『壹』 如何用英文肯定答复索赔和投诉信
用英文肯定答复索赔和投诉信
Reply to claim and complaint letter in English
『贰』 怎样肯定答复索赔和投诉信（二）
下面是答复这类索赔和投诉信应遵循的原则：
『叁』 在商场购买服装，因质量问题导致身体受损伤，要求商家道歉及赔偿，投诉信怎么写
接受投诉单位(称呼):
谁,什么时间,在什么地点,购买什么衣服,怎样受伤,伤势如何内(有医院容鉴定最好),商家态度如何.你想商家在什么时间内怎样道歉,怎样赔偿.如不同意,你将采取怎样的手段(法律手段,请不要暴力解决).
然后写上你的名字联系方式.
其实最好的方法是直接找律师事务所帮你解决.遇到损害个人身体,权益的事情找律师 这是一个趋势!
『肆』 快递货物延误索赔函怎么写
你好！
快递公司有承诺的，打个电话到他们公司投诉或者打给他们负责人就可以啦...
我的回答你还满意吗~~
『伍』 需要索赔，谁来帮我写一封英语投诉信，投诉国外邮局的
I asked a friend in New Zealand to buy a present, birthday presents ready friends, to March 20 must be in New Zealand March 14 to speed up the hair of a friend EMS (New Zealand Post nzpost the international express), the cost of more than ordinary You want a lot of, odd numbers are ED165238905NZ, their commitment to the hair 2 - 4 working days to reach the recipient, the results are not to leave New Zealand e-mail inquiries, or to stay at Picked up in the status, the reasons for the post office staff are doubt there are no mobile phone and battery separately, instead of opening such a matter, the question now is why do not notify the sender before opening, have not opened after the notice of the sender, as well as whether the hair pieces Human absence can be opened, until today, how e-mail inquiries not arrive its destination, the post office staff to tell the sender, is now away from the pieces of hair over four days, and March 20 also at the can not apologize for referring to the next Tuesday to get to, even what is the point I have ah! !
『陆』 如何写索赔信.18 详细
商务英语专业的中职毕业生就业岗位要求中职毕业生懂得商务流程、具备商务沟通技能并能处理一般的商务文件。商务英语信函写作课程的教学为了满足学生就业需求，应该遵循“实用”和“好用”的原则。 “以就业为导向”为指导思想的商务英语写作课程，一方面是依据“项目教学”的理念，基于对商务中的完成信函写作的流程对教材内容进行整合，防止教学内容与工作实际脱节。另一方面则要求教学要基于工作实际，准确定位教学目标和制定有效的教学评价标准，避免教学内容过难要求过高。本课题的Compensation（赔偿）是商务沟通中常见的交际任务。学生要学习的并不单纯是“赔偿信”的写作技巧，更重要的是要根据工作实际要求，学会在接到投诉或索赔的信件能及时恰当地作出回应,并通过书写赔偿信来最终解决问题，处理好赔偿问题。为此，根据 “项目教学”的需要，并基于“建构主义”教育理论中，让学生在做的过程中不断学习和增加新知识，需要把教材中 Compensation 基于知识系统的“定义——结构——样文——练习”的编排重新整合，增加能引起学生学习兴趣的生活实例，结合模拟实际工作操作的课堂活动，让学生在合作完成“项目”的过程中学习和巩固写作技巧，学习“赔偿信”的应用范围、书写格式及处理“索赔”问题时应有的服务意识和做法等，并最终在参考书籍和工具书的辅助下应用知识，写出符合商务沟通要求的赔偿信。 二、 1 课时，45 分钟 （一） 本案例适合中职商务英语专业二年级学生. （二） 对象分析：经过一年的学习，商务英语专业二年级的学生已经有一定英语基础，但还是相对薄弱。学习商务英语写作课程也有一段时间，学生对前面所学的商务流程知识也初步了解，并懂得了“索赔”的概念和写作技巧。可以说对于“赔偿信”，学生本身是具备一定词汇量、写作技能、商务知识作为学习的准备和基础的。但是，由于学生缺乏在实际工作岗位上操作的经验，学生之间的认知水平和学习能力也存在着多种层次，学生之间个性差异较大，这些因素都有可能影响到教学的顺利开展。 （一）课题名称：Unit 9 Compensation（赔偿） “商务英语写作——Compensation”教学设计 第2 页（共9 页） （二）教学目标 1．认知目标： 1） 了解处理赔偿的基本操作流程； 2）掌握赔偿信的基本格式及内容； ３）掌握一般赔偿信的涉及内容的英语词汇（较高要求）。 2．能力发展目标： 1）培养学生分析问题和解决“索赔”问题的能力； 2） 帮助学生利用参考书籍和工具书完成符合格式要求的赔偿信 2． 情感目标： 1） 培养学生形成群体合作意识和自主学习的意识； 2） 帮助学生逐步树立客户服务意识。 （三）教学重点难点： 1）减少因学生词汇量少、商务常识少而造成的学习障碍； 2）指导学生利用参考书和工具书写出符合格式要求、表达恰当的赔偿信； ３）克服学生个体学习差异大的困难，使不同层次的学生都能有所得。 （四）课前准备： 1．准备活动用文字材料、电话录音、提示小锦囊、课堂评价小卡片 2. 制作PowerPoint 课件，准备多媒体教学辅助设备、黑板 3．