英文投訴與索賠教案

1、Business letters：投訴與索賠信函Part ：Brief Introduction日常商務(wù)活動(dòng)中，當(dāng)顧客對(duì)商品的質(zhì)量或售后服務(wù)等不滿時(shí)，或者當(dāng)買賣雙方因?yàn)槟骋环轿茨芎芎玫芈男泻霞s，因貨物缺損、逾期裝運(yùn)、規(guī)格不符等情況造成另一方的麻煩或損失時(shí)，受損方可以使用投訴與索賠函要求責(zé)任方采取補(bǔ)救措施或賠償。投訴與索賠函的內(nèi)容應(yīng)清楚、有理，語(yǔ)氣要簡(jiǎn)潔、堅(jiān)決，但要避免過(guò)激言辭，要明確提出解決方法。投訴與索賠函的主要內(nèi)容一般包括：1. 直接陳述投訴的物品、事件，列舉不滿的事實(shí)、理由以及造成的不良后果；2. 詳細(xì)說(shuō)明投訴的原因和內(nèi)容，具體闡述遭受損失情況；3. 要求對(duì)方給予明確答復(fù)，并采取補(bǔ)救措施

2、，或直截了當(dāng)?shù)靥岢鲎约阂蟮难a(bǔ)救措施；4. 表示相信對(duì)方能夠公正合理地解決問(wèn)題，并表達(dá)希望盡快解決問(wèn)題的強(qiáng)力愿望。Part ：Sample ReadingSample 1For Delay in Shipment（由于發(fā)貨延遲而抱怨）Dear Sirs,The furniture we ordered from you should have reached us a week ago. Needless to say, the delay in delivery has put us to great inconvenience .It is therefore imperative tha

3、t you dispatch them immediately. Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.Please look into the matter as one of urgency and let us have your reply as early as possible. Yours faithfully, John Thomas親愛(ài)的先生們：我方從貴方訂購(gòu)的家具應(yīng)于一星期前收到。不用說(shuō)，發(fā)貨的延遲給我方帶來(lái)了很大的不便。因此，貴方必須立即發(fā)貨，否則我

4、們將被迫取消訂單，到另處訂貨。請(qǐng)緊急處理此事，并盡快告知結(jié)果。Sample 2For Poor-Packing（由于包裝不妥提出索賠）Dear Sirs,We are writing to inform you that the toys covered by our order No.519 arrived in such an unsatisfactory condition that we have to lodge a claim against you. It was found upon examination that 10%of them are broken and some

5、 are badly scratched, obviously due to the improper packing. Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost. This is the amount by which we propose to reduce our selling price.If you cannot accept it, we shall have to

6、return them for replacement. Sincerely yours, John Thomas親愛(ài)的先生們：我們寫信通知貴方，519號(hào)訂單玩具已收到，但貨物狀況很不令人滿意，故我們不得不提出索賠。經(jīng)檢查，我們發(fā)現(xiàn)有10%的貨物破損，而且一些也有嚴(yán)重磨損現(xiàn)象。很明顯，這是由于包裝不妥造成的。因此，我們無(wú)法以原價(jià)售出貨物。建議貴方依照發(fā)票金額給予20%的折扣，這是我們所建議降低的售價(jià)額度。如果貴方無(wú)法接受，我們將不得不退貨，要求替換。Sample 3For Damage of Goods（由于貨物損壞而抱怨）Dear Sirs,Our order No.JT-8 The gla

7、ssware you supplied to our order of 3rd July was delivered by the shipping company this morning. The 160 cartons containing the goods appeared to be in perfect condition. But when I unpacked them with great care, I regret to report that 10 cartons of glassware badly cracked.We trust you can understa

8、nd that we expect the compensation for our damaged goods. Yours faithfully, John Thomas親愛(ài)的先生們：訂單JT-8號(hào)我方于7月3日從貴處訂購(gòu)的玻璃器皿已于今早貨運(yùn)公司送到。裝有貨物的160個(gè)紙箱完好無(wú)損。但當(dāng)我們小心打開(kāi)檢查時(shí)，發(fā)現(xiàn)有10箱玻璃器皿嚴(yán)重破損。相信貴處能理解我方要求對(duì)損壞貨物進(jìn)行賠償。Sample 4For In-comformity（由于貨物不符而抱怨）Dear Sirs,On March 12, we ordered 1,200 shirts size 42. But unfortunate

