商务英语写作(修订版)第七章课件.pptx

1、高等学校英语拓展系列教程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外语教学与研究出版社Chapter 7Routine Claims and Adjustments日常索赔与理赔函Chapter7Contents of this chapterI.IntroductionII.Sample AnalysisIII.Sample ContrastIV.Useful Patterns and SentencesRoutine Claims and Adjustments ChapterI.Introduction1.Routine claims72.AdjustmentsR

2、outine Claims and Adjustments Chapter71.Routine claimsClaim letters can be divided into two groups:routine claims and persuasive claims.Routine claims(usually backed by a contract,a guarantee,or the companys reputation)assume that a request will be granted quickly and willingly,so such letters are v

3、ery effective if the problem is directly stated.Routine Claims and Adjustments Chapter7 Come straight to the problem at the beginning.Tell what is wrong.Describe the problem clearly and provide any necessary information(invoice number,product information,etc.).Present enough facts to help the compan

4、y to make a decision.Name specific actions to deal with the problem,and politely mention strong terms if you fail to get a satisfactory reply.End with positive,friendly but firm words.Writing Principles:1.Routine claimsRoutine Claims and Adjustments Chapter72.AdjustmentsWhen you get a claim,you may

5、either grant an adjustment or reject it,depending on the situation.When you grant an adjustment,your customer will surely welcome it,so a letter of adjustment talking about the issue directly is appropriate.Routine Claims and Adjustments Chapter7 Begin directly with the good news.Identify the corres

6、pondence that you are answering.Avoid negatives that recall the problem.Regain lost confidence through explanation or action.End with a friendly,positive comment.Writing Principles:2.AdjustmentsRoutine Claims and Adjustments Chapter7II.Sample AnalysisLetter A:A claim on the wrong componentDear Mr.Ph

7、illips:Dear Mr.Phillips:Would Would you immediately replace the visual software for XP5030 with that you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for XP5645 which we have paid for?for?On On June 14,we purchased the office communication system XP5645

8、from June 14,we purchased the office communication system XP5645 from your sales representative John Windsor.As your file may show,we paid your sales representative John Windsor.As your file may show,we paid$4,500 for it,which is$200 more than$4,500 for it,which is$200 more than XP5030XP5030.That pa

9、yment includes.That payment includes free installment and free installment and a six-month a six-month trial period.trial period.The The software you sent us operated well at the beginning,but the system software you sent us operated well at the beginning,but the system refused to work after two wee

10、ks.After careful examination,we found what refused to work after two weeks.After careful examination,we found what you sent us is for XP5030,not for XP5645 we purchased.you sent us is for XP5030,not for XP5645 we purchased.I I called Mr.Windsor that same day,June 28.He said he was busy called Mr.Win

11、dsor that same day,June 28.He said he was busy negotiating with another client negotiating with another client in another in another city.He promised to city.He promised to arrangearrange (To be continued)Routine Claims and Adjustments Chapter7II.Sample AnalysisLetter A:A claim on the wrong componen

12、t(Continued)people to replace it.Six days has passed,but nothing happens.people to replace it.Six days has passed,but nothing happens.It It is urgent that you is urgent that you send personnel send personnel to replace the software and install the to replace the software and install the system again

13、.The collapse of the system has caused serious problems in system again.The collapse of the system has caused serious problems in our normal operation.The replacement is expected no later than June 30.our normal operation.The replacement is expected no later than June 30.Please Please call me at(021

14、)call me at(021)5422#5422#any time before any time before 4:00 4:00 p.m.Ip.m.Im m confident that you are serious about the matter.If I havenconfident that you are serious about the matter.If I havent received your t received your call by call by 10:00 a.m.this 10:00 a.m.this Thursday,Thursday,I I wi

15、ll reluctantly turn this issue to my will reluctantly turn this issue to my lawyer for actions against you.lawyer for actions against you.We We appreciate your prompt action.appreciate your prompt action.Sincerely Sincerely yoursyours,Alex HillAlex HillRoutine Claims and Adjustments Chapter7II.Sampl

16、e AnalysisLetter B:A letter of adjustmentDear Mrs.Williams:Dear Mrs.Williams:Your Your repaired video game is being returned by UPS,and you should receive it repaired video game is being returned by UPS,and you should receive it within a week.Skilled engineers made your video game almost as good as

