Chapter-7-Adjustment-to-Claim-Letters商務(wù)英語寫作

2023/9/29Chapter7AdjustmenttoClaimLetters2023/9/29Warm-UpExercises:在已給出的單詞中選擇恰當(dāng)?shù)膯卧~填空(1)Wehavebeentransacted____JohnSmith&Co.formorethan30years.(2)Weshouldbepleasedtofinalizethefirsttransactionwithyoubutyoushouldhelpus____bringingdownyourprice.(3)Theinferiorqualityofyourshipmentcausesustolodgethe_____.(4)Asthereisnodirectsailing___yourport,theshipmenthastobedelayeduntilnextmonth.settlement,claim,claim,refer,with,to,to,to,alternative,compensation,bybywithclaimto(5)Wecannotbeartheresponsibilityforlatedeliveryandyoushouldsubmityour_____totheshippingcompany.(6)OurcustomerspreferArt,No.468____Art,No.469astheformerissellingquicklyhere.(7)Amicable_______ofadisputeispreferabletoalawsuit.(8)Wehaveno________buttoaskfor_________tocoverourloss.settlement,claim,claim,refer,with,to,to,to,alternative,compensation,byclaimtoalternativecompensationsettlement1.Discussion:Workingroupoffour.Choosethe

fivebestsuggestionsfromthefollowingadvicelists.

DealingwithcustomercomplaintsShowthecustomeryouarelisteningbycheckingthatyouunderstand.Allowthecustomertoshowtheiremotionsiftheyareupsetorangry.Makesureyougetfulldetailsoftheproblem.Summarizeandmakesurethatthecustomerunderstandwhatyouhavesaid.Donotenduparguingwiththecustomer.Concentrateonthesituationnotthepersonalities.Trytofindoutwhatresultthecustomerwants.Tellthecustomerwhatyoucanandcannotdo.2023/9/292023/9/29Isacomplaintalwaysabadthing?2023/9/29Dealingwithacomplaint多數(shù)供貨商都愿意了解顧客投訴的原因，以便進(jìn)行相應(yīng)的調(diào)查、解釋，并糾正錯(cuò)誤。這種積極的做法有助于維持良好的商業(yè)關(guān)系，避免失去客戶。另一方面，顧客的投訴也可以幫助供貨商發(fā)現(xiàn)自己在產(chǎn)品或服務(wù)尚有待改進(jìn)之處。2023/9/292.TipstofollowItisappropriatetoassumethatcustomersareright.Makeapromptreply.Iftheissueisunderinvestigationandyoucannotgiveacompleteansweratonce,youshouldensurethemthattheywillhaveonesoon.Befirmbutpolitetounreasonablecomplaints.Avoidoffendingtheotherparty.Ifyouareatfault,youshouldapologizeandadmitthefault.Statewhatmeasureshavebeentakenorwillbetakentosolvetheproblem.2023/9/293.PatternsandSubstitutions1.Wehavereceivedyourletterof2ndApril,andverymuchregretthedelayindeliveringthegoods.我們已收到你方4月2日來信，對(duì)于延遲交貨深感抱歉。2023/9/29PatternsandSubstitutions2.ThankyouforyourletterofOctober25,whichhasgivenustheopportunitytorectifyamostunfortunatemistake.感謝貴方10月25日的來信，它使得我方有機(jī)會(huì)改正一個(gè)非常令人遺憾的錯(cuò)誤。2023/9/29PatternsandSubstitutions3.Wehavearrangedfortherightgoodstobedispatchedtoyouatonceandshallbeobligedifyouwillsendbackthewrongcases.我們已經(jīng)安排盡快將正確的貨物發(fā)送給你公司，如蒙寄還發(fā)錯(cuò)的幾箱，將不勝感激。2023/9/29obligetomakeindebtedorgrateful使感謝或感激Iamobligedtoyouforyourhospitality.我很感謝你的款待。2023/9/29PatternsandSubstitutions4.WearearrangingMr.Chengtocallonyoulaterthisweektocomparethematerialssuppliedwiththesamplesbasedonwhichyouorderedthem.

我們將安排程先生本周晚些時(shí)候拜訪你們，以便把所提供給你方的布料和你方據(jù)以訂貨的樣品相比較。2023/9/295.Duetoanoversight….

由于疏忽……It’sunfortunatethat….

