7.商务英语写作(修订版) 第七章
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高等学校英语拓展系列教程
主 编：胡英坤 车丽娟 外语教学与研究出版社
Chapter 7
Routine Claims and Adjustments
日常索赔与理赔函
7
Chapter
Routine Claims and Adjustments
Contents of this chapter
I. Introduction II. Sample Analysis III. Sample Contrast IV. Useful Patterns and Sentences
7
Chapter
Routine Claims and Adjustments
2. Adjustments
Writing Principles: • • • • • Begin directly with the good news. Identify the correspondence that you are answering. Avoid negatives that recall the problem. Regain lost confidence through explanation or action. End with a friendly, positive comment.
7
Chapter
Routine Claims and Adjustments
1. Routine claims
Writing Principles: • Come straight to the problem at the beginning. Tell what is wrong. • Describe the problem clearly and provide any necessary information (invoice number, product information, etc.). • Present enough facts to help the company to make a decision. • Name specific actions to deal with the problem, and politely mention strong terms if you fail to get a satisfactory reply. • End with positive, friendly but firm words.
7
Chapter
Routine Claims and Adjustments
2. Adjustments
When you get a claim, you may either grant an adjustment or reject it, depending on the situation. When you grant an adjustment, your customer will surely welcome it, so a letter of adjustment talking about the issue directly is appropriate.
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter A: A claim on the wrong component
Dear Mr. Phillips: Would you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for? On June 14, we purchased the office communication system XP5645 from your sales representative John Windsor. As your file may show, we paid $4,500 for it, which is $200 more than XP5030. That payment includes free installment and a six-month trial period. The software you sent us operated well at the beginning, but the system refused to work after two weeks. After careful examination, we found what you sent us is for XP5030, not for XP5645 we purchased. I called Mr. Windsor that same day, June 28. He said he was busy negotiating with another client in another city. He promised to arrange
(To be continued)
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter A: A claim on the wrong component
(Continued)
people to replace it. Six days has passed, but nothing happens. It is urgent that you send personnel to replace the software and install the system again. The collapse of the system has caused serious problems in our normal operation. The replacement is expected no later than June 30. Please call me at (021) 5422#### any time before 4:00 p.m. I’m confident that you are serious about the matter. If I haven’t received your call by 10:00 a.m. this Thursday, I will reluctantly turn this issue to my lawyer for actions against you. We appreciate your prompt action. Sincerely yours, Alex Hill
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Questions for comprehension: 4. Is the tone of each letter polite and considerate? 5. How do the authors end the two letters? 6. Can you sum up the writing principles of routine claims and adjustments?
Key: 1. Both letters use direct order. 2. The first letter comes straight to the problem while the second begins with the good news. 3. The first one describe the problem clearly and name specific actions to deal with the problem; the second one gives explanation and offers action to regain lose confidence.
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter B: A letter of adjustment
Dear Mrs. Williams: Your repaired video game is being returned by UPS, and you should receive it within a week. Skilled engineers made your video game almost as good as new. Recently Pace Electronic has acquired the assets of Four Star Games and has become responsible for repairs under warranty. Now you can be assured of prompt and reliable service. Any future repairs can be made by one of the dealers of our expanded network (see enclosed sheet). Also enclosed is a brochure showing some of our exciting new products, as well as Four Star’s old favorites. You can order by mail, using the order form in the brochure, or call 800-877-####. Hope you enjoy your video games. Sincerely, Paul Bilenikoff Technical Services Enclosures
7
Chapter
Routine Claims and Adjustments百度文库
II. Sample Analysis
Questions for comprehension: 1. Do the letters use direct order or indirect order? 2. How do the authors begin the two letters? 3. How do the authors arrange the body of the two letters?
Key: 4. Yes, both letters are polite and considerate. 5. The first letter ends with positive but firm words while the second ends with a friendly wish. 6. For a routine claim, one should begin by telling what is wrong, present enough facts, name specific actions, and end with positive but firm words. For an adjustment, begin with the good news, avoid negatives, regain lost confidence, and end with a friendly comment.
7
Chapter
Routine Claims and Adjustments
I. Introduction
1. Routine claims 2. Adjustments
7
Chapter
Routine Claims and Adjustments
1. Routine claims
Claim letters can be divided into two groups: routine claims and persuasive claims. Routine claims (usually backed by a contract, a guarantee, or the company’s reputation) assume that a request will be granted quickly and willingly, so such letters are very effective if the problem is directly stated.