9、ly, we received completely different articles-children clothes today .We can only presume that a mistake was made and the children clothes were for another order.As I have several customers waiting, please arrange for the replacements at once. Faithfully yours, John Thomas親愛(ài)的先生們：三月十二日我訂購(gòu)了一千二百件四十二號(hào)男式

10、襯衣。但不幸的是，今天我們收到了完全不同的貨物兒童服裝。我們想貴方一定搞錯(cuò)了，兒童服裝是另一份訂單。由于有幾位客戶在等貨，故請(qǐng)貴方立即安排更換貨物。Sample 5For Unacceptable Substitute（由于無(wú)法接受替代物而抱怨）Dear Mr. Cliff,During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy，specifying the hard back binding .But both time you sent me pape

11、r-back binding because you were out of stock on the hard-back.Fortunately, I am still selling a few of the paper backs, but more and more customers ask for the hard-back ones.（At least two of our competitors have this reference book in hard-back in our cities）.Enclosed is my order for 75 copies of T

12、he Handy Desk Companion in hard-back. Please do not, under any circumstances, send me anything else. I have plenty of the paper-back in stock. Very sincerely yours, John Thomas親愛(ài)的克里夫先生：在過(guò)去的三個(gè)月中，我兩次向貴方訂購(gòu)了相當(dāng)數(shù)量的由羅伊所著的便利的辦公伙伴一書，指定需要精裝本。但貴方由于精裝本缺貨，兩次寄給我的都是平裝本。值得慶幸的是，我仍賣出一些平裝本，但越來(lái)越多的顧客索要精裝本。（本對(duì)少有兩家競(jìng)爭(zhēng)者出售此書

13、的精裝本）。隨信寄上訂單，購(gòu)買75本便利的辦公伙伴精裝本。請(qǐng)無(wú)論如何，不要寄給我其它替代物。我現(xiàn)已大量平裝本的庫(kù)存。 Sample 6For Short-weight（由于短重而要求索賠）Dear Sirs,We have just received the Survey Report from Shanghai Commodity Inspection Bureau evidencing that all drums of apple juice weigh short by form 1 to 5 kilogram, totaling 300 kilogram. As the d

14、rums were intact, it is obvious that apple juice was short weight before shipment. Under such circumstances, we have to file a claim against you to the amount of RMB 850 plus inspection fee.We are enclosing the Survey Report No. TE（95）115 and looking for ward to your settlement at an early date. You

15、rs faithfully.John Thomas親愛(ài)的先生們：我方剛剛收到上海商檢局的檢驗(yàn)報(bào)告，證明所有蘋果汁每桶少一至五公斤,總共減少三千公斤。由于果汁完好無(wú)損，顯而易見(jiàn)，蘋果汁估裝運(yùn)前就不夠重量。在這種情況下，我方不得不向貴方提出八百五十元人民幣的索賠，另加檢驗(yàn)費(fèi)用。現(xiàn)隨信附上第TE（95）115號(hào)商檢報(bào)告，希望早日解決這一問(wèn)題。Part ：Useful Expressions & Sentence Patterns1. I am writing for a replacement of the dictionary included. 特函要求替換隨信寄去的字典。 2. Wou

16、ld you please correct your shipment by sending the order No. 2530 by the first available vessel? 請(qǐng)把我方2530號(hào)訂單項(xiàng)下的貨物用第一艘可訂到倉(cāng)位的貨船運(yùn)來(lái)，以糾正你方發(fā)貨錯(cuò)誤。3. It would be highly appreciated if you could look into the personal computers, which should have reached our destination two weeks ago. 我方訂購(gòu)的個(gè)人電腦應(yīng)在兩周前到貨，請(qǐng)查詢有關(guān)交貨

17、情況。 4. We feel it necessary to inform you that your last delivery of our order is not up to the usual standard. 我們有必要通知你們上次交貨達(dá)不到通常標(biāo)準(zhǔn)。 5. Upon inspection, it was found that the total content had been short-delivered by 1.5 tons. 經(jīng)檢驗(yàn)，這批貨短交了1.5噸。 6. On comparing the goods received with the sample suppl

