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商业书信

2012-2-8 10:54:34 版主

商业书信

Letters of Claims,complaints and Settlement
[00:01.91]有关索赔、投诉和善后内容的信
[00:03.81]Relevant Knowledge
[00:04.56]相关知识
[00:05.30]Once damages occur,the party who suffers will lodge a claim against the insurance company.
[00:08.88]一旦发生损坏,遭受损失的一方将向保险公司提起索赔。
[00:12.46]It is important to make a claim for the loss and damage promptly usually within a month,and to offer all the relevant documents
[00:17.57]提起索赔要做到迅速及时(一般在一个月内),同时备齐所有相关文件
[00:22.67](such as the certificate of insurance ,the shipping invoice ,the bill of lading and the delivery notes offered by the exporter when he delivered the goods to the vessel.)in time as well.
[00:29.45](诸如:出口商装货上船后发出的保险证明、装货发票、提单和交货单等)是非常重要的。
[00:36.23]In addition ,independent surveyor’s reports of the loss or damage and the correspondence concerning liability for loss or damage are necessary.
[00:41.39]此外,独立检查员的损失检查报告和有关损失的责任的来信信件也是必要的。
[00:46.55]The essential prerquisite that the insurance company recognizies the claim is that the claimant has an insurable interest in the goods.
[00:51.55]保险公司认可索赔的必要前提是索赔人对货物拥有保险利益。
[00:56.56]When a claim is made it is usually necessary for a form of clain to be completed.
[00:59.38]当进行索赔时必须先填写一张申请索赔表。
[01:02.20]Sometimes a person suffering a loss gives incomplete,or even inaccurate information.
[01:05.24]有时蒙爱损失的人会提供不完全或不正确的信息,
[01:08.28]hoping excessive compensation to be recovered .
[01:10.39]希望获得超过应有的赔偿。
[01:12.49]In such cases the insure will ask for further information.
[01:14.75]在这种情况下,保险人会要求提供进一步的情况。
[01:17.01]A person who suffers loss must to whatever possible to limit the loss.other they may fail to get compensation in full.
[01:22.93]受损失的一方必须尽可能地提供准确的损失,否则他们将得不到全部赔偿。
[01:28.84]Claims can be made to the insurer by the buyer if the goods have been insured by the buyer.
[01:32.04]如果货物由买方投保,买方可以向保险人提出索赔。
[01:35.24]The buyer can also reports the loss or damage to the seller and request him to make the clain if the  seller insured goods on behalf of the buyer.
[01:40.81]如果由卖方替买方投保商品,买方也可以向卖方及时报告损坏情况,并要求卖方提出索赔。
[01:46.37]You are entitled to make a complaint.
[01:47.87]凡出现以下任何情况,货主都有权利投诉,
[01:49.37]when the goods delivered are not the goods ordered ,the service received  fails to satisfy,
[01:52.64]如:送错货物、服务不周、
[01:55.91]the goods are of inferior quality,the goods are packed badly,the goods delivered have been damaged or delayed.
[02:00.53]质量不符、包装不当,货物损坏、发货延误、
[02:05.15]the goods ordered are missing or less than the quantity ordered from the delivery.
[02:07.57]货物丢失、数量短缺、
[02:09.99]the goods supplied are more than the quantiry ordered or the prices charged are not as agreed.
[02:13.29]货物多余、多收货款等等。
[02:16.59]If goods or service do not fulfill the contract in some way.
[02:19.14]如果商品或者服务没有执行合同。
[02:21.69]and amount to a breach of condition ,or a breach of warranty.
[02:24.69]或者违背合同条款、或者没有履行承诺,
[02:27.70]the buyer is legally entitled to return the goods at the seller’s expense,
[02:30.31]买方可依法有权退货,费用由卖方承担;
[02:32.92]to reject the goods even the correct goods later delivered,
[02:35.45]或可以拒收货物,及时以后收到正确的货物;
[02:37.99]to reject either all the goods or only the excess quantity,
[02:40.25]对于超订单数量的发货,可拒收全部货物或多余部分;
[02:42.51]to cancel the order if possible or to request improvement of the service.
[02:44.95]或可以取消订单;或可以要求改善服务等。
[02:47.39]Don’t delay to make a complaint,otherwise things will become unfavorable to the buyer and the seller may lose the best chance to look into the cause.
[02:52.88]投诉不能耽误,否则情形变化会对买方不利,也使卖方错失调查事情原因的良机。
