商务英语课程演示课件Unit12ComplaintsAdjustments.pptVIP

UNIT;◆ Speaking Task;Warming-up Practice;Introductory Remark;1.Read the following tips for making complaints. ;2.Discuss the following questions.;Inadequate packing; Parties involved in the claim and settlement process: Ship owner; charters; freight forwarders; airlines, inland trucking companies; rail companies; shippers; insurance companies Parties involved in insurance: Seller, buyer, carrier and insurer. ;Documents generally required for making a claim against an insurance company or shipping company;;; ? 12.1.2 Listen to the dialogue. Note down what the problem is, what caused the problem and how it is settled. ;;12.2.1 Read the dialogue and then answer the following questions.;1) What was Mr Wood’s purpose of coming to China? He came to China to solve the problem about the rollers. 2) What was wrong with the rollers? Some rusty spots on five rollers were found. 3) What was the cause of the problem according to Mr Chen? The cause of rust was due to poor workmanship. Their experts held that the rust was not scoured off completely before electro-plating. As a result, the chrome coating would certainly not hold. 4) Did Mr Wood accept Mr Chen’s explanation about the rusty rollers? What would he do about the problem then? He thought his explanation sounded plausible. He would ask for their manufacturers to probe into the matter. If they proved the Chinese company’s findings were the same as theirs, the faulty rollers would be replaced by new ones. 5) What happened a week later? Mr Wood came to the Chinese company again and told Mr. Chen that their manufacturers apologized for the trouble and promised to replace these rusty rollers by new ones. 6) What did they do about the rusty rollers in the end? Mr Wood would take back two of the worst ones for examination and leave the others to Mr Chen with some charge for the cost of the material only. ;R