Section 20 投訴索賠Complaints and Claims

1、Section 20 投訴索賠投訴索賠Complaints and Claims I. 要點概述要點概述Main Points 1. What is a complaint?1. What is a complaint? In international trade, a complaint is usually the written expression of some dissatisfaction concerning the quality of the products, the package, the shipment, the delivery and services, e

2、tc. A complaint is actually an indication that questions should be asked concerning a certain way of being or doing things. You make a complaint when you are not happy and satisfied with the standards of goods and service you have received from your business partners or other organizations. 2. How t

3、o file a claim? Your complaint is an expression of concern or dissatisfaction against other company. If you are to file a claim you have to contact someone in authority at the company or business in question, for example, the owner, the president, or the consumer complaint department to resolve the

4、complaint. When you contact the company for the purpose of getting resolution by you talking or writing the person in charge at the company you should be very courteous and remain calm. Try to explain the problem by providing dates, the amounts paid, important documents, and presenting as many facts

5、 as possible. Then explain what type of remedy you are seeking and state whether you are willing to negotiate. Meanwhile, remember that in many disputes, neither side is totally correct.3. What tactics can be adopted in making a complaint? When making a complaint you need to complain in factual term

6、s as it relates to their responsibility rather than emotional consequences. You have to make clear copies of all the documents including receipts of a transaction, a bill or communications and something like that. Store the original documents in a safe place. Clarify the problem in factual terms and

7、 write down specific problems and details to serve as proof and then find out how the company usually handles complaints or disputes. Write a letter, send an email message, make a phone call or visit the company. Address your complaint to the person in charge. Remain calm yet firm, and tell the comp

8、any what you want them to do to adjust things. Failing to resolve the problem on your own, you can seek the services of a mediator to help resolve issues between you two, but the mediator has no legal power to enforce the final decision. If you still find it hard to settle the matter you can seek le

9、gal consultation. Your lawyer can tell you whether you have a case or not and what your chances of winning are if taking a legal action. The lawyer can help you decide whether to proceed with representation and inform you of alternative methods of solving the problem. II. 商界名言商界名言 Business Sayings 1

10、. Fault-finding is the easiest. 最容易之事，莫過于找茬。 2. He who has a mind to beat his dog will easily find his stick. 欲加之罪，何患無辭。 3. You have a bone to pick with almost everyone. 無論是誰，你都找茬。 4. Children and fools tell the truth. 小孩和傻瓜，才會講實話。 5. The end justifies the means. 只要目的正當，便可不擇手段。 6. Respect yourself,

11、or no one will respect you. 要人尊重，先要自重。 III. 核心詞語核心詞語Core Words and Phrases (omitted) 要求課前背誦重要術(shù)語要求課前背誦重要術(shù)語 IV. 經(jīng)典句式經(jīng)典句式Typical Sentences (omitted) 要求首先思考如何翻譯？有多少不同的路要求首先思考如何翻譯？有多少不同的路徑？變換詞性、主語、從句會產(chǎn)生什么不徑？變換詞性、主語、從句會產(chǎn)生什么不同的效果？同的效果？V. 段落寫譯段落寫譯 Paragraph Writing and Translating 1. 考慮到你們向廠方提出索賠較為困難，我們愿意接受

12、你方提出的友好解決方案，即再給我方5%的折扣，以擺平此事重開業(yè)務。 1. 考慮到你們向廠方提出索賠較為困難，我們愿意接受你方提出的友好解決方案，即再給我方5%的折扣，以擺平此事重開業(yè)務。 In consideration of your difficulty in lodging a claim against the manufactures, we are prepared to accept your proposal to straighten out the matter in an amicable way by paying us a rebate of 5% so as to

