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活动设计十八

(十八) Complaints and Claims

Teaching Objectives (教学目标):

After completing this lesson, students should be able to:

--comprehend basic vocabulary related to complaints and claims;

--identify and understand basic elements of dealing with complaints and claims;

--use communication skills to:

Ÿ           make a complaint or a claim;

Ÿ           respond to a complaint or a claim;

Ÿ           object to a complaint or claim.

I. Discussion (课堂讨论):  Work in pairs. Discuss what might be the reasons for most of the complaints and claims. You may refer to the words in the box.

damage                 quality                  quantity

colour difference          wrong sizes              wrong shipment

delay in delivery

II. Sum-up (总结投诉与索赔的语言要点):

1. Complaining (投诉)

  I’ve got a complaint to make.

  This is our first order with you and we are far from satisfied.

  Our order was … units short.

  The goods are not up to the usual standard.

 

2. Lodging a claim (索赔)

  Since the loss is not a small figure, we are making a claim.

  The claim will be for $... to cover the cost of the shortage.

  We have no alternative but to make a claim against the loss.

3. Describing damage or loss (描述损坏或损失情况)

  I’m sorry to say that two of our machines were damaged beyond repair in transit.

  The goods have been so heavily saturated by rain that they’re unsaleable.

  They attributed the damage to the effects of dampness during the long sea voyage.

  In my opinion, it’s evident that the damage must have occurred during transit.

  The damage was due to rough handling by the shipping company.

  We assume that the damage occurred while the consignment was in your care.

  The certificate indicates that some of the machine tools are rusted.

4. Responding to a claim (对索赔的回应)

  Your claim should be covered by our insurance policy.

  We’ll take the matter up with the insurance company and give you the results as soon as possible.

  We’ll handle your claim according to international practice.

  You surprised us. We’ve never had a complaint of this kind before.

  Could you tell us exactly how the quality of the goods is inferior?

  I’m sorry to hear that. Complaints of this sort are rare.

  What seems to be the problem?

  We can assure you that you’ll have no such complaints about future deliveries.

  Our Shipping Manager is looking into it right now.

  We’ll consider a claim if it’s supported by adequate documentation.

5. Entertaining a claim (理赔)

  In view of our friendly business relations, we’ll accept your claim for the 10 kg short weight.

  We’ve decided to pay compensation for 5% of the total value but you should bear the cost of the inspection fee.

  We agree to replace the defective products for you.

  Please return the faulty goods on the next available ship.

6. Refusing a claim (拒绝赔偿)

  Your claim can’t be accepted because it was filed 30 days after the arrival of the goods at the destination.

  As its is an insurance matter, we think you should refer the claim to the insurance company

III. Listening practice: Listen and Imitate. (录音呈现和模仿操练)

Task 1: Listen to the sentences and fill in the following blanks. (sentences omitted)

Keys: 1) defective items   2) insurance; shipping   3) pay compensation 

4) provide a replacement; return the money   5) ask for compensation

Task 2:

1. You will hear a message left by a customer complaining about damage to goods. Listen carefully and fill in the blanks.

Hello, this is Sarah Congdon from Stanton Distribution. We’ve just received our Trade Fair order, but we’re very disappointed with the amount of breakage. Almost 30% of the goods were damaged in one way or another. We’ll be withholding payment until this has been worked out. I’d be grateful if you’d call me back. You’ve got my number. Thanks. Bye.

2. Listen to the second message and complete the main information in this message. (answers and scripts omitted)

Words and expressions:

breakage; withhold

IV. Follow-up Practice. (后续练习)

1. Listen to 5 short conversations, and decide which are appropriate responses to a claim and which are not.

Appropriate responses                  inappropriate responses

      1)  3)  4)                            2)  5)

2. Listen to the dialogue and choose the correct answer to each question. (questions omitted)

Keys: 1) C  2) A  3) B  4) C  5) B

V. Play the video and make the role play. (视听呈现和角色扮演)

Video 1:

●New words and expressions: en route; handling; evidence; survey report; replacement; etc.

●Pre-viewing: Read the following chart to have a rough idea of the video.

●Viewing:

1. Watch the video. Pay attention to Mr. Carlos’s attitude towards the claim, and complete the following sentences.

1) Have you checked into the cause of the damage?

2) I suppose the breakage might have happened en route.

3) That would probably have been due to rough handling by the shipping company.

4) I advise you to take the matter up with them.

5) Have you any evidence?

6) Well, we respect the findings of the Inspection Bureau so we’re willing to settle your claim immediately.

7) We’ll send the replacements by air on the first available flight.

8) I’m sorry for the inconvenience it caused you and your customer. I assure you this will not happen again.

2. Watch the video again. Stop each time when Mr. Carlos raises a question about the claim and repeat the sentences.

●Post-viewing: Work in pairs. Discuss what the seller should make sure before entertaining a claim.

Video 2:

●New words and expressions: consumption; crush; leak; on board; Bill of Lading; transit; cover; insurance policy; etc.

●Pre-viewing: Read the following chart to have a rough idea of the video.

●Viewing:

1. Watch the video. As you watch, note down the following information. (answers and scripts omitted)

2. Work in pairs. Discuss why some claims are refused. Try to figure out some of the reasons. (open)

●Post-viewing: Work in pairs. Choose a role card A, B, or C, and make a dialogue according to the information given in the card. (role cards omitted)

V. Assignment

Discussion: How would you deal with a complaint? Have the goods returned, make compensation, or accept a price reduction? Give your reasons.

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