18、ied, we were sorry to notice the great differences in the designs of the machines. 比較收到的貨物和樣品，發(fā)現(xiàn)機(jī)器在設(shè)計(jì)上有很大的差異，甚感遺憾。 7. After having the boxes examined we found that they were not strong enough forlong distance delivery. 經(jīng)檢查，我們發(fā)現(xiàn)箱子不夠堅(jiān)固，不宜做長(zhǎng)途運(yùn)貨之用。 8. It is regrettable to see that the chemical content o

19、f Item 022 is not up to thepercentage contracted. 很遺憾，022項(xiàng)貨所含的化學(xué)成分沒(méi)達(dá)到合同規(guī)定的百分比。 9. There is a discrepancy in colors between the received materials and the samples.收到的材料和樣品顏色不同。 10. While placing our order we emphasized that any delay in delivery would definitely add to the cost of the goods. That is

20、why we have to raise a claim on refunds for the loss incurred. 訂貨時(shí)，我們已強(qiáng)調(diào)任何交貨延遲將無(wú)疑增加貨物的成本。故此，我們必須索回由此產(chǎn)生的損失費(fèi)。Part ：Exercises專項(xiàng)練習(xí)1投訴貨物與樣品不符內(nèi)容：敬啟者：感謝您寄來(lái)本公司于11月24日訂購(gòu)的唐裝。然而，我沒(méi)希望您注意下列幾點(diǎn)：1. 布料的顏色與原樣不符。2. 所附的紅色腰帶跟服裝不配。我們已另件寄上其中兩件服裝，并希望您更換正確顏色的全部貨品。有關(guān)運(yùn)費(fèi)一事，我們同意加付空運(yùn)多出來(lái)的費(fèi)用。同時(shí)，因?yàn)榭者\(yùn)的包裝雞保險(xiǎn)費(fèi)較低，故請(qǐng)您考慮負(fù)擔(dān)空運(yùn)費(fèi)用的一部分。請(qǐng)及時(shí)告知貴

21、公司對(duì)此事的處理意見(jiàn)。                                 敬上參考作文：Dear Sir:Thank you for your delivery of Chinese style costumes which we ordered on Novemb

22、er 24. However, we wish to invite your attention to the following points:1. The color of the clothes are dissimilar to original sample.2. The supplied red belt does not match the suits.We are returning two of these by separate mail, and would ask you to replace the whole in correct color. Concerning

23、 the airfreight, we agree to pay extra costs for airfreight. However, your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to bear some part of the airfreight charges.Please let me know immediately your opinion on these

24、matters.                                                

25、0;                                           Yours faithfully專項(xiàng)練習(xí)2投訴物品質(zhì)量欠佳有些商家是秉承“售出概不退換”的

26、原則的。如果偏偏在這樣的商家買的東西出了問(wèn)題，該怎樣去爭(zhēng)取理賠呢？我們看看下面這位客戶是怎樣爭(zhēng)取讓商家給他換有毛病的絲巾的吧。Dear ManagerWhile working in China for the past three years, I had always purchased gifts from the Friendship Gallery for my Canadian friends. The quality and value had always been more than I could reasonably expect, and I have often re

27、commended you store to others.Last autumn, I was back in Canada, but I did not forget to mail-order some charismas gifts from your usual annual Fall Sales. After examining the gifts supplied to my order of November 2, I found that there was a distinct hole in the middle of one of the silk scarves. A

28、lthough I remember that you apply a no-return policy to this kind of merchandise, I sent this silk scarf in a separate mailing yesterday so that you may see the damage for yourself. When you receive it I am sure that you will share my surprise and dismay.I understand from my past experience with the

29、 Friendship Gallery that this is an unusual situation. Will you kindly reconsider your no-return regulation with one of your loyal customers and replace the above mentioned silk scarf by mailing another one？ I would be delighted to have it and present it to my friend for Christmas.Yours sincerely

