Unit 11 Claims and Settlement Unit 11 Claims and Settlement Unit 11 Claims and Settlement Unit 11 Claims and Settlement Claims Claims

Claims

• When a customer is dissatisfied with goods or services, a complaint letter will inform the company or organization of the problem. Such a letter should both present the facts and express the customer's dissatisfaction.

Claims • Because a complaint, unlike a claim,

does not necessarily call for action or compensation from the company, it should be answered gracefully. Indeed, the writer of a complaint is offering help to the offending organization, and it is an opportunity to improve its operations. Therefore, the response to a complaint should be concerned and courteous, not defensive. It may offer an explanation and suggest remedies that are being followed. It definitely should extend an apology.

Claims

• Claims are a special case. Even though they carry bad news, they are best written in the direct order. This order is justified because the reader usually wants to correct the problem and requires only that the facts be presented. Also, directness strengthens the claim. Early in the claim letter in a subject line or incidentally at the beginning, you should identify the transaction involved. Then you should state what went wrong, perhaps with some interpretation of the effects. Follow with a clear review of the facts, without showing anger. You may want to suggest a remedy. Your ending words should be cordial.

追索样函 公司对公司 Sample 1 • Background• Hewlett Office Supplies, Inc. 大约一年前委托 Pacifi

c Heating & Air Conditioning Co. 在办公室安装了一套暖气机，损坏的情况是油泵爆裂，不但损坏了机组本身，泵内燃油溢出，更导致办公室到处都是油污。 Hewlett Office Supplies, Inc. 的经理立即致函 Pacific Heating & Air Conditioning Co. 解释情况，要求立即对油泵进行免费抢修，对于油污造成的地面和电线损毁，以及业务上的损失，也要求给予赔偿。暖气机不修理好，职员就无法上班，业务损失估计每天达 2 ，000 美元。

Reference

• Dear Sir, • You installed the above heating

unit in our office about a year ago, but suddenly it broke down and oil spilled onto the floor. Not only the floor, but the adjacent wiring, has been damaged.

• We are therefore requesting immediate and free repair of the heater, floor, and damaged wiring. We are also requesting compensation for business loss, which is estimated at US$2,000 per day. (The employees cannot return to work until the damage is repaired.)

• May we have your immediate reply?• Sincerely

Sample 2 • Dear Sir, • I would like to inform you about an

incorrect invoice I received yesterday.• I made reservations in Hong Kong to

rent a car for three days in Vancouver, Canada. At that time, I purchased three “HORIZON DISCOUNT COUPONS,” each costing CN$50.

• However, when I showed the coupons to the Vancouver car rental clerk, he said he didn’t know about them and charged me a different price of CN$ 74 a day. I objected, but he insisted that I pay the standard rate .

2• Eventually, I was able to persuade him

to accept the coupons, but just yesterday I received from you a “CORRECTED COMPUTATION” statement for CN$72 based on the following calculation:

• CN$74 per day *3days = CN$222• Credit for three $50 coupons: -CN$150• Amount due CN$72

3• I feel this charge is unfair and would

like to request that you cancel it.• In addition to the incorrect bill, I fell

that I was not treated kindly when returning the car. From beginning to end I experienced a complete lack of professional service.

• Would you please avoid the above “Corrected Computation ” charge and send me your comments?

• Sincerely

Adjustments to Claim Letters 1

• Replies to complaints should always be courteous, even if the complaint is unfounded; the sellers should not say so until they have good and reliable grounds on which to repudiate the claim.

• When you are the seller, the following rules are to be followed when dealing with a complaint:

2The first thing that has to be decided is

whether the complaint is justified. If so, then you have to admit it readily, express your regret and promise to put matters right.

If the complaint is not justified, point this out politely and in an agreeable manner. It would be a wrong policy to refuse the claim offhand.

If you cannot deal with a complaint promptly, acknowledge it at once. Explain that you are looking into it and that you will send a full reply later.

• All complaints should be treated as serious matters and thoroughly investigated.

接受客户 / 公司的追索

• 对客户来函表示谢意，最简单的是说“ Thank you”.

• （撰信人自行决定）介绍贵公司的产品或者经营理念

• 对客户（消费者）蒙受的损失表示同情• 解释贵公司对事件的分析或调查结果• 接受追索

Sample Letter• Dear Mr. Nielson,• Thank your for taking the time to

write concerning the charges for the car rented in the Vancouver.

• The Horizon Corporation prides itself on the quality of vehicles provided as well as the quality of service. There is no excuse for the unprofessional attitude you described and you have our apologies.