主 编：胡英坤 车丽娟 外语教学与研究出版社
Chapter 7
Routine Claims and Adjustments
日常索赔与理赔函
7
Chapter
Routine Claims and Adjustments
Contents of this chapter
I. Introduction II. Sample Analysis III. Sample Contrast IV. Useful Patterns and Sentences
7
Chapter
Routine Claims and Adjustments
2. Adjustments
Writing Principles: • • • • • Begin directly with the good news. Identify the correspondence that you are answering. Avoid negatives that recall the problem. Regain lost confidence through explanation or action. End with a friendly, positive comment.
7
Chapter
Routine Claims and Adjustments
1. Routine claims
Writing Principles: • Come straight to the problem at the beginning. Tell what is wrong. • Describe the problem clearly and provide any necessary information (invoice number, product information, etc.). • Present enough facts to help the company to make a decision. • Name specific actions to deal with the problem, and politely mention strong terms if you fail to get a satisfactory reply. • End with positive, friendly but firm words.
7
Chapter
Routine Claims and Adjustments
2. Adjustments
When you get a claim, you may either grant an adjustment or reject it, depending on the situation. When you grant an adjustment, your customer will surely welcome it, so a letter of adjustment talking about the issue directly is appropriate.
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter A: A claim on the wrong component
Dear Mr. Phillips: Would you immediately replace the visual software for XP5030 with that for XP5645 which we have paid for? On June 14, we purchased the office communication system XP5645 from your sales representative John Windsor. As your file may show, we paid $4,500 for it, which is $200 more than XP5030. That payment includes free installment and a six-month trial period. The software you sent us operated well at the beginning, but the system refused to work after two weeks. After careful examination, we found what you sent us is for XP5030, not for XP5645 we purchased. I called Mr. Windsor that same day, June 28. He said he was busy negotiating with another client in another city. He promised to arrange
(To be continued)
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter A: A claim on the wrong component
(Continued)
people to replace it. Six days has passed, but nothing happens. It is urgent that you send personnel to replace the software and install the system again. The collapse of the system has caused serious problems in our normal operation. The replacement is expected no later than June 30. Please call me at (021) 5422#### any time before 4:00 p.m. I’m confident that you are serious about the matter. If I haven’t received your call by 10:00 a.m. this Thursday, I will reluctantly turn this issue to my lawyer for actions against you. We appreciate your prompt action. Sincerely yours, Alex Hill
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Questions for comprehension: 4. Is the tone of each letter polite and considerate? 5. How do the authors end the two letters? 6. Can you sum up the writing principles of routine claims and adjustments?
Key: 1. Both letters use direct order. 2. The first letter comes straight to the problem while the second begins with the good news. 3. The first one describe the problem clearly and name specific actions to deal with the problem; the second one gives explanation and offers action to regain lose confidence.
7
Chapter
Routine Claims and Adjustments
II. Sample Analysis
Letter B: A letter of adjustment
Dear Mrs. Williams: Your repaired video game is being returned by UPS, and you should receive it within a week. Skilled engineers made your video game almost as good as new. Recently Pace Electronic has acquired the assets of Four Star Games and has become responsible for repairs under warranty. Now you can be assured of prompt and reliable service. Any future repairs can be made by one of the dealers of our expanded network (see enclosed sheet). Also enclosed is a brochure showing some of our exciting new products, as well as Four Star’s old favorites. You can order by mail, using the order form in the brochure, or call 800-877-####. Hope you enjoy your video games. Sincerely, Paul Bilenikoff Technical Services Enclosures
7
Chapter
Routine Claims and Adjustments百度文库
II. Sample Analysis
Questions for comprehension: 1. Do the letters use direct order or indirect order? 2. How do the authors begin the two letters? 3. How do the authors arrange the body of the two letters?
Key: 4. Yes, both letters are polite and considerate. 5. The first letter ends with positive but firm words while the second ends with a friendly wish. 6. For a routine claim, one should begin by telling what is wrong, present enough facts, name specific actions, and end with positive but firm words. For an adjustment, begin with the good news, avoid negatives, regain lost confidence, and end with a friendly comment.
7
Chapter
Routine Claims and Adjustments
I. Introduction
1. Routine claims 2. Adjustments
7
Chapter
Routine Claims and Adjustments
1. Routine claims
Claim letters can be divided into two groups: routine claims and persuasive claims. Routine claims (usually backed by a contract, a guarantee, or the company’s reputation) assume that a request will be granted quickly and willingly, so such letters are very effective if the problem is directly stated.