SituationalIntroduction（情景介紹）李娜實習的那家公司最近接到了一些投訴信，她也全都閱讀了，從中了解到投訴和處理投訴，索賠和理賠，也是公司業務中司空見慣的事。她就這方面的問題和困惑來請教于張經理。張經理給她講解了投訴是如何發生的，發生了又該如何正確對待和妥善處理等等，要求她熟練地掌握常見的術語，以便更好地理解這方面的英語函電。Ideally,itshouldnotbenecessarytocomplain,sinceinbusinesseverythingshouldbedonecarefully.Unfortunately,asinotherwalksoflife,thingsdonotworkoutaswellasthat.Errorsoccurandgoodsaremishandled;accidentshappenusuallybecauseofhasteandlackofsupervision.Thereisoftenashortageofstaff,somistakesareinevitableandcustomerscomplain.Complaintsmaybeofseveralkinds,andmayarisefromthedeliveryofwronggoods,damagedgoods,ortoomanyortoofewgoods.Eveniftherightarticlesaredeliveredinrightquantities,theymayarrivelaterthanexpected,thuscausingseveredifficultytothebuyerand,possibly,tohiscustomers.Thenthequalityofthegoodsmaybeunsatisfactory;perhapstheyarenotinconformitywiththesampleorthedescriptiononthebasisofwhichtheywereordered,ortheymaysimplybesecond-rateproducts.BackgroundKnowledge

1.Whydosomecustomerscomplain?2.Whatmaycomplaintsarisefrom?3.Whenshouldthesellersmakeinvestigations?4.Arethebuyersinterestedinhearinghoworwhytheerroroccurred?5.Shouldallcomplaintsbetreatedasseriousmattersandthoroughlyinvestigated?6.Ifthecompliantisjustified,whatshouldthesellerdofirst?7.Shouldrepliestocomplaintsbecourteous?8.Ifthevalueofthegoodsinquestionishigh,whatwillthesellerpossiblydo?9.Whatwilltheamountofthereductiondependon?10.Ifthesellersarethefirsttofindthatamistakehasbeenmade,whatshouldhedo?thecausesofcomplaintsandclaims;thekindsofcomplaints;thestepsofdealingwithcomplaints;whodeterminestheamountofthereduction;howtomakeexplanationsforthesellertothebuyerifhecomplains;ifthesellersarethefirsttofindthatamistakehasbeenmade,whatshouldhedo;Somebasicknowledgeaboutcomplaintsandclaims:takedeliveryof提貨

=makedeliveryof交貨eg.Youmaygotothewharfandtakedeliveryofthegoods.您可以到碼頭提貨。Howtowritealettertocomplainandclaimfortheshortweight.KeyExpressionscheckv核對，檢查eg.Weshouldbegladifyoucancheckandmakesureifallthis1000cartonshavebeenshipped.如果貴方能檢查并確保1000箱貨物已裝船，我方將不勝感激。Oncheckingthegoods在檢查貨物之后請看類似的表達方法：OngoingoverthegoodsAfterexaminationtheconsignmentUponopeningtheboxOnthecheckupKeyExpressionsentervt．記入，記錄，提出eg.Theyenteredthesumintheiraccountbook.他們將總數計入賬本。essentialadj.基本的；必要的；eg.Idonotknowwhetheryourealizeit,butthisconditionisessentialtous.我不知道你是否了解，但是，這個條件對我們是必要的。KeyExpressionscompleteorders完成訂單eg.InthisfactoryineasternJiangxiprovince,theyareworkinghardtocompleteorders.在江西東部這家工廠里，他們正加班加點的完成訂單。eg.Over120,000ofthemaskshavebeensoldworldwidewithMask-aradecompanystaffworkingaroundtheclocktocompleteordersbeforethewedding.超過120，000副阿拉迪面具公司員工趕在婚禮之前徹夜趕制的面具售出。thethirdtime第三次inthelasttwelvemoths在過去的12個月中KeyExpressionsshort-shipv.短裝，短數eg.Canweshort-ship5tons?我們可以少裝5噸嗎？alternativeadj.供選擇的；選擇性的；交替的KeyExpressionsfurther再次，更詳細,更遠的；深一層的furtherrepetition再發生此類事情furtherdiscussion深入討論furtherinformation更詳細的信息furtherdevelopment進一步的發展furtherstudy進一步研究；深造；繼續教育，進修

