商务英语写作
Chapter Six Adjustments and refusals

  1.What are the steps in dealing with complaints?
Acknowledge receipt of a complaint letter Yes Apologize for the error Admitting responsibilities Explaining briefly the fault Your fault No Regretting for dissatisfaction Explaining for rejection Rejecting tactfully
Proposing to solve the problem Offering specific solution Directing to third party
Concluding by keeping the goodwill

  1.What are the steps in dealing with complaints? Adjustment letters: Correct the mistake Refusal letters: Say no and maintain goodwill

  2.The general plan for adjustment letters

  1.Begin directly ? with the good news.
  1.Begin
  2.Describe the action you have taken since receiving it.
  3.Stating briefly your decision and offering compensation if appropriate.
  4.End with a friendly, positive comment. 6见Sample 6-1

  3.The general plan for refusal letters

  1.Imagine
  1.Imagine you were the recipient.
  2.Begin with the neutral idea that leads to the reason for the refusal.
  3.Present your justification or explanation.
  4.Refuse positively ? with the bad news.
  5.Offer a counterproposal.
  5.End with a friendly, positive comment. 6见Sample 6-3
Useful notes:
回避责任 挑错 得到赔偿 撤消投诉 提供证据 商业文件 合同条款 evade responsibility find fault with to cover a loss from withdraw a claim provide proofs business document contract clauses

  1). The Opening
The first paragraph you should start with acknowledging the complaint or delivering the good new. We have received your complaints of, referring to your order No.XXX Thank you for bringing us attention to the of… matter of …should reach you in three days days… should

  2). The body
The body should focus on your actions and decisions about the complaint. I have checked with the transporters, and that… they inform me that records… According to our records Having checked with our suppliers, it is that… clear that

  2). The body
The body should focus on your actions and decisions about the complaint. I really must apologize for the inconvenience which has been caused. another…percent We will deduct another percent of the bill for the misunderstanding. the…, would… To compensate the , we would

  3).The Closing
Express goodwill.
Thank you for allowing us to serve your company. Thank you for your comments and suggestions on… on won’t from… I hope this accident won t keep you from
Exercises: Rearrange the sentences
years’ a.We hired a new warehouse manager with several years experience and the highest recommendations from two previous employers. b.You b.You have complained recently about late deliveries from our warehouse and your consequent lost sales. won’t c.He is new in this area and won t be bogged by following our past operating procedures and practices. d.We d.We took your complaint seriously. e.We e.We would appreciate your notifying us of any late or unsatisfactory delivery experience in the future. f.Our f.Our new manager, Bert Watson, knows his job depends on prompt deliveries.
Exercises:
我们希望此次特殊的运货能部分弥补给贵方带来 的麻烦。 I hope this special shipment will compensate in part for the trouble we have caused you. 我方已收到您六月十七日的来信, 我方已收到您六月十七日的来信,非常抱歉五月 份财务结算中出现的错误。 We have received your letter of July 17, and regretted the error in the statement of account for May.
Exercises:
如发现确是我方地毯质量低劣, 如发现确是我方地毯质量低劣,我们愿意承担一 切责任。 If it is found that the quality of our carpet is inferior to the samples, we are willing to take all responsibility. 对于这一严重错误, 对于这一严重错误,我方深表歉意。 We wish to express our deepest regret over the serious mistake.
Exercises:
我们很理解你对这件事情的关注,我保证今后会 我们很理解你对这件事情的关注, 给贵方安全发货。 We understand your concern about the matter and guarantee the safe delivery of your order in the future. 希望此事不会影响您对本公司的良好印象。 I hope this matter will not affect your good opinion about us.
Exercises:
On receiving a letter of claim one must analyze and investigate in detail whether the claim is justified and within his of her responsibilities for compensations. 收到索赔信时首先要详细地分析和调查这个索赔 是否合理,是否在你赔偿责任范围之内。
Exercises:
The industrial dispute is indeed something unexpected and we have little control over it. Therefore we should not be held legally liable on the matter. 工厂罢工的却是我们无法预料的,而且我们也无 法控制,所以我们不应该对此事负法律责任。
Exercises:
However, the goods were inspected by the prestigious ABC Inspection Company here two days before loading, and the goods were loaded onto the carrying vessel in perfect condition, which is shown by the Inspection Certificate and the clean B/L attached. 该货物是在装船两天前由声望很高的ABC ABC商检公 该货物是在装船两天前由声望很高的ABC商检公 司检验的,商检证书和清洁提单都表明货物装船 时是完好的。
Writing a letter
Situation: The office bought a photocopier last week. But it didn’t work. Ms. Zhang returned it to the store but failed to get the money back. So she wrote a complaint letter to Mr. Black, manager of the store. Suppose you were Mr. Black, Write an adjustment or letter to comfort your customer and offer reasonable solutions.
Write a letter
Your company has received a letter from ABC Company complaining about the shipment of wrong amount of goods and inferior materials (reference order 9835/E). sizeThey ordered 100 size-36coats (model no. 1
  34), but only received
  10. Besides, the color of the coats was not consistent . Write an adjustment letter to comfort your customer and offer reasonable solutions.
Dear sirs: I would like to apologize for the error made by our company in supplying your order (9835/E) dated August 7, 20
  06. sizeYou order 100 size-36 coats (model no. 1
  34) and our dispatch office sent only
  10. This was due to an invoicing mistake. You also informed us that the color of the coats that you did receive was not consistent. You said that the colors of different coats were slightly different shades of blue, some being more of a green color.
We have told our clerk to be more careful with invoicing. We have also complained to the factory about the colors. We have dispatched 100 new garments by express carrier. They should arrive by Monday September 11, 20
  06.To show our goodwill, we would like to offer you a 10% discount on your next order with us. We look forward to receiving your further orders, and assure you that they will be filled promptly. Yours truly, Alice He
 

