unit 11 complaints, adjustments and after-sales services secretary english

Unit 11 Complaints, Adjustments and

After-Sales Services

Unit 11 Complaints, Adjustments and

After-Sales Services

Secretary English

Objectives

To grasp words and expressions about complaints, adjustments and after-sales services.

To get familiar with situations related with the three topics above.

To understand the definitions, the patterns and the formats of letters of complaint or claim and

their replies . To be able to write letters of complaint or claim

and their replies according to the given

information.

Contents

Ⅰ. Lead-in

Ⅱ. Language Points

Ⅲ. Classroom Activities

Ⅳ. Practical Writing

Ⅴ. Exercises

Ⅵ. Key to Exercises

Ⅰ. Lead-in

The writing and applying for letters of complaint

or claim and their replies are the essential skills

required on a secretary, they are also important types of documents in office business . After learning this unit, you are supposed to be able to grasp the basic skills of writing these types of documents.

Ⅱ. Language Points

1.complain v. 投诉 The tourist complained that the room was too dirty. 游客抱怨说房间太脏了。 He is always complaining. 他总是在发牢骚。

2. delivery n.. 交货 The next postal delivery is at 4 o'clock. 下一次邮递时间是四点钟。

Ⅱ. Language Points 3.cancel ['kænsəl] v. 取消 He cancelled his order. 他撤消了定货单。 The match had to be cancelled because of bad weather. 比赛因天气不好只得取消。

4.oversight n. 疏忽 Through an unfortunate oversight your letter was left una

nswered. 由于令人遗憾的疏忽，未能给你回信。 Many errors are caused by oversight. 有很多错误是由疏忽造成的。

Ⅱ. Language Points 5.inform v. 告知 I wasn't informed of the decision until too late. 等到我得知这项决定时，已经太迟了。 Could you please inform me how to go about contacting

a lawyer? 请您告诉我怎样去联络律师？

6. transit v. 运输 The goods were lost in transit. 这些货物在运输中丢失了。 The transit was damaged by flood. 运输线被洪水破坏了。

Ⅱ. Language Points 7.claim v. 索赔、声称 He set up a claim to the throne. 他自称王位是属于他的。 The government would not even consider his claim for mo

ney. 政府甚至不考虑他的赔款要求。

8. stuffy adj. 闷热的 Our office is really stuffy. 我们的办公室很闷。 The atmosphere is very stuffy in here can we open a wind

ow? 这的空气很闷 -- 咱们能把窗户打开吗 ?

Ⅱ. Language Points 9.Hesitate [heziteit] v. 犹豫 She hesitated to hurt the child's feelings. 她不想伤害孩子的感情。 I hesitated about taking his side until I knew the whole st

ory. 我在完全了解事实真相后，才打消顾虑，支持他的立场。

I'm sorry to inform you of this, but we found that there are some faulty materials th

e consignment which we have recently shipped to you.

很抱歉通知您，但是我们发觉前不久寄给你们的那些货里有一些瑕疵品。

Please examine the matter and send us the goods to meet the shortage as soon as pos

sible.

请调查此事，并尽快将货物发给我们以弥补数量的不足。

We regret that your claim on shortage cannot be accepted.

很遗憾，我们无法接受你方关于货物短装的索赔。

The goods we’ve received do not tally with the sample on which we ordered.

我们收到的货物与订货样品不符。

Additional Topic-related Sentences


We hope this unfortunate incident will not affect the relationship betw

een us.

我们希望这一不幸事件将不会影响到我们双方之间的关系。

Enclosed is the surveyor’s report on the three damaged cases.

内附有鉴定人对这破损的三箱货物的鉴定报告。

This seems to be a very clear case and we hope you will see your way

to make a prompt settlement.

看来情况已十分清楚，我们希望你能设法尽快解决问题。


We very much regret the mistake in article number, which r

esulted in your receiving the wrong goods.

因货号有误，致使到货错误。对此，我们深表歉意。 We are sorry to learn of your complaints about the quality of the goods

and are prepared to accept your claim.

我们遗憾地得知你方关于货物质量的意见，并准备接受索赔要求。

Enclosed is our check in final and complete settlement of this claim.

