1、Unit 12 Complaints and claims,Introduction,What is complaint? A statement that a situation is unsatisfactory or unacceptable or that someone has done sth wrong. What is claim? An application for compensation under the terms of an insurance policy.,In business activities, no matter how perfect an org
2、anization may be, Complaints from the customers are certain to arise.,Handle complaints or claims in accordance with the principle of “on the first grounds, to our advantage and with restraint”,Introduction,Vt. Claim US $10,000 (from sb) Vi. Claim on sb.向某人提出索赔 Claim for sth.索赔的原因 Poor packing 劣质包装
3、Shot shipment 短装 Inferior quality 质次 Damage 货物受损 Breakage 破损,N. Lodge /file/register/raise/make a claim 向某人提出索赔 Claim with/against sb Claim on sth Claim / for account of Accept/settle/entertain 受理,Notes:,claim n. 索款lodgefileraise register v. 索赔 claim US $10,000 on the goods from the underwriters for
4、 improper packing.,a claim,for + 原因 for + 金额 on + 货物 against + 对象(指人),Question: Under what conditions should customers make a complaint or a claim against the supplier?,. Types of complaints,1. genuine complaint the wrong goods may have been sent the quality may not be satisfatory the goods may have
5、 been delivered damaged or late the price charged may have excessive, or not as agreed,2. falsified complaintsno longer want the goodsfind they can get the goods cheaper elsewhere,Outlines of making a complaint,Begin by regretting the need to complain Mention the date of order, the date of delivery
6、and the goods complained about State reasons for being dissatisfied and ask for an explanation Refer to the inconvenience caused Suggest how the matter should be put right,. Tips to Write a Good Complaint,Write a relevant opening that is as positive as it can reasonably be under the circumstances, o
7、ne that avoids an angry or arrogant tone. State our case as we see it, and as we would like our reader to see it. Describe the detailed situation that has necessitated our communication, that is, the reasons why demand is needed.,Make the demand itself. State it clearly, specifically and completely.
8、 Write a totally positive closing, one that tactfully expresses our confidence that the demand will be met.,How to write a letter about claims?,Acknowledge receipt of the goods Details of complaints Reasons for being dissatisfied Proof and relative documents Suggestion for settlement, such as Reques
9、t for replacement Compensate delivery,我们已经向保险商提出索赔560英镑(n.) 由于包装不良，买方对此批货物提出索赔(n.) 我们向船运公司提出索赔，以补偿损失(vi.) 由于短装，我方提出索赔2050美元(vt.) 对这批货由于质次我方不得不向你方索赔400英镑(vt.),我们已经向保险商提出索赔560英镑(n.) We have already lodged a claim against the underwriters for 560 pounds. 由于包装不良，买方对此批货物提出索赔(n.) Buyers have lodged a claim on the shipment for improper packing. 我们向船运公司提出索赔，以补偿损失(vi.) We claimed on the shipping company for the recovery of the loss,由于短装，我方提出索赔2050美元(vt.) We claim US 2050 for short shipment 对这批货由于质次我方不得不向你方索赔400英镑(vt.) We have to claim 400 pounds from you on this shipment for inferior quality.,