表示感谢

阐述公司产品或经

营理念I/We apologize 是当事态较为严重或者解决问题的前景黯淡时，才使用的道歉方式，一般说“ I/we are sorry” 即可，而： You have our apologies” 符合这里的情况

2• In view of the circumstances involved,

an adjustment is appropriate. Our accounting department has been instructed to credit your Visa discount rate for CN$72. this is represents the difference between the discount rate you were entitled to and the standard amount which you were billed for.

• We can certainly understand the annoyance you experienced. We hope you will regain confidence in our desire to give customers good service and will use Horizon again soon.

• Sincerely,

接受追索

解释处理方法

表示同情

拒绝客户的追索

• 对客户来信表示谢意，有人将之称为“纾缓句”。 （ Buffer statement ）

• （撰信人自行决定）介绍贵公司的产品或者经营理念

• 向客户解释处理该项追索的方法，或者解释贵公司对事件的分析或调查结果。

• （间接地对追索加以否认）如果合适的话，建议如何避免同类问题发生。

• （间接地对追索加以否认）如果合适的话，给予相当于成本价的最低修理或更换费用。

生产者或销售者往往是通过客户对产品的投诉和追索，加深对产品的了解，所以他们的致谢往往是由衷的

生产者或销售者往往是通过客户对产品的投诉和追索，加深对产品的了解，所以他们的致谢往往是由衷的

纾 缓 句 是 指

在 拒 绝 追 索

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分 的 客 气 话 ，

有 助 于 将 坏

消 息 的 影 响

减 弱 ， 可 以

说 是 一 张 软

垫 ， Bufferin 一 种 能 够

止 头 疼 的 药 ，

就 是 从 buffer 衍 生 而 来

的纾 缓 句 是 指

在 拒 绝 追 索

信 函 起 首 部

分 的 客 气 话 ，

有 助 于 将 坏

消 息 的 影 响

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说 是 一 张 软

垫 ， Bufferin 一 种 能 够

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就 是 从 buffer 衍 生 而 来

的

语言注意：对客户拒绝追索

• 拒绝客户追索需要特殊的处理手法。如果措辞失当，可能无意变成指责 客户。就算事实摆在面前，大概也不会有人愿意被人指责 自己的过失。在这种情况下，被动式就成为一种便捷 的语法工具，因为它不会将收信人与问题原因直接扯上关系。

拒绝公司对公司的追索• 对客户来函表示谢意，最简单的是说“ Thank

you”.• （撰信人自行决定）对客户蒙受的损失表示同

情（并非承认责任）• （如果合适）解释处理该项追索的方法• 解释贵公司有关该项追索的发现或审查结果

（如果与保险相关的追索，则须进行调查）• 有礼而直接地拒绝该项追索

拒绝客户追索样函• Dear Mrs. Cox,• We are sorry about the trouble you had with

your Sierra 20 Fan Heater and appreciate the chance to take a look at it.

• The Sierra 20 is one of the most reliable fans on the market today, due in part to the valuable information provided by our customers.

• When we removed the rear panel we found that the inner dust filter had not been replaced for quite some time, possibly for about three years. As a result, the lack of air intake caused the fan shaft to overheat which in turn damaged the bushings and other moving parts.

纾缓句启首

简单介绍产品

检查结果

客观分析

正面资讯：蓝色反面资讯：绿色

2• With your permission, we could replace

the filter and damaged parts for about US$150.00 (parts and labor). We think this would be worthwhile, because the heater is otherwise in good condition, and if the filter is replaced once a year we are sure you will have years of trouble-free operation.

• Please let us know if you would like us to make these repairs.

• Sincerely yours.

间接拒绝并见以解决

方案

态度积极，以客为尊

练习参考• Robbins 女士向 Bonnet Powder 的制

造商—— Pratt & Wilkinson Co. 提出投诉：当她使用该公司的洗涤粉清除灶台上的食物污迹时，原本仿大理石颜色的灶台表面被刮花，颜色也脱落。该公司收到投诉信，回复如下：

Reply • Dear Ms. Robbins,• Thank you for getting in touch with us. We

always appreciate knowing how consumers feel—pro and con—about our products.

• Naturally, we are concerned about your disappointment with Bonnet Cleaning Powder. Bonnet has been a standby in millions of homes for thirty years, and we certainly want it to maintain that position for many more years to come. For this reason, we have made every effort to improve the performance of Bonnet.

• Today, Bonnet is effective against tough stains but will not scratch such surfaces as stainless steel, fiberglass, and imitation marble. It is as safe as liquid cleansers and safer than other leading powders.

先行致谢

表示同情，产品简介

产品的有关情

况

2• With this background, we’re not certain why

you’ve had the results you reported. Perhaps the stains you’ve trouble with were particularly stubborn ones, or perhaps the surface is a little coarse thus holding onto stains. In this case, I would suggest applying Bonnet to the wet surface, rubbing gently, then letting the Bonnet stand about five minutes before rinsing.