组织学生按四人为单位分成小组，旨在协作中了解商务流程，培养团队合作精神 （五）教学步骤 Step 1: Lead-in (5 minutes) Activity involved: Survey Teacher’s task 1: Show a newly-bought disc which has been broken to students and ask for suggestion to solve the problem whether to raise a claim and ask for compensation or not. Student’s task 1: Answer and exchange ideas with the teacher and other students. Teacher’s task 2: Give students instructions to complete the following survey about complaints and compensations Students’ task 2: Finish the survey quickly to get brief understanding “商务英语写作——Compensation”教学设计 第3 页（共9 页） Survey: 1. Have you ever complained about the procts or services? [ ] Yes [ ] No 2. How do you usually raise your claim(s)? [ ] E-mail [ ] Fax [ ] Letter [ ] Telephone [ ] Face to face [ ] None 3. Have you ever got any compensation for your complaints? [ ] Yes [ ] No 4. What compensation do you usually get? [ ] Money [ ] Discount [ ] Service [ ] Proct [ ] Others 5. Ａre you satisfied with the compensations? [ ] Yes [ ] No Teacher’s task 3: Collect information by having students raise hands and write down the results on board Students’ task 3: Give ideas following instruction; know the relation between ‘claim’ and ‘compensation’ Purpose: To help students get some ideas about compensation; to motivate students’ interest in participating classroom activities. Step 2: A telephone claim (8 minutes) Activities involved: Gap filling: Complete the information card according to a telephone conversation Teacher’s task 1: Play a telephone conversation about complaining as follows; then ask students to listen carefully and tick collect information from the conversation Students’ task 1: Read the information card, then listen to the conversation, collect information and complete Part A of the card. The telephone conversation: (‘M’ for Manager of GTC Trading Corporation, Christine; ‘CC’ for the complaining customer) M: Good morning, GTC Trading Corporation. CC: I want to speak to Christine. M: Speaking. What can I do for you? CC: Here’s C&D Clothing Company. I want to raise a claim. M: Yes? CC: The sport wears we bought from your corporation are roughly made and the colour is wrong too. M: Oh! I … “商务英语写作——Compensation”教学设计 第4 页（共9 页） The information card: Part A 1. Which word does Christine make apology to the customer first? [ ] Thanks [ ] Excuse [ ] Apology 2. Does Christine give the excuse for the problem then? [ ] Yes [ ] No 3. What solutions does the woman suggest in the end? [ ] To deliver a new lot of goods [ ] To give money for compensation Part B: 3 key words for solving complaint problem 1. A _ _ _ _ _ _ 2. E _ _ _ _ _ 3. S _ _ _ _ _ _ _ (s) Teacher’s task 2: Ask students to find out three key words about the steps for solving the complaint problem in the information cards Students’ task 2: Discuss with partners and write down three key words according to the initials, then