最新商务英语写作课件-7-日常索赔与理赔.ppt

1、2023-2-151BUSINESS WRITING商务英语写作商务英语写作2023-2-152 Chapter 7 Routine Claims and Adjustment 日常索赔与理赔Lecture MapRoutine claims 1Adjustment 2Sample LettersPrinciplesExercisesSample LettersPrinciplesRoutine Claims:1Direct order Assume that a request will be granted quickly and willingly.(usually backed by

2、a contract,a guarantee,or the companys reputation.)Rules for Writing Complaints and Claims1.Complain or claim immediately.2.Address the reader politely.3.Explain the problem clearly by providing specific details.4.Make a specific request.2023-2-156Guidelines:n Begin directly.Tell what is wrong.n Ide

3、ntify the situation(invoice number,product information,etc.)in the text.Describe the story in a clear and organized way.n Present enough facts to permit a decision.n Name specific actions to correct the problem and politely mention strong terms if you fail to get a satisfactory reply.n End positivel

4、y,friendly but firm.2023-2-15Sample 1Claim on wetted goodsnDear Mr.Phillips:nWe refer to sales confirmation No BE027 covering the purchase of 500 metric tons of Panjin Pearl Rice,the arrival of which we faxed you on May 20.nWhen we inspected it,we were surprised to find that 60 bales were wetted,est

5、imated at 12,000 kg.After that,we asked China Import and Export Commodity Inspection Bureau to make a survey that has confirmed our initial findings.Come straight to the problem at the beginning.Tell what is wrong.1Describe the problem clearly and provide any necessary information(invoice number,pro

6、duct information,etc.)22023-2-15nThe survey report indicates that the loss was due to the outdoors improper stowage before shipment,for which you,the suppliers,should be responsible.nOn the strength of the survey report,we hereby file our claim against you as follows:nDepreciated value$4,800nSurvey

7、charges$200nTotal claimed$5,000Sample 1Claim on wetted goodsPresent enough facts to help the company to make a decision.3Name specific actions to deal with the problem,and politely mention strong terms if you fail to get a satisfactory reply.42023-2-15nWe enclosed survey report(No.SE2052)and look fo

8、rward to early settlement of the claim.nYours sincerely,nDanny HoopernEnc.Survey Report(No.SE2052)Sample 1Claim on wetted goodsEnd with positive,friendly but firm words.52023-2-15Sample 2Claim on the wrong materials Dear Mr.Wang:Subject:Clothing materials under Order No.HYJCK042 must be delivered in

9、 line with the samples.The consignment of the clothing materials we ordered on August 10 is not the quality as shown in the samples.The consignment arrived yesterday,but on checking the materials with the samples you sent us,we were surprised to find that they do not match eachCome straight to the p

10、roblem at the beginning.Tell what is wrong.12023-2-15other.The quality of the clothing materials seems inferior to that of the samples,so they do not meet our customers requirements.We have arranged for the production of the customized suits and planned to start as soon as the materials arrive.We wi

11、ll,however,have to postpone the original order from our customers owing to the poor quality of the clothing materials you sent us.This is bringing us much nconvenience.Sample 2Claim on the wrong materialsDescribe the problem clearly and provide any necessary information(invoice number,product inform

12、ation,etc.)2Present enough facts to help the company to make a decision.32023-2-15 Would you take them back and replace them with the materials as we ordered?We allow you another 10 days to prepare them.If you cannot guarantee delivery for whatever reason before September 1,we should ask for a compl

13、ete refund of money and full compensation for all our costs.Your prompt cooperation will be beneficial to both of us.Sincerely yours,John PhillipsSample 2Claim on the wrong materialsName specific actions to deal with the problem,and politely mention strong terms if you fail to get a satisfactory rep

14、ly.4End with positive,friendly but firm words.52023-2-1513Claim on the Wrong Component Dear Mr.Phillips:Would you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for.On June 14,we purchased the office communication system XP5645 from your sales representati

