《秘书英语》11Complaints,Adjustments and After-sales ServicesWord

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Unit 11 Complaints, Adjustments and After-Sales Services

　　Secretary English

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Objectives

　　To grasp words and expressions about complaints,adjustments and after-sales services.

　　To get familiar with situations related with the threetopics above.

　　To understand the definitions, the patterns and theformats of letters of complaint or claim and their

　　replies .

　　To be able to write letters of complaint or claim andtheir replies according to the given information.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Contents

　　Ⅰ. Lead-in Ⅱ. Language Points Ⅲ. Classroom Activities Ⅳ. Practical Writing Ⅴ. Exercises Ⅵ. Key to Exercises

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅰ. Lead-in

　　The writing and applying for letters ofcomplaint or claim and their replies are the essential skills required on a secretary, they are also important types of documents in office business . After learning this unit, you are supposed to be able to grasp the basic skills of writing these types of documents.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅱ. Language Points http://www.wendangwang.complain v. 投诉 The tourist complained that the room was toodirty. 游客抱怨说房间太脏了。 He is always complaining. 他总是在发牢骚。

　　2. delivery n..交货 The next postal delivery is at 4 o'clock. 下一次邮递时间是四点钟。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅱ. Language Points 3.cancel ['kns l] v. 取消 He cancelled his order. 他撤消了定货单。 The match had to be cancelled because of bad weather. 比赛因天气不好只得取消。

　　4.oversight n. 疏忽 Through an unfortunate oversight your letter was leftunanswered. 由于令人遗憾的疏忽，未能给你回信。 Many errors are caused by oversight. 有很多错误是由疏忽造成的。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅱ. Language Points http://www.wendangwang.comrm v.告知 I wasn't informed of the decision until too late. 等到我得知这项决定时，已经太迟了。 Could you please inform me how to go about contactinga lawyer? 请您告诉我怎样去联络律师？

　　6. transit v. 运输 The goods were lost in transit. 这些货物在运输中丢失了。 The transit was damaged by flood. 运输线被洪水破坏了。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅱ. Language Points 7.claim v. 索赔、声称 He set up a claim to the throne. 他自称王位是属于他的。 The government would not even consider his claim for money. 政府甚至不考虑他的赔款要求。

　　8. stuffy adj. 闷热的 Our office is really stuffy. 我们的办公室很闷。 The atmosphere is very stuffy in here can we open a window? 这 的空气很闷--咱们能把窗户打开吗?

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅱ. Language Points 9.Hesitate [heziteit] v. 犹豫 She hesitated to hurt the child's feelings. 她不想伤害孩子的感情。 I hesitated about taking his side until I knew the whole story. 我在完全了解事实真相后，才打消顾虑，支持他的立场。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Additional Topic-related Sentences

　　I'm sorry to inform you of t

　　his, but we found that there are some faulty materials the consignment which we have recently shipped to you. 很抱歉通知您，但是我们发觉前不久寄给你们的那些货里有 一些瑕疵品。

　　Please examine the matter and send us the goods to meet theshortage as soon as possible.

　　请调查此事，并尽快将货物发给我们以弥补数量的不足。 We regret that your claim on shortage cannot be accepted.

　　很遗憾，我们无法接受你方关于货物短装的索赔。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Additional Topic-related Sentences We hope this unfortunate incident will not affect therelationship between us.

　　我们希望这一不幸事件将不会影响到我们双方之间的关系。

　　Enclosed is the surveyor’s report on the three damagedcases.

　　内附有鉴定人对这破损的三箱货物的鉴定报告。 This seems to be a very clear case and we hope youwill see your way to make a prompt settlement.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Additional Topic-related Sentences We very much regret the mistake in article number,which resulted in your receiving the wrong goods.

　　因货号有误，致使到货错误。对此，我们深表歉意。 We are sorry to learn of your complaints about the quality of thegoods and are prepared to accept your claim.