check the answers. Read aloud the three words together. Purpose: Students learn the basic structure and contents of compensation Step 3: Handling Claim Problem (13 minutes) Activities involved: Solving complaint problem, writing compensation letter to the claim letter Teacher’s task 1: Ask students to judge which one would be a claim letter under the situation as what was said in the telephone conversation; after students pick out the right one, briefly summarize the situation in which the compensation is used Students’ task 1: Skim the letters and pick out the claim letter Teacher’s task 2: Briefly remind students the situation of the claim letter, give each group some coloured paper as parts from a reply compensation letter to the claim, ask students to stick the paper to form a suitable one Students’ task 2: Read and reorder to form a complete and suitable reply letter to the claim “商务英语写作——Compensation”教学设计 第5 页（共9 页） The claim letter from C&D Clothing Company: Dear Sirs, We regret to inform you that the sports wears we received on July 30, 2006, against our contract No. SW0730, are not up to your usual standard. The sports wears seem to be too roughly made and the colour is wrong too. We have sent you a sample of that you can compare it with the original sample. We ask you to cut price by 40% to compensate our loss. Sincerely yours, C&D Clothing Company The compensation letter to reply the claim: Dear Sirs, I am sorry to hear the bad news from you. The only excuse we can offer is a recent worker shortage of our corporation. We apologize for these mistakes. We will pay our most careful attention to your future orders and assure you that we will give you no further reasons for complaint in the future. As regard to compensation, we will deliver a new lot to replace the undesirable one. Yours sincerely, Christine Teacher’s task 3: Give each pair a different compensation letter with key words or phrases missing, ask students to fill in blanks to finish the letter by using the sample letters on textbook as reference and dictionaries. Students’ task 3: Fill in blanks with the useful expressions for expressing ideas about compensation, using the sample letters and dictionaries for help “商务英语写作——Compensation”教学设计 第6 页（共9 页） Teacher’s task 4: Check answers with students and help students to briefly summarize the useful expressions for showing ideas in the compensation letter Students’ task 3: Exchange the letters in group of four, check answers for each other Useful expressions as: Apology: I am sorry … / I apologize for … Excuse/Reason: The only excuse we can offer … / The reason is … Solutions: As (regards) to the compensation, we will … Purpose: Students analyze the situation and structure of compensation and write compensation letter with the help of reference samples and dictionaries Step 