相关内容

商务英语写作第六章

   商务英语写作 Chapter Six Adjustments and refusals 1.What are the steps in dealing with complaints? Acknowledge receipt of a complaint letter Yes Apologize for the error Admitting responsibilities Explaining briefly the fault Your fault No Regretting for ...

商务英语写作教学大纲

   《商务英语写作》教学大纲 一、课程说明 1.课程代码:307052151-307052161 2.课程中文名称:商务英语写作 3.课程英文名称:Business English Writing 4.总学时数:72 5.学分:4.5 6.适用专业:商务英语高职专业一、二年级学生 7.本课程的性质、地位和作用 本课程是商务英语高职专业的语言类专业基础课。 它通过指导学生写作实 践训练培养和提高学生的的书面交往能力。 该课程的教学分两个学期完成。 第一学期以基础写作技巧介绍和能力训练 为教学的主要 ...

商务英语写作-介绍公司

   介绍公司 介绍公司 介绍公司Introducing a company 介绍公司 感谢您多我公司的垂询。 感谢您多我公司的垂询。 Thank you for inquiring about our company. 我们是中国最大的医疗设备出口商之一。 我们是中国最大的医疗设备出口商之一。 We are one of China’s largest exporters of medical devices. 非常感谢您对你我公司的关注。 非常感谢您对你我公司的关注。 Thank ...

英语写作

   英语写作 浙江师范大学外国语学院 English Writing Fu Anquan Foreign Languages Colleges Zhejiang Normal University 英语写作教学大纲 一,课程性质,目的和对象 英语写作基础是英语专业的一门理论与 实践相结合的课程.目的是培养学生逻 辑思维的能力,养成严谨,规范的英语 写写作习惯,不断提高写作水平,为今 后进一步学习英语打下较为坚实的基础. 其对象是英语专业二年级学生. 二,本课程考查的能力,层次与要求 1,识记能力 ...

商务英语写作第二章

   商务英语写作 Chapter two Structure and Style of business letters 1. Letter Structure and Placement 1.Letterhead 3.Inside Address 5.Salutation 7.body 9.Signature 11.Enclosure 2.Date 4.Attention Line 6.Subject Line 8.Complimentary Close 10.Reference Initia ...

