高等学校英语拓展系列教程 主编 胡英坤车丽娟 外语教学与研究出版社 Chapter7 RoutineClaimsandAdjustments 日常索赔与理赔函 Chapter I Introduction 1 Routineclaims 7 2 Adjustments RoutineClaimsandAdjustments Chapter 7 1 Routineclaims Claimletterscanbedividedintotwogroups routineclaimsandpersuasiveclaims Routineclaims usuallybackedbyacontract aguarantee orthecompany sreputation assumethatarequestwillbegrantedquicklyandwillingly sosuchlettersareveryeffectiveiftheproblemisdirectlystated RoutineClaimsandAdjustments Chapter 7 Comestraighttotheproblematthebeginning Tellwhatiswrong Describetheproblemclearlyandprovideanynecessaryinformation invoicenumber productinformation etc Presentenoughfactstohelpthecompanytomakeadecision Namespecificactionstodealwiththeproblem andpolitelymentionstrongtermsifyoufailtogetasatisfactoryreply Endwithpositive friendlybutfirmwords WritingPrinciples 1 Routineclaims RoutineClaimsandAdjustments Chapter 7 2 Adjustments Whenyougetaclaim youmayeithergrantanadjustmentorrejectit dependingonthesituation Whenyougrantanadjustment yourcustomerwillsurelywelcomeit soaletterofadjustmenttalkingabouttheissuedirectlyisappropriate RoutineClaimsandAdjustments Chapter 7 Begindirectlywiththegoodnews Identifythecorrespondencethatyouareanswering Avoidnegativesthatrecalltheproblem Regainlostconfidencethroughexplanationoraction Endwithafriendly positivecomment WritingPrinciples 2 Adjustments RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis LetterA AclaimonthewrongcomponentDearMr Phillips WouldyouimmediatelyreplacethevisualsoftwareforXP5030withthatforXP5645whichwehavepaidfor OnJune14 wepurchasedtheofficecommunicationsystemXP5645fromyoursalesrepresentativeJohnWindsor Asyourfilemayshow wepaid 4 500forit whichis 200morethanXP5030 Thatpaymentincludesfreeinstallmentandasix monthtrialperiod Thesoftwareyousentusoperatedwellatthebeginning butthesystemrefusedtoworkaftertwoweeks Aftercarefulexamination wefoundwhatyousentusisforXP5030 notforXP5645wepurchased IcalledMr Windsorthatsameday June28 Hesaidhewasbusynegotiatingwithanotherclientinanothercity Hepromisedtoarrange Tobecontinued RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis LetterA Aclaimonthewrongcomponent Continued peopletoreplaceit Sixdayshaspassed butnothinghappens Itisurgentthatyousendpersonneltoreplacethesoftwareandinstallthesystemagain Thecollapseofthesystemhascausedseriousproblemsinournormaloperation ThereplacementisexpectednolaterthanJune30 Pleasecallmeat 021 5422 anytimebefore4 00p m I mconfidentthatyouareseriousaboutthematter IfIhaven treceivedyourcallby10 00a m thisThursday Iwillreluctantlyturnthisissuetomylawyerforactionsagainstyou Weappreciateyourpromptaction Sincerelyyours AlexHill RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis LetterB AletterofadjustmentDearMrs Williams YourrepairedvideogameisbeingreturnedbyUPS andyoushouldreceiveitwithinaweek Skilledengineersmadeyourvideogamealmostasgoodasnew RecentlyPaceElectronichasacquiredtheassetsofFourStarGamesandhasbecomeresponsibleforrepairsunderwarranty Nowyoucanbeassuredofpromptandreliableservice Anyfuturerepairscanbemadebyoneofthedealersofourexpandednetwork seeenclosedsheet Alsoenclosedisabrochureshowingsomeofourexcitingnewproducts aswellasFourStar soldfavorites Youcanorderbymail usingtheorderforminthebrochure orcall800 877 Hopeyouenjoyyourvideogames Sincerely PaulBilenikoffTechnicalServicesEnclosures RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis 1 Dothelettersusedirectorderorindirectorder 2 Howdotheauthorsbeginthetwoletters 3 Howdotheauthorsarrangethebodyofthetwoletters Key 1 Bothlettersusedirectorder 2 Thefirstlettercomesstraighttotheproblemwhilethesecondbeginswiththegoodnews 3 Thefirstonedescribetheproblemclearlyandnamespecificactionstodealwiththeproblem thesecondonegivesexplanationandoffersactiontoregainloseconfidence Questionsforcomprehension RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis 4 Isthetoneofeachletterpoliteandconsiderate 5 Howdotheauthorsendthetwoletters 6 Canyousumupthewritingprinciplesofroutineclaimsandadjustments Key 4 Yes bothlettersarepoliteandconsiderate 5 Thefirstletterendswithpositivebutfirmwordswhilethesecondendswithafriendlywish 6 Foraroutineclaim oneshouldbeginbytellingwhatiswrong presentenoughfacts namespecificactions andendwithpositivebutfirmwords Foranadjustment beginwiththegoodnews avoidnegatives regainlostconfidence andendwithafriendlycomment Questionsforcomprehension RoutineClaimsandAdjustments Chapter 7 II SampleAnalysis 7 Dotheclaimclearlystatetheproblems 8 What sthepurposeofeachletter 9 Doeseachletterstateclearlyitsexplanation 10 What syourimpressionontheseletters Key 7 Yes theproblemsareclearlystated 8 Thefirstlettertellswhatiswrongandasksforaction Thesecondtellsthegoodnewsandtriestoregainlostconfidenceofthecustomer 9 Yes bothlettersstateclearlyitsexplanation 10 Open Additionalquestionsforcomprehension RoutineClaimsandAdjustments Chapter 7 III SampleContrast 1 AclaimletterPoorDearGoodVibes YoucallyourselvesGoodVibes butallI mgettingfromyourserviceisbadvibes I mfurioustha