外贸函电10.pptVIP

Rules when dealing with a complaint Find out whether the complaint is justified. If so, you have t admit it readily; express your regret and promise to put matters right. If the complaint is not justified, point this out politely and in an agreeable manner. It would be a wrong policy to refuse the claim offhand. If you can not deal with a complaint, acknowledge it at once. Explain that you are looking into this matter and you will send a full reply later. All complaints should be treated as serious matters and thoroughly investigated. A complaint may result from: Wrong delivery Unsatisfactory quality Damaged goods Being overcharged If a complaint has to be made, your letter should Express your regret Inform the receiver of the subject matter, such as contract or order No. and date Tell him directly why you are not satisfied Give your suggestions and hope for an early reply If you receive a complaint, you should make an investigation. If the compliant is reasonable, send a reply as follows Thank him for his complaint and admit a mistake is made at your end. Promise that you will take actions to put it right Say you are sorry for the inconvenience caused Assure him that more care will be taken in the future. If the compliant is not reasonable, tell him that it is not your responsibility and give your suggestions if possible. Complaints and claims Re: claim on sewing machines The captioned goods you shipped per S.S. “Yellow River” o May 14 arrived here yesterday. On examination, we have found that many of the sewing machines are severely damaged, though the cases themselves show no trace of damage. Considering the damage was due to the rough handling by the steamship company, we claimed on them for recovery of the loss, but an investigation made by the surveyor has revealed The fact that the damage is attributable to improper packing. For further particulars, we refer you to the surveyor’s report enclosed. We are, therefore, compelled to claim on you to comp