15、ve John Windsor.As your file may show,we paid$4,500 for it,which is$200 more than for XP5030.That payment includes free installment and 6 months trial period.Sample 32023-2-1514 The software you sent us operated well at the beginning,but the system refused to work after two weeks.After careful exami

16、nation,we found what you sent us is for XP5030,not for XP5645 we purchased.I called Mr.Windsor that same day,June 28.He said he was busy negotiating with another client at another city.He promised to arrange people to replace it.Six days has passed,but nothing happens.It is urgent that you adjust th

17、e issue by sending2023-2-1515 personnel to replace the software and install the system again.The collapse of the system has caused serious problems in our normal operation.The replacement is expected no later than June 30.Please call me at 02-30-5422818 any time before 4 p.m.Im confident that you ar

18、e serious about the matter.If I havent received your call by 12:00 on Thursday,June 30,I will reluctantly turn this issue to my lawyer for actions against you.We appreciate your prompt action.Sincerely yours,2023-2-1516Direct Claim Letter Dear Good Vibes:You call yourselves Good Vibes,but all Im get

19、ting from your service is bad vibes!Im furious that you have your salespeople slip in unwanted service warranties to boost your sales.Contrast n Poor1.发泄不满发泄不满2.抱怨对方销售人员的过失。抱怨对方销售人员的过失。Good Vibes 良好的共鸣,好感 2023-2-1517 When I bought my Panasonic VCR from Good Vibes,Inc,in August,I specifically told th

20、e salesperson that I did NOT want a three-year service warranty.But there it is on my VISA statement this month!You people have obviously billed me for a service I did not authorize.I refuse to pay this charge.4.自己对问题的态度。自己对问题的态度。3.问题产生的过程。问题产生的过程。2023-2-1518 How can you hope to stay in business wit

21、h such fraudulent practices?I was expecting to return this month and look at CD players,but can you be sure that Ill find an honest dealer this time?Sincerely,5.对对方提出怀疑。对对方提出怀疑。6.表示自己可能再次购买表示自己可能再次购买,暗示对方这次要诚实。暗示对方这次要诚实。fraudulent practices徇私舞弊；欺诈徇私舞弊；欺诈 2023-2-1519 1201Lantana.Court Lake Worth,FL33

22、461 September3,2012 Mr.Sam Lee,Customer Service Good Vibes,Inc.2003 53 rd Street West Palm Beach,FL33407 Dear Mr.Lee:Please credit my VISA account,No.0000-0046-2198-9421,to correct an erroneous charge of$299.n Improved1.提出请对方改正错误的方法。2023-2-1520 On August 8，I purchased a Panasonic VCR form Good Vibes

23、,Inc.Although the salesperson discussed a three-year extended warranty with me,I decided against purchasing that service for$299.However,when my credit card statement arrived this month,I noticed an extra$299 charge from Good Vibes Inc.I suspect that this charge represents the warranty I declined.2.

24、详述问题发生的过程和及其可能原因。2023-2-1521 Enclosed is a copy of my sales invoice along with my VISA statement on which I circled the charge.Please authorize a credit immediately and send a copy of the transaction to me at the above address.Im enjoying all the features of my Panasonic VCR and would like to be sho

25、pping at Good Vibes for a CD player shortly.Sincerely,Keith Cortez Enclosure3.提出具体改正方法。4.表扬产品性能，表达再次光顾的愿望。2023-2-1522n这是一封因对方误收服务费提出投诉的信函。写这封信的目的,主要是让对方退回误收的款项。第一封信开头段就表示强烈的不满情绪，整片在抱怨，指责对方，使用的负面语言如bad vibes，furious，以及 fraudulent practices等，语气太重了，不利于双方友好感情，无助于问题的解决。主体段简要地说明了抱怨的理由，指出问题-收取了作者未授权的服务费用，因