17、new.within a week.Skilled engineers made your video game almost as good as new.Recently Recently Pace Electronic has acquired the assets of Four Star Games and has Pace Electronic has acquired the assets of Four Star Games and has becbeco ome responsible for repairs under me responsible for repairs

18、under warranty.Now warranty.Now you can be assured of you can be assured of prompt and reliable service.Any future repairs can be made by one of the prompt and reliable service.Any future repairs can be made by one of the dealers of our expanded network(see enclosed sheet).dealers of our expanded ne

19、twork(see enclosed sheet).Also Also enclosed is a brochure showing some of our exciting new products,as enclosed is a brochure showing some of our exciting new products,as well as Four Starwell as Four Stars old favorites.You can order by mail,using the order form in s old favorites.You can order by

20、 mail,using the order form in the brochure,or call the brochure,or call 800-877-#.Hope you enjoy your video games.800-877-#.Hope you enjoy your video games.Sincerely,Sincerely,Paul Paul BilenikoffBilenikoff Technical Services Technical Services EnclosuresEnclosuresRoutine Claims and Adjustments Chap

21、ter7II.Sample Analysis1.Do the letters use direct order or indirect order?2.How do the authors begin the two letters?3.How do the authors arrange the body of the two letters?Key:1.Both letters use direct order.2.The first letter comes straight to the problem while the second begins with the good new

22、s.3.The first one describe the problem clearly and name specific actions to deal with the problem;the second one gives explanation and offers action to regain lose confidence.Questions for comprehension:Routine Claims and Adjustments Chapter7II.Sample Analysis4.Is the tone of each letter polite and

23、considerate?5.How do the authors end the two letters?6.Can you sum up the writing principles of routine claims and adjustments?Key:4.Yes,both letters are polite and considerate.5.The first letter ends with positive but firm words while the second ends with a friendly wish.6.For a routine claim,one s

24、hould begin by telling what is wrong,present enough facts,name specific actions,and end with positive but firm words.For an adjustment,begin with the good news,avoid negatives,regain lost confidence,and end with a friendly comment.Questions for comprehension:Routine Claims and Adjustments Chapter7II

25、.Sample Analysis7.Do the claim clearly state the problems?8.Whats the purpose of each letter?9.Does each letter state clearly its explanation?10.Whats your impression on these letters?Key:7.Yes,the problems are clearly stated.8.The first letter tells what is wrong and asks for action.The second tell

26、s the good news and tries to regain lost confidence of the customer.9.Yes,both letters state clearly its explanation.10.Open.Additional questions for comprehension:Routine Claims and Adjustments Chapter7III.Sample Contrast1.A claim letterPoorDear Good Vibes:Dear Good Vibes:You You call yourselves Go

27、od Vibes,but all Im getting from your service is bad call yourselves Good Vibes,but all Im getting from your service is bad vibes!vibes!Im Im furious that you have your salespeople slip in unwanted service furious that you have your salespeople slip in unwanted service warranties to boost your warra

28、nties to boost your salessalesWhen When I bought my Panasonic VCR from Good Vibes,I bought my Panasonic VCR from Good Vibes,in in August,I August,I specifically told the salesperson that I did NOT want a three-year service specifically told the salesperson that I did NOT want a three-year service wa

29、rranty.But there it is on my VISA statement this month!warranty.But there it is on my VISA statement this month!Your Your people people have obviously billed me for a service I did not have obviously billed me for a service I did not authorize.I authorize.I refuse to pay this refuse to pay this char

30、gecharge.(To be continued)Routine Claims and Adjustments Chapter7III.Sample Contrast1.A claim letter(Continued)How can you hope to stay in business with such fraudulent practices?How can you hope to stay in business with such fraudulent practices?I wasI wasexpecting expecting to to have my money bac

31、k,but have my money back,but can can you be sureyou be sure that that Ill find an honest Ill find an honest dealer this timedealer this time?Sincerely,Sincerely,Keith CortezKeith CortezRoutine Claims and Adjustments Chapter7III.Sample ContrastRoutine Claims and Adjustments Chapter7III.Sample Contras

32、t1.A claim letter(Continued)On August 8,I purchased a Panasonic VCR form Good Vibes,Inc.On August 8,I purchased a Panasonic VCR form Good Vibes,Inc.Although the salesperson discussed a three-year extended warranty with me,Although the salesperson discussed a three-year extended warranty with me,I de

