学习目标
熟练掌握“投诉”及“理赔”等相关信函的基本写作步骤、常用句型、术语以及适用的写作方法，并能够根据不同的外贸情景，在规定的时间内完成写作，积累写作技巧，提高交际能力，为完成与“投诉”及“理赔”相关的外贸任务打下基础。
学习重点
熟练掌握“投诉”及“理赔”等相关信函的基本写作步骤、常用术语、句型以及适用的写作方法。
学习难点
能够根据不同的外贸情景，在规定的时间内完成写作，积累写作技巧，提高交际能力。
一、“投诉函”撰写建构
即使非常努力，在合同执行过程中，买卖双方有时难免也会遇到各种各样的问题。生产效率不高或不能及时安排生产会造成交货延误；质量把控不严造成产品质量不过关，会引起客户不满；运输不当也可能造成货物的损失，等等。当遇到问题时，买卖双方首先应当通过友好协商解决问题。如无法解决，则可诉诸于投诉、索赔等手段。当接到投诉或索赔时，相关当事方需要及时处理。
没有人愿意无故投诉，同样，也没有人愿意被投诉。因而，投诉函的写作更具有挑战性，需要应用更多的写作技巧。
思考：如何理解下面这句话？
You can disagree without being disagreeable.
投诉函的写作应当有理有据，使用礼貌性的语言。你的目的是寻求问题的解决而非发泄怨气。因而，要避免使用谩骂（name calling）、讽刺（sarcasm）、侮辱（insults）、威胁（threats）等充满敌意（hostile）的语言。
●模拟外贸情景Business Scenario
你公司于2021年3月25日收到所订购的（Order No.987303）60 台T6 Sba 型吸尘器。经检验，货物质量不能令你方满意，故发起投诉。
投诉理由：
此批货物外表粗糙，品质低劣，其中3 台当打开电源时，完全不能工作。其质量远不如卖方一月初到你方店铺示范时所展示的产品的性能。
带来的不便：
你方已将此型号列入新产品目录，而且，已收到大量查询。但由于货物质量远不能满足你方客户的要求，你方已不得不取消目录上此型号的产品，并要向客户做出大量解释。
●明确撰写要求
去函给卖方Mr.Chua，进行投诉，要求全额退款或者用同样价格购买T10 Yng 型（高配）产品。
●撰写构思Planning
步骤1 确定写作目标（Identify the Objective）
说服（To Persuade）
步骤2 明确主题（Determine the Main Idea）
提出投诉
步骤3 选取支撑信息（Choose Supporting Information）
列举投诉的原因以及给自己带来的不便
步骤4 确定写作方法，组织整理材料（Determine the Writing Approach and Adjust the Message）
坏消息——“迂回曲折法”（Indirect Approach）
●完成撰写（按照“迂回曲折法”分步建构）
步骤1 以中性消息开头
Dear Mr.Chua,
We have received the shipment of 60 T6 Sba vacuum cleaners under Order No.987303 on 25 March 2021.
步骤2 解释投诉理由
理由一 货物存在的问题
After examination,we found the vacuum cleaners that you delivered were poorly finished and shoddy①,3 of which could not even work when the power was turned on.They are certainly not as good as the demonstration models that were shown to us when your representatives visited our shop in early January.
理由二 解释问题带来的不便
This matter has been causing us great inconvenience since we have now included the T6 Sba in our new catalogue and are receiving a large number of enquires about it.We shall now be facing with cancelling it from our catalogue,and explaining to our customers that it is no longer available.
步骤3 提出要求（索赔）
We should like you to refund the money we have paid you for these machines.Alternatively,if this is unacceptable,we should be prepared to accept the T10 Yng at the same price as a replacement for the T6 Sba.
步骤4 期待问题能够尽快得到解决
We look forward to hearing from you in the very near future.
Yours sincerely,
●总结“投诉函”撰写步骤（意义建构）
①信函开头，提及收到的投诉，并对产品或服务进行详细描述（产品的型号、数量以及价格等）
Mention the date and number of the order,the delivery date and the goods complained about,and list the price of each article,which will make a recheck easier for the reader.
We have just received…
②描述遇到的具体问题、经历的不便
State reasons for being dissatisfied and ask for an explanation by describing the circumstances of the error.
The materials are quite unsuited to…
These goods are entirely useless to us…
This has caused us much inconvenience.
