商务英语写作(修订版)-第七章课件

高等学校英语拓展系列教程主编：胡英坤车丽娟外语教学与研究出版社高等学校英语拓展系列教程主编：胡英坤车丽娟外语教学与1Chapter7RoutineClaimsandAdjustments日常索赔与理赔函Chapter7RoutineClaimsandAd2Chapter7ContentsofthischapterI.IntroductionII.SampleAnalysisIII.SampleContrastIV.UsefulPatternsandSentencesRoutineClaimsandAdjustmentsChapter7Contentsofthischapt3ChapterI.Introduction1.Routineclaims72.AdjustmentsRoutineClaimsandAdjustmentsChapterI.Introduction1.Routi4Chapter71.RoutineclaimsClaimletterscanbedividedintotwogroups:routineclaimsandpersuasiveclaims.

Routineclaims(usuallybackedbyacontract,aguarantee,orthecompany’sreputation)assumethatarequestwillbegrantedquicklyandwillingly,sosuchlettersareveryeffectiveiftheproblemisdirectlystated.RoutineClaimsandAdjustmentsChapter71.RoutineclaimsClaim5Chapter7Comestraighttotheproblematthebeginning.Tellwhatiswrong.Describetheproblemclearlyandprovideanynecessaryinformation(invoicenumber,productinformation,etc.).Presentenoughfactstohelpthecompanytomakeadecision.Namespecificactionstodealwiththeproblem,andpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply.Endwithpositive,friendlybutfirmwords.WritingPrinciples:1.RoutineclaimsRoutineClaimsandAdjustmentsChapter7Comestraighttothep6Chapter72.AdjustmentsWhenyougetaclaim,youmayeithergrantanadjustmentorrejectit,dependingonthesituation.Whenyougrantanadjustment,yourcustomerwillsurelywelcomeit,soaletterofadjustmenttalkingabouttheissuedirectlyisappropriate.RoutineClaimsandAdjustmentsChapter72.AdjustmentsWhenyou7Chapter7Begindirectly

withthegoodnews.Identifythecorrespondencethatyouareanswering.Avoidnegativesthatrecalltheproblem.Regainlostconfidencethroughexplanationoraction.Endwithafriendly,positivecomment.WritingPrinciples:2.AdjustmentsRoutineClaimsandAdjustmentsChapter7Begindirectlywithth8Chapter7II.SampleAnalysisLetterA:AclaimonthewrongcomponentDearMr.Phillips:WouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor?OnJune14,wepurchasedtheofficecommunicationsystemXP5645fromyoursalesrepresentativeJohnWindsor.Asyourfilemayshow,wepaid$4,500forit,whichis$200morethanXP5030.Thatpaymentincludesfreeinstallmentandasix-monthtrialperiod.Thesoftwareyousentusoperatedwellatthebeginning,butthesystemrefusedtoworkaftertwoweeks.Aftercarefulexamination,wefoundwhatyousentusisforXP5030,notforXP5645wepurchased.IcalledMr.Windsorthatsameday,June28.Hesaidhewasbusynegotiatingwithanotherclientinanothercity.Hepromisedtoarrange

(Tobecontinued)RoutineClaimsandAdjustmentsChapter7II.SampleAnalysisLet9Chapter7II.SampleAnalysisLetterA:Aclaimonthewrongcomponent(Continued)peopletoreplaceit.Sixdayshaspassed,butnothinghappens.Itisurgentthatyousendpersonneltoreplacethesoftwareandinstallthesystemagain.Thecollapseofthesystemhascausedseriousproblemsinournormaloperation.ThereplacementisexpectednolaterthanJune30.Pleasecallmeat(021)5422####anytimebefore4:00p.m.I’mconfidentthatyouareseriousaboutthematter.IfIhaven’treceivedyourcallby10:00a.m.thisThursday,Iwillreluctantlyturnthisissuetomylawyerforactionsagainstyou.Weappreciateyourpromptaction.Sincerelyyours,AlexHillRoutineClaimsandAdjustmentsChapter7II.SampleAnalysisLet10Chapter7II.SampleAnalysisLetterB:AletterofadjustmentDearMrs.Williams:YourrepairedvideogameisbeingreturnedbyUPS,andyoushouldreceiveitwithinaweek.Skilledengineersmadeyourvideogamealmostasgoodasnew.RecentlyPaceElectronichasacquiredtheassetsofFourStarGamesandhasbecomeresponsibleforrepairsunderwarranty.Nowyoucanbeassuredofpromptandreliableservice.Anyfuturerepairscanbemadebyoneofthedealersofourexpandednetwork(seeenclosedsheet).Alsoenclosedisabrochureshowingsomeofourexcitingnewproducts,aswellasFourStar’soldfavorites.Youcanorderbymail,usingtheorderforminthebrochure,orcall800-877-####.Hopeyouenjoyyourvideogames.Sincerely,PaulBilenikoffTechnicalServicesEnclosuresRoutineClaimsandAdjustmentsChapter7II.SampleAnalysisLet11Chapter7II.SampleAnalysis1.

