外贸函电 理赔 claim.ppt

* * Unit NineComplaint, Claim and Settlement * * Quality Complaints对于品质的投诉 外贸操作中，收到投诉是经常的事，包括品质问题、服务问题、交货期问题等，需要供应商在第一时间处理并给出答复。尤其是品质问题，往往是最重要也是最伤感情的，一旦处理不好，就会影响到未来的合作，必须慎之又慎。 * * Subject: Quality claim-IMPORTANT!!! Dear Kerry, We received the goods which you shipped last month. Unfortunately, ? of the goods were seriously damaged. I’m not sure if these items were already broken before delivery. I would like to receive the rest goods TOP URGENTLY! Please deliver them by air as quickly as possible. And you should pay for the freight charge! Regards, * * Delivery Time Complaints对于交期的投诉 交期的投诉，是经常会碰到的。订单生产中有很多不稳定因素，而且客户也经常在订单操作中提出这样或那样的修改意见，这在时间上难以控制。还有货代和船公司，也有可能推迟船期，甚至有爆仓、甩柜的情况出现。这就需要业务员在收到投诉时，给客户及时的反馈。 * * Subject: Shipment delay Dear Clair, Well received your claim for late delivery time. However, there are several reasons for this result. Firstly, we received the L/C draft approximately 20 days after PO received. And we could do nothing but waiting for your L/C opening. Secondly, revising artwork according to your request takes more than 3 days for confirmation. And we couldn’t do the mass production before getting your final approval. * * In some respects, we’re also partially to blame. As a matter of fact, we could inform you some more days ago before shipment, and our colleagues for order follow-up should also pay more attention to your orders. In the near future, I’m sure that we’ll keep the channels of our communication open and avoid any potential danger for our business. Thanks and Best Rgds, Kerry Practical Expressions 我们愿意承担部分责任。 We’re willing to accept part of the blame. 关于（订单交货的）延误，是有一些原因的。 There are several reasons for this delay. 我很抱歉这么仓促通知您，船期需要延迟 I’m sorry to inform you about the shipment delay on such short notice. * * * * Apology Solutions道歉并提供解决方案 一旦己方做错了某些事，不仅需要在第一时间向客户道歉 ，还需要仔细研究并给出解决方案。而不是一句简单的sorry就完事了。要站在客户的角度换位思考，如果这个问题发生了，客户能够怎么办？应该怎么做，才能尽快帮他解决困难？有什么应对办法？ * * Subject: 30% items will be delivered by air Dear Clair, Sorry for our mi