to make an investigation 調(diào)查研究
inability 無(wú)能力
claim for short weight 由于短重而索賠
claim for damage 由于損壞而索
claim for loss and damage of cargo 貨物損失索賠
claim for inferior quality 由于質(zhì)量低劣而索賠
Additional Words and Phrases
claim against carrier 向承運(yùn)人索賠
claimee 被索賠人
claimant 索賠人
claimsman 損失賠償結(jié)算人
claims assessor 估損人
claims settling agent 理賠代理人
claims surveying agent 理賠檢驗(yàn)代理人
claiming administration 索賠局
claims department (commission board) 索賠委員會(huì)
claim letter 索賠書(shū)
claims documents 索賠證件
claim report 索賠報(bào)告
claims statement 索賠清單
claims settlement 理賠
claims settling fee 理賠代理費(fèi)
claim indemnity 索賠
claims rejected 拒賠
insurance claim 保險(xiǎn)索賠
Complaints & Claims (抱怨和索賠信函)
抱怨、索賠信函的目的是為了獲取更好的服務(wù)，對(duì)已出現(xiàn)的問(wèn)題求得盡快的、妥善的解決。
它通常是買(mǎi)方由于對(duì)收到的貨物不滿(mǎn)而書(shū)寫(xiě)，如：貨物未按時(shí)到達(dá);貨物雖抵達(dá)，但與訂單所載不同;貨物有損毀現(xiàn)象;貨物數(shù)量短缺或多余;貨物質(zhì)量與樣品不符;服務(wù)不合理以及收費(fèi)過(guò)高等，這些均是抱怨、索賠的正當(dāng)理由。
書(shū)寫(xiě)抱怨、索賠信函時(shí)，不妨開(kāi)門(mén)見(jiàn)山出原先雙方同意的條件，然后列舉事實(shí)以表示有何不滿(mǎn)，以及為什么不滿(mǎn)，最后提出解決的方法。內(nèi)容應(yīng)明確、清楚 、有理，語(yǔ)氣要簡(jiǎn)潔、堅(jiān)決。避免使用憤怒和使對(duì)方過(guò)于難堪的措辭(除非你所抱怨的問(wèn)題反復(fù)發(fā)生，且多次投訴而毫無(wú)結(jié)果)
For Damage of Goods (由于貨物損壞而抱怨)
Dear Sirs，
Our order No.JT-8
The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning .The 160 cartons containing the goods appeared to be in perfect condition .But when I unpacked them with great care ， I regret to report that 10 cartons of glassware badly cracked 。
We trust you can understand that we expect the compensation for our dam aged goods 。
-
Yours faithfully，
親愛(ài)的先生們：
訂單JT-8號(hào)
我方于7月3日從貴處訂購(gòu)的玻璃器皿已于今早貨運(yùn)公司送到。裝有貨物的160個(gè)紙箱完好無(wú)損。但當(dāng)我們小心打開(kāi)檢查時(shí)，發(fā)現(xiàn)有10箱玻璃器皿嚴(yán)重破損。
相信貴處能理解我方要求對(duì)損壞貨物進(jìn)行賠償
For Inferior Quality (由于質(zhì)量低劣而抱怨)
Dear Sirs，
With reference to our Order No. 315， we are compelled to express our strong complaints for the inferior quality 。 Compared to the sample No 。 169， the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected 。
We shall be glad to have your explanation of this inferiority in the quality ， and also to know what you purpose to do in this matter 。
Sincerely yours 。
親愛(ài)的先生們：
關(guān)于我方第315號(hào)訂單，由于到貨質(zhì)量低劣，我主被迫表達(dá)強(qiáng)烈的不滿(mǎn)。同169號(hào)樣品經(jīng)較，此次運(yùn)到的修改帶稀薄，無(wú)法滿(mǎn)意覆蓋被改正的錯(cuò)誤。
我方希望貴方對(duì)這一情況加以解釋?zhuān)⒏嬷F方對(duì)此事的處理方法。
Settlements (理賠信函)
對(duì)于抱怨、索賠信函，最得要的是給予及時(shí)、迅速和明確的答復(fù)。若問(wèn)題出現(xiàn)確屬自己的責(zé)任，應(yīng)立即設(shè)法糾正或謀求解決的方法，保持同客戶(hù)友好的合作關(guān)系;若一時(shí)沒(méi)有定論，也應(yīng)先回復(fù)來(lái)信，告知對(duì)方正在調(diào)查，設(shè)法彌補(bǔ);萬(wàn)一遇到不合理的要求應(yīng)心平氣和、態(tài)度禮貌指明，以求給對(duì)方留下良好印象，促使問(wèn)題盡快解決。
此類(lèi)信件大致可以分成以下兩類(lèi)：
1)Accept the Customers Request and Apologize (接受顧客要求并致歉)
在商業(yè)往業(yè)中，無(wú)論怎樣的小心為客戶(hù)服務(wù)，總不免出現(xiàn)失誤。然而，失誤本身并不可恥，重要的是勇于承認(rèn)并誠(chéng)心致謙。書(shū)寫(xiě)此類(lèi)解決投訴信件時(shí)應(yīng)注意：
