单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,UNIT,11,Learning Objectives,Making complaints and claims,Handling complaints and claims,Writing letters for complaints,and adjustments,投诉与理赔,Complaints and Adjustments,UNIT 11 投诉与理赔Comp,1,Speaking Task,Warm-up Practice,Listening Task,Follow-up Practice,CONTENTS,Writing Task,Reading Task,Speaking Task Warm-up Prac,2,Warming-up Practice,We need to discuss some questions about what we are going to learn in this unit.,Sure,thatll help us understand better about what we are asked to do.,Warming-up PracticeWe need to,3,Introductory Remark,In business,if the buyer can prove that it is the sellers,responsibility,for the loss of the goods,he can make a,claim,.The seller is obligated to,compensate,the buyer.Generally speaking,claims arise because the wrong goods may have been,delivered,;the quality may have been found,unsatisfactory,;the,shipment,may have been found damaged,short,missing,late;the prices charged may be excessive or not as agreed.,There is also another kind of claim.It is made by,buyers,who find,fault,with the goods as an,excuse,to escape from the contract,either because they no longer want the goods or because that they can get them,cheaper,elsewhere.,If a claim has to be made by the buyer,the matter should be,investigated,in detail and these details should be laid before the party charged.We must,handle,claims with the principle of on the first grounds,to our advantage and with restraint and settle them,amicably,to the satisfaction of all,parties,concerned.,Introductory Remark I,4,1.,Read the following tips for making complaints.,Tips for Effective Complaints,1)Complain as soon as possible.,2)Find out about your legal rights.Are there any laws or regulations that can help you?,3)Pay attention to all printed information you have about the case,such as ads,brochure,warranty,or other document that describes the product or service,4)Talk to the right people,in the right order.,5)Be clear.Know your facts preferably by keeping a file with all the necessary documents and use them to ask for what you want.,6)Be polite.Youll get better,and maybe quicker,results if you explain the problem and ask for a resolution without resorting to anger or threats.,7)Be prepared to negotiate realistically.,8)Keep good records.Note the names of people you talk to,as well as the dates,times and outcomes of the conversations.,9)Its often best to explain the problem in writing.,10)Always keep a copy of each letter you write for your own files.,1.Read the following tips for,5,2.,Discuss the following questions.,1)Which do you think are the five most effective complaint tips?Why?,2)Which of the tips do you disagree with?Why?,3)Can you add more tips as advice for making complaints and claims?,4)Discuss in pairs or groups the common causes for complaints and claims in international trade and explain who should be held responsible for each case.,5)What documents are generally required for making a claim against an insurance company or shipping company?,2.Discuss the following questi,6,Inadequate packing,Causes for,Complaints&Claims,Non-delivery or part-delivery,Goods missing,Non-fulfillment of the contract,Delayed delivery,Wrong delivery,Damage to the goods,Wrong or inferior quality,Shortage of the goods,Discrepancies in specification,Delay in opening an L/C,Common causes for complaints and claims in international trade,Inadequate packingCauses for N,7,Parties involved in the claim and settlement process:,Ship owner;charters;freight forwarders;airlines,inland trucking companies;rail companies;shippers;insurance companies,Parties involved in insurance:,Seller,buyer,carrier and insurer,.,8,Documents generally required for making a claim against an insurance company or shipping company,1.Survey Report (检验报告),2.Certificate of Inspection (检验证书),3.Mates Receipt (大副收据),4.Invoice (发票),5.Insurance Policy (保险单),6.Weight Certificate (重量证明),7.Marine Protect (海难证明书),8.Packing List (装箱单),9.Shortlanded Certificate(短卸证明书),10.Damage Report(破损证明),11.Weight Note (磅码单),12.Tally-List (理货单),Documents generally required f,9,Listening Task,In this part you are going to listen to a passage and a dialogue.Now listen and try to finish the exercises while listening.,Are you ready?,Listening Task,10,1)What must the buyer do if he is going to make a claim?,The buyer must prove that it is the sellers responsibility for the damage,or loss of the goods.,2)What are used as evidence when making a claim?,The inspection certificate and B/L.,What is the seller obligated to do if the buyer indeed can prove what he has,claimed?,The seller is obligated to compensate the buyer.,4)When does the conflict appear between the buyer and the seller?,The conflict appears when the goods are found to be damaged or of short weight when reaching the destination.,5)What would the seller do when he was negligent in supplying the,proper quantity at a time 6when he was still responsible for the,consignm。