商务英语写作资料 6

Complaints&Claims您好，这里是联想售后服务中心，请问你有什么需要帮助。Whatisacomplaintinbusiness?Acomplaintisastatementmadebyaperspectivebuyerthatstatesanunsatisfactoryorunacceptablesituationofthesellerorsupplier,hopingtogetasatisfiedsolutioninthebusinessaffairinordertomaintainthebusiness(stopthebusinessortogetmorebenefits).Whatisaclaiminbusiness?Aclaimisanapplicationmadebyaperspectivebuyerforcompensationfromthesellerofsupplierunderthetermsofaninsurancepolicytolessenthelossorgetmoreprofits.Underwhatconditionsshouldcustomersmakeacomplaintoraclaimagainstthesupplier?1)Theunsatisfactoryquality;2)Theshipment(maybedamaged,short,missingorlate);3)Thepricescharged(maybeexcessiveornotasagreed);4)Differentarticlesfromsamples;5)Quantityetc…ThegenuinecomplaintThecomplaintusedasanexcuse:Thereisthecomplaintmadebybuyerswhofindfaultwiththegoodsasanexcusetoescapefromtheircontracts,eitherbecausetheynolongerwantthegoodsorbecausetheyhavefoundthattheycangetthemcheaperelsewhere.Howtowriteacomplaintoraclaimletter?BasicpatternsofacomplaintorclaimletterDirectway---goodnewsIndirectway---badnewsIndirectwayBeginning:giveabriefforeshadowingaboutyourcomplaint.Middle:putforwardyourcomplaintorclaim.1.stateyourcomplaintandthenexpanditintodetails;2.recommendsomepracticalsolutionsincompliancewithsomearticlesthatyouagreed.Ending:positivelyexpressyourexpectationstomaintainthebusiness.Beginning:AnnouncetheclaimMiddle:Expandwithdetails1.Provideadetailednarrativeoftheerror.2.Describeyourrequirementincompliancewiththeclaimprocedure.3.Recommendsomepracticalsolutionswithreferencetoanypertinentdocumentsthatyoutwoagreed.Ending:positivelyexpressyourexpectations.DirectwayOpening:1.Wehavebeenyoursupplierforalmost5years,andthegoodsyourprovideusarealwaysbeinggood.Howeverthequalityofthisconsignmenton…isfarfrombeingsatisfactory.Wearesurethattheremustbesomereasonsforthismistake.(indirect)2.WehavereceivedyourgoodscarryingourorderNo.…Uponopeningthecasewefounditcontainedcompletelydifferentarticles.Opening3.Wearesorrytoreportthatoneofthecasesofyourconsignmentwasbadlydamagedwhendeliveredon…(direct)4.WearewritingtoinformyouthatcaseNo.…dispatchedunderyouradviceof…wasbadlydamagedwhendelivered.(direct)5.Thegoodswereceivedon…cannotbeusedanymorebecauseof…(direct)Opening6.Thegoodsweorderedfromyouon…havenotyetbeendelivered,whichhascausedlotsofinconvenienceforus.(direct)7.Yourgoodsof300camerasarrivedtoday.Onopeningthecontainerwefoundthatthegoodswereshortby…8.IamsorrytoinformyouthatyourinvoicesenttousthatyouarechargingUS$60perunitinsteadofUS$50.Middle:1.Whenwecametoexaminethegoodsdispatchedbyyouon…wefoundthat…2.Weareverysorrytoinformyouthatyourlastshipmentisnotuptoyourusualstandard.Thegoodsseemtobetooroughlymadeandareinclinedtobeinferiorandoutofshape.3.Thisdelayhasinconveniencedusconsiderably.…(details)Weshouldappreciateitifyouwouldinformusbyreturnmailwhenwemayexpectthegoods.4.Theinferiorqualityofthesebeanscausesusconsiderabledifficultyanditishardforustodisposeofit,evenataratherlowprice.Wethinkwecanreservetherighttolodgeaclaimagainstyouforthelosswehavesuffered.Middle:5.Wetrustyouwillnowconsiderthismatterseriouslyandmakeanefforttopreventthereoccurrenceofthisannoyingdelay.6.Yourlatedeliveryhascauseduslotsoftroubleinthesethreedays.Wewouldbegladifyoucouldseethismatterseriouslyandarrangeforthedeliverywithinfivedays.IfyouarestillunabletodeliverthembyOctober15th,weshallreluctantlycancelourorderandaskforcompensationincompliancewiththecontract.Closing1.Iamlookingforwardtoyourearlyreply.2.Yourpromptattentionisappreciated.3.Welookforwardtoyouropiniononthesematters.4.Weshallbegladifyouwilllookintothematteratonceandletusknowthereasonfordelay.Closing4.Kindlyletusknowimmediatelywhatyoucandotohelpusinovercoming.5.Weshouldbegratefulifyouwouldamendtheinvoice.6.Weanticipatethatyoucanresolvethisproblemsothatwecanmaintainthisrelationship.7.Therefore,itisrequiredthatyourfirmshouldtakethisresponsibilitytosolvethisproblem.Howtowriteareplylettertoacomplaintoraclaim?ClassactivitiesDebatingA:complaintandclaimB:replytothecomplaintandclaim(Refertothetaskonpage94ofBusinessEnglishWriting)1.Beginwiththesubjectoflastletter:remindthereaderofthesourceofthecomplaint,andmayaddanysuggestionstheselleroriginallymadefordealingwiththecomplaint.2.Givetoafullandefficientresponse:Dealwiththecomplaint,trytofindtheeffectivewaytohandletheproblems,andoutlinewhateverthesellercandotohelpthebuyer.3.Endwiththeassurancewithgoodexpectation:Assurethebuyerofthesolutiontotheproblemsandexpressthegoodwillofmaintainingthebusiness.LearningMoreOptional一、保险索赔五大诀窍：诀窍一：明确保险责任诀窍二：识清保险品种诀窍三：弄清保险知识诀窍四：明白索赔手续诀窍五：求助保险索赔公司二、索赔单证①保险单。②帐册、收据、发票、装箱单等保险标的原始单据。如为货物运输保险还应提供提单、运输合同等。③出险证明书、损失鉴定证明等证明损失原因及程度的单据。如为人身保险还应出具死亡或伤残等的证明。④保险标的所受损失的清单及施救整理费用的原始单证。三、进口方在向我国外理赔代理人提出索赔时，要同时提供下列单证：（1）保险单或保险凭证正本；（2）运输契约；（3）发票；（4）装箱单；（5）向承运人等第三者责任方请求补偿的函电或其它单证，以及证明被保险人已经履行应办的追偿手续等文件；（6）由国外保险代理人或由国外第三者公证机构出具的检验报告；（7）海事报告。海事造成的货物损失，一般均由保险公司赔付，船方不承担责任；（8）货损货差证明；（9）索赔清单；等等。四、保函中的索赔条款国内的银行做国内业务时大多采用的是从属性保函。从属性保函是担保人在保函中对受益人的索赔及对该索赔的受理设置了若干条件的限制，保留有一定的抗辩权利，只有在一定的条件得到满足之后，担保银行才予