4: Application and assessment (15 minutes) Activities involved: Solving new complaint problem, writing compensation letter under similar situation Teacher’s task 1: Show four different situations of claims (e-mail, fax, online, letter), ask students to choose one and write reply compensation letter to solve the complaint problem indivially with the help of three hints in the envelops if necessary. Envelop A: Useful expressions for writing Envelop B: Useful vocabularies for writing Envelop C: Structure and some sentence patterns for writing (for students of lower level) Students’ task 1: Read the situation, choose one situation and write a compensation letter to reply and solve the complaint problem. Students can choose one or two or even all of the hint cards from the envelops for help according to their needs, but they are advised not to use the hints first of all Teacher’s task 2: Ask students to exchange the letter with their partner and check for each other according to the evaluation standard as follows. Go around and take notes of students’ common mistakes. Guide students to assess the compensation letter by focusing on the structure and relating key patterns only. Students’ task 2: Exchange the compensation letters and evaluate for each other. Recommend the best letter. Raise questions if any. “商务英语写作——Compensation”教学设计 第7 页（共9 页） The Evaluation Form 评价标准：习作（满分50 分） ＋ 个人课堂表现自评（满分50 分）＝ 个人课堂评价得分 赔偿信 版式（10 分） 正文（30 分）：信息重组的准确性 词汇/语法 （20 分） 格式 5 分 版面 美观 5 分 Apology (10 分) Excuse/Reason (10 分) Solutions (10 分) 自评 参与小组合作情况10 分 完成各项活动的效果10 分 掌握赔偿信的格式10 分 完成赔偿信情况 10 分 使用参考书与词典10 分 Total Purpose: Students try to solve complaint problems; write compensation letters under totally new situation; improve their ability of solving problems; make evaluation Step 5: Summary (3 minutes) Activity involved: matching:-- structure and expressions Teacher’s task: Ask one or two students to talk about the proceres of solving complaint problems including the main points in the body as ‘apology’, ‘excuse/reason’ and ‘solutions’, and the whole class do the matching activity together. Purpose: To reinforce students’ comprehension of writing a compensation letter as well as the key patterns, so that students can quickly set up the framework of the letter and rece the difficulty of letter writing. Step 6: Assignment (1 minute) 1. Review the definition and structure of a compensation letter and finish Activity 7 and Activity 8 on Page 141 and 142 in the text book. 2. Read the hand-out claim letter written by another group. Discuss in groups and decide whether to agree or reject compensation. Write a complete compensation letter in groups. （六）板书设计 “商务英语写作——Compensation”教学设计 第8 页（共9 页） Unit 9 Compensation 1. Results of the survey: 1. [ ] Yes [ ] No 2. [ ] E-mail [ ] Fax [ ] Letter [ ] Telephone [ ] Face to face [ ] None 3. [ ] Yes [ ] No 4. [ ] Money [ ] Discount [ ] Service [ ] Proct [ ] Others 5. [ ] Yes [ ] No 2. Situation & Relation Claim Compensation 3. Evaluation: :_______ 版式： 格式（ ） 版面美观（ ） 正文： Apology（ ） Excuse/Reason（ ） Solutions（ ） 词汇/语法： （ ） : _____ _______ 4. Assignment Write a compensation letter to reply for the claim letter you’ve received （七）教学效果预测 本课题涉及的教学内容较多，知识结构复杂。