商务英语课程课件Unit-12-Complaints--Adjustments.ppt

商务英语课程课件Unit-12-Complaints--Adjustments.ppt

《商务英语课程课件Unit-12-Complaints--Adjustments.ppt》由会员分享，可在线阅读，更多相关《商务英语课程课件Unit-12-Complaints--Adjustments.ppt（34页珍藏版）》请在冰豆网上搜索。

LearningObjectivesMakingcomplaintsandclaimsHandlingcomplaintsandclaimsWritinglettersforcomplaintsandadjustmentsFollow-upPracticeFollow-upPracticeWritingTaskWritingTaskWeneedtodiscusssomequestionsaboutwhatwearegoingtolearninthisunit.Sure,thatllhelpusunderstandbetteraboutwhatweareaskedtodo.IntroductoryRemarkInbusiness,ifthebuyercanprovethatitisthesellersresponsibilityforthelossofthegoods,hecanmakeaclaim.Thesellerisobligatedtocompensatethebuyer.Generallyspeaking,claimsarisebecausethewronggoodsmayhavebeendelivered;thequalitymayhavebeenfoundunsatisfactory;theshipmentmayhavebeenfounddamaged,short,missing,late;thepriceschargedmaybeexcessiveornotasagreed.Thereisalsoanotherkindofclaim.Itismadebybuyerswhofindfaultwiththegoodsasanexcusetoescapefromthecontract,eitherbecausetheynolongerwantthegoodsorbecausethattheycangetthemcheaperelsewhere.Ifaclaimhastobemadebythebuyer,themattershouldbeinvestigatedindetailandthesedetailsshouldbelaidbeforethepartycharged.Wemusthandleclaimswiththeprincipleofonthefirstgrounds,toouradvantageandwithrestraintandsettlethemamicablytothesatisfactionofallpartiesconcerned.1.Readthefollowingtipsformakingcomplaints.TipsforEffectiveComplaints1）Complainassoonaspossible.2）Findoutaboutyourlegalrights.Arethereanylawsorregulationsthatcanhelpyou?

3）Payattentiontoallprintedinformationyouhaveaboutthecase,suchasads,brochure,warranty,orotherdocumentthatdescribestheproductorservice4）Talktotherightpeople,intherightorder.5）Beclear.Knowyourfactspreferablybykeepingafilewithallthenecessarydocumentsandusethemtoaskforwhatyouwant.6）Bepolite.Youllgetbetter,andmaybequicker,resultsifyouexplaintheproblemandaskforaresolutionwithoutresortingtoangerorthreats.7）Bepreparedtonegotiaterealistically.8）Keepgoodrecords.Notethenamesofpeopleyoutalkto,aswellasthedates,timesandoutcomesoftheconversations.9）Itsoftenbesttoexplaintheprobleminwriting.10）Alwayskeepacopyofeachletteryouwriteforyourownfiles.2.Discussthefollowingquestions.1）Whichdoyouthinkarethefivemosteffectivecomplainttips?

Why?

2）Whichofthetipsdoyoudisagreewith?

Why?

3）Canyouaddmoretipsasadviceformakingcomplaintsandclaims?

4）Discussinpairsorgroupsthecommoncausesforcomplaintsandclaimsininternationaltradeandexplainwhoshouldbeheldresponsibleforeachcase.5）Whatdocumentsaregenerallyrequiredformakingaclaimagainstaninsurancecompanyorshippingcompany?

InadequatepackingCausesforComplaints&ClaimsNon-deliveryorpart-deliveryGoodsmissingNon-fulfillmentofthecontractDelayeddeliveryWrongdeliveryDamagetothegoodsWrongorinferiorqualityShortageofthegoodsDiscrepanciesinspecificationDelayinopeninganL/CCommoncausesforcomplaintsandclaimsininternationaltradePartiesinvolvedintheclaimandsettlementprocess:

Shipowner;charters;freightforwarders;airlines,inlandtruckingcompanies;railcompanies;shippers;insurancecompaniesPartiesinvolvedininsurance:

Seller,buyer,carrierandinsurer.Documentsgenerallyrequiredformakingaclaimagainstaninsurancecompanyorshippingcompany1.SurveyReport（检验报告）2.CertificateofInspection（检验证书）3.MatesReceipt（大副收据）4.Invoice（发票）5.InsurancePolicy（保险单）6.WeightCertificate（重量证明）7.MarineProtect（海难证明书）8.PackingList（装箱单）9.ShortlandedCertificate（短卸证明书）10.DamageReport（破损证明）11.WeightNote（磅码单）12.Tally-List（理货单）Inthispartyouaregoingtolistentoapassageandadialogue.Nowlistenandtrytofinishtheexerciseswhilelistening.Areyouready?

1）Whatmustthebuyerdoifheisgoingtomakeaclaim?

Thebuyermustprovethatitisthesellersresponsibilityforthedamageorlossofthegoods.2）Whatareusedasevidencewhenmakingaclaim?

TheinspectioncertificateandB/L.3）Whatisthesellerobligatedtodoifthebuyerindeedcanprovewhathehas4）claimed?

Thesellerisobligatedtocompensatethebuyer.4）Whendoestheconflictappearbetweenthebuyerandtheseller?

Theconflictappearswhenthegoodsarefoundtobedamagedorofshortweightwhenreachingthedestination.5）Whatwouldthesellerdowhenhewasnegligentinsupplyingtheproperquantityatatime6whenhewasstillresponsiblefortheconsignmentduringshippingonaCIFbasis?

Inthatcasethesellerwouldmostlikelyseektofindawaytosatisfyhiscustomer.12.1.1Listentothepassageandanswerthefollowingquestions.12.1.2Listentothedialogue.Notedownwhattheproblemis,whatcausedtheproblemandhowitissettled.ProblemCauseoftheproblemSettlementWrongdeliverySlip-upinthesellersshippingdepartment.ThesellerwillshipaloadofClassA1tomorrowmorningandchargethebuyer20%lessforthewrongdelivery.Inthispartyouaregoingtoreadtwodialoguesinpairsandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.12.2.1Readthedialogueandthenanswerthefollowingquestions.1）WhydidMrNelsonwanttotalktothegeneralmanagerinperson?

Becausehe