Chapter 10 Complaints and Claims课件.ppt

Chapter 10  Complaints and Claims Chapter 10 Steps of Writing Texts Exercises Steps of Writing---Claim Step1: State the problem. Give dates, name and quantity of goods, contract number or any other specific information that will make a recheck easier for the reader. Eg: 1) We have just received… 2) We regret having to inform you that … arrived in… 3) 20% of the packages had been broken. 4) It was found that upon examination… Steps of Writing--- Claim Step 2: State the inconvenience or loss that is resulted from this error. 1) The materials are quite unsuited to… 2) These goods are entirely useless to us… 3) This has caused us much inconvenience. Steps of Writing---Claim Step 3: State what you want to be done. 1) We wish to get your early reply. 2) We look forward to your settlement at an early date. Steps of Writing--Accept Step 1: Regret for the inconvenience caused to the reader. 1)We wish to express our deepest regret over the unfortunate incident… 2) We are extremely sorry for the late delivery of… 3) We regret the inconvenience you have experienced… Steps of Writing-- Accept Step 2: Explain the reasons of the problems and express the wish to grant the claim. 1) It happened that… 2) Another thorough check-up reveals that… 3) We are prepared to make you a resonable compensation. Steps of Writing-- Accept Step 3: Wish to cooperate with the reader again. 1) We hope this will not affect our friendly relationship. 2) We wish to be able to serve you in future business. 3) In view of the friendship between us… Steps of Writing--Decline Step 1: Regret for the inconvenience caused to the reader. 1)We very much regret that… Steps of Writing-- Decline Step 2: Explain the reasons of the problems and make clear your position. 1) After a check-up we found that… 2) The shipment you complained… 3) We are of the opinion that… 4) In order to settle the claim quickly… Steps of Writing-- Decline Step 3: Refuse directly or suggest possible settlement. 1) We regret bei