1. Business English Letter Chapter Twelve Complaints and Claims 投诉与索赔 公共教学科 张汉英

2. Business English Letter 1. Reasons of Complaints and Claims 2. Words and Sentence Patterns 3. Sample Letters 4. Writing Skills and Practice Tasks for This Lesson

3. Business English Letter Key Points and Difficulties: Reasons of complaints and claims Words and Sentence Patterns Writing Skills of complaint and claim letters Write a claim letter by yourself

4. Business English Letter Reasons of complaints and claims 1. Inferior quality 2. Missing or shortage from the delivery 3. Bad packing 4. Delay of shipment Most common ones

5. Business English Letter Words and Sentence Patterns Words 1.complain v. 投诉，抱怨 complaint n. 投诉（名词） complaint about sth. 投诉某事

6. Business English Letter 2. claim v. & n. 索赔 a claim against sb. for sth. 因某事向某人提出索赔.lodge.file.raise.make

7. Business English Letter Words and Sentence Patterns Words 3.compensation n. 赔偿 4.breakage n. 破损 5.replace v. 更换 replacement 换货

8. Business English Letter 6.stain v. 褪色，变污 7.with regard to, with respect to, with reference to, referring to, concerning 关于 8.reject a claim 拒绝索赔 accept / meet / entertain a claim 接 受索赔

9. Business English Letter Words and Sentence Patterns Dialogue 1 A: Mr. Smith, we feel regretful that the goods are not in accordance with your samples.we feel regretful that the goods are not in accordance with your samples. B: Really? But every batch was checked before being sent out. A: Here you see, we have bought some with us. B: Well, in view of our friendly business relations, we are responsible for replacing those inferior goods.in view of our friendly business relations, we are responsible for replacing those inferior goods.

10. Business English Letter 重点句型 We feel regretful that the goods are not in accordance with your samples. 我们感到很遗憾，货物与贵方样品不相符。

11. Business English Letter 重点句型 In view of our friendly business relations, we are responsible for replacing those inferior goods.鉴于我们之间友好的商务关系，我们负责更换那些劣质的货物。

12. Business English Letter Words and Sentence Patterns Dialogue 2 A: We shall lodge a claim against you for the poor package, Mr. White.We shall lodge a claim against you for the poor package B: I’m sorry, Mr. Perkins. It is a case of Force Majeure beyond of ourIt is a case of Force Majeure beyond of our control. control. We can’t entertain your claim.

13. Business English Letter 重点句型 We shall lodge a claim against you for the poor package. 我们因劣质包装向贵方提出索赔。

14. Business English Letter 重点句型 It is a case of Force Majeure beyond of our control. 这是不可抗力事件，超出我们的控 制范围。

15. Business English Letter Sample letter Dear Sirs, The first shipment per S.S. East Wind arrivedper S.S. East Wind at our port two days ago. Upon examination, we have found that the quality of the products is much inferior to that of the sample. These items are not fit to be sold at its original price. We are returning them today, and request immediate replacement of those inferior goods. Yours faithfully,

16. Business English Letter 解 疑解 疑解 疑解 疑 per S.S. East Wind per S.S. East Wind通过东风号货轮（装运） S.S 是 steam ship 的缩略形式，后 面接船名。

17. Business English Letter Writing Skills Main points of a claim letter: 1 提及相关货物； 2 对相关货物问题提出投诉 / 申诉， 抱怨到货损失； 3 要求索赔或要求对方及时作出处 理意见。

18. Business English Letter Exercises 练习 Understand the following sentences. 1.Your delay in shipping our order has caused us to suffer heavy losses. 你方延迟装运我方货物，致使我方损失重大。 2.I’m afraid that this shipment was not up to your standard. 恐怕这批货物达不到你方标准。

19. Business English Letter Homework 课后作业 Translate the following letter. 敬启者： 你们运来的桌布今天已抵达。我们 发现有两箱完全受损。因为这个原因， 这些受损桌布不能出售。今退回这两 箱，并要求你方换货。 谨上

20. Business English Letter Thank you!