采用项目教学方法，让学生通过模拟实际操作过程学会分析问题、解决问题。结合“个人－对子－小组”的活动组中方式，学生可以在团队合作中做到相互协助、取长补短，并形成团队合作意识。在合作中取得的成果，更可以激励学生积极发挥个人在群体中的作用，从而提高教与学的效率和效果。但由于学生水平不一，存在能力差异，会造成个别学生参与模仿写作练习的难度。虽然不会影响到整体教学效果，但希望合作的方式可以减低对这些学习困难学生的影响。 Raise claims or Complain about goods Reject to compensate or Accept compensation 1. Acknowledge learning the bad news 2. Excuse / admit the fact 3. Solutions (reject / accept) “商务英语写作——Compensation”教学设计 第9 页（共9 页） 本课题教学是依照“项目教学”和“建构主义”的理念来设计课堂教学活动的。以生活中索赔的例子引入，再以调查问卷把学生从生活经验带入商务领域，符合中职学生的认知特点，激发学习兴趣。根据中职学生的思维特点，课堂教学是依据情境教学的思路设计，以工作过程安排课堂写作教学活动，使学生在赔偿信的写作过程中逐步掌握相关商务知识和构建赔偿信的知识结构。为了解决学生词汇量少、表达困难等问题，同时降低教学内容的难度，我注重引导学生在样文找到关键词句，并利用词典完成整个写作过程。在模仿写作中使用的“提示小锦囊”，是为了帮助能力较弱的学生利用提示来完成写作任务，增强他们学习的信心，优化课堂教学的效果。同时在学生完成赔偿信写作后我还设计交换点评习作的活动，让学生主动发现、讨论和修改错误的过程进一步提高学生对写赔偿信的理解。在整堂课的教学中，学生有大量的形式各异的写作活动，教师提供评点、引导和帮助，起着“师傅”和“教练”的作用。但由于课堂活动容量较大，给予学生理解知识的时间较少，学生的发挥受到一定的局限，有可能会影响教学效果。
『柒』 客户索赔邮件如下，怎么客户答复
仅供参考：
面对客户的索赔，最重要的是稳住心态，千万不要自乱阵脚！
1、首先先核实客户说的情况是否真实，注意搜集证据
很多业务员收到客户索赔邮件后，什么都不考虑就抓起电话给工厂批评臭骂一通，这真的是属于无脑的行为！
99%的工厂都会说不可能，我们的质量/包装一直很注意，从来没有被客户投诉过，绝对不可能出现问题。你百口莫辩。
这个时候，首先不要先告知工厂索赔的事情，先联系客户，索要照片等相关材料。耳听为虚，眼见为实
2、拿到实际的证据之后，联系工厂，告知情况，要求尽快查明原因
给工厂打电话也好，写邮件也好，都必须要预先好好考虑，应该怎么沟通。
举个例子，客户因为产品质量问题索赔，要求索赔 2500 美金，客户发来多张照片，确实此批货存在做工上的问题，很多产品脱筋了。于是，我考虑了一番后，先给工厂打电话。
“张总，上次出的那批货客户投诉有质量问题，很多货大面积脱筋了。客户要索赔货值的 30%（3500美金、。客户说等会拍照片发过来，您看怎么处理？”
“等你收到照片，发过来给我看一下，我再跟你说。”
然后过几个小时后，写一封邮件给工厂，附上客户发来的照片，正文中把客户的索赔原文稍加处理粘贴上（2500USD 改为 3500USD，客户的口气改的生气些，加些感叹号，给一些语句标上红色。。、，然后在英文的下面，原原本本的写上中文释义，语言用词上不要过渡引申和渲染，原原本本的体现口气，感叹号和标注红色即可。
邮件的最后，要求工厂立即配合调查原因，回复客户。
工厂张总受到邮件后，立即安排相关人员去排查生产记录，调查当天负责生产的工人，调查原材料购入记录之后查得原因：
上一批采购的橡筋，换了一个供应商，弹性没有之前的好。（质量把控的问题、
工厂如实告知了原因后，并且说到客户的赔款数额太高，麻烦尽量和客户解释情况。
3、慎重地回复客户的索赔邮件，表达歉意，解释原因，给出解决方案，争取降低赔款
考虑一下，认认真真地回复客户邮件。
首先表示非常抱歉，其次说明: 原因在于我们的原材料供应商前两个月更换了新的机器，由于新机器的磨合期还没有过，生产出的橡筋不是很稳定。
这里注意：有些时候犯的一些“低级错误”不要直接就原文不动地发给客户，发过去你考虑一下，客户对你的公司是什么样的印象？所以，适当的组织措辞很有必要。
针对这次的质量问题，公司非常重视，专门召开了会议，所有生产相关的部分负责人都参与检讨工作上的不足。
最终提出 解决方案: 新的机器不再立即投入生产，公司派专门的技术人员进行调试磨合，磨合期过后，再投入正式生产。
索赔金额方面，我方损失太多。产品本来就利润很薄，因此恳请客户考虑一下长期的合作，能够适当降低一些赔款，不影响之后的合作关系。
客户回复邮件，他也希望这次的事件不会影响到合作关系。但是他的老板说最少必须赔付 2000美金。
4、积极和工厂联系，表现出努力和客户沟通争取降低赔款
我又打电话给工厂张总，告知已经把情况都解释给客户了，但是客户态度非常强硬。一定要索赔3500美金。
这样，您先别急，这两天我会好好跟客户谈谈，希望能够有些回转的余地。张总感激地连连说道，拜托了！
5、虚心承认责任在于我方，会尽快妥善安排并答复
我回复客户，感谢理解和信任！责任确实在于我们，我们正在积极调查，一定尽快给出答复。
注：这里有些业务员会务求和客户商量，赔款从下一个订单货款中扣除。我也曾经和一些客户这样谈过，但是有很多客户并不太能理解一个问题要放到后面再解决的态度。
我的很多客户回复不能接受这么做，更有的客户说：
Don't make things complex ! You should show the respect and sincerity in this order, NOT FUTURE ORDER !