Dothelettersusedirectorderorindirectorder?2.

Howdotheauthorsbeginthetwoletters?3.Howdotheauthorsarrangethebodyofthetwo

letters?Key:1.Bothlettersusedirectorder.2.Thefirstlettercomesstraighttotheproblemwhilethesecondbeginswiththegoodnews.3.Thefirstonedescribetheproblemclearlyandnamespecificactionstodealwiththeproblem;thesecondonegivesexplanationandoffersactiontoregainloseconfidence.Questionsforcomprehension:RoutineClaimsandAdjustmentsChapter7II.SampleAnalysis1.12Chapter7II.SampleAnalysis4.Isthetoneofeachletterpoliteandconsiderate?5.

Howdotheauthorsendthetwoletters?6.Canyousumupthewritingprinciplesofroutineclaimsandadjustments?Key:4.Yes,bothlettersarepoliteandconsiderate.5.Thefirstletterendswithpositivebutfirmwordswhilethesecond

endswithafriendlywish.6.Foraroutineclaim,oneshouldbeginbytellingwhatiswrong,

presentenoughfacts,namespecificactions,andendwithpositive

butfirmwords.Foranadjustment,beginwiththegoodnews,

avoidnegatives,regainlostconfidence,andendwithafriendly

comment.Questionsforcomprehension:RoutineClaimsandAdjustmentsChapter7II.SampleAnalysis4.13Chapter7II.SampleAnalysis7.

Dotheclaimclearlystatetheproblems?8.

What’sthepurposeofeachletter?9.

Doeseachletterstateclearlyitsexplanation?10.What’syourimpressionontheseletters?Key:7.Yes,theproblemsareclearlystated.8.Thefirstlettertellswhatiswrongandasksforaction.Thesecond

tellsthegoodnewsandtriestoregainlostconfidenceofthe

customer.9.Yes,bothlettersstateclearlyitsexplanation.10.Open.Additionalquestionsforcomprehension:RoutineClaimsandAdjustmentsChapter7II.SampleAnalysis7.14Chapter7III.SampleContrast1.AclaimletterPoorDearGoodVibes:YoucallyourselvesGoodVibes,butallI’mgettingfromyourserviceisbadvibes!I’mfuriousthatyouhaveyoursalespeopleslipinunwantedservicewarrantiestoboostyoursalesWhenIboughtmyPanasonicVCRfromGoodVibes,inAugust,IspecificallytoldthesalespersonthatIdidNOTwantathree-yearservicewarranty.ButthereitisonmyVISAstatementthismonth!YourpeoplehaveobviouslybilledmeforaserviceIdidnotauthorize.Irefusetopaythischarge.(Tobecontinued)RoutineClaimsandAdjustmentsChapter7III.SampleContrast1.15Chapter7III.SampleContrast1.Aclaimletter(Continued)Howcanyouhopetostayinbusinesswithsuchfraudulentpractices?

Iwasexpectingtohavemymoneyback,butcanyoubesurethatI’llfindanhonestdealerthistime?

Sincerely,KeithCortezRoutineClaimsandAdjustmentsChapter7III.SampleContrast1.16Chapter7III.SampleContrastRoutineClaimsandAdjustmentsChapter7III.SampleContrastRo17Chapter7III.SampleContrast1.Aclaimletter(Continued)OnAugust8,IpurchasedaPanasonicVCRformGoodVibes,Inc.Althoughthesalespersondiscussedathree-yearextendedwarrantywithme,Idecidedagainstpurchasingthatservicefor$299.However,whenmycreditcardstatementarrivedthismonth,Inoticedanextra$299chargefromGoodVibes,Inc.IsuspectthatthischargerepresentsthewarrantyIdeclined.

