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-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 ...

国际商务英语写作部分第四章至第六章

   Lesson Four Replies to Inquires A typical answer to an inquiry by letter, fax or phone usually contains the following notes: 1. Thank the customer for their interest in your products; 2. “Sell” your product and explain how it is suitable for your c ...

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 ...

商务英语写作第七章

   商务英语写作 Chapter Seven Sales letters 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 ……? T ...

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 ...

商务英语写作第十章

   商务英语写作 Chapter Ten Business Document 1.What is Contract? International sales and purchases are normally conducted through contracts, which are agreements reached between the two parties during a business transaction. 2 . Six Categories of Internati ...

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

   口语 第一课时 Introduction ?、Why take BEC exams? strong growth rigorous quality control wide suitability wide business context value for study and business career international recognition for work and study ?、What is International Business English? 什么是国 ...

商务英语

   The answer is zero! 白忙了! The dice is cast! 已成定局了! The same as usual! 一如既往! The walls have ears! 隔墙有耳! There you go again! 你又来了! Time is running out! 没有时间了! We better get going! 最好马上就走! Well discuss it later! 回头再说吧! Well find out shortly! 我们很快就知道了! ...

热门内容

英语自我介绍

   第一篇 Hello, it's a pleasure to meet you all. I am Yu Lin Jeng. I am from Shanghai ,China. This is my third trip to the United States, and I really enjoy staying here. I am working for a trading company as an assistant manager in the overseas distrib ...

刍议英语新闻翻译中的东西方文化差异

   彳删Ol弓HE 20100叮ㄏ掳朐拢 熬磐妻 煮 .; 刍议英语新闻翻译中的东西方文化差异 口徐 燕 摘要:本文从文化与语言的关系着手,分析英语新闻翻译中的东西方文化差异及其形成的原因.以期 对新闻译者准确把握文化因素和读者心理.有效提高译文质量有所帮助。 关键词:英语新闻 翻泽文化差异 随着国际交流的日益频繁.英语新闻 以其内容新颖.语言现代,传播的时效性 强,为社会生活提供了获取中外信息的便 捷渠道。但是文化上的差异.尤其是东西 方文化的差异.导致不同文化背景下的人 对于同一新闻报道中的 ...

商务英语句

   1,Would anyone like something to drink bdfore we begin? 在我们正式开始前,大家喝点什么吧? 2,We are ready. 我们准备好了. 3,I know I can count on you. 我知道我可以相信你. 4,Tust me. 请相信我. 5,We are here to solve problems. 我们是来解决问题的. 6,We'll come out from this meeting as winners. 这次 ...

2011年高考英语第一轮单元基础知识复习

   高考英语第一轮单元基础知识复习 词汇 n. 1.担心, 关注2.德语, 德国人3. 权利, 能力4.窗帘5. 伙伴,合伙人6.公路,大路7. 包裹8.手提箱9. 大衣,外套10 十几岁青少年11.提示,尖端,小费12.项目,条款 v. 1.忽视,不理睬2. 打雷3. 交换定居,解决5.痊愈,恢复 6.不同意7. 不喜欢 adj. 1.心烦意乱的2.松散的,松开的3.积满灰尘的4.感激的 adv. 1. 在户外,在野外2.完全地3.确切地 短语 1.合计2.平静,镇定3.不得不,必须4.关心, ...

新目标七年级英语语法

   人教版新目标英语七年级(下)各单元知识概要 Unit 1 Where’s your pen pal from? 一、词组 be from= come form 来自... pen pal=pen friend 笔友 like and dislike 好恶;爱憎 live in….在...居住 speak English 讲英语 play sports 做体育运动 a little French 一些法语 go to the movies 去看电影 an act ...