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当前位置:首页 > 商业/管理/HR > 资本运营 > lesson 11 complaints_and_claims(1)
•1.电报(telegram)•2.电传(telex)•3.支付条件(termsofpayment)•4.装运(shipment)•5.问卷(questionnaire)•6.保险(insurance)•7.说明书instructions•8.广告advertisement•9.招聘jobinvitation•10.告示PublicsignComplaintsandClaimsObjectivesUponcompletionofthisunit,thestudentswill:–beabletoexpressyourselfaccuratelywhenlodgingandsettlingacomplaintorclaim.–grasptheterminologyconcerningcargoinsuranceclaim.–understandsomerelatedknowledgesuchastheprocedureoflodgingaclaim.•Complaint:Astatementthatasituationisunsatisfactoryorunacceptableorthatsomeonehasdonesomethingwrong.•Claim:anapplicationforcompensationunderthetermsofaninsurancepolicy.WhatisComplaint?WhatisClaim?抱怨、投诉Complaint•Thereare2kindsofcomplaintsbeingfrequentlymadebybuyers:1.Thegenuinecomplaint,whicharisesfromoneofthefollowingsituations:•Thewronggoodsmayhavebeensent•Thequalitymaynotbesatisfactory•Thegoodsmayhavebeendelivereddamagedorlate•Thepriceschangedmaybeexcessive,ornotasagreed2.Thecomplaintusedasexcuses:Thereisthecomplaintmadebybuyerswhofindfaultwiththegoodsasanexcusetoescapefromtheircontracts,eitherbecausetheynolongerwantthegoodsorbecausetheyhavefoundthattheycangetthemcheaperelsewhere.RulesforDealingWithAComplaint–Ifso,thenyouhavetoadmititreadily;expressyourregretandpromisetoputmattersright.–Ifthecomplaintisnotjustified,pointthisoutpolitelyandinanagreeablemanner.1、Thefirstthingthathastobedecidediswhetherthecomplaintisjustified.合理的,有正当理由的Itwouldbeawrongpolicytorefusethecomplaintoffhand.不假思索地3、Allcomplaintsshouldbetreatedasseriousmattersandthoroughlyinvestigated.2、Ifyoucannotdealwithacomplaintpromptly,acknowledgeitatonce.Explainthatyouarelookingintoitandthatyouwillsendafullreplylater.主张、索赔ClaimThecommonexpressionsofclaimLodge提出File提出raiseregisteraclaimon+sb.forcompensationoffor+certainreasonon+shipmentfor+amountwiththeinsurancecompanyaboutclaims•acceptaclaim接受索赔•settleaclaim解决索赔•entertainaclaim受理索赔•admitaclaim同意索赔•dismissaclaim驳回索赔•rejectaclaim拒绝索赔•relinquishaclaim撤回索赔•waiveaclaim放弃索赔•withdrawaclaim撤回索赔因……而索赔•claimonaccountofdamage因损坏而索赔•claimfordamage由于损坏而索赔•claimforfinancialloss要求经济损失的诉权•claimforinferiorquality因质量低劣而索赔•claimforpayment要求付款的诉权•claimforproceeds要求赔偿货款•claimforshortdelivery因短装而索赔organization•Beginning:presentingthecaseandannouncetheclaimComplaint/claimLetter•Ending:Urgingsettlementorproposingsolutions•Middle:justifyingthecomplaints/claimsExpandwithdetailsUsuallyacomplaintorclaimlettershouldfollowtheunder-mentionedoutline:这类信函通常包括:开头:1)说明写信的原因—申诉或索赔的事件;正文:2)具体介绍发生的事情,如有证据可提供;3)提出自己的要求,如要求退货,赔钱等;结尾:4)期望;希望满足自己的要求,表达合作的希望等。