6、给工厂一些意外的惊喜
隔了两天后，我再次给张总打电话，口气喜悦：（通电话的时候，哪怕你笑笑，对方也是能感受到的、
“张总，我这两天天天给客户的老板打电话，说好话求情，客户口气放软了一些，客户公司老板说考虑到今后还想继续合作，同意降低一点索赔金额，3000美金。”
“太好了！这次的教训太大了，以后我们一定注意控制好质量，绝不会再出现这样的问题！”
“谢谢您的理解！我知道你们这次损失很大，可是质量出现问题，我也没有办法！错了就是错了，很多时候我没办法跟客户讨价还价，借口多了，客户可能会很反感不跟我们合作了！”
“恩，是的。那就这样吧，这次就当花钱买个教训吧！真是谢谢你！”
“应该的，谁都不想出现这样的问题。有什么新的进展，我再及时通知您！”
然后又过了两天之后，我再次给张总电话，口气更加喜悦：
“张总，这两天我和客户商量了半天，希望可以再降低一些赔款。客户说如果我给他更好的支付方式，他就想办法和他们老板减少赔款。我和公司领导商量了一下，我们都觉得做为合作伙伴，遇到困难的时候应该帮一把渡过难关。我们最后给客户预付款由30%降到20%，尾款船快到港前十天付款。作为条件，客户也最后同意了索赔金额从 3000美金 降到2500美金！”
“太感谢了！我这两天都为这个事情愁的睡不着觉。损失少一点是一点！”
“这次确实损失不小，下次一定要注意了。另外，我跟公司领导商量了一下，这个订单本来利润就不多。作为长期合作的伙伴，这单我们就抱着不赚钱的打算，帮您承担500美金。发生这种情况，谁也不想看到。我也只能做这么多了！希望这个事情尽快能够顺利解决。”
“太好了！过两天我亲自去你们公司去一趟，登门道歉！另外你下次来我这边，我要好好表示一下感谢！”工厂千恩万谢。
最后，工厂按照2000美金的赔款，在货款中扣除了。从此之后，我每次去工厂都热情招待，打样品也很积极配合。
7、让工厂签订质量保证书
为了避免再次出现以上的质量情况，起草一份正式的质量保证书很有必要！
为以后处理类似问题，增加谈判的筹码和保证。也能让工厂足够重视你的货的质量。
『捌』 写一封索赔信
写一封索赔信沐厂家，我在你商场买货，因质量不好，我想退货，但你不退，现在造成我经济很大损失，希望你索赔
『玖』 怎样肯定答复索赔和投诉信
granting your request but we want you to know we don't have to. 这比拒绝要求更糟糕。
下面是答复这类索赔和投诉信应遵循的原则：
1. A statement granting the claim graciously.
2. A statement referring to
the specific transaction.
3. A statement explaining tactfully and discreetly
how the buyer is at fault. Take care to avoid causing him or her "losingface".
4. A sales appeal, if appropriate.
5. A friendly close.
Dear Mr. Cooper
You will be enjoying new engines which we delivered to you yesterday. They
will reach you no later than August 10.
We received your letter of July 30 in which you requested that we replace two
MG - 02A diesel engines with two MG - 02B units. We are sorry to learn that the
MG - 02A engines which we shipped to you on June 6 did not prove satisfactory.
Our representative looked into the matter immediately with our chief engineer
in your city because we are always desirous of furnishing our customers with the
best and most efficient machines. They found that a MG - 02B engine is
recommended to be used for your particular diesel generating set. Apparently
this must have been overlooked by some people in your firm when MG - 02A units
were ordered.
Of course, we realize that sometimes an incident such as this occurs and we
are sending the engines you requested. We are sure that the newly delivered
models will meet your satisfaction and offer you the most efficient performance
of your diesel generating sets.
Please send back the original units by the first available vessel. If we can
assist you in any way in future, please let us know.
（例文《国际商务写作教程》，对外经济贸易大学出版社 英语点津 Annabel 编辑）