　　我们遗憾地得知你方关于货物质量的意见，并准备接受索赔要求。

　　Enclosed is our check in final and complete settlement of this claim. 随附寄支票一纸，用以最终并全部了结此索赔案件。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Additional Topic-related Sentences Should you not agree to accept our proposal, we would like tosettle the dispute by arbitration.

　　假如你方不同意接受我方建议，我们愿意通过仲裁解决此争 议。

　　We can assure you that the goods were in good condition whenleft here and the damage must have occurred during transit.

　　我们可以肯定货物离开此地时情况完好，损坏一定是在运输途中发生的。

　　The quality of your shipped goods has been found to be not inconformity with the agreed specifications. We have to claim on you for $700.00.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅲ. Classroom Activities Student A: a secretary from a Chinese company

　　Student B: manager from a foreign company Situation: Mr. B was calling to Mr. A to talk about the quality ofsome computers they just purchased from Mr. A’s company; these

　　computers are in unreliable function Mr. B wand to ask MR. Amany questions, such as: (1) Are these computers passed the quality examination before shipment? (2)Does Mr. A know anything about the bad condition of these computers? (3)What are the general methods of Mr. A’s company to deal

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical Writing Complaints, adjustments and after-sales services 商务交往中，如买方未能按时收到货物，或发现货物有差错， 破损或质量，规格，数量不符合要求等情况， 通常要写信向卖方提出投诉或索赔。

　　日常生活中

　　,人们也常会因各种问题写信向有关部门投诉。

　　收到投诉的一方，应予以及时回复，表明自己的态度。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical Writing

　　在撰写投诉或索赔信时，要先说明原委，即事情的前因后果和造成的不便及损失，然后提出要求，或 赔礼道歉，或退款，打折等。措词因审慎，不用威 胁性的词句，语气不宜过重。

　　在写索赔信的时候，过于强硬、愤怒的语气不会有 太大的作用。语气表达态度。为了说服对方接受你 的合理的理赔要求，信必须写得合理、有逻辑，语 气必须礼貌适宜。

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical Writing

　　下面是写特别理赔信应遵循的法则：

　　1. Begin with pleasant comments that will draw thereader's attention and make him receptive to the problem and its solution.

　　2. Present evidence for your claim after establishingthe initial agreement; be sure to offer the convincing proof.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical Writing

　　3. Include all necessary data such as date, place,people involved, policy, and other relevant information. In stating the facts, be sure not to make unsubstantiated assertions.

　　4. Place yourself in a good position to counterpossible objections to the adjustment request.

　　5. State exactly what you expect after explainingwhy you expect it.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical Writing

　　6. Be sure to use a courteous and logical tone inwriting the whole letter. In requesting the adjustment, you can appeal to your reader's sense of fair play, to a desire of customer goodwill, to need for a good reputation, and also to a sense of legal or moral obligations.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical WritingAug. 11, 2008 Dear Manager, I’m a resident living near your department store. I’m writing to complain about the air-conditioner I bought there days ago. I bought this air-conditioner on Aug. 8th. Brand: Media ; Type: FB26675; Price: 2350 RMB. After it was installed, I found there was something wrong with it. First, it doesn’t work steadily, sometimes it sends out hot wind instead! Second, this air-conditioner makes such big noise that my family can’t have a good rest in such hot days. I’m sure you’ll agree with me it is a most unpleasant situation. So here I expect you to send a repairer here or to replace a new one. I shall be much obliged if you kindly take my complaint into account and handle the above-mentioned problems as soon as possible. Yours sincerely,

　　Aug. 11, 20 Dear Manager I’m a resident living near your

　　epartment store. I’m writing to complain about the air-conditioner I bought there days ago. I bought this air-conditioner on Aug. 8th. Brand: edia ; Type: FB26675; Price: 2350 RMB. After it was installed, I found there was something wrong th it. First, it doesn’t work steadily, sometimes it sends out hot wind instead! Second, this air-conditioner makes such big noise at my family can’t have a good rest in such hot days. I’m sure you’ll agree with me i

　　t is a most npleasant situation. So here I expect you to send a repairer here or to replace a new one. I shall be much obliged if you kindly take my complaint o account and handle the above-mentioned problems as soon as possible.

