Unit 12 Complaints & Claim
B：Yes，that was true．But we never expected the ： ， ． aluminum content to be so high，say 1.1％． think it is ％．I ， ％． complete not in conformity with the stipulations in the contract． contract． A：I'm very sorry，Mr．Kube．Then what’s your ： ， ． ． idea about this matter? Would you like us to refund the goods7 or replace the goods8 ?
Unit 12 Complaints & Claim
(A few minutes later) A：The supplier told me that this transaction leaves ： them no profit at all．Anyway，they have accepted ． ， your suggestion． suggestion． B：I am glad to hear that，Mr．Lin．It seems that ： ， ． ． everything goes smoothly．Thank you for your close ． cooperation． ． A：Me，too．I hope the settlement will turn out to ： ， ． your satisfactionl0．
Unit 12 Complaints & Claim
B：I know it will be very troublesome for you to replace ： the goods．I suggest we take the goods but you have to ． make us a reasonable compensation． ． A：That’s all fight，Mr．Kube．But what do you ： ， ． ． think is a reasonable compensation? You know very well that our price has been much lower than the current market price．I don’t think we can go too ． far．How about a reduction of 5％per ton? ． ％
Unit 12 Complaints & Claim
B：Yes．Here is the certificate of quality issued by Japan ： ． China Commodity Inspection Company Limited4． A：I admit that the aluminum content5 of our last ： shipment was a little bit higher than the average level6 ．And that was why we closed the transaction with you at a price 20 dollars lower than the market price． ．
Unit 12 Complaints & Claim
Many businesses tend to try and ignore complaints，or ， pass them off as irrelevant，however，if dealt with well， ， ， ， they can actually provide your business with a strong advantage． advantage．
Unit 12 Complaints & Claim
7．Delay in shipment or non—delivery． ． ． 8．Poor packing of the goods． ． ． 9．Damage to the shipped goods． ． ． 10．Loss of the goods． ． ．
Unit 12 Complaints & Claim
B：I think so． ： ． A：When are you leaving Mr．Kube? ： ． B：I am leaving tomorrow． ： ． A：Wouldn’t you like to stay here for a longer time? ： B：Maybe next time．Thanks． ： ． ． A：That’s all right．Shall I pick you up and send you ： ． to the airport?
Unit 12 Complaints & Claim
B：It’s like this．When the goods arrived in Osaka， ： ． ， we found that the content of aluminum was almost 0.6％ ％ higher than that specified in the contract．As you ． know． know．the aluminum content should be 0.5％max．Yet 0.5％max． we found it has nearly come to 1.1％when the goods ％ were reexamined at our counter． ． A：Do you have an inspection report3 ？ ：
Unit 12 Complaints & Claim
B：I'm sorry，Mr．Lin．I don’t think the goods are ： ， ． ． worth this price at all． ． A：How much do you mean then? ： B：At least l0％． ： ％． A：I'm afraid I can’t say fot ： wait a minute and l will call the supplier． ．
Unit 12 Complaints & Claim Obiectives
After completion of this unit，you should be able to： ， ： 1．Know causes of complaints & claims． ． ． 2．Know how to complain effectively． ． ． 3．Know how to deal with claims properly． ． ． 4．Use the language to file claims and settle claims． ． ．
Unit 12 Complaints & Claim
Procedures to settle complaints and claims： ：
1．Listen to customer complaints carefully． ． ． 2．Find out what has happened． ． ． 3．Apologize to the customer． ． ． 4．Suggest a proper solution． ． ． 5．Listen to the feedback from the customer． ． ．
Unit 12 Complaints & Claim
Common causes of complaints and claims in international trade： ：
1．Delay in opening an L／C． ． ／ ． 2． 2．Delay in payment． payment． 3．Poor quality of the goods． ． ． 4．Specification discrepancy． ． ． 5．Delivering the wrong goods． ． ． 6．Short—loaded or over—loaded goods． ． ．
Unit 12 Complaints & Claim
How to complain effectively?
1．Remain as calm as possible． ． ． 2．Tell the facts which caused the complaint or claim． ． ． 3．Remind the other party of the possible impact to the ． mutual business relations due to the complaint． ． 4．Explain the remedy you want． ． ． 5．Express your wish for an early settlement． ． ．
Unit 12 Complaints & Claim
Negotiation tips： ：
Master some necessary skills in settling claims： ： 1．Be sure the right person is held responsible for the ． claim． ． 2．Skill of taking responsibility． ． ． 3．Skill of payment for the claim． ． ． 4．Skill of declining a claim． ． ．