30、60;在信的開(kāi)頭，客戶先是贊揚(yáng)了商家的產(chǎn)品，并表示自己是他們的忠實(shí)客戶。這些話都有利于建立一個(gè)良好的對(duì)話情景。然后詳細(xì)解釋貨品的損害，以求得到讀者的同情和支持。最后，通過(guò)道義的力量力爭(zhēng)得到商家的賠償。專項(xiàng)練習(xí)3Directions: This part is to test your ability to do practical writing. You are required to write a letter of complaint (投訴信) according to the following information given in Chinese. 假設(shè)你叫陳宏，上月去北京旅

31、游時(shí)，在一家商店買了一架數(shù)碼照相機(jī)，并在北京拍了很多照片?；丶液笙雽⒄掌瑢?dǎo)出，卻發(fā)現(xiàn)復(fù)制的時(shí)間非常長(zhǎng)，最終也無(wú)法將照片導(dǎo)出，因此十分惱火。今天（2006年6月28日）給商店寫信投訴，并寄回相機(jī)，要求修理并給予適當(dāng)賠償。Business letters：理賠與拒絕信函Part ：Brief Introduction理賠與拒絕函用于答復(fù)顧客或買主的投訴與索賠函。當(dāng)收到投訴或索賠函時(shí)，首先應(yīng)調(diào)查情況是否屬實(shí)，然后再根據(jù)實(shí)際情況作出及時(shí)、迅速、合理和明確的答復(fù)。如投訴內(nèi)容屬實(shí)，應(yīng)禮貌地答復(fù)并承認(rèn)錯(cuò)誤，表示會(huì)盡快采取補(bǔ)救措施；如不屬實(shí)，也應(yīng)禮貌地答復(fù)并加以澄清。理賠與拒絕函的主要內(nèi)容一般包括：1. 重述

32、對(duì)方投訴的內(nèi)容或事實(shí)；2. 如投訴內(nèi)容屬實(shí)，應(yīng)禮貌地表示歉意并承認(rèn)錯(cuò)誤；如情況不屬實(shí)，則應(yīng)禮貌地予以澄清；3. 如投訴內(nèi)容屬實(shí)，應(yīng)陳述造成對(duì)方損失的客觀原因，提出補(bǔ)救措施，或?qū)ν对V人的補(bǔ)救請(qǐng)求給予明確答復(fù)；如情況不屬實(shí)，則應(yīng)禮貌地拒絕或提出其他建議；4. 再次表達(dá)歉意，希望得到原諒，并恢復(fù)或保持正常的貿(mào)易關(guān)系。Part ：Sample ReadingSample 1回復(fù)投訴貨物與樣品不符Dear Sir,We have read carefully your letter of complaint on the discrepancy of the goods with the origina

33、l sample. This was apparently caused by the oversight of our production department. Please allow us to offer an apology for your inconvenience.We are sending you a new lot by air at once, and would ask you to return the faulty good at your convenience with freight forward or you may keep them for sa

34、le at a reduced price of 30% discount.You are perfectly right in saying that packing and insurance are normally less for air cargo. However we remind you that your request to send the goods by air was made at very short notice, It was impossible for us to use the lighter airfreight packing materials

35、. Furthermore, our insurance is on open policy, and depends on the value of the goods, not on the method of transportation.We look forward to receiving your remittance we due.                     

36、;                                                  

37、;               Your sincerely敬啟者：我們已經(jīng)認(rèn)真讀過(guò)您投訴本公司貨物與原樣不符的來(lái)函。顯然，這是由本公司生產(chǎn)部門的疏忽所導(dǎo)致，敬請(qǐng)接受我們的歉意。本公司已將新貨物空運(yùn)，煩請(qǐng) 在您方便的時(shí)候見(jiàn)錯(cuò)誤的貨物寄回，運(yùn)費(fèi)在貨物抵達(dá)時(shí)有我方支付。您也可以將此貨物留下來(lái)銷售，本公司愿意給您30%的折扣?？者\(yùn)貨物的包裝和保險(xiǎn)費(fèi)通常較低，您的說(shuō)法完全正確。但是我們要提醒您，您對(duì)貨物空運(yùn)的要求來(lái)的太突然，我們來(lái)不及用較輕的空運(yùn)包裝材料。另外，我

38、們的保險(xiǎn)為預(yù)約保險(xiǎn)單，是根據(jù)貨物的價(jià)值而不是根據(jù)運(yùn)輸?shù)姆绞酵侗５?。希望屆時(shí)能收到您的匯款。                                          