20% of the packages had been broken.
It was found that upon examination…
③提出投诉，清楚阐明你方要求（道歉/更换/退货/全额退款等）
Suggest a possible solution to the problem or claim.(Alternatives/Suggestions)
④要求尽快处理索赔要求
We wish to get your early reply.
We look forward to your settlement at an early date.
●加深理解
二、“复投诉函”撰写建构
当接到投诉时，我们应当迅速采取行动，对客户所投诉的问题进行彻底、快速地调查。一封有效的回复函应当能够弥合双方分歧，重塑客户对我们的信心。“复投诉函”一般可分为两类：“同意”和“拒绝”。
（一）“同意投诉函”撰写（Adjustment Letters That Tell the Customer “Yes”）
相对而言，此类信函处理起来要容易些。将同意对方投诉的“好消息”置于信函开头，可以使对方一读到信，即被置于一个积极、正面（positive）的氛围之内，使其能够更容易接受你的解释，修补受损的商务关系。
但处理这类信函，要注意避免两个极端：一是不要让读者感到你的道歉、你对投诉的接受很勉强（reluctant）；同时，还要注意不能卑躬屈膝、无休止地道歉。诸如“Our company is completely at fault.”“Such shoddy merchandise is inexcusable.”之类的句子应当避免。否则，你们公司可能会永远失去这个客户。
●模拟外贸情景Business Scenario
你公司收到买方于7月16日对你们发货服务方面的投诉。经核实，最近几批货物，运输公司的确发货缓慢。
●明确撰写任务
去函给买方Mr.Lee，对由于货物运送迟缓给他们带来的不便表示歉意，并说明货物（Order No.735228）将会在未来三天内发出。同时表明，你方目前正在考虑更换运输公司。
●撰写构思Planning
步骤1 确定写作目标（Identify the Objective）
提供信息（Provide Information）
步骤2 明确主题（Determine the Main Idea）
同意买方投诉并采取弥补措施
步骤3 选取支撑信息（Choose Supporting Information）
解释出错的原因
步骤4 确定写作方法，组织整理材料（Determine the Writing Approach and Adjust the Message）
好消息——“平铺直叙法”（Direct Approach）
●完成撰写
●总结“同意类投诉函”撰写步骤（意义建构）
①承认客户的投诉有道理，并表示歉意。
②简要说明你们准备采取何种措施弥补过失，如退款、扩大质保范围、下笔交易给予折扣、维修遭受损坏的货物等等。
③向客户解释问题发生的原因，但要避免任何诸如“此类问题再也不会发生”的承诺。这样的承诺很可能会超出你的可控范围。
④以积极、友好的语气结束，比如期待再一次合作。（注意：信函结尾不要反复提及问题，不要反复道歉）
●加深理解
（二）“拒绝类投诉函”撰写（Adjustment Letters That Tell the Customer “No”）
没有人愿意投诉，更没有人愿意自己的“投诉”被拒绝。因而，拒绝类投诉函的撰写无疑更具挑战性，需要应用更多的写作技巧。
●模拟外贸情景Business Scenario
你公司收到了买方于2021年3月27日关于购买你方60 台T6 Sba 型吸尘器产品质量事宜的投诉函。
买方信函主要内容：买方对T6 Sba 型吸尘器质量不满意。（外表粗糙，品质低劣）
调查结果：
①经与你方销售代表Mr.Li 和Mr.Chen 核实，当初在展示此种型号产品时，买方是在对其质量进行了仔细检查之后才决定购买的，对产品工艺非常了解。故，买方退款的要求不能接受。
②秉承“客户满意”这一宗旨，如果买方能够在下周之内将60 台T6 Sba 型吸尘器完好退还，你方可以供应买方T10 Yng 型（更高配置）吸尘器，售价按照卖方目录价格给予买方5%的折扣。
●明确撰写任务
去函给买方Mr.Goh，拒绝投诉，提供理由并给出解决方案。
●撰写构思Planning
步骤1 确定写作目标（Identify the Objective）
说服（To Persuade）
步骤2 明确主题（Determine the Main Idea）
拒绝投诉
步骤3 选取支撑信息（Choose Supporting Information）
拒绝投诉的理由、提供替代方案
步骤4 确定写作方法，组织整理材料（Determine the Writing Approach and Adjust the Message）
负面消息——“迂回曲折法”（Indirect Approach）
●完成撰写（按照“迂回曲折法”分步建构）
步骤1 以中性消息开头（Neutral Statement）
Dear Mr.Goh,
I refer to your letter of 27 March 2021 regarding the standard of the vacuum cleaners we supplied to you recently.Thank you for bringing this matter to our attention.
