商务英语写作教程 第四版 课件 10 Claim and adjustment letters.ppt

Chapter10 ClaimandAdjustmentletters

ClaimlettersAclaimorcomplaintletterisarequestforanadjustment.Makingcomplaintsisneverapleasantbusiness,butwhenacomplaintisnecessaryitshouldbemadewithtactandrestraintifitisnottoimpairfuturebusinessrelations.Besuretheclaimisaccurateandreasonable.

StructureofClaimlettersBeginwithafactualdescriptionoftheproblem.Stateclearlyyourreasonsforcomplaining,askforexplanationandexplainwhatadjustmentyouseek.Refertotheinconveniencecausedandsuggesthowmatterscouldbeputright.Concludebyexpressingconfidenceintheexpectationofafavourableandhelpfulreply.

EXAMPLESDearMr.Ferguson:Subject:ColorfadingofyourKota-Tuffcarpeting,yourinvoice3147datedJanuary3,2023TheKota-TuffcarpetingyouinstalledforuslastJanuaryhasfadedbadlyandisaneyesoreinourhotelpoolarea.Asyoucanseeintheenclosedphotograph,theoriginalforestgreencolornowisspottedwithringsofvaryingshadesofwhiteandgreen.Thespottingisespeciallyheavyinareasadjacenttothepool.Probablywaterhascausedthedamage.Butyourwrittenwarrantysaysthatthecolorwill“withstandtheeffectsofsunandwater.”

Astheproductclearlyhasnotliveduptothewarranty,weaskthatyoureplacetheKota-Tuffwithamoresuitablecarpeting.Ifyouareunabletofindasatisfactorycarpeting,werequestarefundofthefullpurchaseprice,includinginstallation.Iwillappreciateyourusualpromptnessincorrectingthisproblem.Sincerely,LuellaE.DabbsManager

AdjustmentLettersAnadjustmentisaremedytoaclaimproblem.Handlingcomplaintlettersisaverysensitivearea,andneedstobemanagedwithcare.Whateveryoudo,don’trushintowritingaresponse,andneverattackthecustomerformakingthecomplaintinthefirstplace.Iftheclaimsarenotwellhandledandtheproblemsthatgiverisetotheclaimsa