39、60;                                       敬上Part ：Useful Expressions & Sentence Patterns1. We have read careful

40、ly your letter of complaint o the discrepancy of goods with the original sample.2. If it is not found that, we are willing to take all the responsibilities.3. We have looked into the matter and find that your claim is perfectly justified.4. The compensation should be exceed, otherwise this case will

41、 be submitted to arbitration.5. We have shipped the replacement goods and we trust that this will insure your satisfaction.6. We certainly agree to the special allowance of 10% discount on the invoiced cost which you suggest.7. Its hard to account for such an error, and the only excuse I can offer i

42、s that 8. We will do our best to prevent any reoccurrence of this sort of error.9. We would like to ask you for patience and understanding as we work to solve your problem.10. We hope this matter will not affect your good opinion of us.11. We extend our apologies for the inconvenience this matter ha

43、s caused you.12. It is very surprising and regrettable to us that these problems have occurred and cause you so much trouble.13. We regret the need for you to write to us and guarantee the safe delivery of your orders in future.Part ：Exercises專項(xiàng)練習(xí)對(duì)于抱怨、索賠信函，最得要的是給予及時(shí)、迅速和明確的答復(fù)。若問(wèn)題出現(xiàn)確屬自己的責(zé)任，應(yīng)立即設(shè)法糾正或謀求解

44、決的方法，保持同客戶友好的合作關(guān)系；若一時(shí)沒(méi)有定論，也應(yīng)先回復(fù)來(lái)信，告知對(duì)方正在調(diào)查，設(shè)法彌補(bǔ)；萬(wàn)一遇到不合理的要求應(yīng)心平氣和、態(tài)度禮貌指明，以求給對(duì)方留下良好印象，促使問(wèn)題盡快解決。此類信件大致可以分成以下兩類：1）Accept the Customers Request and Apologize (接受顧客要求并致歉)在商業(yè)往業(yè)中，無(wú)論怎樣的小心為客戶服務(wù)，總不免出現(xiàn)失誤。然而，失誤本身并不可恥，重要的是勇于承認(rèn)并誠(chéng)心致謙。書寫此類解決投訴信件時(shí)應(yīng)注意： 首先道謙，并說(shuō)明正在采取或準(zhǔn)備采取的糾正失誤的措施； 若有可能，說(shuō)明產(chǎn)生失誤的原因； 不要保證以后再不失誤，出錯(cuò)是難免的，僅僅說(shuō)明將盡

45、可能減少失誤率。 主動(dòng)、樂(lè)觀、禮貌地結(jié)束信件。希望失誤能被原諒，并恢復(fù)正常貿(mào)易關(guān)系。A.Dear Mr. Barrett,The lathes you ordered are on the truck and should be your place on Friday of this week.When I investigated the matter, I was astounded to learn that original goods were sent to another customer. Its hard to account for such an error, and

46、the only excuse I can offer is that weve had several part-time warehouse people this month to fill in for some of the regular crew who are on vacation. I hope, Mr. Barrett, that this special shipment will compensate in part for the trouble we have caused to you. Please forgive us for our delay of sh

47、ipment.Sincerely yours,親愛(ài)的巴雷特先生： 您所訂購(gòu)的車訂床現(xiàn)已裝上卡車，將于本周五運(yùn)至貴處。 當(dāng)我調(diào)查此事時(shí)，我吃驚地發(fā)現(xiàn)您原先的貨物竟被發(fā)給了另一個(gè)客戶。對(duì)于這一失誤我難以解釋，唯一可提供的理由是本月我方雇用了幾名兼職的倉(cāng)庫(kù)人員來(lái)代替正在休假的正式員工。 巴雷特先生，我希望此次特殊的運(yùn)貨能部分補(bǔ)給你方帶來(lái)的麻煩。請(qǐng)?jiān)徫曳桨l(fā)貨延遲。 B Dear Mr. Thomas, Your Order No.578 We are very sorry to learn from your letter of 15th August that the cameras suppli

48、ed to the above order were damaged when they reached you .We certainly agree to the special allowance of 10% discount on the invoiced cost which you suggest . To avoid future inconvenience and annoyance to customers, as well as expense to ourselves, we are now seeking the advice of a packing consult

