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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,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,Programme 13 Complaints and,Claims,投诉,与,索赔,Popular Business Proverbs:,1.A bad compromise is better than a good lawsuit.,2.A bad thing never dies.,3.To err is human.,4.A burnt child dreads the fire.,Programme,Study Objectives:,To grasp the relevant terms and expressions on complaints and claims;,To understand the requirements and process of complaint and claim;,To learn to express yourself accurately when lodging and settling a complaint or claim;,To acquire appropriate knowledge about how to reply to complaints and claim.,Brief,Introduction,A complaint refers to a statement that a situation is unsatisfactory or unacceptable,or that someone has done something wrong.While a claim refers to an application for compensation under the terms of an insurance policy.,Section I:,Warm Up Your Mind,(1),entertain a claim,(2),settle,a claim,(3),withdraw,a claim,(4),admit,a claim,(5),reject,a claim,(6),waive,a claim,(7),accept,a,claim,(8)dismiss a claim,(9),make,a claim,(10),lodge,a,complaint,A.,撤回索赔,B.,拒绝,索赔,C.,接受,索赔,D.,受理,索赔,E.,解决索赔,F.,放弃,索赔,G.,驳回,索赔,H.,同意,索赔,I.,索赔,J.,投诉,1.Terms Match,2.Pictures and Questions for Discussion.【Direction】Look at the following pictures and discuss the following three questions.,Have you ever heard of a complaint?,Can you give us an example of a famous complaint event?,Do you know how to lodge and settle a claim?,Section II:Act Out,Preparations,Project Study 1,Dialogue:,Role-play,：,Role-play the above-mentioned dialogue in pairs.,Lodging a Complaint,Project Study 2,Dialogue:,Role-play:,Role-play the above-mentioned dialogue in pair,Accepting the Claim,Project Study 3,Declining a Claim,Dialogue,:,Role-play:,Role-play the above-mentioned dialogue in pairs.,Section IV:Field Practice,1,.Terms Practice,(1)invoiced,cost,(,2)be liable for,(,3)improper packing,(,4)shockproof,(,5)crop up,(,6)in details,(,7)complaint,(,8)refrigeration,(,9)attribute to,(,10)amicably,2,.Sentences Practice,(1)I must say the case is too serious.,(the case),(2)But I have to say that I have to lodge a claim with your corporation.,(lodge a claim with),(3)But to our great surprise,they are not in proper condition.,(in proper condition),(4)We hope this unfortunate accident will not affect business between us.,(affect),(5)We had the medicine inspected immediately when the goods arrived,and a shortage of 20 kg was found.,(a shortage of),(6)I am very glad that our negotiation has been going on well,，,and I havent expected any problem would happen.,(negotiation),(7)As I have several customers waiting,please arrange another shipment for the 20 kg goods at once.,(arrange shipment),(8)In view of our long business relationship,we would like to settle the dispute friendly.,(in view of),(9)I have to make a complaint for the batch of Maotai wine.,(make a complaint for),(10)I m afraid we cant entertain your claim.,(entertain ones claim),3,.Dialogues Practice,Mr,.Zhao:,我方不得不对贵公司提出索赔。,Mr.Brown:,What has happened?,Mr.Zhao:,是关于那,500,吨冷冻海产品的事情。,Mr.Brown:,Say it in details.,Mr.Zhao:,My goods have arrived at the Dalian port.,让我们非常意外的是它们情况不是特别好。,Mr.Brown:,Im awfully sorry to hear that.What is the trouble?,Mr.Zhao:,Thermal insulation layer of some boxes has been damaged,which apparently attributed to faulty packing.Some of the frozen seafood has melted.,Mr.Brown:,Where are the goods now?,Mr.Zhao:,In the refrigeration storage near the port.I have brought the inspection certificate issued by the inspection bureau.,Mr.Brown:,我方将对贵方的投诉给予及时的重视,。,Mr.Zhao:,在这种情况下，建议贵方依照发票金额给予,30,的折扣。,Mr.Brown:,That may be too much.What about 25%?This is the maximum concession we can do.,Mr.Zhao:,OK,.,Section V:Speak Out,1.Tongue Twisters,(1)He threw three free throws.,(2)New cheese,blue cheese,chew cheese please.,(3)A clan of cool crows clings close in cold climates.,(4)Blue glue gun,green glue gun.,(5)A noise annoys an oyster,but a noisy noise annoys an oyster more!,2.,Pair Work,When the goods arrived,it was found that there was a difference of 20 tons between the actual landed weight and the invoiced weight of 160 tons.It had been caused by moisture loss because of the different climates.According to the contract,the maximum allowance for natural loss is 5%.The claim for 12 tons compensation is just fair,.,Situation I,Situation II.,Mr.Stronghold has ordered 1 000 pieces of glass vases from Changsha Glassware Company.But on examination,5%of them was found broken.Mr.Stronghold lodged a claim against this.How are you going to persuade him out of the claim and settle it in a satisfactory way?,3,.Group Work,(1)What is a complaint?And what is a claim?,(2)What rules to follow when making a claim?,(3)Do you know how to handle the claim when clients make a claim?,(4)How to decline a claim?Use what you have learned in this programme.,Section,V:Expression,Pool,Vogue Words,2.Business presentation,Scene of,Project,1:,Mr.Zhao,representative of a China import
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