商務(wù)英語(yǔ)寫(xiě)作Adjustments and refusals

1、商務(wù)英語(yǔ)寫(xiě)作商務(wù)英語(yǔ)寫(xiě)作 _Chapter Six Adjustments and refusals1.What are the steps in dealing with complaints? Acknowledge receipt of a complaint letterYour faultYesNo Apologize for the errorAdmitting responsibilitiesExplaining briefly the faultRegretting for dissatisfactionExplaining for rejectionRejecting tac

2、tfullyProposing to solve the problemOffering specific solutionDirecting to third partyConcluding by keeping the goodwill1.What are the steps in dealing with complaints?Adjustment letters: Adjustment letters: Correct the mistake Correct the mistakeRefusal letters:Refusal letters: Say no and maintain

3、goodwill Say no and maintain goodwill 2.The general plan for adjustment lettersYou grant an adjustment and correct an error, which is a piece of happy news and positive situation. 1.1.Begin directly Begin directly with the good news. with the good news.2.Incidentally2.Incidentally（順便地）（順便地）identify

4、the identify the correspondence that you are correspondence that you are answering .answering .3. Avoid negatives that recall the problem.3. Avoid negatives that recall the problem.4. Regain lost confidence through 4. Regain lost confidence through explanation or actionexplanation or action5.End wit

5、h a friendly, positive comment. 5.End with a friendly, positive comment. 3.The general plan for refusal lettersIndirect order to convey a bad news message.Indirect order to convey a bad news message.1. Begin with words that indicate response to the 1. Begin with words that indicate response to the r

6、equest and are neutral as to the answer, and request and are neutral as to the answer, and set up the strategy.set up the strategy.2. Present your justification or explanation, using 2. Present your justification or explanation, using positive language and you-viewpoint.positive language and you-vie

7、wpoint.3. Refuse positively.3. Refuse positively.4. End with adapted, goodwill comment.4. End with adapted, goodwill comment. Useful notes:回避責(zé)任回避責(zé)任 evade responsibilityevade responsibility挑錯(cuò)挑錯(cuò) find fault withfind fault with得到賠償?shù)玫劫r償 to cover a loss fromto cover a loss from撤消投訴撤消投訴 withdraw a claim wi

8、thdraw a claim 提供證據(jù)提供證據(jù) provide proofs provide proofs 商業(yè)文件商業(yè)文件 business documentbusiness document合同條款合同條款 contract clausescontract clauses1). The Opening The first paragraph you should start with The first paragraph you should start with acknowledging the complaint or delivering the acknowledging th

9、e complaint or delivering the good new.good new.We have received your complaints of, We have received your complaints of, referring to your order No.XXXreferring to your order No.XXXThank you for bringing us attention to the Thank you for bringing us attention to the matter ofmatter ofshould reach y

10、ou in three daysshould reach you in three days2). The body The body should focus on your The body should focus on your actions actions and and decisions about the complaint.decisions about the complaint.I have checked with the transporters, and I have checked with the transporters, and they inform m

11、e thatthey inform me that According to our recordsAccording to our recordsHaving checked with our suppliers, it is Having checked with our suppliers, it is clear thatclear that2). The bodyThe body should focus on your actions and The body should focus on your actions and decisionsdecisions about the

12、 complaint. about the complaint.I really must apologize for the I really must apologize for the inconvenience which has been caused.inconvenience which has been caused.We will deduct anotherWe will deduct anotherpercent of the bill percent of the bill for the misunderstanding.for the misunderstandin

13、g.To compensate theTo compensate the, we would, we would3).The ClosingExpress goodwill.Express goodwill.Thank you for allowing us to serve your Thank you for allowing us to serve your pany.Thank you for your comments and Thank you for your comments and suggestions onsuggestions onI hope this acciden

14、t wonI hope this accident wont keep you fromt keep you from Exercises: Rearrange the sentencesa a. . Please accept our apologies for the delay.Please accept our apologies for the delay.b.b. The mistake has been corrected and will never occur The mistake has been corrected and will never occur again.

