单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Unit 12,Complaints&Claim,Introduction,It is a fact that not all customers will be happy,，,even in the finest run businesses,，,problems,，,mistakes,，,or even bad luck can cause people to be dissatisfied with your products or service,Thence,，,customers will complain,，,some may even lodge a claim against you,Many businesses tend to try and ignore complaints,，,or pass them off as irrelevant,，,however,，,if dealt with well,，,they can actually provide your business with a strong advantage,Unit 12,Complaints&Claim,Objectives,After completion of this unit,，,you should be able to,：,1,Know causes of complaints&claims,2,Know how to complain effectively,3,Know how to deal with claims properly,4,Use the language to file claims and settle claims,Unit 12,Complaints&Claim,Briefing,Relative knowledge,Special terms,useful expressions,Skills,Unit 12,Complaints&Claim,Lets how you have prepared:Task 3,Lodge a claim,提出索赔,1,Raise a claim,提出索赔,2,File a claim,提出索赔,3,Settle a claim,解决索赔,Admit a claim,同意索赔,Dismiss a claim,驳回索赔,Reject a claim,拒绝索赔,Entertain a claim,受理索赔,Reject a claim,撤回索赔,Waive a claim,放弃,Unit 11 Check and amend the L/C,Lets learn some knowledge,Common causes of complaints and claims,1,Delay in opening an L,C,2,Delay in payment,3,Poor quality of the goods,4,Specification discrepancy,Unit 12,Complaints&Claim,5.,Delivering the wrong goods,6,Shortloaded or overloaded goods,7,Delay in shipment or nondelivery,8,Poor packing of the goods,9,Damage to the shipped goods,10,Loss of the goods,Unit 12,Complaints&Claim,How to complain effectively?,1,Remain as calm as possible,2,Tell the facts which caused the complaint or claim,3,Remind the other party of the possible impact to the,mutual,business relations due to the complaint,4,Explain the remedy you want,5,Express your wish for an early settlement,Unit 12,Complaints&Claim,Procedures to settle complaints and claims,：,1,Listen to customer complaints carefully,2,Find out what has happened,3,Apologize to the customer,4,Suggest a proper solution,5,Listen to the feedback from the customer,Unit 12,Complaints&Claim,Negotiation tips,：,Master some necessary skills in settling claims,：,1,Be sure the right person is held responsible for the claim,2,Skill of taking responsibility,3,Skill of payment for the claim,4,Skill of declining a claim,Unit 12,Complaints&Claim,1,survey report,调查报告,2,in confo,r,mity with,与,相符,3,inspection report,公证报告,4,Japan China Commodity Inspection Company Limited,日中商品检验株式会社,5,aluminum content,铝含量,Unit 12,Complaints&Claim,Key Words,6,average level,平均水平,7,refund the goods,退回货款,8,replace the goods,换货,9,I cant say for certain offhand,我一时说不准,10,turn out to ones satisfaction,(,结果,),令某人感到满意,11.drawn at random,随便抽出,Unit 12,Complaints&Claim,Something Special in This Unit,Tactics or negotiation skills are of special importance.It is closely related to how much you earn and how much you lose in terms not only in money but also in business.,Lets learn one of the skills in dealing with claims through a dialogue,Notes,1.citric acid monohydrate,柠檬酸,(,主要用于食品工业，可作为生产饮料、果汁果酱、水果糖、水果罐头等的酸味剂、凝结剂、增香剂、护色剂和防腐剂,),2,become tough,变硬,3,1odge(raise,，,file,，,submit)a claim against sb,for sth,因某事向某人提出索赔,entertain,meet ones claim,接受索赔,settle a claim,解决索赔,Unit 12,Complaints&Claim,reject a claim 拒绝索赔 dismiss a claim 驳回索赔,claim US$10，000 from sbfor the damage to the goods 因货物损坏向某人索赔10 000美元,4improper packing 包装不当,5uncover the package 翻开包装,6bear the cost and risks of loss or damage 承担损失或损坏的风险,Unit 12,Complaints&Claim,7be held responsible for 责成对某事负责,8absorb moisture in moist air,在潮湿的空气中吸收水分,9not sealed well enough 密封性不够好,10keep out all the moisture 防潮,1 1take responsibility for the risk till the goods passed over the ships rail 承担货物越过船舷时的风险,Unit 12,Complaints&Claim,Sample Dialogue:,Claim for Improper Packing,Dongfang Trading Company signs a contract with the Peterson Company and sells two tons of,citric acid monohydrate,l,on FOB basis,When the goods arrive at the port of destination,，,the buyer finds that part of the goods have,become tough,2,Thus,，,they,lodge a claim against the seller for,3,the loss due to the,improper packing,4,of the goods,Unit 12,Complaints&Claim,(A,：,Mr,Johnson,，,the buyer B,：,Mr,Wang,，,the seller),A,：,My name is Peter Johnson,I come here to talk over with you about the citric acid monohydrate you shipped to us in Oct,B,：,I am Wang Fei,Nice to meet you,，,Mr,.,Johnson,A,：,Nice to meet you,，,too,Mr,.,Wang,Unit 12,Complaints&Claim,B,：,Take a seat,，,please,(Pause for a while),Mr,Johnson,，,we have learned from your fax,that part of the citric acid monohydrate had become tough when they arrived at your port,Can you tell me how this happened?,Unit 12,Complaints&Claim,A,：,Yes,When we,uncovered the packages,3,，,we found that about l00 cartons of the citric acid monohydrate had become tough,After being examined by one of the famous surveyors in our place,，,we were told that this was caused by improper packing,，,and here is the survey report,We ho