning the shipment. qYou wrote that our order No.398 was almost ready for shipment and your shipping advice would soon follow. Nearly a month has passed since then, yet we have heard nothing from you about the shipment. qThis delay has inconvenienced us considerably. We should

7、 appreciate it if you would inform us by return mail when we may expect the goods. qDue to your excessive delay in delivery, we notify you of our cancellation of contract. Shortage qIn checking the contents against your enclosed invoice, it was found that several items were missing. qYour goods of 3

8、00 cameras arrived today. On opening the container we found that the goods were short by 50. qWhile thanking you for the promptness with which you executed the order, we have to point out that one third of the goods are missing. Wrong goods qWe have received your goods carrying our order No. 122 of

9、Jan. 1, 2013. Upon opening the case we found it contained completely different articles. qOn examination we find that three pieces do not correspond with the original sample. qUpon examining your first delivery, we find that it does not contain the assortment which we ordered. qYou have evidently se

10、nt us the wrong goods, and, as we are in a hurry for the shirts that we order, this error is inconvenient and annoying to us. Claim qWe are obliged to lodge a claim against you for the loss we have thus sustained. qYour shipment of our Order No.298 has found short-weight by 1,000 kgs, for which we m

11、ust file a claim amounting to $987 plus inspection fee. qWe have to ask for a compensation to cover the loss incurred as a result of the inferior quality of the goods. Organizing Complaint nThe opening qstates the problem to complain by regretting, and mentions the date of the order, the date of del

12、ivery and the goods complained about. Organizing Complaint nThe body and closing qgive, if any, additional information why it is necessary to write, how you are inconvenienced, etc. qstate your reasons for being dissatisfied and ask for an explanation. qstate what you want to be done what you consid

13、er a reasonable demand to satisfy your claim. Organization of Claim nOpening: Beginning Announce the claim nBody: Expand with details Provide a narrative of the error Describe your compliance with any requested claims procedure Refer to any pertinent documents, like sales slips, that you enclose Des

14、cribe the requested action: A refund? A repair? A new item? nClosing: youll remain a customer if the company corrects the problem Situational Writing nYou have returned from shopping for some new bedding. You want to complain about the lack of customer service in your local department store. Suggest

15、ions: qThe shop assistants were disinterested and unhelpful. qThe assistant refused to open the packets of bedding to allow me to see the designs and colors. qThe assistants were rude: sighing whenever I asked a question. qThe assistants were more interested in their own conversation than helping me

16、. qWhen I asked to speak to the manager, I was told he wasnt available. Dear Sir or Madam, I am writing to complain about the quality of your customer service. I was in your store this morning trying to buy some bedding. However, the assistants seemed more interested in their own conversation than i

17、n helping me. They refused to open the packages to allow me to see the colors and designs and when I asked to speak to the manager, I was rudely told he was busy and not available to see me. This unpleasant experience in your shop was most upsetting and I feel discouraged from shopping in Top Store

18、again in the future. It seems obvious that without customers the store will not be able to exist and that would mean a loss of jobs. I therefore feel sure that you would want to know about my experience in order to be able to rectify the situation. I look forward to hearing from you. Yours faithfull

19、y, -先生： 感谢您寄来本公司于10月19日订购的服装。 然而，在检查货物时，我们发现布料的颜 色与原样不同，而且所附的绿色腰带与衣 服不配。 我们已经另外邮寄了其中的两件衣服，希 望您更换正确的全部货物。有关运费一事， 我们同意加付多出来的费用。 请及时告知贵公司对此事的处理意见。 Thank you for your delivery of the suits which we ordered on October 19. However, we wish to invite your attention to the following points: the colors of th

20、e clothes are dissimilar to your original sample; the green belt supplied does not match the suits. We are returning two of those by separate mail, and would ask you to replace the whole in correct color. Concerning the airfreight, we agree to pay extra costs for freight. Please let us know immediat

21、ely your opinion on this matter. Adjustments: Replies to Complaints nLetters in reply to the complaint or claim should always be courteous, even if the complaint is unfounded; nThe first thing that has to be decided is whether the compliant is justified. If it is so, the sellers have to admit it rea

22、dily, express his regret, and agree to the buyers request; nIf the complaint or claim is not justified, point this out politely and in agreeable manner. It would be a wrong policy to reject the customers request. nIf the seller cannot deal with a complaint promptly, acknowledge it at once; explain that the matter is being investigated and a full reply will be sent later. Three Types of Adjustment nFull Adjustment q- apologizing, agree to meet readers requirement nPartial Adjustment q-apologizing, explanation, partial adjustment nRefuse Adjustment q-showing sympathy or understanding, rea