13、start with a clean slate. 2. 經(jīng)過仔細檢驗，我們發(fā)現(xiàn)這些貨物不合我方訂貨質(zhì)量要求，頗為失望。所用材料與你們寄送的樣品質(zhì)量相距甚遠，其中一些質(zhì)量如此低劣，讓人感覺訂購的時候有沒有搞錯。 2. 經(jīng)過仔細檢驗，我們發(fā)現(xiàn)這些貨物不合我方訂貨質(zhì)量要求，頗為失望。所用材料與你們寄送的樣品質(zhì)量相距甚遠，其中一些質(zhì)量如此低劣，讓人感覺訂購的時候有沒有搞錯。 Having examined the commodities carefully and, to our great disappointment, we find that they were not of the qual

14、ity we ordered. The materials used did not match the samples you sent us. The quality of some of them was so poor that we felt that a mistake had been made in making up the order. 3. 我們已經(jīng)一再提出，干這一行迅速交貨實屬必要。如果再發(fā)生這樣的延誤，我們只好另尋貨源。事實上，您使我們失望已不是第一次了。 3. 我們已經(jīng)一再提出，干這一行迅速交貨實屬必要。如果再發(fā)生這樣的延誤，我們只好另尋貨源。事實上，您使我們失望已

15、不是第一次了。 Prompt delivery is essential in this trade as we have pointed out time and time again. We shall have to find another source of supply if such a delay is repeated. As a mater of fact, this is not the first time that you have let us down. 4. 很高興得知，貴方答應在接到我方投訴后將在三個工作日之內(nèi)發(fā)出確認信函，并由董事會提名的官員負責調(diào)查投訴，他

16、將在15個工作日（公休日除外）內(nèi)予以回復。 4. 很高興得知，貴方答應在接到我方投訴后將在三個工作日之內(nèi)發(fā)出確認信函，并由董事會提名的官員負責調(diào)查投訴，他將在15個工作日（公休日除外）內(nèi)予以回復。 We are happy to know that you promise to send us an acknowledgement letter within three working days once you have received our complaint and have it investigated by a nominated officer in the director

17、ate concerned and the officer will then reply to our complaint within 15 working days (not including public holidays). 5. 我們發(fā)現(xiàn)貴公司運來的貨物編號為GD39，而非我方訂購的GD36。原以為是打字員搞錯了，但開箱檢驗后發(fā)現(xiàn)發(fā)來的貨物確實不是我方所訂購的，因此有請貴公司早日換貨。 5. 我們發(fā)現(xiàn)貴公司運來的貨物編號為GD39，而非我方訂購的GD36。原以為是打字員搞錯了，但開箱檢驗后發(fā)現(xiàn)發(fā)來的貨物確實不是我方所訂購的，因此有請貴公司早日換貨。 We find that yo

18、u have sent us an article marked GD39 instead of the GD36 we ordered; we take it that this was due to a typists error, but after opening the box we found that the articles sent were not of the type we ordered, we therefore have tot ask for replacement by the correct number as soon as possible.VI. 討論

19、評估討論評估 Discussion and Assessment關(guān)于外語教學法的優(yōu)劣問題一直爭論不休，就商務英語寫作而言，語法翻譯法與交際教學法并不是矛盾對立的、而是相輔相成，在商務英語寫作教學中應當努力追求兩者的完美結(jié)合，翻譯往往是實現(xiàn)寫作目的的有效手段，也是檢驗寫作質(zhì)量的重要標準。下面首先討論翻譯方法的重要意義和運用方法，然后分析如何加強商務寫作中的時態(tài)意識？1）討論： 有的學生在拿到一份要他翻譯的外貿(mào)信函時老實承認，知道大概的意思，但是即便查考詞典也難于譯成令自己滿意的中文。究其因，當今交際教學法風行一時，有人完全忽視了翻譯教學法的精神。事實上，諸如此類的教法之爭并沒有多少實際意義，任何

20、教法都有其合理的成分和存在的理由，一個老師也不可能在某一堂課嘗試所有哪怕是很先進的方式，主導的方法就在于這種方法的獨特性和不可替代性。翻譯行為中的規(guī)范因社會文化不同而大相徑庭（Baker 1993）。在翻譯過程中，由于母語影響的客觀存在，語碼轉(zhuǎn)換的偏差和錯誤是正常的。由于目的任務的不同導致學習者語言表現(xiàn)形式產(chǎn)生差異的原因在于他是更注重形式還是意義。 在實際表演訓練中有無他人，比如熟人或陌生人在場可對任務完成有不同程度的影響。在實際教學實踐中，受年齡性別及生長環(huán)境等多種因素的影響，其言語水平會受到不同程度的影響，比如，有的人可能表現(xiàn)主動，有的人可能表現(xiàn)被動，有的人流利地將事先準備好的要點重新整合

