chương 567

A letter which informs the company that the customer is dissatisfied with the goods orservices is called…

• . a complaint

• a claim

• an adjustment

• an advice note

A letter which informs the company that the customer is dissatisfied with the goods orservices and suggests a fair compensation is called…

• a complaint

• a claim

• an adjustment

• an advice note

A company’s reply to the complaint/claim is called…

• a cover letter

• an inquiry

• an adjustment

• an advice note

What should you remember before making complaints?

• Make your complaint as many as possible

• Using a hostile or demanding tone

• The supplier is to blame

• The purpose of a complaint is not to express anger but to get results

What is the most appropriate sentence when making complaints?

• You must correct your mistake as soon as possible.

• You made an error on the statement.

• The mistake must be corrected as soon as possible

• You don’t understand the terms of discount. We told you to deduct discount from netprices, not CIF prices.

What is the problem by using words like fault (your fault, our fault) or blame (you are toblame) when making complaints?

• These expressions are rude and childish

• These expressions do not express dissatisfaction strongly enough.

• These expressions express impersonal emotions.

• All are correct

What is NOT appropriate when making complaints?

• . We are far more from satisfied with the service you offer.

• Please ensure that this sort of problem does not arise again.

• We are disgusted with the service you offer.

• Unless you can fulfill our orders efficiently in the future we will have to consider changingto another supplier

What is NOT appropriate when making complaints?

• It is not our fault. It is probably the fault of your despatch department.

• Please ensure that this sort of problem does not arise again.

• The mistake could not have originated here, and must be connected with the despatch ofthe goods.

• There appears to be a defect in the mechanism

“Against 20 items ordered (stated in the invoice), the actual consignment consists of only 18items.” Why is there a complaint?

• Accounting errors

• Wrong delivery

• Low quality

• Damaged goods

“Out of 20 items ordered, 2 items have been seriously crushed.” Why is there a complaint?

• Accounting errors

• Wrong delivery

• Low quality

• Damaged goods