Howtowriteareplylettertosettlethecomplaintandclaimfortheshortage.1.Thankyouforyourfaxof17January.Weareextremelysorrytolearnthatanerrorwasmadeincarton13oftheaboveorder.感謝你方1月17號傳真來函，對于在上述訂單下的第13號紙箱發生的錯誤，我們深感歉意。Weareextremelysorryto…KeyExpressions2.forwardv.送，(迅速地)發送(信件、電報等)；寄發(貨物等)；傳送，傳達eg.toforwardmail轉交郵件促進，助長，推進；催促：eg.Heforwardedhisfriend'splan.他曾協助他朋友的計劃。beforwardedto寄給…eg.However,complaintswillbeforwardedtorelateddepartmentsforfollow-up.收到的投訴將轉至有關部門跟進。forward其他相關詞組：putforwardv.提出；拿出；放出；推舉出lookforward期待；盼望broughtforward提出forwardingn.轉發；促進；運輸業務；adj.運輸的；轉發的freightforwarding貨運代理；發貨；運費由提貨方支付forwardingagent運輸行；運輸經理人forwardingbusiness運輸業forwardingagency運輸業；運送營業KeyExpressions3)Wegreatlyregrettheinconveniencecausedbythisandtheprevioustwoerrorsandofferoursincereapologies.我方對此次還有先前的兩次錯誤表示真誠的歉意。請看類似的表達方法：Wereallymustapologizefortheinconveniencewhichhasbeencaused.Ihopeyouhavenotbeentooinconvenienced.Pleaseallowustoapologizeforputtingyoutosomuchtrouble.KeyExpressions4.assurev.確保，保證eg.Wecanassureyouthatthepricesweofferareveryfavorable.我方可以向貴方保證，我方所報的價格是十分優惠的。assuresb.ofsth.向某人保證某事eg.Wecanassureyouofthereliabilityoftheadvertisingeffectiveness.我們可以向你們保證廣告效果的可靠性。eg.Wecanassureyouofitsquality.它的質量，我方能向貴方保證。ensurev.保證，確保；使安全eg.Weensurethattheworkshallbedoneintherightway.我們保證把這項工作做好。eg.Inordertoensuresuccesswemusthaveacompleteandthoroughplan.為了保證成功，我們必須要有一個周密的計劃。KeyExpressions3.bedueto由于eg.Thedamagedgoodswereduetotheimproperpacking.貨損是由于包裝不當造成的。eg.Afteracheck-up,wefoundthattheshortweightwasduetothenegligenceofthewarehousestaff.經過檢查，我方發現短量是由于倉庫員工的疏忽造成的。KeyExpressionsHowtowritealettertosettlecustomers’complaintsandclaims.1.haveathoroughinvestigation徹查2.thedifficultyindoingsth.在做某事上有困難4.insteadof而不是eg.Hissuccessplayshisluckinsteadofhisskill.他取得的成功靠的是運氣而不是技術。eg.Whydon'tyouplayfootballinsteadofjustlookingon?你為什么不參加踢足球而只是看熱鬧?5.recommendv.推薦，介紹；勸告；eg.Thoughitistenyearsold,thisbookishighlyrecommended.盡管已出版10年了，這本書仍備受推崇。eg.Westronglyrecommendreportingtheincidenttothepolice.我們強烈建議將此事報警。KeyExpressions5.seizev.抓住；利用；（機器）卡住eg.Entrepreneursandmanagersseizetheupsideofturbulencenotbecauseofwhotheyarebutbecauseofwhattheydo.企業家和管理者能抓住波動的有利一面，并非因為他們是誰，而是因為他們做了什么。eg.Yourenginewillseizeupifyoudon'tputsomemoreoilin.你再不多加些潤滑油，發動機就要卡住了。eg.Andyetithappensthatthemachineryjams,thegearsseizeup.然而，所發生的這一切，讓司法機器發生了故障，司法的齒輪卡住了。6.greasev.涂脂于；賄賂eg.Themachineswillrunwellprovidedthattheyaregreasedintime.這些機器只要及時上油，就會運轉的很好。eg.Willyoupleasehavethecargreased?這輛車請你上點潤滑油好嗎？KeyExpressions7.coverv.包括，涉及eg.Thetalksareexpectedto

cover

othertopicstoo.會談估計還會涉及別的問題。KeyExpressions8.coverthegoodsagainstAllRisks給貨物投保一切險9.asyouwillrealize插入語，“正如貴方會意識到”的意思請看類似的表達方法：asyouhadexpected正如貴方原本預計asyoumayknow正如貴方所知10.neglectn.忽視eg.Heischargeablewithafaultorneglect.他可能因過失或疏忽而被控告。eg.Moneyisstartingtopourintoagricultureafter30yearsofneglect.在30年的疏忽之后，政府終于開始將資金投向農業。11.advisev.建議；勸告，忠告；通知；警告eg.Wemustadviseyouofthespecificationsofthegoods.我方必須通知貴方貨物的規格。eg.WewishtoadviseyouthatwehaveshippedyoutodaybyS.S.“TokyoMaru”,50casesofcarbonpaper.我方想通知貴方我方今天已將50箱復寫紙用“東京丸”班輪運至貴處。KeyExpressions12.intervaln.間隔；間距；幕間休息eg.Itsupdateintervalcouldevenbeoneday.它的更新間隔甚至縮短到了一天。13.atregularintervals每隔一定時間eg.Onlybearingsneedtobecontrolledatregularintervals.只有支座需要定期檢查和調整。14.Inthesecircumstances在這樣的情況下=inthiscaseeg.Who,inthesecircumstances,wouldwanttobeinchargeofglobalhealthattheWorldBank?在這些情況下，世界銀行中有誰希望負責全球的衛生健康事物呢？KeyExpressions15.replacementn.更換；復位；代替者eg.Inaddition,wesupplysmallpartsfor

