外贸英语函电Unit12Complaintsandclaims省公开课金奖全国赛课一等奖微课获奖PP

Unit12Complaintsandclaims1/16IntroductionWhatiscomplaint?Astatementthatasituationisunsatisfactoryorunacceptableorthatsomeonehasdonesthwrong.Whatisclaim?Anapplicationforcompensationunderthetermsofaninsurancepolicy.2/16Inbusinessactivities,nomatterhowperfectanorganizationmaybe,Complaintsfromthecustomersarecertaintoarise.Handlecomplaintsorclaimsinaccordancewiththeprincipleof“onthefirstgrounds,toouradvantageandwithrestraint”

Introduction3/16Vt.ClaimUS$10,000(fromsb)Vi.Claimonsb.向某人提出索赔Claimforsth.索赔原因Poorpacking劣质包装Shotshipment短装Inferiorquality质次Damage货物受损Breakage破损4/16N.Lodge/file/register/raise/makeaclaim向某人提出索赔Claimwith/againstsbClaimonsthClaim/foraccountofAccept/settle/entertain受理5/16Notes:claim

①n.索款

lodge

file

raise

register②v.索赔◆claim

US$10,000onthegoodsfromtheunderwritersforimproperpacking.aclaim

for+原因for+金额on+货物against

+对象(指人)6/16

Question:

Underwhatconditionsshouldcustomersmakeacomplaintoraclaimagainstthesupplier?

7/16Ⅰ.Typesofcomplaints1.genuinecomplaintthewronggoodsmayhavebeensentthequalitymaynotbesatisfatorythegoodsmayhavebeendelivereddamagedorlatethepricechargedmayhaveexcessive,ornotasagreed8/162.falsifiedcomplaints

nolongerwantthegoodsfindtheycangetthegoodscheaperelsewhere9/16OutlinesofmakingacomplaintBeginbyregrettingtheneedtocomplainMentionthedateoforder,thedateofdeliveryandthegoodscomplainedaboutStatereasonsforbeingdissatisfiedandaskforanexplanationRefertotheinconveniencecausedSuggesthowthemattershouldbeputright10/16Ⅱ.TipstoWriteaGoodComplaint

Writearelevantopeningthatisaspositiveasitcanreasonablybeunderthecircumstances,onethatavoidsanangryorarroganttone.Stateourcaseasweseeit,andaswewouldlikeourreadertoseeit.Describethedetailedsituationthathasnecessitatedourcommunication,thatis,thereasonswhydemandisneeded.11/16Makethedemanditself.Stateitclearly,specificallyandcompletely.Writeatotallypositiveclosing,onethattactfullyexpressesourconfidencethatthedemandwillbemet.12/16Howtowritealetteraboutclaims?AcknowledgereceiptofthegoodsDetailsofcomplaintsReasonsforbeingdissatisfiedProofandrelativedocumentsSuggestionforsettlement,suchasRequestforreplacementCompensatedelivery13/16我们已经向保险商提出索赔560英镑(n.)因为包装不良，买方对此批货物提出索赔(n.)我们向船运企业提出索赔，以赔偿损失(vi.)因为短装，我方提出索赔2050美元(vt.)对这批货因为质次我方不得不向你方索赔400英镑(vt.)14/16我们已经向保险商提出索赔560英镑(n.)Wehavealreadylodgedaclaimagainsttheunderwritersfor560pounds.因为包装不良，买方对此批货物提出索赔(n.)Buyershavelodgedaclaimontheshipmentforimproperpacking.我们向船运企业提出索赔，以赔偿损失(vi.)Weclaimedontheshippingcompanyfortherecoveryoftheloss15/16因为短装，我方提出索赔