26、而要求退付，信函中没有提及账户以及金额，为了搞清楚这些，对方可能不得不花一些时间。第二封信，在开头就明确要求对方在Visa 账户贷记299元，以改正错误的收费。并给出Visa账号。读者一看就知道要求他做什么，然后讲明问题发生的过程，同时附上销售发票和Visa账单，处处体现为对方着想，结尾，赞扬产品的性能，暗示对对方的信任，有利于双方的友好感情的维系，为自己接下去购买CD做了铺垫。Adjustments2good newsdirect order2023-2-1524Adjustment:good newsnWhen you get a complaint or claim,you may ei

27、ther grant an adjustment or reject it depending on the circumstances.nWhen you grant an adjustment,the situation is a happy one for your customer.You are correcting an error.You are doing what you were asked to do.nAs in other positive situations,a letter written in the direct order is appropriate.A

28、djustmentsSlogan-Settle the problem and keep the customer!Suggestions:n 1.Reply promptly Promptn 2.Show understandingn 3.Be tactfuln 4.Serious yet Courteous2023-2-1526The direct-order plan follows these general steps:nBegin directlywith the good news.nIncidentally identify the correspondence that yo

29、u are answering.nAvoid negatives that recall the problem.nRegain lost confidence through explanation or action.n End with a friendly,positive comment.2023-2-1527Sample 1Adjustment for Video Game Dear Mrs.Williams:Your repaired video game is being returned by UPS,and you should receive it within a we

30、ek.Skilled engineers made your video game almost as good as new.Recently Pace Electronic has acquired the assets of Four Star Games and has become responsible for repairs under warranties.Now you can be assured of prompt and reliable service.Any future repairs can be made by one of the dealers of ou

31、r expanded network(see enclosed sheet).2023-2-1528 Also enclosed is a brochure showing some of our exciting new products,as well as Four Stars old favorites.You can order by mail,using the order form in the brochure,or call 1-800-877-PACE.We look forward to helping you enjoy your video game.Sincerel

32、y,Paul Bilenikoff Technical Services Enclosures2023-2-15Sample 2Adjustment for wrong materialsnDear Mr.Phillips:nThe correct consignment of the clothing materials will reach you within 20 days.nI am grateful for your letter dated August 20.We are sorry to learn that the clothing materials dont match

33、 the samples.After careful examination,we found that we had misfiled your order and another order that was different from yours with only one letter.We have arranged for the correct consignment and it will arrive at your place within 20 days.Begin directly with the good news.1Identify the correspond

34、ence that you are answering.2Avoid negatives that recall the problem.32023-2-15nAs compensation for the wrong delivery,I would like to provide you a 3%discount on this consignment,and I hope such an arrangement is satisfactory to you.nYours sincerely,nWang JunRegain lost confidence through explanati

35、on or action.4End with a friendly,positive comment.5Sample 2Adjustment for wrong materials2023-2-15312.Letters of Adjustment Dear Keith Cortez I am sorry to know that you are angry with us for the mistake our salesperson made.After receiving your letter I checked the matter.The salesperson supposed

36、that you wanted the three-year extended warranty service,so he included additional$299 in the charge.I am sorry for the mistake and the incontinence that has caused you.I hope you can understand and am looking forward to your early reply.Sincerely yours Tony Lee Sales manager n Poor 1.为错误道歉。2.解释问题产生

37、的可能原因。3.为错误再次道歉4.希望对方理解，并盼望回复。2023-2-1532 Dear Keith Cortez$299 has been credited to your VISA account,No.0000-0046-2198-9421 this morning.Mr.Cortez,it is true that the extra$299 charge was for a three-year extended warranty.I am sorry for the mistake our salesperson made in the transaction.Though a

38、ccording to some customers,spending$299 for the service may save you$500 for repair charge in the future,your decision should be respected and executed.Mr.Cortez,We are glad you are enjoying all the features of your Panasonic VCR,and expect to provide you with a CD player that you will like best.Sin

