实用商务英语口语教程Programme 13 Complaints and Claims
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(8) In view of our long business relationship, we would like to settle the dispute friendly. (in view of)
(9) I have to make a complaint for the batch of Maotai wine. (make a complaint for)
(4) How to decline a claim? Use what you have learned in this programme.
Vogue Words
Scene of Project 2: Miss Johnson is the secretary of a company. As soon as she gets off the plane, she comes to the office of Mr. Sun directly in order to talk about the matter of claims.
To acquire appropriate knowledge about how to reply to complaints and claim.
Brief Introduction
A complaint refers to a statement that a situation is unsatisfactory or unacceptable, or that someone has done something wrong. While a claim refers to an application for compensation under the terms of an insurance policy.
(6) I am very glad that our negotiation has been going on well，and I haven’t expected any problem would happen. (negotiation)
(7) As I have several customers waiting, please arrange another shipment for the 20 kg goods at once. (arrange shipment)
A.撤回索赔 B.拒绝索赔 C.接受索赔 D.受理索赔 E. 解决索赔 F.放弃索赔 G.驳回索赔 H.同意索赔 I.索赔 J.投诉
Have you ever heard of a complaint?
Can you give us an example of a famous complaint event?
1.Terms Match
(1) entertain a claim (2)settle a claim (3) withdraw a claim (4) admit a claim (5) reject a claim (6) waive a claim (7) accept a claim (8) dismiss a claim (9) make a claim (10) lodge a complaint
★1. Tongue Twisters
(1) He threw three free throws. (2) New cheese, blue cheese, chew cheese please. (3) A clan of cool crows clings close in cold climates. (4) Blue glue gun, green glue gun. (5)A noise annoys an oyster, but a noisy noise annoys an oyster more!
(4) We hope this unfortunate accident will not affect business between us. (affect)
(5) We had the medicine inspected immediately when the goods arrived, and a shortage of 20 kg was found. (a shortage of)
Do you know how to lodge and settle a claim?
★Preparations ★Project Study 1
Dialogue: Lodging a Complaint
Role-play： Role-play the above-
mentioned dialogue in pairs.
Mr. Stronghold has ordered 1 000 pieces of glass vases from Changsha Glassware Company. But on examination, 5% of them was found broken. Mr. Stronghold lodged a claim against this. How are you going to persuade him out of the claim and settle it in a satisfactory way?
(10) I’ m afraid we can’t entertain your claim. (entertain one’s claim)
Mr. Zhao: 我方不得不对贵公司提出索赔。 Mr. Brown: What has happened? Mr. Zhao: 是关于那500吨冷冻海产品的事情。 Mr. Brown: Say it in details. Mr. Zhao: My goods have arrived at the Dalian port. 让我们非常意外的是它们情况不是特别好。 Mr. Brown: I’m awfully sorry to hear that. What is the trouble? Mr. Zhao: Thermal insulation layer of some boxes has been damaged, which apparently attributed to faulty packing. Some of the frozen seafood has melted. Mr. Brown: Where are the goods now? Mr. Zhao: In the refrigeration storage near the port. I have brought the inspection certificate issued by the inspection bureau. Mr. Brown: 我方将对贵方的投诉给予及时的重视。 Mr. Zhao: 在这种情况下，建议贵方依照发票金额给予30％的折扣。 Mr. Brown: That may be too much. What about 25%? This is the maximum concession we can do. Mr. Zhao: OK.
To grasp the relevant terms and expressions on complaints and claims;
To understand the requirements and process of complaint and claim;
To learn to express yourself accurately when lodging and settling a complaint or claim;
(1) What is a complaint? And what is a claim?
(2) What rules to follow when making a claim?
(3) Do you know how to handle the claim when clients make a claim?
★Project Study 2
Dialogue: Accepting the Claim
Role-play : Role-play the above-mentioned dialogue in pair
★Project Study 3
Dialogue:
Declining a Claim
Role-play: Role-play the above-mentioned
Vogue-word refers to Page … Business Presentation refers to Page…
Thank you for your attention!
(1) I must say the case is too serious. (the case)
(2) But I have to say that I have to lodge a claim with your corporation. (lodge a claim with)
(3) But to our great surprise, they are not in proper condition. (in proper condition)
Situation I
When the goods arrived, it was found that there was a difference of 20 tons between the actual landed weight and the invoiced weight of 160 tons. It had been caused by moisture loss because of the different climates. According to the contract, the maximum allowance for natural loss is 5%. The claim for 12 tons compensation is just fair.
实用商务英语口语教程Programme 13 Complaints and Claims
1. A bad compromise is better than a good lawsuit. 2. A bad thing never dies. 3. To err is human. 4. A burnt child dreads the fire.
dialogue in pairs.
★1. Terms Practice
(1) invoiced cost (3) improper packing (5) cr百度文库p up (7) complaint (9) attribute to
(2) be liable for (4) shockproof (6) in details (8) refrigeration (10) amicably
Scene of Project 3: Mr. King is lodging a complaint for the batch of Maotai wine, which has been imported from Miss Yang’s. But Miss Yand declines his claim.