replacement.此外，我們還提供備用小零件。eg.Thecarpetsareinneedof

replacement.這些地毯需要更換。eg.Wemustaskyoutoarrangeforthedispatchofthereplacementimmediately.我方要求貴公司必須替換貨物。19.replacev.取代，代替；替換，更換；歸還，償還；把…放回原處eg.Ifyouhavealeakingtap,replacethewasherorothercomponentsasrequired.如果你有一個漏水的龍頭，更換墊圈或者其他需要的零件。eg.Wearemorethanhappytoreplacethefaultydisks.我方很愿意為貴方調換損壞的光盤。KeyExpressions16.compromisev.妥協；讓步n.妥協，和解；折衷17.reachacompromise達成妥協18.makeacompromise妥協；折衷；做出讓步eg.Iampreparedtomakesomeconcessiononminordetails,butIcannotcompromiseonfundamentals.在一些細節上我可以作些讓步，但在基本原則上我是不會妥協的。20.atthe…costof以…價格或費用21.dropusaline給我們寫封短信eg.Imustdropalinetomyuncletothankhimforhavingus.我得寫封信給舅舅，感謝他邀請了我們。KeyExpressions22.authorizev.批準，認可；授權給；委托代替eg.Heauthorizedmetoactforhimwhileheisabroad.他委托我在他出國期間代行他的事務。23.firstrate一級的，一流的eg."Firstratefactory,superbfacilities,qualityemployees"aretheconsistentpursuitofourfactory.一流工廠，一流設備，一流員工，是我廠的發展方針。24.in…condition在…條件下，處于…的狀態ingoodcondition狀態良好inbadcondition情況很糟inseverecondition在嚴峻的形勢下28.concessionn.讓步eg.Wecannotmakeheavyconcessiontothematter.我們在這個問題上不能過于讓步。eg.Asaconcessiontohisreasonabledemand,thedoctorallowedhimtowork.醫生向他的合理要求讓步了，允許他工作。KeyExpressions29.satisfactoryadj.令人滿意的eg.ButIdoubtthatitisasatisfactoryexplanation.但我懷疑這是否是一個滿意的解釋。eg.WhileIknewwecoulddobetter,Idoubtedtherewasacompletelysatisfactorysolutiontoeitherofthetwoproblems.雖然我知道我們可以做得更好，但我懷疑沒有一個完全滿意的辦法可以解決這兩個問題中的任何一個。1.Becausetherearealwayssomemistakesoccurredinshipment.Task

1

2.thedeliveryofwronggoods,damagedgoods,ortoomanyortoofewgoodsandsoon.3.Onreceivingthecomplaint,thesellersshouldmakeinvestigation.4.No,theyarenot.5.Yes,theyshould.6.Ifthecompliantisjustified,thesellerwillatonceapologizetothebuyersandsuggestasolution.7.Yes,theyshould.8.Havethemreturned.9.Theamountofthereductionwilldependonhowbadthemistakeis.10.Theyshouldnotwaitforcomplaining,butshouldwrite,telexorfaxatoncetoletthebuyersknow,andeitherputthematterrightoroffersomecompensation.5.F1.T2.F3.T4.TTask

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10.D5.D1.A2.C3.C4.A6.A7.D8.B9.BTask

35.確保類似錯誤不再犯5.theconsequentlossTask4

A.1．這是你們在過去12個月里第三次……2.被迫去尋找別的供貨商3.得悉……感到極其遺憾4.由此引起的不便B.1.apologizetothecustomers2.lackofstaff3.Onreceivingthecomplaint,…4.offersomecompensationKeyWordscomplaint[k?m'pleint]n.抱怨，投訴inevitable[in'evit?bl]adj.不可避免的ideal[ai'di?l]adj.理想的supervise['sju:p?vaiz]v.監督unfortunately[?n'f?:t??nitli]adv.不幸地，遺憾地errors['er?]n.出錯occur[?'k?:]v.發生，出現mishandle[mis‘h?ndl]錯誤地處理haste[heist]n.匆忙，急忙sufficiently[s?‘fi??ntli]adv.充分地unsatisfactory[’?n,s?tisf?kt?ri]adj.令人不滿意的second-rate['sek?nd'reit]adj二流的execution[eksi'kju:??n]n.執行specify['spesifai]v.指定，詳細說明face[feis]v.面對courteous['k?:tj?s]adj.有禮貌的unfounded['?n'faundid]沒有理由的repudiate[ri'pju:dieit]v.批判，駁倒reliable[ri'lai?bl]adj.可靠的thoroughly['θ?r?li]adv.底地徹investigate[in'vestigeit]v.調查justify[‘d??stifai]v.證明...是正當的solution[s?'lu:??nn.解決辦法reduction[ri'd?k??n]n.減少，降低determine[di't?:min]n.決定substantial[s?b'st?n??l]adj.實質的consequent['k?nsi,kwent]adj.隨之發生的advantage[?d'vɑ:ntid?]n.優勢advisable[?d'vaiz?bl]adj.明智的incur[in'k?:]v.招致compensation[k?mpen'sei??n]n.補償，賠償complainingletter投訴信beinevitable不可避免的