49、ant and hope the able to suggest improvements in our methods of packing. We regret the need for you to write to us and guarantee the safe delivery of your orders in future. Yours faithfully, 親愛(ài)的托馬斯先生：貴方578號(hào)訂單從貴方八月十五日信函得知，上述訂單所訂購(gòu)的照相機(jī)在運(yùn)至貴方時(shí)有所毀壞。我深表抱歉。我方當(dāng)然同意貴方建議，依照發(fā)票金額給予10的折扣。為避免今后給客戶帶來(lái)不便和煩惱，同樣也為了減少我們的

50、損失，我方現(xiàn)咨詢一位.顧客問(wèn)，尋求饈方法的改進(jìn)措施。非常抱謙讓貴方不得以寫信通知我方，并保證今后能為貴方安全發(fā)貨。C. Dear Mr. Smith, With reference to your letter of 6th September, in which a claim was lodged for a short delivery of 500 silk-carpets, we wish to express our deepest regret over the serious mistake.The mistake is entirely our own. It occurre

51、d as a result of staff shortage during the busy season and the fact that the number of goods is not counted carefully. We will make payment by remittance for $382. 00, the amount of claim, upon receipt of your agreement.Its embarrassing to cause inconvenience to any customer, but unforgivable when t

52、hat customer is so highly valued as you. Red-face and contrite, I ask your indulgence and offer you my personal assurance of better service in the future.With best regards,親愛(ài)的史密斯先生： 關(guān)于貴方九月六日信中要求對(duì)短缺五進(jìn)件絲毯進(jìn)行索賠一事，我方深表遺憾，非常抱歉出現(xiàn)這一嚴(yán)重失誤。 失誤的造成完全是我方的原因。在此銷售旺季，由于員工短缺，未能仔細(xì)清點(diǎn)貨物數(shù)量。如貴方同意，我方將電匯索賠金額382狀元。 給顧客帶來(lái)不便是很

53、令人窘迫的，尤其是給像您這樣重要的客戶帶來(lái)不便是無(wú)法求得諒解。我羞愧而懊悔地請(qǐng)貴方包容這一失誤，并保證今后提供更優(yōu)質(zhì)的服務(wù)。 D. Dear Sirs, We are in receipt of your letter of 20th June, and regret the error in the statement of account for May .When this statement was made up, it was not noticed that two items had been crossed off in invoice L903, with the resu

54、lt that you were overcharged by US $ 154.We enclose credit note for the above sum so that you may deduct it from the total before sending off your remittance. We apologize once again for the error. Yours faithfully, 親愛(ài)的先生們： 我方現(xiàn)已收到您六月二十日來(lái)信，非常抱歉五月份財(cái)務(wù)結(jié)算中出現(xiàn)的錯(cuò)誤。在結(jié)算中，我方疏忽了L903號(hào)發(fā)票已刪去兩項(xiàng)，導(dǎo)致多收您154美元。 隨函附上上述款項(xiàng)

55、的信用票據(jù)，您在電匯以前，可先減去此部分金額。 再次對(duì)我方工作中的失誤表示抱歉。 E. Dear Mr. Osler, I was distressed to receive your March 10 letter about the curtness of our sales representative. I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You

56、happened to telephone him on his final day. I can only imagine he felt little sense of responsibility and allowed himself to argue with you. I apologize for his behavior .There is no corrective action I take, since he no longer works here. However, we have intensified the training and supervision of

57、 our sales staff. Im sure you will find them courteous, knowledgeable, and helpful in future. I hope this matter will not affect your good opinion about us.Yours faithfully,親愛(ài)的奧勒先生： 從您三月十日來(lái)函獲知我公司銷售代表敷衍草率，我深感苦惱。本公司到新行業(yè)工作。碰巧您打電話是他最后天上班。我只能想象，他當(dāng)時(shí)任責(zé)心不強(qiáng)，竟然同您發(fā)生爭(zhēng)吵。 對(duì)他的行為我深表抱歉。我無(wú)法采取行動(dòng)加以糾正，因?yàn)樗巡辉龠@里任職。 然而，我們已加強(qiáng)對(duì)銷售人員的教