,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,单击此处编辑母版标题样式,质量问题,Part Five Quality Problem,质量问题 Part Five Quality Probl,1,部分货物品质低劣,Lesson 32 Poor Quality of Part of Shipment,部分货物品质低劣Lesson 32 Poor Quality,2,业务提示,跟单工作中，客户投诉是在所难免的，主要原因是客户对产品和售后服务不满意。对于客户的投诉，跟单员应以积极的态度应对，认真分析产生的原因，尽可能地提出双方能接受的方案。对客户投诉的回复邮件中，要表示歉意，并明快、诚恳、稳妥地提出解决方案。,业务提示 跟单工作中，客户投诉是在所难免的，主,3,邮件范文,(1),Dear Cheng,I received the bedsheets under S/C No. D1318 yesterday, but unfortunately when checking them, I found some of them faded in color. I chose randomly a few of them and have sent them to you by DHL today. Please check.,收件人,chengloria,主 题,Bedsheet color problem,邮件范文(1)收件人chengloria主,4,Considering our long-standing business relations, I will not send the goods back to you, but as the problem has really made the sale difficult, I have to ask you for a reduction of 5% in price and hope that this will not happen again.,Best regards,Warren,Considering our long-standing,5,商务电子邮件(英文)Lesson-32-Poor-Quality-of-Part-of-Shipment精ppt课件,6,商务电子邮件(英文)Lesson-32-Poor-Quality-of-Part-of-Shipment精ppt课件,7,注解,1.bedsheet: n.,床单,2.unfortunately: adv.,遗憾地，不幸的是,3.fade: v.,褪色，失去光泽,4.randomly: adv.,随机地，任意地,5.DHL:,敦豪速递公司，是德国著名的速递公司，服务网络遍及全球220多个国家和地区。,6.,considering,: prep.,考虑到，鉴于,注解1.bedsheet: n. 床单,8,7.defective: adj.,有缺陷的，有瑕疵的,Her hearing was found to be slightly defective.,经检查，她的听力有点缺陷。,If the goods prove defective, the customer has the right to claim compensation.,如果货物证明有缺陷，顾客有权索赔。,8.deduct: vt.,扣除,deduct. from.,从,扣除,The company deducted this payment from his compensation.,公司从他获得的赔偿金中扣去了这笔付款。,7.defective: adj. 有缺陷的，有瑕疵的,9,9.apology: n.,道歉，歉意,He made a public apology for the teams performance.,他就队伍的表现公开道歉。,The factory offered their apologies to you.,工厂向您表示歉意。,10.do one,s utmost:,竭尽所能，尽全力,类似表达方式：,try one,s utmost, do one,s best, try one,s best,She did her utmost to finish on time.,她竭尽所能按时完成。,Im not sure if I can win this race, but Ill do my best.,我不确定是否能赢得这场比赛，但我会尽全力。,9.apology: n. 道歉，歉意,10,11.repetition: n.,重复，重演,Today the city government has taken measures to prevent a,repetition of last years confrontation.,今天市政府已经采取措施，防止去年的冲突重演。,11.repetition: n. 重复，重演,11,要点总结,poor quality,check,considering,long-standing business relations,ask sb. for sth.,a reduction of 5% in price,5% price reduction,defective,feel sorry about it,deduct sth. from sth.,accept our apology,do ones utmost,avoid repetition,词汇,要点总结词汇,12,要点总结,Considering our long-standing business relations, I will,.,As.,I have to ask you for,.,We feel awfully sorry about it and are willing to accept your request for 5% price reduction.,Please accept our apology once again.,We promise that we will do our utmost to avoid any repetition of this.,句型,要点总结句型,13,要点总结,表示歉意,解释出现质量问题的原因,说明解决办法：如何给予客户补偿,承诺今后不会再出现此类问题,写作要点,供货商针对购货商由于货物质量问题提出的索赔如何答复：,要点总结写作要点供货商针对购货商由于货物质量问题提出的索赔如,14,