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1、BUSINESSWRITING商务英语写作2021/7/291Chapter7RoutineClaimsandAdjustment日常投诉与理赔2021/7/292IntroductionIdealcaseInanidealbusinesstransaction,everythingisdoneandcheckedcarefullywithdetailsofordersandoffers,thequalityofthegoodssupervised,anddeliveringofthegoodspromptandaccurate.
2、Nomistakeismadeandnothingiswrong.2021/7/293ProblematicCaseHowever,errorsdosometimesoccur.Customerssometimesreceivethegoodsofinferiorqualityorwrongones.Theymayreceiveseasonalorderstoolatetobeusefulorprofitable.Ortheymayfindthegoodsdamaged,missingorshort.Undersuchcondit
3、ionsandmanyothers,customersmaymakeacomplaintorfileaclaimagainstthesupplier.2021/7/294Claims:goodorbadnews?Generally,complaintsandclaimssituationsarebad-newssituations.Whenthenewsisbad,aletterintheindirectorderisusuallyappropriate.Butclaimletterscanbedividedintotwogrou
4、ps:routineclaimsandpersuasiveclaims.(possiblybecauseofguarantees,warranties,orothercontractualconditions)routinepersuasive2021/7/295Assumethatarequestwillbegrantedquicklyandwillingly,sosuchlettersaremosteffectiveinthedirectorder,formostbusinesspeoplewanttopleasetheirc
5、ustomers.Whencustomersaren’tpleased,businesseswanttoknowaboutitandtomakenecessaryadjustment.Anyhow,makingcomplaintsandclaimsisnotapleasantbusinessandneedstobewellplannedanddocumented.Howcanyourcomplaintsandclaimsreceivebestadjustmentyoudesired?2021/7/296Guidelines:Beg
6、indirectly.Tellwhatiswrong.Identifythesituation(invoicenumber,productinformation,etc.)inthetext.Describethestoryinaclearandorganizedway.Presentenoughfactstopermitadecision.Namespecificactionstocorrecttheproblemandpolitelymentionstrongtermsifyoufailtogetasatisfactoryre
7、ply.Endpositively,friendlybutfirm.2021/7/2972021/7/298RulesforWritingComplaintsandClaims1.Complainorclaimimmediately.2.Addressthereaderpolitely.3.Explaintheproblemclearlybyprovidingspecificdetails.4.Makeaspecificrequest.LetterAClaimontheWrongComponentDearMr.Phillips:W
8、ouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor.OnJune14,wepurchasedtheofficecommunic