33、cided against purchasing that service for$299.However,when my credit I decided against purchasing that service for$299.However,when my credit card statement arrived this month,I noticed an extra$299 charge from card statement arrived this month,I noticed an extra$299 charge from Good Vibes,Inc.I sus

34、pect that this charge represents the warranty I declined.Good Vibes,Inc.I suspect that this charge represents the warranty I declined.Enclosed is a copy of my sales invoice along with my VISA statement on Enclosed is a copy of my sales invoice along with my VISA statement on which I circled the char

35、ge.Please authorize a credit immediately and send a which I circled the charge.Please authorize a credit immediately and send a copy of the transaction to me at the above address.copy of the transaction to me at the above address.Im enjoying all the features of my Panasonic VCR and would like to be

36、Im enjoying all the features of my Panasonic VCR and would like to be shopping at Good Vibes for a CD player shortly.shopping at Good Vibes for a CD player shortly.Sincerely,Sincerely,Keith CortezKeith CortezRoutine Claims and Adjustments Chapter7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

37、情绪，指责对方，使用的负面语言如bad vibes，furious，以及 fraudulent practices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.Sample ContrastRoutine

38、 Claims and Adjustments Chapter7III.Sample Contrast2.A letter of adjustmentPoorDear Dear Keith Keith Cortez:Cortez:I I am sorry to know that you are angry with us for the mistake our am sorry to know that you are angry with us for the mistake our salesperson made.salesperson made.After After receivi

39、ng your letter I checked the matter.The salesperson supposed receiving your letter I checked the matter.The salesperson supposed that you wanted the three-year extended warranty service,so he includethat you wanted the three-year extended warranty service,so he included d additional$299 in the charg

40、e.additional$299 in the charge.I I am sorry for the mistake and the incontinence that has caused you.am sorry for the mistake and the incontinence that has caused you.I I hope hope you can understand and am looking forward to youyou can understand and am looking forward to your early replyr early re

41、ply.Sincerely yours,Sincerely yours,Sam Sam Lee Lee Sales manager Sales manager Routine Claims and Adjustments Chapter7III.Sample Contrast2.A letter of adjustmentImprovedDear Dear Keith Keith Cortez:Cortez:$299 has been credited to your VISA account,299 has been credited to your VISA account,No.0000

42、-0046-2198-#No.0000-0046-2198-#this this morning.morning.It It is true that the extra$299 charge was for a three year extended warranty.I 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.am sorry for the mista

43、ke our salesperson made in the transaction.Though Though according to some customers,spending$299 for the service may save you according to some customers,spending$299 for the service may save you$500 for repair charge in the future$500 for repair charge in the future,your decision should be respect

44、ed and your decision should be respected and executed.executed.MrMr.Cortez,We are glad you are enjoying all the features of your Panasonic.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 VCR,and expect to provid

45、e you with a CD player that you will like best.best.Sincerely yours,Sincerely yours,Sam Sam Lee Lee Sales manager Sales manager Routine Claims and Adjustments Chapter7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

46、。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.Sample ContrastRoutine Claims and Adjustments Chapter7On examination,we found all the goods were wetted.经检验，我们发现所有的货物都已受潮。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。It contained arti

47、cles different from what we have ordered.这批货物与我们订购的物品不符。IV.Useful Patterns and SentencesClaims:1.Describe the problemRoutine Claims and Adjustments Chapter7The goods we ordered from you on June 6 havent arrived yet.我们6月6日订购的货物至今仍未到达。The quality of this lot of goods is so far below the standard that

48、we cannot use them.这批货物的质量远远低于标准，我们无法使用。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。IV.Useful Patterns and SentencesClaims:1.Describe the problemRoutine Claims and Adjustments Chapter7Your incorrect delivery has caused a great deal of trouble to us.你们

49、送错货物，给我们带来了极大的麻烦。Delivery of the goods ordered on March 3 is now considerably overdue.3月3日订购货物的交付现已逾期甚久。IV.Useful Patterns and SentencesClaims:1.Describe the problemRoutine Claims and Adjustments Chapter7The goods are not up to the standard.货物没有达到标准。We regret that only 20 sets have been received to

50、date whereas our order indicates 25.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.Useful Patterns and SentencesRoutine Claims and Adjustments Claims:1.Describe the problemChapter7IV.Useful Patterns and SentencesClaims:2.Name specific actions to remedy the problemRoutine Claims and Adjustments Chapter7Ple