国际商务函电课件李宏亮主编 ISBN9787811342901Unit 14.pptVIP

关于教程的几点说明 编写原则: 本教材是对外经济贸易大学出版社《新基点商务英语高职高专系列规划教材》之一。编写中按照教育部《关于加强高职高专教育教材建设的若干意见》的要求，本着理论知识“必须、够用”为度、以“加强实践教学环节、注重学生职业能力培养”等宗旨，和“细化教学目标为应知、应会目标”的原则进行编写。 编写安排：本书参照外贸业务实际结合教学规律共分为4大模块15个单元，内容编排按照外贸业务操作步骤、由浅入深 。 编写特色： 1.模块式编写 2.应知知识与应会能力结合的学习目标; 3.课后练习实践性强, 选材难度适中,内容有趣, 实用性强,体现高职实践性教学特点; 4.商务背景链接知识丰富，实用，有趣；  M3- Unit14Complaints and Claims UNIT CONTENTS 1. STUDY AIMS 2. WRITING SKILLS 3. KEY SENTENCE PATTERNS 4. SAMPLE LETTERS 5. BUSINESS LINK 6. KEY TO PRACTICE 1. To know the types of a claim. 2. To know how to solve a complaint and settle a claim. 3. To know the writing steps of a letter of complaint and a claim settlement. 4. To know the knowledge of “Lead in”Part. 5.To know the knowledge of “Business Link” Part.  1. To be able to translate a letter of complaint or claim. 2. To be able to write a letter of complaint or claim.  A claim letter is a demand from a customer for something that is due or owed, or something that is a correction of a problem. Complaints and claims are usually raised by buyers. However, sellers may also raise claims against buyers for non-establishment of L/C or breach of contract, etc. A claim should be made as quickly as possible for it can be rejected if it is too late. Some companies may have a deadline for claims.  In the international trade, complaints and claims often happens because of shortage of quantity, the delivery of wrong goods, the delivery of damaged or defective merchandise or delay of delivery and improper packing, etc. After receiving the complaints or claims, the seller will make immediate investigations and settle the problem as soon as possible. That is called the adjustment.  Step 1: To state the problem suffered in detail Step 2: To present the loss or inconvenience that is made by this error Step 3: To present the evidence to support your complaints and claims Step 4: To present the way you want to settle the problem Key Sentences Patterns 1.We have received the order No. 456 last week. 2.We have