39、cerely Tony Lee Sales manager nImproved1.告知错误已经得到纠正。3.暗示销售人员并无恶意,故意忽视对方决定。2.说明问题产生的原因。4.提及产品性能,进行促销。2023-2-1533n这是封答应退回多收取的服务费的理赔信。对对方来说，这是个好消息，一般应采取直接法写作。第一封信的开头不太明确，在道歉，但道歉的理由含混。主体段讲明原因，但没给品名和账户。结尾再次道歉。信中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，退299元。然后讲明事情发生的可能原因,即包括三年的超期维修对用户来说是划算的，暗示销售

40、人员这样做也是为你好，既然你不需要，我们尊重你的选择。结尾，提及对方对已购买的VCR的满意之处，并期望为对方提供最令他们满意的CD。信的作者既满足对方的要求，又促销了自己的产品。2023-2-1534 Claim OpeningnWould you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for.1.提出请对方改正错误的方法。2023-2-1535nThe consignment of the clothing materials we ordered

41、on August 10 is not the quality as shown in the samples.nThe consignment arrived yesterday,but on checking the materials with the samples you sent us,we are surprised to find that they do not match each other.Their quality seems inferior to the samples,so they do not meet our customers requirement.2

42、.点名问题。3.具体阐明问题所在。2023-2-1536nWe havent got the personal computers we ordered on June 3.nOn June 3,we placed an order for ten sets of personal computers.When we discussed the matter on delivery,you promised that it would be made before June 20.However,it is 10 days past the deadline,and your goods st

43、ill have not reached us.1.点名问题。2.详述问题。2023-2-1537Adjustment OpeningnThe correct consignment of the clothing material will reach you within 20 days.1.告知错误已经纠正。2023-2-1538nThank you for your letter of March 3rd and we will take care of your broken-down sewing machines.1.感谢对方来函。2.表明接受对方的投诉。2023-2-1539n

44、You call yourselves Good Vibes,but all Im getting from your service is bad vibes!nIm furious that you have your salespeople slip in unwanted service warranties to boost your sales.1.发泄不满。2.抱怨对方销售人员的过失。2023-2-1540nPlease credit my VISA account,No.0000-0046-2198-9421,to correct an erroneous charge of$

45、299.nOn August 8，I purchased a Panasonic VCR form Good Vibes,Inc.Although the salesperson discussed a three-year extended warranty with me,I decided against purchasing that service for$299.However,when my credit card statement arrived this month,I noticed an extra$299 charge from Good Vibes Inc.I su

46、spect that this charge represents the warranty I declined.1.提出请对方改正错误的方法。2.详述问题发生的过程和及其可能原因。2023-2-1541nI am sorry to know that you are angry with us for the mistake our salesperson made.nAfter receiving your letter I checked the matter.The salesperson supposed that you wanted the three-year extende

47、d warranty service,so he included additional$299 in the charge.1.为错误道歉。2.解释问题产生的可能原因。2023-2-1542n$299 has been credited to your VISA account,No.0000-0046-2198-9421 this morning.nMr.Cortez,it is true that the extra$299 charge was for a three year extended warranty.I am sorry for the mistake our sales

48、person made in the transaction.nThough according to some customers,spending$299 for the service may save you$500 for repair charge in the future,your decision should be respected and executed.1.告知错误已经得到纠正。2.说明问题产生的原因。3.暗示销售人员并无恶意,故意忽视对方决定。2023-2-1543Useful Sentence Patterns2023-2-1544A.Claims 1.Desc

49、ribe the problem1)On examination,we found all the goods were wetted.经检验，我们发现所有的货物都已受潮。2)We checked some of the items and found they were in damaged condition.我们检查了部分产品，发现它们已严重受损。3)It contained articles different from what we have ordered.这批货物与我们订购的物品不符。4)The goods we ordered from you on June 6 haven

50、t arrived yet.我们6月6日订购的货物至今仍未到达。5)The quality of this lot of goods is so far below the standard that we cannot use them for our purpose.这批货物的质量远远低于标准，我们无法使用。2023-2-15456)We are disappointed to find that the items delivered dont match the samples.我们遗憾地发现所运货物与样品不符。7)Your incorrect delivery has caused