1、Unit 9 Settling ClaimsEnglish Correspondence for International TradeObjectivesTo learn about the general principles for settling claims.1To learn how to give appropriate responses to the clients complaints and claims.23To write replies to complaints and claims.Activities Dos and donts for settling c
2、laims01How to give appropriate responses?02Replying to complaints and claims03Language practice04Activity 1 Dos and donts for settling claimsI.Read the following statements about claim settlement and tick the ones that you think are appropriate.Share with your partner your choices and reach an agree
3、ment on the principles for settling claims.5!1.Upon receiving the customers claims,the seller should reply positively,at the first notice,by expressing the intention to settle the claims.!2.Upon receiving the customers claims,the seller should immediately clarify who,the seller or the buyer,is respo
4、nsible for the problem.!3.When replying to the letter of making claims,the seller should firstly say sorry.!4.Both parties,the seller and the buyer,should cooperate to investigate the problem,provide the essential documents of evidence and negotiate on how to settle the claims.6!5.If the buyers comp
5、ensation demand proves reasonable,the seller should pay for all the refund ASAP(as soon as possible).!6.The seller may try other compensation alternatives,such as offering discounts for future orders or allowing the customer to try on new models.!7.Even if the buyers compensation demand proves reaso
6、nable,the seller may have other alternatives to pay for it,e.g.applying for compensation installment or deferred compensation.!8.If the compensation proves unreasonable,the seller should simply reject it.7!9.Even if the compensation proves unreasonable,the seller should reject it by explaining the r
7、easons and providing evidence instead of a simple rejection.!10.The primary concern for both the seller and the buyer is to negotiate the solutions to the problem instead of deciding on whose fault it should be.!11.For complaints of defective goods of smaller value,the exporter should arrange replac
8、ement for the customer ASAP.!12.For repeated complaints of defective goods from the same customer or complaints of large value,the exporter should be cautious and collect relevant evidence first.Activity 2 How to give appropriate responses?Read the following problems and match them with the party wh
9、o might be responsible for the problem.1)container immerse in transit2)delayed/late delivery3)inconvenient after-sale service4)delivery of the wrong goods(color/design/OSD language)5)payment delay6)defective goods/low quality/non-conformity of quality7)damaged goods due to rough handling in transit8
10、)loss of goods within insurance coverage9)short weight or damaged goods under clean B/L10)short shipment/weight11)improper packingshipping companyinsurance companyexporterimporter2)3)4)6)10)1)8)7)9)5)On screen display languageActivity 2 How to give appropriate responses?Read the following emails fro
11、m three customers.Find out what they are complaining about and what their claims are and fill in the form below.Customer ACustomer BCustomer Cmaking complaints about:making complaints about:making complaints about:Claims:Claims:Claims:poor packagingasking the exporter to compensate for the lossmissi
12、ng goodsship 12 pcs to cover the loss asaplate deliverycompensation for the late deliveryTake the role of the exporter and prepare an outline of your reply to the above customers：Read the outline list below.Select the items that will be covered in your reply outline and put them into the appropriate
13、 order.Read the replies to the complaints at the end of this unit and figure out the outline of the sample reply.Activity 2 How to give appropriate responses?a.Advising the importer to make claims on the insurers.b.Confirming the receipt of the complaint letter.c.Agreeing to satisfy all the claims f
14、rom the importer.d.Arranging the Sales Representative to visit the spot,investigate and write a report.e.Contacting the carrier for the whole matter.f.Asking the importer to provide more information for the claims.g.Advising the importer to make claims on the shipping company.h.Checking with the fac
15、tory.i.Explaining our situations.j.Expressing regrets for the problem.k.Promising close cooperation all the time.l.Offering necessary documents/evidence.Activity 2 How to give appropriate responses?Outline listActivity 2 How to give appropriate responses?CustomersOur reply outlineThe sample reply ou
16、tlineCustomer A a b j i g lCustomer B b f hCustomer C b i e j Compare yours with that of the samples.Read the following sentences and classify them according to their functions.Activity 3 Replying to complaints and claims?State the specific problems:Lodge claims:Accept the claims:Offer other solutio
17、ns:Reject the claims:Offer assistance:2、3、6、12、17 1、4、5、11、14 7、8、1315、19、209、16、181、4、5、11、14 Read the emails below and underline the customers complaint and claim.Activity 3 Replying to complaints and claims?From:To:HSubject:Water Immerse for order No.5008Dear Mr.Huang,We have taken delivery of th
18、e goods under our order No.5008.In making an examination,we have found that half of the nylon backpacks have been immersed.As those nylon backpacks were not in a good condition to be put in the market,we cannot but to have them sun-dried,put in order and repacked,which inevitably resulted in extra e
19、xpenses amounting to USD 6,000.We expect compensation from you for the loss.We look forward to your prompt reply.Regards,Larry ChaoIf you were Mr.Huang,how would you respond to the complaint and claim?Tick the items that would be covered in your reply and add more if necessary.Then order them accord
20、ing to appropriate sequence in your reply.Activity 3 Replying to complaints and claims?Outline list1.confirm the receipt of the letter2.provide some solutions to the problem3.inform the buyer of the investigation result4.promise to investigate the problem immediately5.apologize for the water immerse
21、6.express regret for the water immerse7.confirm whose fault it is for the problem8.The outline of my reply:Write a reply to Larry Chao to settle the complaint based on your outline.Exchange your draft with your partner.Revise your partners draft according to his/her outline.Revise your own draft acc
22、ording to your partners feedback.Activity 3 Replying to complaints and claims?Keys to Language practice I.phrase translation1.残次品2.质量不合格3.重量不足4.交货短缺 5.集装箱水浸 defective goodslow qualityshort weightshort shipmentcontainer immerseKeys to Language practice I.phrase translation6.就损失向你方提出索赔7.解决索赔8.为了补偿你方损失
23、9.正在调查中10.经过检验 lodge claims on you for the losssettle the claimscompensate for your lossunder investigationafter inspectionKeys to Language practiceII.sentence translation1.请查收附件中的检验报告。2.我方认为你方应该对货物的损坏负责，因此我方就损失的赔偿向你方提出索赔。3.我们估计损失可能是由于运输途中或装卸货物的过程中的粗鲁搬运造成的。你方可向船公司或保险公司索赔。Attached please find the inv
24、estigation report.We think that you are responsible for the damage and claim on you for the compensation for the loss.We estimate that damage might be due to rough handling in transit or during loading and unloading.We suggest that you refer the claim to the insurance company.Keys to Language practiceII.sentence translation4.我方将会调查整件事情并尽快给您回复。5.我方将赔偿你方的损失。6.我方将退款30%。We will investigate the whole matter and gives you responses ASAP.We will compensate for your loss.We will give you a 30%refund.