* 首先道謙，并說(shuō)明正在采取或準(zhǔn)備采取的糾正失誤的措施;
* 若有可能，說(shuō)明產(chǎn)生失誤的原因;
* 不要保證以后再不失誤，出錯(cuò)是難免的，僅僅說(shuō)明將盡可能減少失誤率。
* 主動(dòng)、樂(lè)觀(guān)、禮貌地結(jié)束信件。希望失誤能被原諒，并恢復(fù)正常貿(mào)易關(guān)系。
Dear Mr. Osler，
I was distressed to receive your March 10 letter about the curtness of our sales representative 。
I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day 。 I can only immagine he felt little sense of responsibility and allowed himself to argue with you 。
I apologize for his behavior .There is no corrective action I take ， since he no longer works here 。 However ，we have intensified the training and supervision of our sales staff. Im sure you will find them courteous ，knowledgeable ， and helpful in future 。
I hope this matter will not affect your good opinion about us ?！ ours faithfully ，
親愛(ài)的奧勒先生：
從您三月十日來(lái)函獲知我公司銷(xiāo)售代表敷衍草率，我深感苦惱。本公司到新行業(yè)工作。碰巧您打電話(huà)是他最后天上班。我只能想象，他當(dāng)時(shí)任責(zé)心不強(qiáng)，竟然同您發(fā)生爭(zhēng)吵。
對(duì)他的行為我深表抱歉。我無(wú)法采取行動(dòng)加以糾正，因?yàn)樗巡辉龠@里任職。
然而，我們已加強(qiáng)對(duì)銷(xiāo)售人員的教育和監(jiān)督。我相信今后您會(huì)發(fā)現(xiàn)他們都是有禮貌、精明和有助的。
我希望此事會(huì)影響您對(duì)本公司的良好印象。
2) Make Adjustments or Reject the Customers Request (調(diào)整或拒絕客戶(hù)的要求)
顧客并非總是正確的。有時(shí)，他們會(huì)發(fā)出含糊的訂單，要求獲得不應(yīng)得的折扣，或退回?zé)o法再行出售的訂貨等。解決此類(lèi)抱怨或索賠，應(yīng)注意以下幾點(diǎn)：
* 信中應(yīng)強(qiáng)調(diào)造成誤解的原因。
* 巧妙地表達(dá)你可接受和不可接受的要求，應(yīng)委婉、非常強(qiáng)硬地拒絕對(duì)主就合理的要求;
* 勸說(shuō)客戶(hù)接受你的建議或折衷方案，努力保持彼此間的合作和支誼。
Make Adjustments (提出折衷方法)
Dear Mr. Kennan，
We very much regret to leam from your letter of 2nd May that you are not satisfied with the quality of rice delivered 。
We are arranging for our Mr .Wang to call on you next week to compare the rice delivered with the samples we sent you previously .If it is found that the quality of our shipment is inferior to the samples ， we are willing to take all responsibility 。
Sincerely yours ，
親愛(ài)的凱南先生：
從貴方五月二日來(lái)函得知，貴方對(duì)收到的大米質(zhì)量不滿(mǎn)意，我方深感遺憾。
我方正安排王先生下周拜訪(fǎng)貴方，對(duì)原先樣品和所運(yùn)大米進(jìn)行質(zhì)量比較。如發(fā)現(xiàn)確是我方所發(fā)的大米質(zhì)量低劣，我們?cè)赋袚?dān)一切。
Dear Miss Stanley ，
I am very sorry you did not receive the eight 6-hp motors you wanted ， and I guess both of us share the mistake 。
Your order (photocopy enclosed )lists the 7.5-hp motor along with its stock number ，yet the price indicated is for 6-hp motor .Since youve regularly ordered the 7.5， we assumed that this one was what you really wanted ，and we went ahead and shipped it .We should have checked with you ，and Im sorry we didnt 。
We will ，of course ， ship the eight 6-hp motors immediately .Do you think you might sell the 7.5s? If so ， you may wish to keep them a while ， and if they dont move ， you can return to us .In any event ， well pay all shipping charges 。
Im delighted youre having such a good season with Seal line 。 We’ll be ready for your next orders 。 I promise no mixups.