EnclosedisacopyofmysalesinvoicealongwithmyVISAstatementonwhichIcircledthecharge.Pleaseauthorizeacreditimmediatelyandsendacopyofthetransactiontomeattheaboveaddress.

I’menjoyingallthefeaturesofmyPanasonicVCRandwouldliketobeshoppingatGoodVibesforaCDplayershortly.Sincerely,KeithCortezRoutineClaimsandAdjustmentsChapter7III.SampleContrast1.18Chapter7这是两封因对方误收服务费提出投诉的信函。目的主要是让对方退回误收的款项。第一封信从头至尾都在表达强烈的不满情绪，指责对方，使用的负面语言如badvibes，

furious，以及

fraudulentpractices等语气过重，无助于问题的解决。信函主体段简要说明了抱怨的理由——收取作者未授权的服务费用，因而要求退付。信函中没有提及账户以及金额，不便于问题的解决。第二封信开头就明确要求对方在VISA账户贷记299元，以偿还多收取的服务费，并提供VISA账号，对方一看就明白要做什么。然后讲明问题发生的过程，同时附上销售发票和VISA账单，处处体现出作者为对方着想。结尾赞扬了该产品的性能，并暗示会购买对方的其他产品，有利于解决问题并维系与对方的关系。III.SampleContrastRoutineClaimsandAdjustmentsChapter7这是两封因对方误收服务费提出投诉的信函。目的19Chapter7III.SampleContrast2.AletterofadjustmentPoorDearKeithCortez:Iamsorrytoknowthatyouareangrywithusforthemistakeoursalespersonmade.AfterreceivingyourletterIcheckedthematter.Thesalespersonsupposedthatyouwantedthethree-yearextendedwarrantyservice,soheincludedadditional$299inthecharge.Iamsorryforthemistakeandtheincontinencethathascausedyou.Ihopeyoucanunderstandandamlookingforwardtoyourearlyreply.Sincerelyyours,SamLeeSalesmanager

RoutineClaimsandAdjustmentsChapter7III.SampleContrast2.20Chapter7III.SampleContrast2.AletterofadjustmentImprovedDearKeithCortez:$299hasbeencreditedtoyourVISAaccount,No.0000-0046-2198-####thismorning.Itistruethattheextra$299chargewasforathree–yearextendedwarranty.Iamsorryforthemistakeoursalespersonmadeinthetransaction.Thoughaccordingtosomecustomers,spending$299fortheservicemaysaveyou$500forrepairchargeinthefuture,yourdecisionshouldberespectedandexecuted.Mr.Cortez,WearegladyouareenjoyingallthefeaturesofyourPanasonicVCR,andexpecttoprovideyouwithaCDplayerthatyouwilllikebest.Sincerelyyours,SamLeeSalesmanager

