7.商务英语写作(修订版) 第七章

高等学校英语拓展系列教程主编：胡英坤车丽娟外语教学与研究出版社Chapter7RoutineClaimsandAdjustments日常索赔与理赔函Chapter7Wehavearrangedfortherightgoodstobedispatchedtoyouatonceandshallbeobligedifyouwillsendbackthewrongcases.我方已安排立即把应运达的货物加急运抵贵方，若贵方愿把运错的货物送回，我方将感激不尽。OurcheckforUSD3,000hasbeenairmailedtoyoutodayinsettlementofyourclaimforshort-weightof500lbs.今已航空邮寄出3000美元支票一张，以支付你方对短重500磅的索赔。IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapterI.Introduction1.Routineclaims72.AdjustmentsRoutineClaimsandAdjustmentsChapter71.RoutineclaimsClaimletterscanbedividedintotwogroups:routineclaimsandpersuasiveclaims.Routineclaims(usuallybackedbyacontract,aguarantee,orthecompany’sreputation)assumethatarequestwillbegrantedquicklyandwillingly,sosuchlettersareveryeffectiveiftheproblemisdirectlystated.RoutineClaimsandAdjustmentsChapter72.AdjustmentsWhenyougetaclaim,youmayeithergrantanadjustmentorrejectit,dependingonthesituation.Whenyougrantanadjustment,yourcustomerwillsurelywelcomeit,soaletterofadjustmenttalkingabouttheissuedirectlyisappropriate.RoutineClaimsandAdjustmentsChapter7III.SampleContrast1.AclaimletterPoorDearGoodVibes:YoucallyourselvesGoodVibes,butallI’mgettingfromyourserviceisbadvibes!I’mfuriousthatyouhaveyoursalespeopleslipinunwantedservicewarrantiestoboostyoursalesWhenIboughtmyPanasonicVCRfromGoodVibes,inAugust,IspecificallytoldthesalespersonthatIdidNOTwantathree-yearservicewarranty.ButthereitisonmyVISAstatementthismonth!YourpeoplehaveobviouslybilledmeforaserviceIdidnotauthorize.Irefusetopaythischarge.(Tobecontinued)RoutineClaimsandAdjustmentsChapter7Begindirectlywiththegoodnews.Identifythecorrespondencethatyouareanswering.Avoidnegativesthatrecalltheproblem.Regainlostconfidencethroughexplanationoraction.Endwithafriendly,positivecomment.WritingPrinciples:2.AdjustmentsRoutineClaimsandAdjustmentsChapter7II.SampleAnalysisLetterA:AclaimonthewrongcomponentDearMr.Phillips:WouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor?OnJune14,wepurchasedtheofficecommunicationsystemXP5645fromyoursalesrepresentativeJohnWindsor.Asyourfilemayshow,wepaid$4,500forit,whichis$200morethanXP5030.Thatpaymentincludesfreeinstallmentandasix-monthtrialperiod.Thesoftwareyousentusoperatedwellatthebeginning,butthesystemrefusedtoworkaftertwoweeks.Aftercarefulexamination,wefoundwhatyousentusisforXP5030,notforXP5645wepurchased.IcalledMr.Windsorthatsameday,June28.Hesaidhewasbusynegotiatingwithanotherclientinanothercity.Hepromisedtoarrange(Tobecontinued)RoutineClaimsandAdjustmentsChapter7II.SampleAnalysisLetterA:Aclaimonthewrongcomponent(Continued)peopletoreplaceit.Sixdayshaspassed,butnothinghappens.Itisurgentthatyousendpersonneltoreplacethesoftwareandinstallthesystemagain.Thecollapseofthesystemhascausedseriousproblemsinournormaloperation.ThereplacementisexpectednolaterthanJune30.Pleasecallmeat(021)5422####anytimebefore4:00p.m.I’mconfidentthatyouareseriousaboutthematter.IfIhaven’treceivedyourcallby10:00a.m.thisThursday,Iwillreluctantlyturnthisissuetomylawyerforactionsagainstyou.Weappreciateyourpromptaction.Sincerelyyours,AlexHillRoutineClaimsandAdjustmentsChapter7II.SampleAnalysisLetterB:AletterofadjustmentDearMrs.Williams:YourrepairedvideogameisbeingreturnedbyUPS,andyoushouldreceiveitwithinaweek.Skilledengineersmadeyourvideogamealmostasgoodasnew.RecentlyPaceElectronichasacquiredtheassetsofFourStarGamesandhasbecomeresponsibleforrepairsunderwarranty.Nowyoucanbeassuredofpromptandreliableservice.Anyfuturerepairscanbemadebyoneofthedealersofourexpandednetwork(seeenclosedsheet).Alsoenclosedisabrochureshowingsomeofourexcitingnewproducts,aswellasFourStar’soldfavorites.Youcanorderbymail,usingtheorderforminthebrochure,orcall800-877-####.Hopeyouenjoyyourvideogames.Sincerely,PaulBilenikoffTechnicalServicesEnclosuresRoutineClaimsandAdjustmentsChapter7II.SampleAnalysis1.Dothelettersusedirectorderorindirectorder?2.Howdotheauthorsbeginthetwoletters?3.Howdotheauthorsarrangethebodyofthetwoletters?Key:1.Bothlettersusedirectorder.2.Thefirstlettercomesstraighttotheproblemwhilethesecondbeginswiththegoodnews.3.Thefirstonedescribetheproblemclearlyandnamespecificactionstodealwiththeproblem;thesecondonegivesexplanationandoffersactiontoregainloseconfidence.Questionsforcomprehension:RoutineClaimsandAdjustmentsChapter7II.SampleAnalysis4.Isthetoneofeachletterpoliteandconsiderate?5.Howdotheauthorsendthetwoletters?6.Canyousumupthewritingprinciplesofroutineclaimsandadjustments?Key:4.Yes,bothlettersarepoliteandconsiderate.5.Thefirstletterendswithpositivebutfirmwordswhilethesecondendswithafriendlywish.6.Foraroutineclaim,oneshouldbeginbytellingwhatiswrong,presentenoughfacts,namespecificactions,andendwithpositivebutfirmwords.Foranadjustment,beginwiththegoodnews,avoidnegatives,regainlostconfidence,andendwithafriendlycomment.Questionsforcomprehension:RoutineClaimsandAdjustmentsChapter7II.SampleAnalysis7.Dotheclaimclearlystatetheproblems?8.What’sthepurposeofeachletter?9.Doeseachletterstateclearlyitsexplanation?10.What’syourimpressionontheseletters?Key:7.Yes,theproblemsareclearlystated.8.Thefirstlettertellswhatiswrongandasksforaction.Thesecondtellsthegoodnewsandtriestoregainlostconfidenceofthecustomer.9.Yes,bothlettersstateclearlyitsexplanation.10.Open.Additionalquestionsforcomprehension:RoutineClaimsandAdjustmentsChapter7III.SampleContrast1.Aclaimletter(Continued)Howcanyouhopetostayinbusinesswithsuchfraudulentpractices?Iwasexpectingtohavemymoneyback,butcanyoubesurethatI’llfindanhonestdealerthistime?Sincerely,KeithCortezRoutineClaimsandAdjustmentsChapter7III.SampleContrast1.AclaimletterImproved1201LantanaCourtLakeWorth,FL33461September3,2012Mr.SamLee,CustomerServiceGoodVibes,Inc.74253rdStreetWestPalmBeach,FL33407DearMr.Lee:PleasecreditmyVISAaccount,No.0000-0046-2198-####,tocorrectanerroneouschargeof$299.