(9) I have to make a complaint for the batch of Maotai wine. (make a complaint for)
(4) How to decline a claim? Use what you have learned in this programme.
Vogue Words
Scene of Project 2: Miss Johnson is the secretary of a company. As soon as she gets off the plane, she comes to the office of Mr. Sun directly in order to talk about the matter of claims.
To acquire appropriate knowledge about how to reply to complaints and claim.
Brief Introduction
A complaint refers to a statement that a situation is unsatisfactory or unacceptable, or that someone has done something wrong. While a claim refers to an application for compensation under the terms of an insurance policy.
(6) I am very glad that our negotiation has been going on well，and I haven’t expected any problem would happen. (negotiation)
(7) As I have several customers waiting, please arrange another shipment for the 20 kg goods at once. (arrange shipment)
A.撤回索赔 B.拒绝索赔 C.接受索赔 D.受理索赔 E. 解决索赔 F.放弃索赔 G.驳回索赔 H.同意索赔 I.索赔 J.投诉
Have you ever heard of a complaint?
Can you give us an example of a famous complaint event?
1.Terms Match
(1) entertain a claim (2)settle a claim (3) withdraw a claim (4) admit a claim (5) reject a claim (6) waive a claim (7) accept a claim (8) dismiss a claim (9) make a claim (10) lodge a complaint
★1. Tongue Twisters
(1) He threw three free throws. (2) New cheese, blue cheese, chew cheese please. (3) A clan of cool crows clings close in cold climates. (4) Blue glue gun, green glue gun. (5)A noise annoys an oyster, but a noisy noise annoys an oyster more!
(4) We hope this unfortunate accident will not affect business between us. (affect)
(5) We had the medicine inspected immediately when the goods arrived, and a shortage of 20 kg was found. (a shortage of)
Do you know how to lodge and settle a claim?
★Preparations ★Project Study 1
Dialogue: Lodging a Complaint
Role-play： Role-play the above-
mentioned dialogue in pairs.
Mr. Stronghold has ordered 1 000 pieces of glass vases from Changsha Glassware Company. But on examination, 5% of them was found broken. Mr. Stronghold lodged a claim against this. How are you going to persuade him out of the claim and settle it in a satisfactory way?
(10) I’ m afraid we can’t entertain your claim. (entertain one’s claim)
Mr. Zhao: 我方不得不对贵公司提出索赔。 Mr. Brown: What has happened? Mr. Zhao: 是关于那500吨冷冻海产品的事情。 Mr. Brown: Say it in details. Mr. Zhao: My goods have arrived at the Dalian port. 让我们非常意外的是它们情况不是特别好。 Mr. Brown: I’m awfully sorry to hear that. What is the trouble? Mr. Zhao: Thermal insulation layer of some boxes has been damaged, which apparently attributed to faulty packing. Some of the frozen seafood has melted. Mr. Brown: Where are the goods now? Mr. Zhao: In the refrigeration storage near the port. I have brought the inspection certificate issued by the inspection bureau. Mr. Brown: 我方将对贵方的投诉给予及时的重视。 Mr. Zhao: 在这种情况下，建议贵方依照发票金额给予30％的折扣。 Mr. Brown: That may be too much. What about 25%? This is the maximum concession we can do. Mr. Zhao: OK.
To grasp the relevant terms and expressions on complaints and claims;
To understand the requirements and process of complaint and claim;
To learn to express yourself accurately when lodging and settling a complaint or claim;
(1) What is a complaint? And what is a claim?
(2) What rules to follow when making a claim?
(3) Do you know how to handle the claim when clients make a claim?
★Project Study 2
Dialogue: Accepting the Claim
Role-play : Role-play the above-mentioned dialogue in pair
★Project Study 3
Dialogue:
Declining a Claim
Role-play: Role-play the above-mentioned
Vogue-word refers to Page … Business Presentation refers to Page…
Thank you for your attention!
(1) I must say the case is too serious. (the case)
(2) But I have to say that I have to lodge a claim with your corporation. (lodge a claim with)
(3) But to our great surprise, they are not in proper condition. (in proper condition)
Situation I
When the goods arrived, it was found that there was a difference of 20 tons between the actual landed weight and the invoiced weight of 160 tons. It had been caused by moisture loss because of the different climates. According to the contract, the maximum allowance for natural loss is 5%. The claim for 12 tons compensation is just fair.
实用商务英语口语教程Programme 13 Complaints and Claims
1. A bad compromise is better than a good lawsuit. 2. A bad thing never dies. 3. To err is human. 4. A burnt child dreads the fire.
dialogue in pairs.
★1. Terms Practice
(1) invoiced cost (3) improper packing (5) cr百度文库p up (7) complaint (9) attribute to
(2) be liable for (4) shockproof (6) in details (8) refrigeration (10) amicably
Scene of Project 3: Mr. King is lodging a complaint for the batch of Maotai wine, which has been imported from Miss Yang’s. But Miss Yand declines his claim.