Sincerely yours，
親愛(ài)的斯坦利小姐：
很抱歉您未收到的8臺(tái)海豹牌6馬力發(fā)動(dòng)機(jī)，我想你我雙方都應(yīng)承擔(dān)部分任責(zé)。
隨函附上訂單的復(fù)印件，計(jì)單上所列的是7.5馬力發(fā)動(dòng)機(jī)和它的訂購(gòu)數(shù)量，然而注明的價(jià)格卻是6馬力發(fā)動(dòng)機(jī)的價(jià)格。由于您一直定期訂購(gòu)7.5馬力，故我們認(rèn)為這次您同樣需要7.5馬力發(fā)動(dòng)機(jī)。
我們?cè)诎l(fā)貨前應(yīng)與您核實(shí)訂單，很抱歉我們未這樣做。
當(dāng)然，我們將立即發(fā)運(yùn)8臺(tái)6馬力發(fā)動(dòng)給您。您可否將7.5馬力發(fā)動(dòng)機(jī)售出?如可以，您可將上次訂貨保留一段時(shí)間，如無(wú)法出售，您可退貨。無(wú)論如何，我們將承擔(dān)運(yùn)輸費(fèi)用。
我很高興，在貴地海豹產(chǎn)品銷(xiāo)售很好。我們期望您的下次訂單。我保證不會(huì)再混淆了。
inability 無(wú)能力
claim for short weight 由于短重而索賠
claim for damage 由于損壞而索
claim for loss and damage of cargo 貨物損失索賠
claim for inferior quality 由于質(zhì)量低劣而索賠
Additional Words and Phrases
claim against carrier 向承運(yùn)人索賠
claimee 被索賠人
claimant 索賠人
claimsman 損失賠償結(jié)算人
claims assessor 估損人
claims settling agent 理賠代理人
claims surveying agent 理賠檢驗(yàn)代理人
claiming administration 索賠局
claims department (commission board) 索賠委員會(huì)
claim letter 索賠書(shū)
claims documents 索賠證件
claim report 索賠報(bào)告
claims statement 索賠清單
claims settlement 理賠
claims settling fee 理賠代理費(fèi)
claim indemnity 索賠
claims rejected 拒賠
insurance claim 保險(xiǎn)索賠
Complaints & Claims (抱怨和索賠信函)
抱怨、索賠信函的目的是為了獲取更好的服務(wù)，對(duì)已出現(xiàn)的問(wèn)題求得盡快的、妥善的解決。
它通常是買(mǎi)方由于對(duì)收到的貨物不滿(mǎn)而書(shū)寫(xiě)，如：貨物未按時(shí)到達(dá);貨物雖抵達(dá)，但與訂單所載不同;貨物有損毀現(xiàn)象;貨物數(shù)量短缺或多余;貨物質(zhì)量與樣品不符;服務(wù)不合理以及收費(fèi)過(guò)高等，這些均是抱怨、索賠的正當(dāng)理由。
書(shū)寫(xiě)抱怨、索賠信函時(shí)，不妨開(kāi)門(mén)見(jiàn)山出原先雙方同意的條件，然后列舉事實(shí)以表示有何不滿(mǎn)，以及為什么不滿(mǎn)，最后提出解決的方法。內(nèi)容應(yīng)明確、清楚 、有理，語(yǔ)氣要簡(jiǎn)潔、堅(jiān)決。避免使用憤怒和使對(duì)方過(guò)于難堪的措辭(除非你所抱怨的問(wèn)題反復(fù)發(fā)生，且多次投訴而毫無(wú)結(jié)果)
For Damage of Goods (由于貨物損壞而抱怨)
Dear Sirs，
Our order No.JT-8
The glassware you supplied to our order of 3rd July was delivered by the shipping company this morning .The 160 cartons containing the goods appeared to be in perfect condition .But when I unpacked them with great care ， I regret to report that 10 cartons of glassware badly cracked 。
We trust you can understand that we expect the compensation for our dam aged goods 。
-
Yours faithfully，
親愛(ài)的先生們：
訂單JT-8號(hào)
我方于7月3日從貴處訂購(gòu)的玻璃器皿已于今早貨運(yùn)公司送到。裝有貨物的160個(gè)紙箱完好無(wú)損。但當(dāng)我們小心打開(kāi)檢查時(shí)，發(fā)現(xiàn)有10箱玻璃器皿嚴(yán)重破損。