[02:58.36]Provide detailed indormation of the facts in the leter of complaint.
[03:00.98]投诉信的方式应尽可能详细地提供符合事实的资料。
[03:03.59]That will leave the seller  no alternative to compensation.
[03:06.19]从而最大可能地获得卖方的赔偿。
[03:08.79]Failure to make a complaint effective usually occurs as a result of inadequate presentation of the complaint.
[03:13.42]投诉没有如愿以偿往往是由于所提出的投诉缺乏足够的证据或不够明确。
[03:18.06]The more specific the letter is,the better it will be for the seller to treat the complaint.
[03:20.66]投诉越具体越有助于卖方解决问题。
[03:23.26]A vague complaint will almost aleays come to the end of failure.
[03:25.87]相反,含糊的抱怨几乎总是以失败告终。
[03:28.48]The complaint letter should be firm but reasonably worded.
[03:30.78]投诉信应该语气坚决并陈述合情合理。
[03:33.08]rudeness will create ill-feeling and cause the seller to be unwilling to resolve matters.
[03:35.88]粗鲁无礼只会引起卖方反感而不愿意解决问题。
[03:38.67]complaints must be well founde and diplomatically,tactfully put forward with care and restraint
[03:42.29]所以写抱怨信时一定要克制和讲究技巧,
[03:45.91]so that future business relationships are not damaged.
[03:47.76]使将来的贸易关系不致受到破坏。
[03:49.62]However considerate the seller may wish to be to the claims of the buyer he can not assume responsibility for errors which he did not make
[03:54.70]话说回来,卖方在处理投诉时,无论多么希望体谅对方也不可以对于不是自己的错误负有责任,
[03:59.78]or offer compensation where no compendsation is due.
[04:01.87]或对不应赔偿的提供赔偿。
[04:03.96]Acknowledgement of a complaint should be prompt.
[04:05.39]但应及时回复抱怨投诉信。
[04:06.83]when agreeing to the buyer’s request,the letter often begin with good news.
[04:09.09]如果同意买方的要求,回信经常一开始就报告好消息。
[04:11.35]The following paragraph is where to express the apology for causing inconvenience and to give the explanation of how the firm is making every effort to prevent the problem from being repeated
[04:18.66]随后对造成的不便利表示抱歉,解释本公司是如何全力以赴防止再发生此类事情,
[04:25.98]and even to ensure satisfactory orders.
[04:27.52]甚至保证以后的订货使顾客满意。
[04:29.06]If the complaint is unreasonable and must be rejected ,the letter should point out politely why it is settled in this way,why the settlement is fair,and what the firm’s  policy is.
[04:36.32]遇到投诉不合理必须拒绝时,回信应礼貌告知为什么这样处理,这样的处理方法为什么是公正的、公司的政策是什么等。
[04:43.59]Such unwelcome news,rejecting a claim partly or completely,is likely to cause disappointment.
[04:48.35]像这样完全拒绝或拒绝赔偿的回复,很有可能引起不满意。
[04:53.12]The opening paragraph of this kind of letter should not begin with the bad news.
[04:55.64]因此信不能一开始就告诉不好的消息,
[04:58.16]but be cautious of terms that prepare the receiver
[05:00.19]应该小心措词使收信人有思想准备,
[05:02.21]for what is coming and soften the blow when it does come.
[05:04.35]削弱一旦到来的打击。
[05:06.49]Remember to thank for letting you being informed about the matter,to show the sincere understanding of the byer’s dissatifaction.
[05:12.59]回信时切记感谢对方禀告此事,并对买方的不快表示真诚的理解。
[05:18.69]Keep in mind that goodwill is important in all business activities.
[05:21.35]永远记住:友好的关系是一切贸易活动中最重要的。
[05:24.00]Useful Expressions about Claim.Complain and Settlement
[05:26.05]有关索赔、抱怨和善后内容的常用表达方式
[05:28.10]Opening Sentence
[05:28.91]开篇语
[05:29.72]Many of our costomers have been complaining that you watches go wrong frequently .
[05:32.55]我们的许多客户一直抱怨你们的手表老是出问题。
[05:35.39]We very much regret that the folded chairs supplied by you under order No.897 have not yet reached us up to now.
[05:40.21]你方根据我们的897号订单所供应的折叠椅至今未到,我方对此感到遗憾。
[05:45.03]I am sorry to say that it put us in an awkward predicament when your goods were sent to us after the time specified in our letter of 6 June.
[05:50.58]非常抱歉地通知你方,你们的货物在我们6月6日信中规定的时间之后才到,使我们陷入困难的境地。

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