对外经贸大学：《商务英语写作》课程教学资源（授课教案）第七课 日常索赔和投诉信 Letters about Routine Claims and Complains

Lesson Seven Letters about Routine Claims and Complains 第七课 日常索赔和投诉信 教学目的 了解日常索赔和投诉信的特点 能运用书中介绍的基本结构来写此类信件 掌握本课的语点和表达方法并完成练习 Business transactions do not always run smoothly.Regardless ofhow careful or efficient business organizations are,things go wrong occasionally.Merchandise may be shipped to a wrong address or arrive in less than perfect condition;details for an order may be confused;payment may be incorrect;badly needed goods may be delayed;quality may be different from the standard expected. When such situations arise,a claim letter is usually sent.There are various levels ofclaim problems,the letters requestingan adjustment can be divided into two groups:routine claims and persuasive claims.If a problem is only a matter of correcting a very understandable situation(possibly because of guarantees, warranties,or other contractual conditions),a routine claim letter is written.This kind of letter usually assumes that the request will be granted quickly and willingly, without much persuasion. Since routine claim letters are usually associated with relatively minor problems,the requests are not likely to meet resistance.While writing these letters, all that is necessary is a clear,specific and concise claim letter listing the facts of the situation.The writing method is quite straight forward. The following outlines can be for your reference: 1.State request at the beginning; 2.Explain details to assess the situation; 3.Close with an expressionofappreciation for taking the action requested

Lesson Seven Letters about Routine Claims and Complains 第七课 日常索赔和投诉信 教学目的 了解日常索赔和投诉信的特点 能运用书中介绍的基本结构来写此类信件 掌握本课的语点和表达方法并完成练习 Business transactions do not always run smoothly. Regardless of how careful or efficient business organizations are, things go wrong occasionally. Merchandise may be shipped to a wrong address or arrive in less than perfect condition; details for an order may be confused; payment may be incorrect; badly needed goods may be delayed; quality may be different from the standard expected. When such situations arise, a claim letter is usually sent. There are various levels of claim problems, the letters requesting an adjustment can be divided into two groups: routine claims and persuasive claims. If a problem is only a matter of correcting a very understandable situation (possibly because of guarantees, warranties, or other contractual conditions), a routine claim letter is written. This kind of letter usually assumes that the request will be granted quickly and willingly, without much persuasion. Since routine claim letters are usually associated with relatively minor problems, the requests are not likely to meet resistance. While writing these letters, all that is necessary is a clear, specific and concise claim letter listing the facts of the situation. The writing method is quite straight forward. The following outlines can be for your reference: 1. State request at the beginning; 2. Explain details to assess the situation; 3. Close with an expression of appreciation for taking the action requested

Specimen Letters 7.1. A Letter of Claim for Correctionon Part ofan Order Dear Sirs Pleasesend us a correctionon part ofour order WP-11. All the items we ordered arrived in excellent condition with one exception.If you refer to our original order(see the copy attached),you will note that we requested your fluorescent desk-lamps,Model 606.However,Model 608 reached us instead.(For details,please see the inspection certificate issued by the Tianjin Commodity Inspection Bureau.) Will you kindly take back those you sent out and substitute an equal quantity (120 items)of Model 606.We would appreciate your attentionto this matter at an early date. Yours faithfully 7.2 A Letter of Claim for Replacement Dear Publisher Please mail a replacement copy ofthe attached dictionary. The dictionary,to which I subscribed last December(please see the copy of subscription enclosed),was delivered to my address this morning.Unfortunately it was found that pages 29 through 34 were missing. The volume is being returned in the package to which this letter is attached.I shall appreciate it very much if you could send a complete copy in exchange immediately as I need the dictionary now for my research work. Sincerely yours