相信貴處能理解我方要求對(duì)損壞貨物進(jìn)行賠償
For Inferior Quality (由于質(zhì)量低劣而抱怨)
Dear Sirs，
With reference to our Order No. 315， we are compelled to express our strong complaints for the inferior quality 。 Compared to the sample No 。 169， the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected 。
We shall be glad to have your explanation of this inferiority in the quality ， and also to know what you purpose to do in this matter 。
Sincerely yours 。
親愛(ài)的先生們：
關(guān)于我方第315號(hào)訂單，由于到貨質(zhì)量低劣，我主被迫表達(dá)強(qiáng)烈的不滿(mǎn)。同169號(hào)樣品經(jīng)較，此次運(yùn)到的修改帶稀薄，無(wú)法滿(mǎn)意覆蓋被改正的錯(cuò)誤。
我方希望貴方對(duì)這一情況加以解釋?zhuān)⒏嬷F方對(duì)此事的處理方法。
Settlements (理賠信函)
對(duì)于抱怨、索賠信函，最得要的是給予及時(shí)、迅速和明確的答復(fù)。若問(wèn)題出現(xiàn)確屬自己的責(zé)任，應(yīng)立即設(shè)法糾正或謀求解決的方法，保持同客戶(hù)友好的合作關(guān)系;若一時(shí)沒(méi)有定論，也應(yīng)先回復(fù)來(lái)信，告知對(duì)方正在調(diào)查，設(shè)法彌補(bǔ);萬(wàn)一遇到不合理的要求應(yīng)心平氣和、態(tài)度禮貌指明，以求給對(duì)方留下良好印象，促使問(wèn)題盡快解決。
此類(lèi)信件大致可以分成以下兩類(lèi)：
1)Accept the Customers Request and Apologize (接受顧客要求并致歉)
在商業(yè)往業(yè)中，無(wú)論怎樣的小心為客戶(hù)服務(wù)，總不免出現(xiàn)失誤。然而，失誤本身并不可恥，重要的是勇于承認(rèn)并誠(chéng)心致謙。書(shū)寫(xiě)此類(lèi)解決投訴信件時(shí)應(yīng)注意：
* 首先道謙，并說(shuō)明正在采取或準(zhǔn)備采取的糾正失誤的措施;
* 若有可能，說(shuō)明產(chǎn)生失誤的原因;
* 不要保證以后再不失誤，出錯(cuò)是難免的，僅僅說(shuō)明將盡可能減少失誤率。
* 主動(dòng)、樂(lè)觀(guān)、禮貌地結(jié)束信件。希望失誤能被原諒，并恢復(fù)正常貿(mào)易關(guān)系。
Dear Mr. Osler，
I was distressed to receive your March 10 letter about the curtness of our sales representative 。
I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day 。 I can only immagine he felt little sense of responsibility and allowed himself to argue with you 。
I apologize for his behavior .There is no corrective action I take ， since he no longer works here 。 However ，we have intensified the training and supervision of our sales staff. Im sure you will find them courteous ，knowledgeable ， and helpful in future 。
I hope this matter will not affect your good opinion about us ?！ ours faithfully ，
親愛(ài)的奧勒先生：
從您三月十日來(lái)函獲知我公司銷(xiāo)售代表敷衍草率，我深感苦惱。本公司到新行業(yè)工作。碰巧您打電話(huà)是他最后天上班。我只能想象，他當(dāng)時(shí)任責(zé)心不強(qiáng)，竟然同您發(fā)生爭(zhēng)吵。
對(duì)他的行為我深表抱歉。我無(wú)法采取行動(dòng)加以糾正，因?yàn)樗巡辉龠@里任職。
然而，我們已加強(qiáng)對(duì)銷(xiāo)售人員的教育和監(jiān)督。我相信今后您會(huì)發(fā)現(xiàn)他們都是有禮貌、精明和有助的。
我希望此事會(huì)影響您對(duì)本公司的良好印象。
