1、浙江財經(jīng)大學(xué)經(jīng)貿(mào)學(xué)院國貿(mào)系English for International Business English for International Business CommunicationCommunicationYou can contact me:You can contact me:E-mail: E-mail: mpmp.ractice makes perfectUnit TenComplaints and AdjustmentsLearning Objective- Know the essential points to wr

2、ite a complaint or a claim.- Learn the rules to be followed in writing a reply- Know how to lodge a claim or a complaint in a specific situation- know how to decline and adjust a claimUnit TenComplaints and Adjustments Accuracy is important in all business. However, mistakes do occur. Customers some

3、times receive goods of the wrong size or color, receive damaged or defective goods, receive their seasonal order too late. In theseand many other situations customers are entitled to raise a claim with the supplier. Unit TenComplaints and AdjustmentsA claim is a request made by the buyer for a corre

4、ction of a problem.When making a complaint or a claim, pleasemake your letter be well planned, simple, direct and complete. Here are some guidelines:Unit TenComplaints and Adjustments- Begin by regretting the need to complain- State your reasons for being dissatisfied and ask for explanation- Refer

5、to the inconvenience causedUnit TenComplaints and Adjustments- Suggest how the matter should be put right, substitute the right merchandise for the wrong, improve the service, correct the bill, etc.- Close courteously with a request for prompt actionUnit TenComplaints and AdjustmentsReplies to compl

6、ains or claims should always becourteous, even if the complaint or the claim is unfounded; the sellers should not repudiate the claim until they have good and reliable ground to do so.The following rules should be noted when dealing with acomplaint.Unit TenComplaints and Adjustments- The first thing

7、 is to decide whether the complaint is justified. If so, you have to admit it readily; express your regret and promise to put matters right. - If the complaint or the claim is not justified, point out this politely and in agreeable manner. Unit TenComplaints and Adjustments- If you cannot deal with

8、a complaint promptly, acknowledge at once. Explain that you are looking into the matter and will send a full reply later.- All complaints should be treated as serious matters and thoroughly investigatedUnit TenComplaints and AdjustmentsIn most cases, the buyer and the seller can reach a compromise,

9、through friendly discussion, to settle the claim lodged by thebuyer. There are some cases when they may have to refer the dispute to arbitration.Unit TenComplaints and AdjustmentsWordscomplainThe buyers complain about the excessivemoisture of the minerals.The buyers complain that the minerals contai

10、n too much moisture.The buyers complained to the seller of the excessive moisture in the minerals.Unit TenComplaints and Adjustmentsreplacement The damaged typewriters need replacement. We are immediately sending replacement of those damaged sets.Unit TenComplaints and AdjustmentsAt ones disposalSha

11、ll we return the damaged goods to you or to hold them at your disposal?Our expertise is at the disposal of potential customers overseas at an extremely reasonable priceUnit TenComplaints and AdjustmentsclaimClaims for shortage or incorrect material must be made within 30 days after the arrival of th

12、egoods. We file (lodge, register, raise) a claim with (against) you for short-weight (on fertilizer).Unit TenComplaints and Adjustmentsaccept a claim admit a claimentertain a claim dismiss a claimreject a claim settle a claimwaive a claim withdraw a claimUnit TenComplaints and AdjustmentsClaimWe sho

13、uld claim USD 1000 from you for the loss caused by improper packing. to claim (a compensation of) from sb. for sth.Unit TenComplaints and AdjustmentsSentences and expressions- Raising a claim or making a complaintWe have to file a claim against you for short weight.We have to complain about the seri

14、ous defectsin the goods delivered to us on March 10.Unit TenComplaints and Adjustments- Stating the reasons for filing a claim we have substantial evidence for lodging a claim. Here is a report from a well-known public surveyor in London. To our dissatisfaction, some of the pajamas are found to be o

15、f varied coloring.Unit TenComplaints and AdjustmentsAbout 50% of the dried mushrooms were foundmouldy and worm-eaten. The Medical HealthOfficer has issued a “Stop Notice”.The goods have been so discolored and heavilysaturated by rain that they are unsaleable.Unit TenComplaints and AdjustmentsAccepti

16、ng claim- Im terribly sorry for this. My home office has instructed me to do my best to remedy it.- We regret for the loss you have suffered and will agree to compensate you by $10,000.Unit TenComplaints and Adjustments- Im sorry for the quality problem. I propose we compensate you for the 3% of the

17、 total value apart from the re-inspection fee.Unit TenComplaints and Adjustments- Giving proposalsMay I suggest you sell te goods in your market and reduce the price by 30%?The wrong pieces may be returned by next available steamer for our account, but its preferable if you candispose of them in you

18、r market because the woolen sweaters are of good quality.Unit TenComplaints and Adjustments- Rejecting claimSince you bought the goods on FOB, we cannotentertain your claim for the losses incurred intransit. We propose you approach the shippingcompany or the insurance company forcompensation.Unit TenComplaints and AdjustmentsWe dont think we are liable for the damage as it has occurred on route. Your claim should be ref