(Tobecontinued)RoutineClaimsandAdjustmentsChapter7III.SampleContrast1.Aclaimletter(Continued)OnAugust8,IpurchasedaPanasonicVCRformGoodVibes,Inc.Althoughthesalespersondiscussedathree-yearextendedwarrantywithme,Idecidedagainstpurchasingthatservicefor$299.However,whenmycreditcardstatementarrivedthismonth,Inoticedanextra$299chargefromGoodVibes,Inc.IsuspectthatthischargerepresentsthewarrantyIdeclined.EnclosedisacopyofmysalesinvoicealongwithmyVISAstatementonwhichIcircledthecharge.Pleaseauthorizeacreditimmediatelyandsendacopyofthetransactiontomeattheaboveaddress.I’menjoyingallthefeaturesofmyPanasonicVCRandwouldliketobeshoppingatGoodVibesforaCDplayershortly.Sincerely,KeithCortezRoutineClaimsandAdjustmentsChapter7这是两封因对方误收服务费提出投诉的信函。目的主要是让对方退回误收的款项。第一封信从头至尾都在表达强烈的不满情绪，指责对方，使用的负面语言如badvibes，furious，以及fraudulentpractices等语气过重，无助于问题的解决。信函主体段简要说明了抱怨的理由——收取作者未授权的服务费用，因而要求退付。信函中没有提及账户以及金额，不便于问题的解决。第二封信开头就明确要求对方在VISA账户贷记299元，以偿还多收取的服务费，并提供VISA账号，对方一看就明白要做什么。然后讲明问题发生的过程，同时附上销售发票和VISA账单，处处体现出作者为对方着想。结尾赞扬了该产品的性能，并暗示会购买对方的其他产品，有利于解决问题并维系与对方的关系。III.SampleContrastRoutineClaimsandAdjustmentsChapter7III.SampleContrast2.AletterofadjustmentPoorDearKeithCortez:Iamsorrytoknowthatyouareangrywithusforthemistakeoursalespersonmade.AfterreceivingyourletterIcheckedthematter.Thesalespersonsupposedthatyouwantedthethree-yearextendedwarrantyservice,soheincludedadditional$299inthecharge.Iamsorryforthemistakeandtheincontinencethathascausedyou.Ihopeyoucanunderstandandamlookingforwardtoyourearlyreply.Sincerelyyours,SamLeeSalesmanagerRoutineClaimsandAdjustmentsChapter7III.SampleContrast2.AletterofadjustmentImprovedDearKeithCortez:$299hasbeencreditedtoyourVISAaccount,No.0000-0046-2198-####thismorning.Itistruethattheextra$299chargewasforathree–yearextendedwarranty.Iamsorryforthemistakeoursalespersonmadeinthetransaction.Thoughaccordingtosomecustomers,spending$299fortheservicemaysaveyou$500forrepairchargeinthefuture,yourdecisionshouldberespectedandexecuted.Mr.Cortez,WearegladyouareenjoyingallthefeaturesofyourPanasonicVCR,andexpecttoprovideyouwithaCDplayerthatyouwilllikebest.Sincerelyyours,SamLeeSalesmanagerRoutineClaimsandAdjustmentsChapter7这是两封答应退回多收取的服务费的理赔信。对索赔方来说，这是个好消息，应采取直接法写作。第一封信的开头不太明确，道歉的理由含混。主体段虽然讲明原因，但始终没有提及纠正错误的办法，反复道歉对对方来说没有意义。第二封信开头就告诉对方改正错误的具体做法，体现了弥补损失的诚意。然后详细说明了问题产生的原因。结尾提及对方对已购产品的满意度，并顺势介绍了新的产品。这样既让对方建立了对自己的信任感，又进行了促销。III.SampleContrastRoutineClaimsandAdjustmentsChapter7ThegoodsweorderedfromyouonJune6haven’tarrivedyet.我们6月6日订购的货物至今仍未到达。Thequalityofthislotofgoodsissofarbelowthestandardthatwecannotusethem.这批货物的质量远远低于标准，我们无法使用。Wearedisappointedtofindthattheitemsdelivereddon’tmatchthesamples.我们遗憾地发现所运货物与样品不符。