商务英语写作第九章

   商务英语写作 Chapter Nine Reports Most common letters: The inquiry letter The acknowledgement letter The response letter The complaint letter The adjustment letter The application letter The acceptance letter What are the needs of the people ……? Report t ...

商务英语写作第五章

   Chapter 5 Invitations and Thank-you Letters Main Contents of Invitation 1. Invite the reader to the gathering. 2. Offer a reason for the gathering. 3. Give the date, time, and place of the gathering. (R.S.V.P. or Regrets Only ) 外语教学与研究出版社 Useful Ex ...

商务英语

   Business English Certificate 剑桥商务英语 主讲教师: 主讲教师 Susan Unit 1 World of Work Lesson 2 What does your work involve? Objectives By the end of this lesson, you will be able to know: 1. some usual positions in a company 2. how to describe the responsibili ...

商务英语

   商务英语常用口语 1 Do I have to make a reconfirmation? 我还要再确认吗? 2 Is there any earlier one? 还有更早一点的吗? 3 Could you tell me my reservation number, please? 请你告诉我我的预订号码好吗? 4 Can I get a seat for today's 7:00 a.m. train? 我可以买到今天上午 7 点的火车座位吗? 5 Could you change ...

商务英语

   考试常用口语 1 Do I have to make a reconfirmation? 我还要再确认吗? 2 Is there any earlier one? 还有更早一点的吗? 3 Could you tell me my reservation number, please? 请你告诉我我的预订号码好吗? 4 Can I get a seat for today's 7:00 a.m. train? 我可 以买到今天上午 7 点的火车座位吗? 5 Could you change m ...

热门内容

新东方英语四级笔记资料

   级资料: 英 语 四 级资料:新东方的笔记资料 在阅读题和词汇语法题中,有这几个词的选项肯定是答案:beyond, entitle, availabel, bargain, lest, except for 在“自然科学”阅读中,有这几个词的选项肯定要排除:all, only, totally, compalatly, unlimiely. 在“态度题”中,有这两个词的选项要排除:indiffrent(漠不关心的) ,subject(主观的) 作文题目强烈推荐-----“网络的利弊” 词汇: ...

2010辽宁高考英语真题

   第一节 单项填空(共 15 小题;每小题 1 分,满分 15 分) 21.?I’ll do the washing-up. Jack, would you please do the floors? ?. A.Yes, please B.No, I don’t C. Yes, sure D. No, not at all 22.There are over 58, 000 rocky objects in space, about 900 of which could fall down o ...

2007--2010历年英语六级考试真题

   2010 年 6 月六级英语试卷 Part I Writing (30 minutes) Directions: For this part, you are allowed 30 minutes to write a short essay entitled On the Importance of a Name. You should write at least 150 words following the outline given below. 1. 有人说名字或名称很重要 2. ...

高考英语定语从句及高考考点分析

   定语从句及相关术语 1.定语从句:修饰一个名词或代词的从句称 定语从句: 定语从句 为定语从句, 一般紧跟在它所修饰的先 为定语从句 , (一般紧跟在它所修饰的先 行词后面. 行词后面.) 2.关系词 引导定语从句的关联词为关系词 关系词:引导定语从句的关联词为关系词 关系词 关系词有关系代词 关系副词. 关系代词和 关系词有关系代词和关系副词. 关系代词有 关系代词有that, which, who, whom, whose, as等; 等 关系副词有 关系副词有where, when, ...

中考英语复习: 初中生必备句型??动词句型

   二、动词句型 1.系动词 be+表语 说明:该句型中的表语可以由名词、代词、形容词、现在分词、过去分词、副词、介词短 语、不定式、动名词等充当。例如: He is a student.他是学生。(名词) It’S me.是我。(代词) The sun is red.太阳红。(形容词) This novel is very interestin9.这故事很有趣。(现在分词) He is very excited.他很兴奋。(过去分词) They are downstairs.他们在楼下。(副词 ...