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1、2023/10/11,1,Unit NineComplaint,Claim and Settlement,2023/10/11,2,Quality Complaints对于品质的投诉,外贸操作中，收到投诉是经常的事，包括品质问题、服务问题、交货期问题等，需要供应商在第一时间处理并给出答复。尤其是品质问题，往往是最重要也是最伤感情的，一旦处理不好，就会影响到未来的合作，必须慎之又慎。,2023/10/11,3,Subject:Quality claim-IMPORTANT!,Dear Kerry,We received the goods which you shipped last month
2、.Unfortunately,of the goods were seriously damaged.Im not sure if these items were already broken before delivery.I would like to receive the rest goods TOP URGENTLY!Please deliver them by air as quickly as possible.And you should pay for the freight charge!Regards,2023/10/11,4,Delivery Time Complai
3、nts对于交期的投诉,交期的投诉，是经常会碰到的。订单生产中有很多不稳定因素，而且客户也经常在订单操作中提出这样或那样的修改意见，这在时间上难以控制。还有货代和船公司，也有可能推迟船期，甚至有爆仓、甩柜的情况出现。这就需要业务员在收到投诉时，给客户及时的反馈。,2023/10/11,5,Subject:Shipment delay,Dear Clair,Well received your claim for late delivery time.However,there are several reasons for this result.Firstly,we received the
4、L/C draft approximately 20 days after PO received.And we could do nothing but waiting for your L/C opening.Secondly,revising artwork according to your request takes more than 3 days for confirmation.And we couldnt do the mass production before getting your final approval.,2023/10/11,6,In some respec
5、ts,were also partially to blame.As a matter of fact,we could inform you some more days ago before shipment,and our colleagues for order follow-up should also pay more attention to your orders.In the near future,Im sure that well keep the channels of our communication open and avoid any potential dan
6、ger for our business.Thanks and Best Rgds,Kerry,Practical Expressions,我们愿意承担部分责任。Were willing to accept part of the blame.关于（订单交货的）延误，是有一些原因的。There are several reasons for this delay.我很抱歉这么仓促通知您，船期需要延迟Im sorry to inform you about the shipment delay on such short notice.,2023/10/11,7,2023/10/11,8,Apo
7、logy&Solutions道歉并提供解决方案,一旦己方做错了某些事，不仅需要在第一时间向客户道歉，还需要仔细研究并给出解决方案。而不是一句简单的sorry就完事了。要站在客户的角度换位思考，如果这个问题发生了，客户能够怎么办？应该怎么做，才能尽快帮他解决困难？有什么应对办法？,2023/10/11,9,Subject:30%items will be delivered by air,Dear Clair,Sorry for our mistake to delay your orders 2-3 shipments as your request,due to the peak seaso
8、n and labor shortage before the CNY holiday.Pls accept our sincere apology!I know your urgent demand for promotion and advertisement.Per my checking with our boss,we plan to deliver 30%of goods by air and the rest 70%by sea.Therefore,you could receive 30%earlier than your schedule,and 70%roughly 1-2
9、 weeks later.,2023/10/11,10,Please reply ASAP.We have to check with forwarder urgently for arranging the delivery.Best Rgds,Kerry,Practical Expressions,把交货期延迟到四月三十号是我们的责任It is our mistake to postpone the delivery date to Apr.30.我们会安排货物空运，并承担运费。We could deliver the goods by air and pay for the freigh
10、t charge.请把它们分成两个20尺柜出货，去*港。Please split them into 2*20 containers and ship them to*port.,2023/10/11,11,2023/10/11,12,Compensation Negotiation商量赔款金额,在收到客户索赔的申请后，难免会面临一个严重的问题，就是赔款的数额。具体赔多少？怎么赔？有没有变通且让双方都相对容易接受的方案？这才是我们业务员需要考虑的。不是一味让步，或是一味强硬就可以解决问题。谈判需要技巧，需要让双方减少彼此的损失。,2023/10/11,13,Subject:Sharing co
11、mpensation charge,Dear Clair,I have discussed with my boss about the compensation cost.We couldnt accept the double charge for this order.Actually,all the items should be recalled.But it is unfair to charge us all the products cost,freight cost,import tax&your retail margin.We sent you the final sam
12、ples before mass production,and were confirmed by your engineering team.It is obviously that the quality was OK.,2023/10/11,14,By the way,all of our products were UL approved,and strictly according to US standard.It is unfortunately that we have to recall the products to avoid the potential danger.B
13、ut in our opinion,we could realize each other to improve the situation.Please help to find our 2 suggestions as follows:1.We could transfer the money back for this order,without any additional charge.In future orders this year,we could keep the price and give you a 20%discount as compensation.,2023/
14、10/11,15,2.Well ship a new wave of products as quickly as possible,and accept to give you USD 3,000 as compensation cost.Please check with your manager and give me reply soon.Best Rgds,Kerry,Practical Expressions,我们同意赔付800英镑。We accepted to pay for GBP 800 as compensation charge.因你方的质量问题，我们遭受了重大损失We
15、Have suffered a serious setback due to your poor quality.索赔的费用要超过3000美元。The claim was more than USD 3,000.,2023/10/11,16,2023/10/11,17,Application for Deferred Compensation申请延期赔付,在遇到索赔时，是不能一步就达成客户要求的，这在谈判中会把己方置于非常不利的地位。在不得罪客户的同时，也要为公司争取最大利益，减少一切损失。一旦遇到无法减免赔款金额的情况，申请延期赔付，往往能在争取时间的同时，获得客户的退让。,2023/10/
16、11,18,Subject:Compensation details,Dear Clair,Im so sorry for the 20%broken for our air conditioners.As per our internal investigation,poor quality for outer cartons caused this serious problem.We will pay more attention to our vendors and control the quality strictly from now on.,2023/10/11,19,Plea
17、se deduct the 20%when balancing the payment.And we could afford your margin loss on these items.Is it possible to settle USD 10,000 as compensation?Our big boss confirmed the amount and would settle them after 120 days.I will keep you posted on progress from this end.Best Rgds,Kerry,Practical Expres
18、sions,我们会做好一切必要的安排，把那些损坏的产品换掉。We will make all the necessary arrangements for the replacement for defective items.关于这次索赔，我想要看一下具体的费用明细表。I would like to see a cost-by-cost list of this claim.,2023/10/11,20,ExerciseE-mail Writing,你是上海新联进出口有限公司的业务员，你负责的一笔单子由于春节发货高峰期和劳动力短缺造成了延迟交货。请写封邮件先向客户 Clair致歉，然后给出解决办法。即先安排30空运让客户在计划时间前收到，另外70走海运，将会比计划时间晚12周。最后询问客户对此解决办法的意见以便尽快与货代联系出货事宜。,2023/10/11,21,
