商务英语函电Unit_10_Complaints__Adjustment教材教学课件.ppt

;Part One: Teaching Aims Requirements;Part Two: Background Knowledge;;2.The market complaint, which arises from some complaints that are not based on real reasonable causes but from evil intentions. 1). The buyer finds fault with the goods as an excuse to escape from their contract obligations. 2). The buyer doesn’t want the goods any longer because he has found that he can get them at cheaper prices or because the market condition of these goods is declining at his end. ;Ⅱ. Tips for writing a complaint letter 1. When we write a complaint or claim, the following steps must be observed: 1). Telling the facts which caused the complaint. 2). Citing the facts reasonably, not being swayed by emotions. 3). The description of facts should be concrete, such as quoting the file number, the date of delivery, the goods concerned etc. 4). Analyzing any possible impacts. 5). Suggesting a way to settle the issue. 6). Hoping for an early solution of the problem. ;2. When we write a reply to the complaint or claim, follow the under-mentioned guidelines: 1). Confirming receipt of the complaint or claim and give it an answer as quickly as possible no matter whether there is a time limit or not. 2). Expressing thanks to the opposite party’s attention to the matter. 3). Showing regret for what has happened and sincere wish for resolving the problem. 4). Promising to look into the matter carefully. 5). When accepting the opposite party’s demand, put forward the principle for settling the problem; when not accepting, explanation should be made in the letter. 6). Showing enthusiasm to continue the business relations with the opposite party and wishing for further co-operation.;Part Three: Sample Letters (1);2.regret(v.t.) be or feel sorry for We regret to have to tell you that Case No.20 contains only 10 pieces of Art. No.424-E instead of 12 pieces. 很抱歉，我们不得不通知贵方，第20号货箱仅装有424-E货品10件，而不是12件。 Our requirements are now fully covered for some time to come, and we therefore