随附寄支票一纸，用以最终并全部了结此索赔案件。


Should you not agree to accept our proposal, we would like to settle the dispute by arbitration.

假如你方不同意接受我方建议，我们愿意通过仲裁解决此争议。

We can assure you that the goods were in good condition when left here and the damage mus

t have occurred during transit.

我们可以肯定货物离开此地时情况完好，损坏一定是在运输途中发生的。

The quality of your shipped goods has been found to be not in conformity with the agreed spe

cifications. We have to claim on you for $700.00.

你方交付的货物质量不符合商定的标准。因此，我方要求索赔 700 美元。

Your prompt attention to our request for supply of parts and accessories will be much appreci

ated.

贵方如能立即处理我方请求供应零配件一事，我们将十分感激。

Ⅲ. Classroom Activities

Student A: a secretary from a Chinese company

Student B: manager from a foreign company

Situation: Mr. B was calling to Mr. A to talk about the quality of some computers the

y just purchased from Mr. A’s company; these computers are in unreliable function M

r. B wand to ask MR. A many questions, such as:

(1) Are these computers passed the quality examination before shipment?

(2)Does Mr. A know anything about the bad condition of these computers?

(3)What are the general methods of Mr. A’s company to deal with such situation?

(4)How long can he get an answer from Mr. A?

(5)What shall they do solve this problem?


Complaints, adjustments and after-sales services

商务交往中，如买方未能按时收到货物，或发现货物有差错，

破损或质量，规格，数量不符合要求等情况，通常要写信向卖方提出投诉或索赔。

日常生活中，人们也常会因各种问题写信向有关部门投诉。

收到投诉的一方，应予以及时回复，表明自己的态度。


在撰写投诉或索赔信时，要先说明原委，即事情的前因后果和造成的不便及损失，然后提出要求，或赔礼道歉，或退款，打折等。措词因审慎，不用威胁性的词句，语气不宜过重。

在写索赔信的时候，过于强硬、愤怒的语气不会有太大的作用。语气表达态度。为了说服对方接受你的合理的理赔要求，信必须写得合理、有逻辑，语气必须礼貌适宜。


下面是写特别理赔信应遵循的法则： 1. Begin with pleasant comments that will draw the rea

der's attention and make him receptive to the problem and its solution.

2. Present evidence for your claim after establishing the initial agreement; be sure to offer the convincing proof.


3. Include all necessary data such as date, place, people involved, policy, and other relevant information. In stating the facts, be sure not to make unsubstantiated assertions.

4. Place yourself in a good position to counter possible objections to the adjustment request.

5. State exactly what you expect after explaining why you expect it.


6. Be sure to use a courteous and logical tone in writing the whole letter. In requesting the adjustment, you can appeal to your reader's sense of fair play, to a desire of customer goodwill, to need for a good reputation, and also to a sense of legal or moral obligations.

Ⅳ. Practical WritingAug. 11, 2008

Dear Manager,

I’m a resident living near your department store. I’m writing to complain about the air-conditioner I bought there days ago.

I bought this air-conditioner on Aug. 8th. Brand: Media ; Type: FB26675; Price: 2350 RMB. After it was installed, I found there was something wrong with it. First, it doesn’t work steadily, sometimes it sends out hot wind instead! Second, this air-conditioner makes such big noise that my family can’t have a good rest in such hot days. I’m sure you’ll agree with me it is a most unpleasant situation. So here I expect you to send a repairer here or to replace a new o

ne.

I shall be much obliged if you kindly take my complaint into account and handle the above-mentioned problems as soon as possible.

Yours sincerely,

Aug. 11, 20

Dear Manager I’m a resident living near your departme

nt store. I’m writing to complain about the air-conditioner I bought there days ago. I bought this air-conditioner on Aug. 8th. Brand: Med

ia ; Type: FB26675; Price: 2350 RMB. After it was installed, I found there was something wrong with it. First, it doesn’t work steadily, sometimes it sends out hot wind instead!

Second, this air-conditioner makes such big noise that my family can’t have a good rest in such hot days. I’m sure you’ll agree with me it is a most unpleasant situation. So here I expect you to send a repairer here or to replace a new one.

I shall be much obliged if you kindly take my complaint into account and handle the above-mentioned problems as soon as possible.

