Chapter-6-Letters-for--Complaints

Chapter6商务英语写作实训“十二五”规划商务英语高职高专系列教材PracticalBusinessEnglishWritingLettersforComplaints&AdjustmentsPracticalBusinessEnglishWriting2Chapter6商务英语写作实训ContentsComposingYourMessageReferenceExpressionsSampleLettersWritingYourMessageCheckYourselfPracticalBusinessEnglishWriting3Chapter6商务英语写作实训ComposingYourMessagePracticalBusinessEnglishWriting4Chapter6商务英语写作实训ComposingacomplaintletterONETWOFOURTHREEOpening---backgroundinformationoftheproblem•date•placeFocus---detailedinformationoftheproblemwith•product•work•service---possiblereasonsAction---requirementforresolvingtheproblem---acceptabletimelimittowaitforasolutionClosing---anticipationforareply---appreciationthehelpPracticalBusinessEnglishWriting5Chapter6商务英语写作实训SampleStudyopening:statingwhen,whereandwhatFocus:statingtheproblemclearlyandobjectivelyAction:statingwhatyouwantClosing:settingaspecifictimeforthemtorespondPracticalBusinessEnglishWriting6Chapter6商务英语写作实训WritingTipsforComplaintsandClaimsComplainorclaimimmediatelyAddressthereaderpolitelyExplaintheproblemclearlyandobjectivelyMakeaspecificrequestStrongertermsmaybeusedinyourfollow-upcompaints.PracticalBusinessEnglishWriting7Chapter6商务英语写作实训ComposinganadjustmentletterPart31.reviewthecomplaintandtheactionyouaretaking,2.makingsureyourresponseisappropriatePart2Part1Organizeinindirectapproach---thankfulness/goodnews---detailedexplanation---actionsbeingornotbeingdonewithanexplanation---apology&wishoffuturecontactProofreadforapositivetonePracticalBusinessEnglishWriting8Chapter6商务英语写作实训SampleStudystartingwithathank-younoteandacknowledgeyourfaultswithasincereapologystatingthecorrectionyouwillmakeorcompensationyouwillofferendingonapositivenotebyencouragingfuturebusinesswithyourcompanyPracticalBusinessEnglishWriting9Chapter6商务英语写作实训ReferenceExpressionsPracticalBusinessEnglishWriting10Chapter6商务英语写作实训ForComplaintsandClaims---OpeningsThegoodsweorderedfromyouon…havenotyetbeendelivered.Deliveryofthegoodsorderedon…isnowconsiderablyoverdue.Thankyouforyourletterdated…,informingusoftheshipmentofourorder.Oncheckingthegoodsreceived,wefoundthat…Weregrethavingtoreportthatwehavenotyetreceivedthegoodsorderedon…Weregrettoreportthatoneofthecasesofyourconsignmentwasbadlydamagedwhendeliveredon…PracticalBusinessEnglishWriting11Chapter6商务英语写作实训UsefulCentralSentenceStructures---OnQualityWewouldbegladtoknowwhatyouproposetodointhematter,aswecannotusethemforourpurpose.Wetrustyouwilldoyourbesttohavethismatterstraightenedoutatonce.Wehavetoclaimonyoufor$500.00.SinceitisagreedthatwehavetherighttorejectthegoodswhentheyaredisqualifieduponexaminationbyChinaCommodityInspectionBureauattheportofdestination,weregrettoinformyouthatwehavetoreturnthegoodstoyouatyourexpense.Theoutcomeoftheshipmentisnotsatisfactory,asiscertifiedherebyChinaCommodityInspectionBureau.PracticalBusinessEnglishWriting12Chapter6商务英语写作实训UsefulCentralSentenceStructures---OnDefectivePackingWedulyreceivedthe15casedofMentholCrystalsyousentus,butregrettosaythatonexamination,fiveofthemwerefoundtobebadlydamaged,apparentlyattributabletofaultypacking.Weexaminedthemonebyoneandfoundthateachofthemwasleakingmoreorless.Weregrettoinformyouthatoneofthecasesofyourconsignmentarrivedinabadlydamagedcondition.ItisNo.BF/46,containingspareparts.Thelidwasbroken,andthecasewasnotstrongenoughtostandthevoyage.Wehaveexaminedthecontentsandfoundthat15piecesweremissingandtherestwereunfitforuse.PracticalBusinessEnglishWriting13Chapter6商务英语写作实训UsefulCentralSentenceStructures---OnShortageWeregrettoinformyouthatafterinspectionoftheaboveshipmentwefound15boxesmissing.Inviewofthesmallquantityinvolvedwehopeyouwillhavenodifficultyinsettlingthismatterandbringthecasetoasatisfactoryclose.TheconsignmentcoveringourOrderNo.…arrivedlastweek.Wearesorrytofindthatthereisashortageof1,605kilos,thoughthepackingremainsintact.Itisbeyonddoubtthattheshortageoccurredpriortoshipment.Therefore,wemustlodgeagainstyouaclaimfor$1,500.00.Insupportsofourclaim,wearesendingyouasurveyreportissuedbyC.C.I.B.PracticalBusinessEnglishWriting14Chapter6商务英语写作实训ForComplaintsandClaims---ClosingsPleaselookintothismatteratonceandletusknowthereasonofthisdelay.Wehopetohearfromyousoonthatthegoodswillbesentimmediately.Wefeeltheremustbesomeexplanationforthisdelayandawaityourpromptreply.Wehopetolearnthatyouarepreparedtomakesomeallowanceinthesecircumstances.Thankyouforyourassistanceandcooperationinthismatter.Ihopetocontinueapositiverelationshipwithyourcompanyanditsproductsinthefuture.PracticalBusinessEnglishWriting15Chapter6商务英语写作实训ForAdjustmentletters---OpeningsIamsorrythatyouhaveexperienceddelaysinthedeliveryof…Iamverysorrytohearabout…inyourletterof…Thankyouforyourletterof…,whichhasgivenustheopportunitytorectifyamostunfortunatemistake.Wewishtoapologizefortheunfortunatemistakepointedoutinyourletterof…PracticalBusinessEnglishWriting16Chapter6商务英语写作实训UsefulCentralSentenceStructures---ClaimsAcceptedWithmutualcooperation,thiscasehasbeensettledamicablyandweshallremittoyouanamountofStg.2,567incompensationforthelossarisingtherefrom.Wearepreparedtomakeyouareasonablecompensat