15、again.c. c. Our internal research has uncovered a bottleneck in Our internal research has uncovered a bottleneck in our fulfillment procedures.our fulfillment procedures.d.d. Thank you for your letter of December 10th regarding Thank you for your letter of December 10th regarding your order of the c

16、hinaware.your order of the chinaware.e. e. Therefore, we have delayed several shipments, Therefore, we have delayed several shipments, including yours.including yours.f. f. Your order has now been ranged and shipped.Your order has now been ranged and shipped. Please contact me if I can offer any hel

17、p.Please contact me if I can offer any help.d c e b f a gd c e b f a gExercises:我們希望此次特殊的運(yùn)貨能部分彌補(bǔ)給貴方帶來(lái)我們希望此次特殊的運(yùn)貨能部分彌補(bǔ)給貴方帶來(lái)的麻煩。的麻煩。I hope this special shipment will compensate in I hope this special shipment will compensate in part for the trouble we have caused you.part for the trouble we have cause

18、d you.我方已收到您六月十七日的來(lái)信我方已收到您六月十七日的來(lái)信, ,非常抱歉五月非常抱歉五月份財(cái)務(wù)結(jié)算中出現(xiàn)的錯(cuò)誤。份財(cái)務(wù)結(jié)算中出現(xiàn)的錯(cuò)誤。We have received your letter of July 17, and We have received your letter of July 17, and regretted the error in the statement of account regretted the error in the statement of account for May. for May. 如發(fā)現(xiàn)確是我方地毯質(zhì)量低劣如發(fā)現(xiàn)確是我方地毯質(zhì)

19、量低劣, ,我們?cè)敢獬袚?dān)一我們?cè)敢獬袚?dān)一切責(zé)任。切責(zé)任。If it is found that the quality of our carpet is If it is found that the quality of our carpet is inferior to the samples, we are willing to take inferior to the samples, we are willing to take all responsibility.all responsibility.對(duì)于這一嚴(yán)重錯(cuò)誤對(duì)于這一嚴(yán)重錯(cuò)誤, ,我方深表歉意。我方深表歉意。We wish

20、 to express our deepest regret over We wish to express our deepest regret over the serious mistake.the serious mistake.我們很理解你對(duì)這件事情的關(guān)注我們很理解你對(duì)這件事情的關(guān)注, ,我保證今后會(huì)我保證今后會(huì)給貴方安全發(fā)貨。給貴方安全發(fā)貨。We understand your concern about the We understand your concern about the matter and guarantee the safe delivery of matter

21、 and guarantee the safe delivery of your order in the future.your order in the future.希望此事不會(huì)影響您對(duì)本公司的良好印象。希望此事不會(huì)影響您對(duì)本公司的良好印象。I hope this matter will not affect your I hope this matter will not affect your good opinion about us.good opinion about us.工廠罷工卻是我們無(wú)法預(yù)料的，而且我們也無(wú)工廠罷工卻是我們無(wú)法預(yù)料的，而且我們也無(wú)法控制，所以我們不應(yīng)該對(duì)

22、此事負(fù)法律責(zé)任。法控制，所以我們不應(yīng)該對(duì)此事負(fù)法律責(zé)任。The industrial dispute is indeed something The industrial dispute is indeed something unexpected and we have little control over unexpected and we have little control over it. Therefore we should not be held it. Therefore we should not be held legally liable on the matter

23、.legally liable on the matter.該貨物是在裝船兩天前由聲望很高的該貨物是在裝船兩天前由聲望很高的ABCABC商檢公商檢公司檢驗(yàn)的，商檢證書(shū)和清潔提單都表明貨物裝船司檢驗(yàn)的，商檢證書(shū)和清潔提單都表明貨物裝船時(shí)是完好的。時(shí)是完好的。However, the goods were inspected by the However, the goods were inspected by the prestigious ABC Inspection Company here two prestigious ABC Inspection Company here two da

24、ys before loading, and the goods were loaded days before loading, and the goods were loaded onto the carrying vessel in perfect condition, onto the carrying vessel in perfect condition, which is shown by the Inspection Certificate and which is shown by the Inspection Certificate and the clean B/L at

25、tached. the clean B/L attached. Writing a letterSituation:The office bought a photocopier last week. But it didnt 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 adjustm

26、ent or letter to comfort your customer and offer reasonable solutions.Write a letterYour company has received a letter from ABC Company complaining about the shipment of wrong amount of goods and inferior materials (reference order 9835/E). They ordered 100 size-36coats (model no. 134), but only rec

27、eived 10. Besides, the color of the coats was not consistent . Write an adjustment letter to comfort your customer and offer reasonable solutions.Dear sirs:Dear sirs:I would like to apologize for the error made by our I would like to apologize for the error made by our company in supplying your orde

28、r (9835/E)dated company in supplying your order (9835/E)dated August 7, 2006.August 7, 2006.You order 100 size-36 coats (model no. 134) and our You order 100 size-36 coats (model no. 134) and our dispatch office sent only 10. This was due to an dispatch office sent only 10. This was due to an invoic

29、ing mistake. You also informed us that the invoicing mistake. You also informed us that the color of the coats that you did receive was not color of the coats that you did receive was not consistent. You said that the colors of different coats consistent. You said that the colors of different coats were slightly different shades of blue