Yours sincerely, Wang Ming

Wang Min


Dear Sir,

You might remember that on April 21 we placed an order with you for 5

00 pairs of sports shoes, emphasizing at the time that the ordered shoes s

hould be delivered before June 15. Unfortunately, the shoes just arrived t

oday about 15 days late. This delay has made us suffer great losses. We

hope you can

We trust that there will be a resolution to this problem.

Very truly yours,

Zhang Wei

Ⅳ. Practical WritingDear Customer

Re: SMG - 75 Household Electric Appliances

We very much regret the mistake in article number, which resulted in your receiving

The wrong goods. We wish to express our concern for the inconvenience caused to your

clients. Immediately after we received your letter we sent two cases of the correct

Household Electric Appliances which left for your city on April 20. They are expected to

reach your center warehouse by the end of May.

Every individual product or service of our company is fully guaranteed, and we are glad

to make this adjustment for you. Thank you for writing us so promptly.

Enclosed is the latest catalog of other electric goods. Each of our products carries an

absolute five-year warranty. If you feel interested in anything, please let us know. You will

earn a special discount of two percent, provided that we receive your order by May 15.

As to the goods you originally received, please send them back to our address by the

First available ship, freight forward.

Thank you again for your cooperation.

Truly yours,

Li Mei

Ⅴ. Exercises Ⅰ. Fill in the blanks with the words or expressions given below. Change the for

m where necessary.

complain transit short-delivered oversight stuffy

place an order check go dead make a claim on die for

1. It gets very hot and here in summer. 2. Your essay was not marked through an on my part. 3. A lot of goods have been damaged and lost in . 4. They that the price of books had increased. 5. If the order was you should dispatch the goods which were not sent as soon as you can. 6. The teacher the students' papers and found many faults in them. 7. It depends on your price. If your price is reasonable and I can get the commission I want, we c

an immediately. 8. If the engine , please ask the repairman to give a repair. 9. The hungry beggar is food. 10. We are so sorry to have to you about the quality of the goods you shipped us on the 25th

of June, and we hope that this matter be settled through our personal discussion.

Ⅴ. Exercises II.Fill in the table below by giving the corresponding Chinese or English equivalents.

after-sales service

电话跟踪访问

Bill of Lading

留住老客户

trouble-shooting guide

保修单

free delivery

彻底检查

Ⅴ. Exercises

Ⅳ. Complete the following sentences. We look forward to your ____________________( 不断惠顾 ). Please take a few minutes to ___________________________

_( 填写顾客反馈表 ). You will receive a small gift as a token of appreciation for your time.

Do you have _________________________________( 对本公司产品和服务的改进建议 )?

Words from a friend always seem _______________________________( 比广告的甜言蜜语来得可信 ).

_________________________________________________( 我代表本公司对给您带来的不便表示诚挚的道歉 ). We can replace it with a new one.

Ⅵ. Key to Exercises Ⅰ. Fill in the blanks with the words or

expressions given below. Change the form where necessary.

1. stuffy; 2. oversight; 3. transit; 4. complained; 5. short-delivered 6. checked; 7. place an order; 8. goes dead; 9. dying for 10. make a claim on

Ⅵ. Key to Exercises Ⅱ. Fill in the table below by giving the c

orresponding Chinese or English equivalents.

after-sales service 售后服务 telephone interview 电话跟踪访问 Bill of Lading 提单 keep long-time client 留住老客户 trouble-shooting guide 故障检修 guarantee list 保修单 free delivery 免费送货 make a thorough check with 彻底检查

Ⅵ. Key to Exercises

III.Complete the following sentences. 1. continuing order; 2. fill the customers feedback list; 3. suggestions for the improvement of our pro

ducts and services; 4. more trustable than the sugar advertiseme

nts; 5. I represent my company to express our sin

cerely apology for the inconvenience caused to you

Ⅵ. Key to Exercises Practical writing Dear manager: I bought a TV set in your store which was

made in Japan a month ago. Now I find that it is bad quality condition: first, the image is quite unclear, second, the voice disappear for several times. I want to change it to a new one or else I’ d like to ask for get my money back. The receipt is kept. I hope to get a satisfactory answer from you as soon as possible. sign

unit 11 complaints, adjustments and after-sales services secretary english

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