RoutineClaimsandAdjustmentsChapter7III.SampleContrast2.21Chapter7这是两封答应退回多收取的服务费的理赔信。对索赔方来说，这是个好消息，应采取直接法写作。第一封信的开头不太明确，道歉的理由含混。主体段虽然讲明原因，但始终没有提及纠正错误的办法，反复道歉对对方来说没有意义。第二封信开头就告诉对方改正错误的具体做法，体现了弥补损失的诚意。然后详细说明了问题产生的原因。结尾提及对方对已购产品的满意度，并顺势介绍了新的产品。这样既让对方建立了对自己的信任感，又进行了促销。III.SampleContrastRoutineClaimsandAdjustmentsChapter7这是两封答应退回多收取的服务费的理赔信。对索22Chapter7Onexamination,wefoundallthegoodswerewetted.经检验，我们发现所有的货物都已受潮。Wecheckedsomeoftheitemsandfoundtheywereindamagedcondition.我们检查了部分产品，发现它们已严重受损。Itcontainedarticlesdifferentfromwhatwehaveordered.这批货物与我们订购的物品不符。IV.UsefulPatternsandSentencesClaims:1.DescribetheproblemRoutineClaimsandAdjustmentsChapter7Onexamination,wefou23Chapter7ThegoodsweorderedfromyouonJune6haven’tarrivedyet.我们6月6日订购的货物至今仍未到达。Thequalityofthislotofgoodsissofarbelowthestandardthatwecannotusethem.这批货物的质量远远低于标准，我们无法使用。Wearedisappointedtofindthattheitemsdelivereddon’tmatchthesamples.我们遗憾地发现所运货物与样品不符。IV.UsefulPatternsandSentencesClaims:1.DescribetheproblemRoutineClaimsandAdjustmentsChapter7IV.UsefulPatternsan24Chapter7Yourincorrectdeliveryhascausedagreatdealoftroubletous.你们送错货物，给我们带来了极大的麻烦。DeliveryofthegoodsorderedonMarch3isnowconsiderablyoverdue.3月3日订购货物的交付现已逾期甚久。IV.UsefulPatternsandSentencesClaims:1.DescribetheproblemRoutineClaimsandAdjustmentsChapter7Yourincorrectdeliver25Chapter7Thegoodsarenotuptothestandard.货物没有达到标准。Weregretthatonly20setshavebeenreceivedtodatewhereasourorderindicates25.我们非常抱歉地通知您，迄今为止我们只收到了20台货物，而我们订购的是25台。IV.UsefulPatternsandSentencesRoutineClaimsandAdjustmentsClaims:1.DescribetheproblemChapter7Thegoodsarenotupt26Chapter7IV.UsefulPatternsandSentencesClaims:2.NamespecificactionstoremedytheproblemRoutineClaimsandAdjustmentsChapter7IV.UsefulPatternsan27Chapter7Pleaselookintothismatteratonceandletusknowthereasonsforthedelay.请立即对此事进行调查，并通知我们迟延的原因。Wehopethatthegoodswillbesentimmediately.我们希望货物即刻发运。IV.UsefulPatternsandSentencesClaims:2.NamespecificactionstoremedytheproblemRoutineClaimsandAdjustmentsChapter7Pleaselookintothis28Chapter7Weshallbegladtolearnfromyouthatyouarepreparingtomakesomeallowanceforthedamage.我方将很乐意看到贵方对我方的损失做出补偿。Wewouldbemuchpleasedthatthecasebesettledonanamicablebasis.诚望此事友好解决。IV.UsefulPatternsandSentencesClaims:3.CourteousdemandforactionsRoutineClaimsandAdjustmentsChapter7Weshallbegladtole29Chapter7Inviewofourfriendlybusinessrelations,wearesurethatthematterwillbesettledappropriately.鉴于我们之间友好的业务关系，我方相信此事定会得到妥善解决。Wearelookingforwardtoasatisfactoryconclusionofthematter.我方期待此事有一个令人满意的结局。Yourquickdispatchwillbemostappreciated.请尽快发运，我方不胜感激。IV.UsefulPatternsandSentencesClaims:3.CourteousdemandforactionsRoutineClaimsandAdjustmentsChapter7Inviewofourfriendl30Chapter7Ifyoucannotdeliverthegoodswithin10days,we’llreluctantlyturnthismattertoourattorney.如果贵方在10日内不能发货，我方将不得不付诸法律。Unlessyourassignmentreachesusnolaterthan...,wewillcancelourorder.若贵方货物货物在……前不能送达，我方将取消订单。IV.UsefulPatternsandSentencesClaims:4.StrongdemandforactionsRoutineClaimsandAdjustmentsChapter7Ifyoucannotdeliver31Chapter7Ifyoucannotprovidequalifiedgoodswithin3days,we’llaskforarefund.如果贵方在3日内不能提供合格产品，我方将要求退还货款。You’llhavetomakecompensationforallourcosts.贵方将赔偿我方的全部损失。IherebyinformyouthatIamlodgingaformalcomplaintagainstyourcompany.特此通知贵方，我方将正式投诉贵方。IV.UsefulPatternsandSentencesClaims:4.StrongdemandforactionsRoutineClaimsandAdjustmentsChapter7Ifyoucannotprovide32Chapter7...shouldreachyouinthreedays.……应该在三天内达到你处。Ihaveinstructedourpersoninchargetopickupatyourofficethedamagedmonitorandtoreplaceitwithanewone.我已告知我方相关负责人到您办公室取走损坏额显示器，并更换一台新的显示器。By...,yourthreeDovebicyclesshouldreachyouat...shop.在……之前，您订购的三辆“飞鸽牌”自行车将送达……商店。IV.UsefulPatternsandSentencesAdjustmentsRoutineClaimsandAdjustmentsChapter7...shouldreachyoui33Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsoblige:-tomakeindebtedorgrateful使感谢或感激