　　Yours sincerely,Wang Ming Wang Min

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅳ. Practical WritingDear Sir,

　　You might remember that on April 21 we placed anorder with you for 500 pairs of sports shoes, emphasizing at the time that the ordered shoes should be delivered before June 15. Unfortunately, the shoes just arrived today about 15 days late. This delay has made us suffer great losses. We hope you can We trust that there will be a resolution to this problem.

　　Very

　　Ⅳ. Practical WritingDear Customer Re: SMG - 75 Household Electric Appliances We very much regret the mistake in article number, which resulted in your receiving The wrong goods. We wish to express our concern for the inconvenience caused to your clients. Immediately after we received your letter we sent two cases of the correct Household Electric Appliances which left for your city on April 20. They are expected to reach your center warehouse by the end of May. Every individual product or service of our company is fully guaranteed, and we are glad to make this adjustment for you. Thank you for writing us so promptly. Enclosed is the latest catalog of other electric goods. Each of our products carries an absolute five-year warranty. If you feel interested in anything, please let us know. You will earn a special discount of two percent, provided that we receive your order by May 15. As to the goods you originally received, please send them back to our address by the First available ship, freight forward. Thank you again for your cooperation. Truly yours, Li Mei

　　1. It gets very hot and here in summer. 2. Your essay was not marked through an on my part. 3. A lot of goods have been damaged and lost in . 4. They that the price of books had increased. 5. If the order was you should dispatch the goods which were not sent as soon as you can. 6. The teacher the students' papers and found many faults in them. 7. It depends on your price. If your price is reasonable and I can get the commission I want, we can immediately. 8. If the engine , please ask the repairman to give a repair. 9. The hungry beggar is food. 10. We are so sorry to have to you about the quality of the goods you shipped us on

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅴ. Exercises II.Fill in the table below by giving the correspondingChinese or English equivalents.

　　after-sales service电话跟踪访问

　　Bill of Lading

　　留住老客户

　　trouble-shooting guide

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅴ. ExercisesⅣ. Complete the following sentences. We look forward to your ____________________(不断惠顾). Please take a few minutes to ____________________________(填写

　　顾客反馈表). You will receive a small gift as a token of appreciation for your time. Do you have _________________________________(对本公 司产品和服务的改进建议)? Words from a friend always seem _______________________________(比广告的甜言蜜语来得 可信). _________________________________________________( 我代表本公司对给您带来的不便表示诚挚的道歉). We can replace it with a new one.

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅵ. Key to Exercises Ⅰ. Fill in the blanks with the words or expressions given below. Change the form where necessary. 1. stuffy; 2. oversight; 3. transit; 4. complained; 5. short-delivered 6. checked; 7. place an order; 8. goes dead; 9. dying for 10. make a claim on

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅵ. Key to Exercises

　　Ⅱ. Fill in the table below by giving the corresponding Chinese or English equivalents. after-sales service售后服务 telephone interview电话跟踪访问 Bill of Lading提单 keep long-time client留住老客户 trouble-shooting guide故障检修 guarantee list保修单 free delivery免费送货 make a thorough check with彻底检查

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅵ. Key to Exercises

　　http://www.wendangwang.complete the following sentences.1. continuing order; 2. fill the customers feedback list; 3. suggestions for the improvement of our products and services; 4. more trustable than the sugar advertisements; 5. I represent my company to express our sincerely apology for the inconvenience caused to you

　　从秘书服装、宴会的饮酒常识、介绍的先后顺序,到安排商业午餐、名片的收受、WhiteTie与BlackTie的区别,均有详细的文字介绍。

　　Ⅵ. Key to Exercises Practical writing Dear manager: I bought a TV set in your store which was made in Japan a month ago. Now I find that it is bad quality condition: first, the image is quite unclear, second, the voice disappear for several times. I want to change it to a new one or else I’ d like to ask for get my money back. The receipt is kept. I hope to get a satisfactory answer from you as soon as possible. sign