• We appreciate the benefit of your comments, and they will be shared with the people responsible for Bonnet. For now, though, I am enclosing a coupon for a complimentary can of Bonnet. I hope you will give this product another try and will find its performance entirely satisfactory.

• Sincerely,• Sales Department

对问题进行分析，提供可行的解决

方案

表示感谢，间接拒绝主题

日常英文表述• Thank you for your letter of April

15. After we have reviewed the contents of your claim against our client, we will contact you. Please write or call me if you have any questions or further information to forward.

Reply to the Complaint • Dear Mr. Apaka:• We are very sorry for not confirming the arr

ival of your tour group at Pacific Hotel, Hong Kong, but unfortunately we were not informed about this tour.

• However, your booking is now confirmed and we will have enough staff standing by. We look forward to your arrival tomorrow and wish you a pleasant trip.

• with best regards.

切勿以 We regret that 启首，佛语则会给人一种小 题大做的感觉

Practice 1 • 参阅 Sample 1 ，假设您是 Pacific Heating &

Air Conditioning Co. 的经理。当您收到这封信时，马上派一位修理工到 Hewlett Office Supplies, Inc. 对暖气机进行检查修理。修理工报告情况——恒温器（一种自动开关冷气或暖气机组的设备，将室温保持在指定的水平）不能开关 机组，导致暖气机过热，油泵破裂，最后机油泄漏满地。结论是恒温器故障， Pacific Heating & Air Conditioning Co. 须负责支付索赔款项。致函接受对方的追索并阐明赔偿内容的细则。

Practice 2 • 致函拒绝 Hewlett Office Supplies, Inc. 的追

索，理由如下：贵公司的修理工发现暖气机确实自动关闭，因为恒温器并无故障。然而，油泵爆裂，机油泄露。修理工发现时使用机油种类不当，令暖气机过热，操作过快，导致很温器无法及时将暖气机关闭，油泵因而破裂。暖气机本身和安装方法并无问题，因此比国内非Pacific 疏忽导致机组损毁。随信附上一张收费单，向对方收取 200 美元的零件和修理费用；另外建议对方按照暖气机上的标签指示，只用Golden State #2 机油。

Practice 3 • 一家阿拉伯进口商从香港新记药 业有限公司

（ Sun Kee Pharmaceuticals Ltd. ）购买了一批医药产品，然而当药品运抵客户实验室时，却发现有腐败的情况。客户将其中一部分药品送回新记检验，事后发现药品的确已被损，不能出售。新记于是免费为客户更换了全部药 品，并试图向货运公司承包公司——大利保险公司索取赔偿。然而，保险公司并未接受新记的追索，理由是机场方面并无签发任何文件确认两项事宜（ 1 ）该些药品确实损坏（ 2 ）药品是因为放在高温环境中以致损坏

补充资料：货运公司方面忘记了通知机场的有关负责人，要将该些药品存放在低温环境中，当时机场的温度高达 40摄氏度

补充资料：货运公司方面忘记了通知机场的有关负责人，要将该些药品存放在低温环境中，当时机场的温度高达 40摄氏度

这是一个独特的案例，制药商 （乙方）直接向货运商的保险公司（丁方），而非向货运商本身（丙方）索赔，虽然这并不是一般索赔途径但如果货运商大致上接受该项程序的话，也有可能发生。

这是一个独特的案例，制药商 （乙方）直接向货运商的保险公司（丁方），而非向货运商本身（丙方）索赔，虽然这并不是一般索赔途径但如果货运商大致上接受该项程序的话，也有可能发生。

图示

甲 乙 丙

丁

制药商给予赔偿

阿拉伯医药进口商

（收货人）

新记药业公司（生产商）

一般的申索途径

货运商

提出追索

大利保险公司

（货运商的保险公司）

图示

甲 乙 丙

丁

制药商给予赔偿

阿拉伯医药进口商

（收货人）

新记药业公司（生产商）

一般的申索途径

货运商

提出追索

大利保险公司

（货运商的保险公司）

问题• 1. 根据上述资料及背景图示，写信向货运公

司的保险公司（大利保险）索取赔偿。• 2. 以大利保险公司职员的身份，致函新记，

拒绝赔偿，原因是机场管理方面并无出具任何正式文件，阐明货品受损的原因。向对方解释公司必须在收到有关的证明文件后，才能考 虑赔偿问题。

• 3. 假如您（新记的职员）已经收到机场管理方面的有关文件，致函大利保险公司重申要求赔偿。

• 4. 以大利保险公司员工的身份，致函新记，同意赔偿。