Iamobligedtoyouforyourhospitality.我很感谢你的款待。-todoaserviceorfavorfor施恩惠于，帮助Theyobligedusbyarrivingearly.他们来帮了我们一个大忙。Chapter7IV.PatternsandSente34Chapter7claim:tolodge/file/enter/make/raiseaclaimagainst/withsb.onacertainshipmentforacertainreasonforamountofmoney对某批发货由于某种理由向某人提出索赔金额为……BuyershavelodgedaclaimonthisshipmentforRMB10,500Yuanforshortweight.由于重量不足，买方对这批货索赔人民币10,500元。Wehavealreadyraisedaclaimagainsttheinsurancecompanyfor$3,100fordamageintransit.因货物运输中受损，我们已向保险公司提出要求赔偿3100美元。IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSente35Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsThequalityofthegoodsshippedagainstourorderNo.9823hasbeenfoundnotinconformitywiththeagreedspecification.我们发现，根据我方第9823号订单运来的货物质量与议定规格不符。Wemuchregretthatwehavetocomplainaboutthewayinwhichtheconsignmentjustreceivedhasbeenpacked.来货刚刚收到，但我们对这批货的包装不得不提出投诉，深感遗憾。Chapter7IV.PatternsandSente36Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsWeverymuchregrettopointoutthatashortageinweightof430lbs.wasnoticedwhenthefoodarrived.我们遗憾地指出，食物到达时发现短重430磅。WehavetoinformyouthattheDVDsetsweorderedfromyoulastmonthhavenotarrivedhere,norhaveweheardanythingfromyouconcerningtheshipment.我们不得不通知你方，上月我们所订购的DVD机尚未到货，亦未收到你方关于该货的任何消息。Chapter7IV.PatternsandSente37Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsInviewofthis,wehavenootherchoicebuttoreturnthefaultysetstoyouandmustaskyoutoreplacethem.鉴于这种情况，我们只好将有缺陷的几套退回，请务必予以调换。Itisclear,however,thatweareentitledtosomecompensation,andweshouldbegladtohearoftheallowanceyoupreparetomaketomeetthecase.然而，我公司享有要求赔偿的权利，我们希望了解你方准备给予的补偿金额，以解决此事。Chapter7IV.PatternsandSente38Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSente39Chapter7Wehavearrangedfortherightgoodstobedispatchedtoyouatonceandshallbeobligedifyouwillsendbackthewrongcases.我方已安排立即把应运达的货物加急运抵贵方，若贵方愿把运错的货物送回，我方将感激不尽。OurcheckforUSD3,000hasbeenairmailedtoyoutodayinsettlementofyourclaimforshort-weightof500lbs.今已航空邮寄出3000美元支票一张，以支付你方对短重500磅的索赔。IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSente40Chapter7WearearrangingMr.Chengtocallonyoulaterthisweektocomparethematerialssuppliedwiththesamplesfromwhichyouorderedthem.我方将安排程先生本周晚些时候拜访你们，以便把所提供给你方的布料和你方据以订货的样品相比较。IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSente41Chapter7Oncomparingthegoodsreceived,weweresurprisedtofindthatthey对收到的货物进行对比后，我们惊讶地发现-arenotthesameasyoursample.-arenotuptothesamplewereceivedfromyou.-donotagreewiththeoriginalpatterns.-havenotturnedouttooursatisfaction.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSente42Chapter7Uponexamination,wefoundthat经过检查，我们发现-severalbaleswereseriouslydamagedowingtonegligentpacking.-16boxesweresplitopen.-youhavesentusasubstitutearticleinsteadofwhatweordered.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSente43Chapter7Wehaveexaminedthegoodsdulyreceiv