剑桥商务英语Unit-11-Complaints-and-Claims

商务英语作者：阮绩智责任编辑：张琛出版日期：2011年12月IDPN:308-2011-58课件章数：124Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.LearningObjectivesUnderstandhowtomakeeffectivecomplaintsandclaims;Handlecomplaintsandclaims;Writelettersforcomplaintsandadjustments.4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.Nodiscord,noconcordAChineseProverb4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.SpeakingTaskStartingUp1ListeningTask23ReadingTask5WritingTaskFollow-upPractice64543216Contents4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.IntroductoryRemarkInbusiness,ifthebuyercanprovethatitistheseller's___________forthelossofthegoods,hecanmakea_______.Thesellerisobligatedto____________thebuyer.Generallyspeaking,claimsarisebecausethewronggoodsmayhavebeen__________;thequalitymayhavebeenfound____________;the__________mayhavebeenfounddamaged,short,missing,late;thepriceschargedmaybeexcessiveornotasagreed.Thereisalsoanotherkindofclaim.Itismadeby_______whofind_____withthegoodsasan______toescapefromthecontract,eitherbecausetheynolongerwantthegoodsorbecausethattheycangetthem_______elsewhere.Ifaclaimhastobe______bythebuyer,themattershouldbe__________indetailandthesedetailsshouldbelaidbeforethepartycharged.Wemust______claimswiththeprincipleofonthefirstgrounds,toouradvantageandwithrestraintandsettlethem________tothesatisfactionofall_______concerned.responsibilityclaimcompensatedeliveredunsatisfactoryshipmentbuyersfaultexcusecheaperinvestigatedhandleamicablypartiesmade11.1StartingUp11.1.1Workwithyourpartnertodiscussasmanycausesasyoucanforcustomercomplaintsandclaimsandputtheminthefollowingweb.inferiorqualityInadequatepackingNon-deliveryorpart-deliveryWrongdeliveryDelayeddeliveryShortageofthegoodsDiscrepanciesinspecificationDamagetothegoodsCommonCausesforComplaints&Claims4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.11.1.2Whenyoupurchaseaproductthatisdefectiveordoesn’tperformproperly,howdoyoulodgeacomplaintthatwillgetresults?Discusswithyourpartnertoworkoutasmanytipsasyoucanforeffectivecomplaints.Forexample:TipsforEffectiveComplaints1.Beprepared.Keepingsupportingdocuments,suchassalesreceipts,contracts,manualsandwarrantyinformation,isveryimportant.2.Actquickly.Somecompaniesmaylimittheirresponsibilityforrespondingtocomplaintstoacertaintimeperiod.3.Talktotherightpeople,intherightorder.4.Bepolite.You'llgetbetter,andmaybequicker,resultsifyouexplaintheproblemandaskforaresolutionwithoutresortingtoangerorthreats.5.Bepreparedtonegotiaterealistically.6.Keepgoodrecords.Notethenamesofpeopleyoutalkto,aswellasthedates,timesandoutcomesoftheconversations.7.It'softenbesttoexplaintheprobleminwriting.8.Alwayskeepacopyofeachletteryouwriteforyourownfiles.4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.1)Whichdoyouthinkarethemosteffectivecomplainttipsyouhaveworkedoutabove?Why?2)Doyouhaveanyexperienceofmakingacomplaintaboutthegoodsyoubought?Howwasitsettled?Wereyousatisfiedwiththesettlement?3)Whichmeansdoyouthinkisefficientinhandlingcustomercomplaints:facetoface,byphonecall,throughemails,faxesorletters?Why?4)Whatdoyouthinkisthebestwayofachievingcustomersatisfaction?11.1.3Discussthefollowingquestionsinpairsorsmallgroups.4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.Documentsgenerallyrequiredformakingaclaimagainstaninsurancecompanyorshippingcompany1.SurveyReport(检验报告)2.CertificateofInspection(检验证书)3.Mate’sReceipt(大副收据)4.Invoice(发票)5.InsurancePolicy(保险单)6.WeightCertificate(重量证明)7.MarineProtect(海难证明书)8.PackingList(装箱单)9.ShortlandedCertificate(短卸证明书)10.DamageReport(破损证明)11.WeightNote(磅码单)12.Tally-List(理货单)4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.Inthispartyouwilllistentoadialogueandtwopassagesaboutcomplaintsandclaims.Trytofinishtheexerciseswhilelistening.Areyouready?11.2ListeningTask4Copyright©2002byTheMcGraw-HillCompanies,Inc.Allrightsreserved.11.2.1Listentothepassageandanswerthefollowingquestions.1)Whatmustthebuyerdoifheisgoingtomakeaclaim?Answer:____________________________________________________________________2)Whatareusedasevidencewhenmakingaclaim?Answer:_____________________________________________________________________3)Whatisthesellerobligatedtodoifthebuyerindeedcanprovewhathehasclaimed?Answer:____________________________________________________________________4)Whendoestheconflictappearbetweenthebuyerandtheseller?Answer:_____________________________________________________________________5)WhatwouldthesellerdowhenhewasnegligentinsupplyingtheproperquantityatatimewhenhewasstillresponsiblefortheconsignmentduringshippingonaCIFbasis?Answer:____________________________________________________________________Thebuyermustprovethatitistheseller’sresponsibilityforthedamageorlossofthegoods.TheinspectioncertificateandB/L(提货单).Thesellerisobligatedtocompensatethebuyer.Theconflictappearswhenthegoodsarefoundtobedamagedorofshortweightwhenreachingthedestination.Inthatcasethesellerwouldmostlikelyseektofindawaytosatisfyhiscustomer.4Copyright©2002byTheM