非常遺憾……2023/9/29PatternsandSubstitutions6.OurcheckforUSD3,000hasbeenairmailedtoyoutodayinsettlementofyourclaimforashortweightof500lbs.今已航空郵寄出3000美元支票一張，以支付你方對(duì)短重500磅的索賠。2023/9/29PatternsandSubstitutions7.Ireallymustapologizefortheinconveniencewhichhasbeencausedinthismatter.對(duì)于此事給貴方造成諸多不便，本人深表歉意。2023/9/298.Havingcheckedwithoursuppliers,itisclearthattheymistakenlysentusaconsignmentoffaultydisks.Apparently,thedamagewascausedduringtheproductionprocess,andthesuppliersarecurrentlyrecallingallofbatch(一批)761b.我們向本公司的供應(yīng)商做了核實(shí)，確認(rèn)他們將一批次品光碟錯(cuò)發(fā)給本公司。顯然，質(zhì)量問題是在生產(chǎn)過程中產(chǎn)生的，供應(yīng)商目前正在全數(shù)召回這批批號(hào)為761b的產(chǎn)品。2023/9/299.Thankyouonceagainfortakingthetimetowritetous.再次感謝貴方的來函。2023/9/294.AcceptingcomplaintBegindirectlywiththegoodnewsandidentifytheletterthatyouareanswering;Recalltheproblemandexplainthereason;Expressyourregretfortheinconveniencecausedandthelossesincurred;Statetheactionstobetakentomeetthecase;Endwithafriendlyandpositivecomment.2023/9/294.RejectingcomplaintBeginwithwordsthatindicateresponsetotherequestandareneutralastotheanswer,andsetupthestrategy;Presentyourjustificationorexplanation,usingpositivelanguageandyou-viewpoint;Refusepostitively;Endwithadapted,goodwillcomment.2023/9/29SampleanalysisP99-100misfilevt歸錯(cuò)文檔Wehadmisfiledyourorderandanotherthatwasdifferentfromyourswithonlyoneletter.mis-pref.表示“錯(cuò),錯(cuò)誤的,壞”mistake,misdoing,misconduct,misbehavior,misfill,mismatch,misuseprovideyoua3%discounton….allowyoua3%discountgiveyoua3%discountgiveyouanintroductorypriceOurnewpricesare20%off.我給你打個(gè)九折！我們的價(jià)格漲了10%。我們的價(jià)格漲到50元了。Iwillgiveyoua10%discount.Ourpricehasrisenby10%.Ourpricehasrisento50Yuan.Itisourcommon/usual/regularpracticeto…我們的一貫做法就是讓客戶支付郵資。Itisourregularpracticetoletcustomerspayforpostage.你們的這些條件不符合國際慣例。Yourtermsdon’tagreewithinternationalpractice.warrantyn.保修期，保證

awrittenpromisethatsomeproductorservicewillbeprovidedorwillmeetcertainspecifications.

為期12個(gè)月的保修單atwelve-month

warranty這套設(shè)備仍在保修期內(nèi)。Theequipmentisstillunder

warranty.distributor經(jīng)銷商/分銷商apersonorbusinessthatsuppliesgoodsproducedbyothercompaniestoshops/storesordirectlytothepublic軟件分銷公司獨(dú)家經(jīng)銷商石油產(chǎn)品分銷商software

distributorsole/exclusive

distributordistributor

ofpetroleumproductsTheSupplyChainCompanyLogoSupplier/Vendor(ofmaterialsandparts)Producer(suppliesfinishedgoods)Distributors（wholesalers/retailers)Customers(consumers/businesses)2023/9/29Letterrefusingarequestforcredit（拒絕賒購請(qǐng)求的信函）DearMissWardleWeweregladyoua_________uswithaviewtoplacinganorder,andtolearnofthegoodstartofyournewbusiness.Thequestionofgrantingc_____foranewlyestablishedbusinessesisneveraneasyone.Manyownersgetintodifficultiesbecausetheyovercommitthemselvesbeforetheyareth________established.Althoughwebelievethatyourownbusinessp______verywell,wefeelitwouldbebetterforyoutomakeyourpurchasesonac____

basisatpresent.pproachedreditoroughlyromisesash2023/9/29LetterrefusingarequestforcreditIfyouarewillingtodothiswewilla_____youaspecialcashdiscountof4%inadditiontoourusualtradet_____.Wehopethatwecanenterintobusinesswithyouontermsthatwillbringl_____satisfactiontousboth.Whenyourbusinessisfirmlye__________wewillbehappytowelcomeyouasoneofourcreditcustomers.Yourssincerelyllowermsstablishedasting2023/9/29Exercises:讀以下對(duì)于訂貨未送達(dá)的投訴函，然后寫一封回復(fù)函。DearSirsOn25SeptemberweplacedourorderNo.RT56forprintedheadednotepaper(信紙).Youacknowledgedtheorderon30September.Asthatissome3weeksagoandwehavenotreceivedadviceofdelivery.Wearewonderingwhethertheorderhasbeenoverlooked.Thedelayindeliveryiscausingconsiderableinconvenience.Wemustaskyoutocompletetheorderimmediately,otherwiseweshallhavenooptionbuttocancelitandobtainthestationeryelsewhere.Yoursfaithfully信的開頭已經(jīng)寫好，請(qǐng)往下寫五句話完成這封回復(fù)函。DearMrSargeantThankyouforyourletterof18October.Iquiteunderstandyourannoyanceatnotyethavingreceivedthestationeryorderedon25September.____________________________________________________________________________________________________________________________________________________Yourssincerely2023/9/292023/9/29AreplyforyourreferenceDearMrSargeantThankyouforyourletterof18October.Iquiteunderstandyourannoyanceatnotyethavingreceived