business english letter chapter twelve complaints and claims 投诉与索赔 公共教学科...
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Chapter Twelve
Complaints and Claims 投诉与索赔
公共教学科 张汉英
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1. Reasons of Complaints and Claims1. Reasons of Complaints and Claims
2. Words and Sentence Patterns 2. Words and Sentence Patterns
3. Sample Letters3. Sample Letters
4. Writing Skills and Practice 4. Writing Skills and Practice
Tasks for This Lesson
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Key Points and Difficulties:
Reasons of complaints and claims
Words and Sentence Patterns
Writing Skills of complaint and claim letters
Write a claim letter by yourself
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Reasons of complaints and claims
1. Inferior quality
2. Missing or shortage from the delivery
3. Bad packing
4. Delay of shipment
Most common ones
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Words and Sentence Patterns
Words1.complain v. 投诉,抱怨 complaint n. 投诉(名词) complaint about sth. 投诉某事
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2.claim v. & n. 索赔
a claim against sb. for sth.
因某事向某人提出索赔
.lodge
.file
.raise
.make
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Words and Sentence Patterns
WordsWords
3.compensation n. 赔偿 4.breakage n. 破损
5.replace v. 更换 replacement 换货
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6.stain v. 褪色,变污7.with regard to, with respect to, with
reference to, referring to, concerning 关于
8.reject a claim 拒绝索赔 accept / meet / entertain a claim 接
受索赔
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Words and Sentence PatternsDialogue 1
A: Mr. Smith, we feel regretful that the goods are not in accordance with your samples.
B: Really? But every batch was checked before being sent out.
A: Here you see, we have bought some with us.
B: Well, in view of our friendly business relations, we are responsible for replacing those inferior goods.
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重点句型重点句型We feel regretful that the goodsWe feel regretful that the goods
are not in accordance with your are not in accordance with your
samplessamples..
我们感到很遗憾,货物与贵方我们感到很遗憾,货物与贵方样品不相符。样品不相符。
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重点句型重点句型In view of our friendly business In view of our friendly business
relationsrelations, , we are responsible we are responsible
for replacing those inferiorfor replacing those inferior
goods.goods. 鉴于我们之间友好的商务关系,我鉴于我们之间友好的商务关系,我们负责更换那些劣质的货物。们负责更换那些劣质的货物。
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Words and Sentence Patterns
Dialogue 2A:
We shall lodge a claim against you for the poor package, Mr. White.
B: I’m sorry, Mr. Perkins. It is a case of Force Majeure beyond of our
control. We can’t entertain your claim.
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重点句型
We shall lodge a claim against
you for the poor package.
我们因劣质包装向贵方提出索赔。
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重点句型
It is a case of Force Majeure
beyond of our control.这是不可抗力事件,超出我们的控制范围。
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Sample letter Dear Sirs,
The first shipment per S.S. East Wind arrived
at our port two days ago.
Upon examination, we have found that the
quality of the products is much inferior to that of
the sample. These items are not fit to be sold at
its original price.
We are returning them today, and request
immediate replacement of those inferior goods.
Yours faithfully,
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解 疑解 疑
per S.S. East Windper S.S. East Wind
通过东风号货轮(装运)通过东风号货轮(装运)S.S S.S 是 是 steam ship steam ship 的缩略形式,后的缩略形式,后面接船名。面接船名。
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Writing SkillsWriting Skills
Main points of a claim letter:
1 提及相关货物;2 对相关货物问题提出投诉 / 申诉,
抱怨到货损失;3 要求索赔或要求对方及时作出处
理意见。
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Exercises 练习Understand the following sentences.1.Your delay in shipping our order has
caused us to suffer heavy losses.
你方延迟装运我方货物,致使我方损失重大。
2.I’m afraid that this shipment was not up to your standard.
恐怕这批货物达不到你方标准。
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Homework 课后作业
Translate the following letter.敬启者: 你们运来的桌布今天已抵达。我们
发现有两箱完全受损。因为这个原因,这些受损桌布不能出售。今退回这两箱,并要求你方换货。
谨上
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Thank you!Thank you!