回信要点:接受申诉或理赔的回信:开头:1)收到来信并表示很遗憾;正文:2)对对方信中提及的事情加以解释,调查,并针对对方的要求给予答复;结尾:3)表示道歉和进一步合作的希望。不能接受申诉或索赔的回信:开头:1)收到来信,表示遗憾;正文:2)对事件进行调查,加以解释,说明原因和提出证据说明不能负责;结尾:3)期望:以后合作的机会,或再次表示遗憾。每封信件的具体内容会有变化,需要根据实际情况加以调整。opening•Stateunequivocally明确地whatyouarecomplainingaboutorclaimingfor•Giveexactdetailsofdamage,breakage,loss,etc.SentencepatternTheReasonsforClaims•Shortage(shortweight)•Breakage•Leakage•Damage•Improper/faultypacking•Inferiorquality•Delay短重破碎渗漏损坏不良包装不良品质延误A.质量问题(OnQuality)1.Thequalityofthisconsignmentisfarfrombeingsatisfactory.交付的货物质量远不能令人满意。2.Whenwecametoexaminethegoodsdispatchedbyyouon…wefoundthat…当我们着手检查你们……月……日发出的货物时,我们发现……3.Wearesorrytosaythatthecargohasnotturnedouttooursatisfaction.很遗憾,货物不能令人满意。我们很遗憾地通知您,贵公司上次交运的货物未达到你们平常的标准。货物看上去过于粗糙,且外型低劣。4.Weareverysorrytoinformyouthatyourlastshipmentisnotuptoyourusualstandard.Thegoodsseemtobetooroughlymadeandareinclinedtobeinferiorandoutofshape.B.损坏(DefectiveGoods/Damage)1.Wearesorrytoreportthatoneofthecasesofyourconsignmentwasbadlydamagedwhendeliveredon…非常遗憾不得不告诉您,于……月……日运到的货物中有一箱已严重损坏。2.WearewritingtoinformyouthatcaseNo.…dispatchedunderyouradviceof…wasbadlydamagedwhendelivered.慈特函告诉你们,你们于……通知发出的第……号箱的货物,运到时已严重损坏。3.Wecannotusesuchdamagedpieces.Wehopeyouwillpackthegoodsofournextordermorecarefully.我方无法使用已损坏的货物。希望你方对我们的下次订货更为仔细地包装。延误已给我方带来极大不便,望函复我方何时可以发货。C.延误(Delay)1.Thegoodsweorderedfromyouon…havenotyetbeendelivered.2.Thisdelayhasinconveniencedusconsiderably.Weshouldappreciateitifyouwouldinformusbyreturnmailwhenwemayexpectthegoods.我们于…月…日向您方定购的货物,迄今尚未交货。3.Wetrustyouwillnowconsiderthismatterseriouslyandmakeanefforttopreventthereoccurrenceofthisannoyingdelay.相信你们会认真考虑这件事情,并努力防止再次发生类似恼人的延误。4.Weshallholdyouresponsibleforanylosswhichoccursthroughthisdelay.由于这一延误而带来的任何损失均由你方承担。•WehavereceivedyourgoodscarryingourorderNo.…Uponopeningthecasewefounditcontainedcompletelydifferentarticles.D.货样不符关于我们的……号订单,您交运的货物本公司已收到。在开箱时,我们发现其中的货物跟本公司订的完全不同。Yourgoodsof300camerasarrivedtoday.Onopeningthecontainerwefoundthatthegoodswereshortby…E.短缺(Shortage)F.其他(Miscellaneous)WearesurprisedtofindinyourinvoicesenttousthatyouarechargingUS$60perunitinsteadofUS$50.贵公司所运来的300台照像机于今日收到,在打开货柜时,我们发现少了……台。我们发现您寄来的发票中,每台索价为60美金而不是50美金,颇为惊讶。Middlepart•Explainwhyyouhavetheright/reasontocomplainorclaim(suchasentitlementtodamagecompensationspecifiedinthecontract,insurance,etc.)•Provideevidenceofdamage/loss(suchasDamagedCargoReport,DamageSurvey,Surveyor’sReportorotherpapersIsupportofyourclaims)DocumentsRequiredWhenLodgingaClaim•1.OriginalInsurancePolicyorInsuranceCe
本文标题:lesson 11 complaints_and_claims(1)
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