商务英语写作 第12次课

Lecture12Review:ComplaintsandClaimsPatternsandSubstitutions1.Wefoundalltheproductswerewetted.我们发现所有货物都已受潮。PatternsandSubstitutions2.WereceivedyourXCRcopymachinesbutfoundoneofthemwasdamagedbecauseofimproperpacking.我们已收到你方寄来的XCR复印机,但是发现其中一台由于包装不当而出现损坏。PatternsandSubstitutions3.货物没有达到标准.Theproductsarenotuptothestandard.PatternsandSubstitutions4.我们很抱歉未能按时将货物送到.Wearesorryfornotdeliveringtheproductsontime.PatternsandSubstitutions5.请尽快对此事进行调查,立即告知延迟的原因.Wouldyoupleaselookintothismatterrightawayandletusknowthereasonsforthedelay.PatternsandSubstitutions6.Ourcompanyprideitselfforthequalityofproductsaswellasthequalityofservice.我公司注重产品质量的同时注重提供优质服务。PatternsandSubstitutions7.Wearerequestingcompensationforbusinessloss.我们要求贵公司赔偿经济损失。PatternsandSubstitutions8.Weraisedaclaimagainsttheinsurancecompanyfor$3,100fordamageintransit.因货物运输中受损，我们向保险公司提出要求赔偿3,100美元PatternsandSubstitutions9.我公司今天已航空邮寄出一张3000美元的支票，以支付你方对短重500磅的索赔。WeairmailedacheckforUSD3,000toyoutodayinsettlementofyourclaimforshort-weightof500lbs.PatternsandSubstitutions10.鉴于并非因为我们的过失而造成这项损失，我公司拒绝承认责任。Sincethedamageisnotaresultofournegligence,wecannotacceptanyliability.Practicalwriting您从MontereyPotteryWorks订购了三个花瓶，其中一个在运送过程中损坏。致函要求更换一个相同的花瓶，如果没有货则要求退还三个花瓶的款项，并且问清楚如何将您手上的另外两个花瓶退回。(写这封信时，注意指出对方包装不妥。)SampleversionDearSir:IreceiveddeliveryofthreevasesonJune3.However,oneofthemwasbrokenduringshipment.Therefore,Iwouldlikeyoutosendmeamatchingreplacementatnocharge,orifthisisnotpossible,arefundforallthreevases.Inthecaseofarefund,Sampleversionpage2wouldyoupleaseletmeknowwhatIshoulddowiththeremainingtwovasesinmypossession?Incidentally,thevaseswerenotcarefullypacked,whichisprobablythereasonforthedamage.Wouldyoupleasepaymoreattentiontopackingnextshipment?Sincerely,Unit3Creativeandpersuasivedocuments创意性与劝说性文书GoodwillMessages传递善意邮件Rulesforwritinggoodwillmassages:Avoidusingcomplicatedwording,youmaychoosetousepatternswhichvividandeasytounderstand;Useaninformalformat;Emphasesongoodnewsandtrytolowerdowntheimpactsofnegativeinformation.Congratulations祝贺信Sendinglettersofcongratulationprovidesaverygoodwayforbusinessmentobuildgoodwill,fortheyarealwayspositive.Howdelightedyouwouldbeifyoureceivedaletterofcongratulation!StepsforCongratulations1.Beginwiththereasonforwriting.Youshouldpresentthecongratulationsthefirstpartoftheletter.2.Tellhowyoulearnaboutthegoodnewsandmakethereaderfeelcertainthatheorshedeservesthepraise.3.Endtheletterbyusinganencouragingandconversationaltone.Notice:Lettersofcongratulationareusuallybriefandprompt.Besuretosendtheletterwithinafewdaysaftertheevent;otherwise,allyoureffortswillbefruitless.Commonlyusedopenings:Congratulations!Congratulationson…CongratulationsonyourexcellentperformanceduringourrecentHarvestSale.Congratulationsonyourpromotion!Congratulationsonyournewbaby!Iamdelightedtohear…SampleE-mailsDearSherryandPaul,CongratulationsonyourexcellentperformanceduringourrecentHarvestSale.Althoughthecrowdswerelargeandthedayswerelongandhot,yourexpertiseandendlesspatiencecontributedtoaprofitable,safeandservice-orientedsalesseason.Infact,wehadhighersalesandfewercustomercomplaintsthanlastyear,andnoreportedaccidents.SampleE-mailPage2Bothofyouaretobecommendedfortheextraeffortyouputforthandtheconsistencywithwhichyougraciouslyservedourcustomers.WesincerelybelievethatyourcommitmentmakesEFTCanoutstandingstore.Thanksforbeingsuchanimportantpartoftheteam;wetrulyappreciateyourexcellentwork.Sincerely,SampleE-mailsDearMr.Kara:Ihavelearnedwithgreatdelightthatyouareestablishingyourownadvertisingcompanyandstartingbusinesstoday.I’dliketoaddmyvoicetothechorusofcongratulationfromallsides.Duetoyourbrilliantbackgroundandrichexperience,youwillgreatlysucceedinthenearfuture.SampleE-mailPage2Shouldtherebeanywayinwhichwecanbeofassistance,pleasedonothesitatetoletmeknow.Iwishyousuccessofyourcompanyandlookforwardtoclosecooperationwithyouinthedevelopmentofbusiness.Yourssincerely,Thank-youletters感谢信StepsforwritingThank-youletters1.Beginwithastatementofthanks.(Statethegeneralappreciationforwhatthereaderhasdoneforyou.)2.Bespecificaboutwhatisappreciated,whichreflectsasincerefeelingofgratitude.3.Endwithapositiveandgenuinestatement.LanguagesinuseGeneralappreciationItwasverykindofyoutodo…Weweredeeplyimpressedby…Pleaseacceptmysincereappreciationfor…Thankyoufor…Thankyouverymuchfor…LanguagesinuseAsincerepersonalcommentItwasparticularlyhelpfulforustolearn…IhopeonedayIcanhavetheopportunityto…Isincerelytrustanopportunitywillpresentitselftomeetyouatlatertime…Ienjoyedtheshortstayatyourhomewhichisbothdelightfulandmemorable.LanguagesinusePositiveandgenuineendingYoushouldbeveryproudofyour…Iamlookingforwardtotheopportunitytoworkwithyou…Wishyoueverysuccess.Let’sworktogetherforourevengreatersuccess.Thankyoubothforyourhospitalityandkindness.SampleE-mailDearMs.Lee,Thankyousomuchfortheverybeautifulscarf.Itisverykindandgenerousofyoutohavegivenittome.IhopeyouhaveawonderfultimewhileyouarevisitingusontheMeredithcampus.Sincerely,BarbaraMcKayApology致歉信函Rulesforwritingletters