It seems that you are not satisfied with the quality of the T6 Sba vacuum cleaners.You feel that they were poorly finished and shoddy,and not of a satisfactory standard for your customers.
步骤2 解释拒绝理由
I have discussed the matter with our Sales representatives,Mr.Li and Mr.Chen,to whom you spoke in early January at your shop,and they told me that you checked the T6 Sba very thoroughly before deciding to purchase and were aware of the standard of its workmanship.
步骤3 拒绝（中心思想）
We cannot give you a refund.(www.xing528.com)
步骤4 提供可行性建议，以美好意愿结束（Alternatives）
However,we feel strongly that your satisfaction is our top priority.So,in order to make up for some of the inconvenience you have suffered,we should like to offer you the chance to buy the T10 Yng at an unbelievably low price.If you return the 60 Model T6 Sba cleaners to us within next week (in perfect condition),we can offer a 5% discount off the list price of the T10 Yng.
Please contact us as soon as possible to tell if this arrangement is acceptable to you.
Yours sincerely,
●总结“拒绝类投诉函”撰写步骤（意义建构）
①感谢对方来信。避免使用带有敌意的句子（Reader-hostile），例如：
I was surprised to learn that you found our product unsatisfactory.
We have been in business for years and nothing like this has ever happened.
There is no way we could give you what you demand.
You obviously did not read instruction manual.
Your complaint is unjustified.
The company policy plainly states that such refunds are not allowed.
②提及投诉信主要内容，以使读者意识到你已经知悉（理解）了他们的投诉。
③解释不能接受投诉的原因。
④拒绝投诉。
⑤尽力为对方提供帮助，以使对方感到你在为他们着想。
Offer to repair a part for them.
Send them a replacement and install it free of charge or for a lower fee.
⑥期待进一步合作。
●加深理解
注释
①shoddy 劣质的，粗制滥造的
We’re not paying good money for shoddy goods.
我们是不会花大钱去买劣质商品的。
②half-inch multicore LAN cable 半英寸多芯电缆
③air purifiers 空气净化器
Words,Expressions and Sentences
1.表示提出索赔，常用的动词或短语有lodge，file，raise，register，lay，enter，submit，tender，make，issue，render，put in，bring up，set up 等。
2.在赔偿要求提出后，双方当事人会有不同反应。相应地，需要选用恰当的动词。
accept/admit a claim 同意索赔
entertain/grant a claim 受理/给予索赔
settle/handle/deal with a claim 解决索赔
adjust a claim 进行索赔
dismiss/reject a claim 拒绝索赔
relinquish/waive/withdraw a claim 撤回（放弃）索赔
3.表达一个完整的索赔要求可以使用以下句型
to lodge a claim within…days after the arrival of goods against （with/on） sb.on （for）goods （shipment/contract/order） for （the amount of） sum of money for （on account of）/on the strength of/in accordance with public surveyor’s report （Lloyd’s report/CCIB report） 就（某货物，合同，订单）由于（原因）在货物抵达后……天之内，根据……鉴定报告向某人（某公司）提出金额为……的索赔
Buyers have lodged a claim against the shipper on this shipment for USD500 for short weight.
4.表达“给对方造成的不便”
We regret the inconvenience you have sustained.
We must ask you to accept our many apologies for the inconvenience caused to you by our error.
We can only ask you to accept our apologies for the inconvenience you have been caused.
We apologize sincerely for the trouble/inconvenience we have caused you.
5.claim
（1）vt.
①索赔，索汇，索款；要求（应得）权利
Only the holder of the B/L may claim to be the owner of the shipment.
只有提单持有人才能要求取得货物的所有权。
②声称，宣称，自称，主张
He claimed that it was all a conspiracy against him.
他声称这完全是一个针对他的阴谋。
（2）vi.索赔，提出要求
Buyers have claimed on us for short shipment.
买主已因短装向我方（提出）索赔。
（3）n.（对权利等的）要求，索赔，索款，索汇
We have already raised a claim against the insurance company for $310 for damage in transit.
