商务英语课程课件Unit 12 Complaints Adjustments-PPT课件
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If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of "on the first grounds, to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned.
1.Read the following tips for making complaints.
Tips for Complaints
1) Complain as soon as possible. 2) Find out about your legal rights. Are there any laws or regulations that can help you? 3) Pay attention to all printed information you have about the case, such as ads, brochure,
documents — and use them to ask for what you want. 6) Be polite. You'll get better, and maybe quicker, results if you explain the problem and ask
for a resolution without resorting to anger or threats. 7) Be prepared to negotiate realistically. 8) Keep good records. Note the names of people you talk to, as well as the dates, times and
In business, if the buyer can prove that it is the seller's responsibility for the loss of the goods, he can make a claim. The seller is obligated to compensate the buyer. Generally speaking, claims arise because the wrong goods may have been delivered; the quality may have been found unsatisfactory; the shipment may have been found damaged, short, missing, late; the prices charged may be excessive or not as agreed.
outcomes of the conversations. 9) It's often best to explain the problem in writing. 10) Always keep a copy of each letter you write for your own files.
2.Discuss the following questions.
1) Which do you think are the five most effective complaint tips? Why?
2) Which of the tips do you disagree with? Why? 3) Can you add more tips as advice for making complaints and
Learning Objectives
Making complaints and claims Handling complaints and claims Writing letters for complaints
and adjustments
◆ Warm-up Practice ◆ Listening Task ◆ Speaking Task ◆ Reading Task ◆ Writing Task ◆ Follow-up Practice
There is also another kind of claim. It is made by buyers who find fault with the goods as an excuse to escape from the contract, either because they no longer want the goods or because that they can get them cheaper elsewhere.
warranty, or other document that describes the product or service 4) Talk to the right people, in the right order. 5) Be clear. Know your facts — preferably by keeping a file with all the necessary
We need to discuss some questions
about what we are going to learn in this
unit.
Sure, that’ll help us understand better about what we are
asked to do.
Introductory Remark
1.Read the following tips for making complaints.
Tips for Complaints
1) Complain as soon as possible. 2) Find out about your legal rights. Are there any laws or regulations that can help you? 3) Pay attention to all printed information you have about the case, such as ads, brochure,
documents — and use them to ask for what you want. 6) Be polite. You'll get better, and maybe quicker, results if you explain the problem and ask
for a resolution without resorting to anger or threats. 7) Be prepared to negotiate realistically. 8) Keep good records. Note the names of people you talk to, as well as the dates, times and
In business, if the buyer can prove that it is the seller's responsibility for the loss of the goods, he can make a claim. The seller is obligated to compensate the buyer. Generally speaking, claims arise because the wrong goods may have been delivered; the quality may have been found unsatisfactory; the shipment may have been found damaged, short, missing, late; the prices charged may be excessive or not as agreed.
outcomes of the conversations. 9) It's often best to explain the problem in writing. 10) Always keep a copy of each letter you write for your own files.
2.Discuss the following questions.
1) Which do you think are the five most effective complaint tips? Why?
2) Which of the tips do you disagree with? Why? 3) Can you add more tips as advice for making complaints and
Learning Objectives
Making complaints and claims Handling complaints and claims Writing letters for complaints
and adjustments
◆ Warm-up Practice ◆ Listening Task ◆ Speaking Task ◆ Reading Task ◆ Writing Task ◆ Follow-up Practice
There is also another kind of claim. It is made by buyers who find fault with the goods as an excuse to escape from the contract, either because they no longer want the goods or because that they can get them cheaper elsewhere.
warranty, or other document that describes the product or service 4) Talk to the right people, in the right order. 5) Be clear. Know your facts — preferably by keeping a file with all the necessary
We need to discuss some questions
about what we are going to learn in this
unit.
Sure, that’ll help us understand better about what we are
asked to do.
Introductory Remark