商务英语课程课件Unit-12-Complaints-&-Adjustments

LearningObjectivesMakingcomplaintsandclaimsHandlingcomplaintsandclaimsWritinglettersforcomplaintsandadjustments◆SpeakingTask◆Warm-upPractice◆ListeningTask◆Follow-upPractice◆WritingTask◆ReadingTaskWeneedtodiscusssomequestionsaboutwhatwearegoingtolearninthisunit.Sure,that’llhelpusunderstandbetteraboutwhatweareaskedtodo.IntroductoryRemarkInbusiness,ifthebuyercanprovethatitistheseller'sresponsibilityforthelossofthegoods,hecanmakeaclaim.Thesellerisobligatedtocompensatethebuyer.Generallyspeaking,claimsarisebecausethewronggoodsmayhavebeendelivered;thequalitymayhavebeenfoundunsatisfactory;theshipmentmayhavebeenfounddamaged,short,missing,late;thepriceschargedmaybeexcessiveornotasagreed.Thereisalsoanotherkindofclaim.Itismadebybuyerswhofindfaultwiththegoodsasanexcusetoescapefromthecontract,eitherbecausetheynolongerwantthegoodsorbecausethattheycangetthemcheaperelsewhere.Ifaclaimhastobemadebythebuyer,themattershouldbeinvestigatedindetailandthesedetailsshouldbelaidbeforethepartycharged.Wemusthandleclaimswiththeprincipleofonthefirstgrounds,toouradvantageandwithrestraintandsettlethemamicablytothesatisfactionofallpartiesconcerned.1.Readthefollowingtipsformakingcomplaints.TipsforEffectiveComplaints1)Complainassoonaspossible.2)Findoutaboutyourlegalrights.Arethereanylawsorregulationsthatcanhelpyou?3)Payattentiontoallprintedinformationyouhaveaboutthecase,suchasads,brochure,warranty,orotherdocumentthatdescribestheproductorservice4)Talktotherightpeople,intherightorder.5)Beclear.Knowyourfacts—preferablybykeepingafilewithallthenecessarydocuments—andusethemtoaskforwhatyouwant.6)Bepolite.You'llgetbetter,andmaybequicker,resultsifyouexplaintheproblemandaskforaresolutionwithoutresortingtoangerorthreats.7)Bepreparedtonegotiaterealistically.8)Keepgoodrecords.Notethenamesofpeopleyoutalkto,aswellasthedates,timesandoutcomesoftheconversations.9)It'softenbesttoexplaintheprobleminwriting.10)Alwayskeepacopyofeachletteryouwriteforyourownfiles.2.Discussthefollowingquestions.1)Whichdoyouthinkarethefivemosteffectivecomplainttips?Why?2)Whichofthetipsdoyoudisagreewith?Why?3)Canyouaddmoretipsasadviceformakingcomplaintsandclaims?4)Discussinpairsorgroupsthecommoncausesforcomplaintsandclaimsininternationaltradeandexplainwhoshouldbeheldresponsibleforeachcase.5)Whatdocumentsaregenerallyrequiredformakingaclaimagainstaninsurancecompanyorshippingcompany?InadequatepackingCausesforComplaints&ClaimsNon-deliveryorpart-deliveryGoodsmissingNon-fulfillmentofthecontractDelayeddeliveryWrongdeliveryDamagetothegoodsWrongorinferiorqualityShortageofthegoodsDiscrepanciesinspecificationDelayinopeninganL/CCommoncausesforcomplaintsandclaimsininternationaltradePartiesinvolvedintheclaimandsettlementprocess:Shipowner;charters;freightforwarders;airlines,inlandtruckingcompanies;railcompanies;shippers;insurancecompaniesPartiesinvolvedininsurance:Seller,buyer,carrierandinsurer.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)Inthispartyouaregoingtolistentoapassageandadialogue.Nowlistenandtrytofinishtheexerciseswhilelistening.Areyouready?1)Whatmustthebuyerdoifheisgoingtomakeaclaim?Thebuyermustprovethatitistheseller’sresponsibilityforthedamageorlossofthegoods.2)Whatareusedasevidencewhenmakingaclaim?TheinspectioncertificateandB/L.3)Whatisthesellerobligatedtodoifthebuyerindeedcanprovewhathehasclaimed?Thesellerisobligatedtocompensatethebuyer.4)Whendoestheconflictappearbetweenthebuyerandtheseller?Theconflictappearswhenthegoodsarefoundtobedamagedorofshortweightwhenreachingthedestination.5)Whatwouldthesellerdowhenhewasnegligentinsupplyingtheproperquantityatatime6whenhewasstillresponsiblefortheconsignmentduringshippingonaCIFbasis?Inthatcasethesellerwouldmostlikelyseektofindawaytosatisfyhiscustomer.12.1.1Listentothepassageandanswerthefollowingquestions.12.1.2Listentothedialogue.Notedownwhattheproblemis,whatcausedtheproblemandhowitissettled.ProblemCauseoftheproblemSettlementWrongdeliverySlip-upintheseller’sshippingdepartment.ThesellerwillshipaloadofClassA1tomorrowmorningandchargethebuyer20%lessforthewrongdelivery.Inthispartyouaregoingtoreadtwodialoguesinpairsandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.12.2.1Readthedialogueandthenanswerthefollowingquestions.1)WhydidMrNelsonwanttotalktothegeneralmanagerinperson?Becausehehadalreadytalkedtosomedepartmentsofthecompanybuttheydidn’tsolvehisproblem.Sothistimehehastotalktothegeneralmanager.2)Whydidn’tthesecretaryputhimthroughtothegeneralmanagerfirst?Perhapsthesecretarydidn’twanttotroublethemanagerwithtrifles.Soshesaidthatthemanagerwasnotavailableandofferedhelpherself.3)Whydidthesecretaryputhimthroughtothegeneralmangerthen?Becausehefoundthecustomerwasreallyangryandinsistedontalkingtothegeneralmanager.4)WhatdidMrNelsoncomplainabout