因运输中受损，我们已向保险公司提出要求索赔310 美元。
6.When we discussed delivery dates,you assured us that you could deliver by 2 December.However,the goods are now two weeks overdue/late.
7.We have been holding up production since June because you promised that the machine tools could be here soon.
8.There is a mistake in your invoice of 27 July 2020.You state that we received 240 Gent’s suits (Model Tarragon).However,we received 200 Gent’s suits (Model Orlando).
9.I regret that you have not sent us all the goods we ordered.You have sent us 50 Meyer condenser microphones (Model 65N) as agreed,but you have omitted to enclose the optional stands which we also ordered.
10.We urgently need these computers to upgrade the administrative functioning of our offices,and your slowness/inefficiency/poor quality control is causing a great deal of inconvenience.
拓展训练
一、单项选择
1.We shall lodge a claim for all the losses______as a result of your failure to ship our order in time.
A.to occur B.occurred C.to incur D.incurred
2.______the goods,we discovered that they were inferior in quality to the sample.
A.After exam B.Upon examination
C.Examination D.On examining
3.Consequently we find no______to compensate for the loss you claimed for.
A.land B.ground C.place D.position
4.Should any of the goods be found not up to the sample,we would undertake to replace them______a new consignment.
A.by B.for C.of D.per
5.We have effected insurance______the goods______110% of the invoice value______All Risks.
A.of,at,with B.for,in,against C.on,for,against D.to,at,over
6.They made a______on us for the damage.
A.communication B.discount C.reference D.claim
7.We very much regret that we cannot accept your claim on the coffee sets from the batch______you complain.
A.which B.of which C.about which D.on which
8.We have lodged a claim______ABC Co.______the quality of the goods shipped______S.S.“Peace”.
A.against,on,by B.with,for,under
C.on,against,as per D.to,for,per
9.If the claim cannot be______satisfactorily within this month,we will leave the matter in the hands of our lawyers to continue discussion with you.
A.made B.raised C.settled D.done
10.We hope you would______us for the loss.
A.make B.have C.bring D.compensate
二、填空
1.After going into the matter,we concluded that the damage might be due to the rough handling______transit.
2.We have lodged a claim against ABC Co.______the quality of the goods shipped.
3.We are sorry for the trouble the printer has caused you,but we are confident that it can be fixed______your complete satisfaction.
4.We have been waiting for delivery______July because of your promises.
5.The packing inside the case was too loose______the result______several cups and plates have been broken.
三、英汉翻译
1.Much to our regret,we cannot accept your claim because your cover does not include breakage.
2.If the quantity or quality of the goods does not conform to that stipulated in the contract,the importer can reject the goods.
3.The wrongly delivered articles in this case are of no use to us,and we hold them at your disposal pending your instruction.
4.Usually,there is a penalty clause in the contract to protect the buyer against loss from delay.
5.As soon as the claim is settled,we shall have the consignment returned to you with all expenses for your account.
四、汉英翻译
1.我们很遗憾，所交货物中一部分受海水侵蚀，质量减低很多，特此奉告。
2.贵方发货没有按合同规定日期到达目的地，因此应承担由此引起的损失。
3.客户已经就陶瓷器的破损问题向我方提出了投诉。
4.我们收到的教学仪器质量太差，远低于本地市场可以销售的水平。
5.由“大庆”轮运来的50 吨花生，由于短运，我方提出索赔2 050 美元。
五、模拟外贸情景写作实操
●Business Scenario 1
①你公司3月28日收到所订购的5 000 支钢笔（Order No.178653）。
②但最近你方收到了客户好几笔有关这些钢笔的投诉，有些客户已经要求退款。
③经仔细比较，你们发现这批钢笔中许多和卖方销售代表留下的样品性能不符，一些漏墨水，一些容易玷污纸张。
④去函给卖方Mr.David Sanders，要求重新安排发运4 000 支性能良好的钢笔。其中3 770 支用来更换你方还未销售的钢笔，另外230 支免费赠送你方，以便在你方收到客户投诉时能够为客户免费更换。希望卖方告知你方如何安排退还还未销售的钢笔。
●Business Scenario 2
你公司收到买方6月17日关于货物延迟抵达的投诉信后查明，上周你公司生产商发生严重火灾，所有发货都被延迟了7～10 天。对此，你公司深表歉意并答应三天之内发货，同时，同意将买方3 000 美金索赔金一周内打入其账户。
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