Specimen Letters 7.1. A Letter of Claim for Correction on Part of an Order Dear Sirs Please send us a correction on part of our order WP-11. All the items we ordered arrived in excellent condition with one exception. If you refer to our original order (see the copy attached), you will note that we requested your fluorescent desk-lamps, Model 606. However, Model 608 reached us instead. (For details, please see the inspection certificate issued by the Tianjin Commodity Inspection Bureau.) Will you kindly take back those you sent out and substitute an equal quantity (120 items) of Model 606. We would appreciate your attention to this matter at an early date. Yours faithfully 7.2. A Letter of Claim for Replacement Dear Publisher Please mail a replacement copy of the attached dictionary. The dictionary, to which I subscribed last December (please see the copy of subscription enclosed), was delivered to my address this morning. Unfortunately it was found that pages 29 through 34 were missing. The volume is being returned in the package to which this letter is attached. I shall appreciate it very much if you could send a complete copy in exchange immediately as I need the dictionary now for my research work. Sincerely yours

7.3. A Letter of Complaint Concerning Non-delivery Dear Mr.Hollins Re: Order FO-96 on Family Computers Would you please look into the execution ofthe delivery for our order FC-96 on Family Computers(Model HVC-001),which should have reached our warehouse four weeks ago? On 25th July our company sent you an order for 300 Family Computers (Model HVC-001),stressing the importance ofdelivery by 5th September at the latest.However,up to now,we have received no acknowledgement ofthe order, nor have the computers been delivered.Apparently some mistake must have been made in the processing of this order. Failure to collect the goods in time is causing serious inconvenience to our customers.We shall be glad if you look into the matter as one of the urgency and let us know when the goods can be expected. We are looking forward to the arrival ofthe computers. Yours truly Review Questions 1 Why are routine letters about inquiries,orders,and claims discussed in the same chapter? 2. If a request is likely to be granted willingly,is it better to present the request with reluctance or enthusiasm? 3. In what situation is a routine claim letter written? 4 What is the difference between the following paired elements in doing our daily business? a. routine inquiry letter and form letter ofinquiry; b. routine order letter and form letter oforder; c. routine claim letter and persuasive claim letter; d. deductive and inductive ways of writing a request

7.3. A Letter of Complaint Concerning Non-delivery Dear Mr. Hollins Re: Order FO-96 on Family Computers Would you please look into the execution of the delivery for our order FC-96 on Family Computers (Model HVC-001), which should have reached our warehouse four weeks ago? On 25th July our company sent you an order for 300 Family Computers (Model HVC-001), stressing the importance of delivery by 5th September at the latest. However, up to now, we have received no acknowledgement of the order, nor have the computers been delivered. Apparently some mistake must have been made in the processing of this order. Failure to collect the goods in time is causing serious inconvenience to our customers. We shall be glad if you look into the matter as one of the urgency and let us know when the goods can be expected. We are looking forward to the arrival of the computers. Yours truly Review Questions 1 Why are routine letters about inquiries, orders, and claims discussed in the same chapter? 2. If a request is likely to be granted willingly, is it better to present the request with reluctance or enthusiasm? 3. In what situation is a routine claim letter written? 4. What is the difference between the following paired elements in doing our daily business? a. routine inquiry letter and form letter of inquiry; b. routine order letter and form letter of order; c. routine claim letter and persuasive claim letter; d. deductive and inductive ways of writing a request

Application Problems Keynote discussion on Exercises of the Week... Lesson 7,Exercise 1,Page 84 You have ordered two cartons containing brass candlesticks from a dealer in Sydney.You found that one of the cartons contained only 228 candlesticks instead of the 240 items invoiced when the goods reached your address.Write a routine letter about your claim for the correction on the order. The reference solution for Exercise 1 from the Teacher's Book,page 40 Keji Fuli revising

Application Problems Keynote discussion on Exercises of the Week … Lesson 7, Exercise 1, Page 84 You have ordered two cartons containing brass candlesticks from a dealer in Sydney. You found that one of the cartons contained only 228 candlesticks instead of the 240 items invoiced when the goods reached your address. Write a routine letter about your claim for the correction on the order. The reference solution for Exercise 1 from the Teacher's Book, page 40 Keji Fuli revising…