21、，快速流利地說出來，而有的人會不由自主地重復某一單詞，而后，自顧按自己的思路說下去。對于學生冥思苦想也表達不出來的詞語，教師和其他同學可以及時地予以提示和補充。2）時態(tài)選擇要合乎邏輯： 從你處買來的機器又壞了，雖然現(xiàn)在還處于三年保修期內(nèi)，但本公司實在不愿等候維修，而是希望貴公司能換臺新的好的。我們正是因相信貴公司的產(chǎn)品和服務質(zhì)量，才購置這臺機器的，該機器一再出現(xiàn)故障，妨礙正常運作，我方將無法承受。 這是關(guān)于產(chǎn)品質(zhì)量的抱怨。對于漢語原文中隱含的動作、行為以及事件之間在時間上的關(guān)系，根據(jù)原文寫作或翻譯時需要借助于動詞的變化來體現(xiàn)，因而必須考慮選擇正確的時態(tài)以保證寫作的句子合乎邏輯。隱含的意思是，本

22、來因為“相信對方產(chǎn)品和服務”，并且“已經(jīng)”購買了對方的機器；“現(xiàn)在”機器反復出現(xiàn)故障，“我方”“打算”換貨，“將來”不能容忍故障。這樣看來，一系列動作的先后順序一目了然，相應的完成時、過去時、將來時等就不難選取了。應用寫作不同于文學寫作的重要一點，就是要求譯者按“功能優(yōu)先”的原則對原文進行必要調(diào)整，盡量采用we用作主語以強調(diào)“我方”立場。 筆者試譯： The machine we purchased from you has broken down again. Although free service is included on a three-year warranty, we do

23、not want the machine serviced again. Instead, please replace it with a new one of better quality. We bought this machine primarily because we were confident of the quality of your products and services, but we can no longer afford the interruptions caused by repeated breakdowns.VII. 應用寫作應用寫作 Applied

24、 Writing A. Write a letter to make a complaint about either the quality of a certain product or service received a) contact the person in charge; b) explain the problem in factual terms; c) provide dates, the amounts paid, documents, and presenting as many facts as possible; d) offer possible method

25、s of solving the problem.B. Sample writing 1. Notice of Rejection of Goods 1. Notice of Rejection of Goods To: _ (Supplier)We are in receipt of merchandise shipped to us pursuant to your invoice or order number 28, dated June 6, 2009. Certain goods as listed on the attached sheet are defective for t

26、he following reasons: DescribeAccordingly, we reject said defective goods, demand credit or adjustment and intend to re-ship said goods to you at your expense.Please confirm credit issue and issue instructions for return of defective goods.Very truly,Gloria2. Request for Replacement of Damaged Merch

27、andiseDearThree of the (quantity and product) that we received from you on (date) pursuant to our purchase order No. 258, were either broken or chipped upon delivery.We would appreciate it if you would arrange for the replacement of the damaged items and advise us how you wish to handle the return o

28、f the broken merchandise. Best regards, Rudolf What are the main reasons for people to complain about the products ordered or bought? How to write a letter to complain about the delivery, the quality, or the package of a certain product? How to deal with relevant claims? 1 In the same way that thank

29、ing a customer for their first order and subsequent large ones can help to establish and build relations. 2 Open by thanking the customer for their custom, which focuses their attention and puts them in a positive frame of mind towards you. 3 Remind them what has happened over the past year or so-in

30、 essence, what you have done and achieved for them. Perhaps low prices have been sustained or the range of goods available has been increased. 4 Say what is going to happen over the coming year. Encourage them to keep trading by telling them about your exciting plans for new services, and so forth. 5 Round off the