IV.UsefulPatternsandSentencesClaims:1.DescribetheproblemRoutineClaimsandAdjustmentsChapter7Yourincorrectdeliveryhascausedagreatdealoftroubletous.你们送错货物，给我们带来了极大的麻烦。DeliveryofthegoodsorderedonMarch3isnowconsiderablyoverdue.3月3日订购货物的交付现已逾期甚久。IV.UsefulPatternsandSentencesClaims:1.DescribetheproblemRoutineClaimsandAdjustmentsChapter7Thegoodsarenotuptothestandard.货物没有达到标准。Weregretthatonly20setshavebeenreceivedtodatewhereasourorderindicates25.我们非常抱歉地通知您，迄今为止我们只收到了20台货物，而我们订购的是25台。IV.UsefulPatternsandSentencesRoutineClaimsandAdjustmentsClaims:1.DescribetheproblemChapter7Pleaselookintothismatteratonceandletusknowthereasonsforthedelay.请立即对此事进行调查，并通知我们迟延的原因。Wehopethatthegoodswillbesentimmediately.我们希望货物即刻发运。IV.UsefulPatternsandSentencesClaims:2.NamespecificactionstoremedytheproblemRoutineClaimsandAdjustmentsChapter7Inviewofourfriendlybusinessrelations,wearesurethatthematterwillbesettledappropriately.鉴于我们之间友好的业务关系，我方相信此事定会得到妥善解决。Wearelookingforwardtoasatisfactoryconclusionofthematter.我方期待此事有一个令人满意的结局。Yourquickdispatchwillbemostappreciated.请尽快发运，我方不胜感激。IV.UsefulPatternsandSentencesClaims:3.CourteousdemandforactionsRoutineClaimsandAdjustmentsChapter7Ifyoucannotprovidequalifiedgoodswithin3days,we’llaskforarefund.如果贵方在3日内不能提供合格产品，我方将要求退还货款。You’llhavetomakecompensationforallourcosts.贵方将赔偿我方的全部损失。IherebyinformyouthatIamlodgingaformalcomplaintagainstyourcompany.特此通知贵方，我方将正式投诉贵方。IV.UsefulPatternsandSentencesClaims:4.StrongdemandforactionsRoutineClaimsandAdjustmentsChapter7...shouldreachyouinthreedays.……应该在三天内达到你处。Ihaveinstructedourpersoninchargetopickupatyourofficethedamagedmonitorandtoreplaceitwithanewone.我已告知我方相关负责人到您办公室取走损坏额显示器，并更换一台新的显示器。By...,yourthreeDovebicyclesshouldreachyouat...shop.在……之前，您订购的三辆“飞鸽牌”自行车将送达……商店。IV.UsefulPatternsandSentencesAdjustmentsRoutineClaimsandAdjustmentsChapter7claim:tolodge/file/enter/make/raiseaclaimagainst/withsb.onacertainshipmentforacertainreasonforamountofmoney对某批发货由于某种理由向某人提出索赔金额为……BuyershavelodgedaclaimonthisshipmentforRMB10,500Yuanforshortweight.由于重量不足，买方对这批货索赔人民币10,500元。Wehavealreadyraisedaclaimagainsttheinsurancecompanyfor$3,100fordamageintransit.因货物运输中受损，我们已向保险公司提出要求赔偿3100美元。IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsThequalityofthegoodsshippedagainstourorderNo.9823hasbeenfoundnotinconformitywiththeagreedspecification.我们发现，根据我方第9823号订单运来的货物质量与议定规格不符。Wemuchregretthatwehavetocomplainaboutthewayinwhichtheconsignmentjustreceivedhasbeenpacked.来货刚刚收到，但我们对这批货的包装不得不提出投诉，深感遗憾。Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsWeverymuchregrettopointoutthatashortageinweightof430lbs.wasnoticedwhenthefoodarrived.我们遗憾地指出，食物到达时发现短重430磅。WehavetoinformyouthattheDVDsetsweorderedfromyoulastmonthhavenotarrivedhere,norhaveweheardanythingfromyouconcerningtheshipment.我们不得不通知你方，上月我们所订购的DVD机尚未到货，亦未收到你方关于该货的任何消息。Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsInviewofthis,wehavenootherchoicebuttoreturnthefaultysetstoyouandmustaskyoutoreplacethem.鉴于这种情况，我们只好将有缺陷的几套退回，请务必予以调换。Itisclear,however,thatweareentitledtosomecompensation,andweshouldbegladtohearoftheallowanceyoupreparetomaketomeetthecase.然而，我公司享有要求赔偿的权利，我们希望了解你方准备给予的补偿金额，以解决此事。Chapter7IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsWehavereceivedyourletterof2ndApril,andverymuchregretthedelayindeliveringthegoods.我们已收到你方4月2日来信，对于货物交付过程中的耽搁深感抱歉。Oninvestigation,wefindthatthemistakewasindeedmadeinthepackingduetoconfusionofnumbers.我们在调查中发现，这个错误确实是在装货过程中由于数量混淆而造成的。Chapter7WearearrangingMr.Chengtocallonyoulaterthisweektocomparethematerialssuppliedwiththesamplesfromwhichyouorderedthem.我方将安排程先生本周晚些时候拜访你们，以便把所提供给你方的布料和你方据以订货的样品相比较。IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Oncomparingthegoodsreceived,weweresurprisedtofindthatthey对收到的货物进行对比后，我们惊讶地发现-arenotthesameasyoursample.-arenotuptothesamplewereceivedfromyou.-donotagreewiththeoriginalpatterns.-havenotturnedouttooursatisfaction.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Uponexamination,wefoundthat经过检查，我们发现-severalbaleswereseriouslydamagedowingtonegligentpacking.-16boxesweresplitopen.-youhavesentusasubstitutearticleinsteadofwhatweordered.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Wehaveexaminedthegoodsdulyreceivedandfound我们检查了这批按时到达的货物，发现-thepackingwassoaked.-halfthegoodsbroken(torn,beyondrepair,unusable,unsalable)-CaseNo.3&No.6arebrokenandtheircontentsbadlydamaged.-35piecesweremissingtherestunfitforuse.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Afterinspection,wefoundthat经过检查，我们发现-yourshipmentofourorderNo.123wasshortinweight.-thereisashortageof535kilos,thoughthepackingremainsintact.-caseNo.32onlycontains25toycarsinsteadof55onthepackinglist.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Underthesecircumstances,we在这种情况下，我方-havetoreturnthegoodstoyouatyourexpenses.-requestyoutodispatchaduplicateshipmentwithinonemonth.aresendingyoualistoftheinferiorgoodsforyourreplacement.shallholdthegoodsatyourdisposalpendingyourreply.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Ourcustomerssaythattheywouldobligeusbyretainingthesegoods客户可以帮忙保留这些货物如果-ifyouwillreducetheprice,say,by15%.-atareductionof12%ontheinvoiceamount.-ifyoucanallowusa5%compensation.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7Wearecompelled,therefore,to因此，我方不得不-lodgeclaimsontheshipmentexS.S.“Kunlun”asfollows:-makeaclaimagainstyouforUSD70,000.-requestyoutomakeupforthelossofUSD234,152wesustained.IV.PatternsandSentences(additional)RoutineClaimsandAdjustmentsChapter7假设你公司从BrotherIndustries,Ltd.公司购买了2000台XL-2600型缝纫机。货到后发现其中78台严重损坏，检验报告表明该破损是由包装不当所致。现写信给卖方要求对方换货，并补偿人民币4500元。Open.AdditionalexerciseRoutineClaimsandAdjustments