2) Make Adjustments or Reject the Customers Request (調(diào)整或拒絕客戶(hù)的要求)
顧客并非總是正確的。有時(shí)，他們會(huì)發(fā)出含糊的訂單，要求獲得不應(yīng)得的折扣，或退回?zé)o法再行出售的訂貨等。解決此類(lèi)抱怨或索賠，應(yīng)注意以下幾點(diǎn)：
* 信中應(yīng)強(qiáng)調(diào)造成誤解的原因。
* 巧妙地表達(dá)你可接受和不可接受的要求，應(yīng)委婉、非常強(qiáng)硬地拒絕對(duì)主就合理的要求;
* 勸說(shuō)客戶(hù)接受你的建議或折衷方案，努力保持彼此間的合作和支誼。
Make Adjustments (提出折衷方法)
Dear Mr. Kennan，
We very much regret to leam from your letter of 2nd May that you are not satisfied with the quality of rice delivered 。
We are arranging for our Mr .Wang to call on you next week to compare the rice delivered with the samples we sent you previously .If it is found that the quality of our shipment is inferior to the samples ， we are willing to take all responsibility 。
Sincerely yours ，
親愛(ài)的凱南先生：
從貴方五月二日來(lái)函得知，貴方對(duì)收到的大米質(zhì)量不滿(mǎn)意，我方深感遺憾。
我方正安排王先生下周拜訪(fǎng)貴方，對(duì)原先樣品和所運(yùn)大米進(jìn)行質(zhì)量比較。如發(fā)現(xiàn)確是我方所發(fā)的大米質(zhì)量低劣，我們?cè)赋袚?dān)一切。
Dear Miss Stanley ，
I am very sorry you did not receive the eight 6-hp motors you wanted ， and I guess both of us share the mistake 。
Your order (photocopy enclosed )lists the 7.5-hp motor along with its stock number ，yet the price indicated is for 6-hp motor .Since youve regularly ordered the 7.5， we assumed that this one was what you really wanted ，and we went ahead and shipped it .We should have checked with you ，and Im sorry we didnt 。
We will ，of course ， ship the eight 6-hp motors immediately .Do you think you might sell the 7.5s? If so ， you may wish to keep them a while ， and if they dont move ， you can return to us .In any event ， well pay all shipping charges 。
Im delighted youre having such a good season with Seal line 。 We’ll be ready for your next orders 。 I promise no mixups.
Sincerely yours，
親愛(ài)的斯坦利小姐：
很抱歉您未收到的8臺(tái)海豹牌6馬力發(fā)動(dòng)機(jī)，我想你我雙方都應(yīng)承擔(dān)部分任責(zé)。
隨函附上訂單的復(fù)印件，計(jì)單上所列的是7.5馬力發(fā)動(dòng)機(jī)和它的訂購(gòu)數(shù)量，然而注明的價(jià)格卻是6馬力發(fā)動(dòng)機(jī)的價(jià)格。由于您一直定期訂購(gòu)7.5馬力，故我們認(rèn)為這次您同樣需要7.5馬力發(fā)動(dòng)機(jī)。
我們?cè)诎l(fā)貨前應(yīng)與您核實(shí)訂單，很抱歉我們未這樣做。
當(dāng)然，我們將立即發(fā)運(yùn)8臺(tái)6馬力發(fā)動(dòng)給您。您可否將7.5馬力發(fā)動(dòng)機(jī)售出?如可以，您可將上次訂貨保留一段時(shí)間，如無(wú)法出售，您可退貨。無(wú)論如何，我們將承擔(dān)運(yùn)輸費(fèi)用。
我很高興，在貴地海豹產(chǎn)品銷(xiāo)售很好。我們期望您的下次訂單。我保證不會(huì)再混淆了。