商务英语写作第五章.pptVIP

商务英语写作 ___Chapter Five Complaints and Claims Most common letters: The inquiry letter The acknowledgement letter The response letter The complaint letter The adjustment letter The application letter The acceptance letter Why people complain ……? Damaged or defective goods Late delivery Poor quality Incorrect bills Delivery mistakes 1.What is the complaint letter? A complaint letter, also known as a claim, informs a business that an error has been made or that a defect has been discovered concerning a product or service. 1.What is complaint letter? A complaint letter is also served as a legal document notifying the recipient that a correction or adjustment is being requested. 2.What is the aim of a complaint letter? Express dissatisfaction Ask for solution 3. The general plan for complaint letter 1.Begin directly. Tell what is wrong. 2.Give detailed description as to the damage, loss or inconvenience incurred. 3.Name specific actions to correct the problems and politely mention strong terms if you fail to get a satisfactory reply. 4.End positively-friendly but firm. 见Sample 5-1 Exercise: Rearrange the sentences a.We are sure this was just carelessness in checking and that you will send another shipment of blouses promptly to replace this faulty one. b.There are also open seams on many of the sleeves. c.The last shipment of 100 dozen blouse, ordered on March 23,is unsatisfactory and we cannot accept it. d.The collars are noticeably uneven on some of the blouses. e.We are sorry to have to complaint about your usually very fine merchandise. 1). The Opening The first paragraph you should setting the background for your complaint. We are sorry to inform you that… It is with great regret that we have to inform you that…. I want to inform you of my dissatisfaction with…. I am writing to you concerning a problem that has arisen from…. 2). The Body The body should include the details about the complaint are given. It should state clearly