ВУЗ:
Составители:
Рубрика:
61
4.4. PRACTICE TASKS
T a s k 1. The text below summarizes basic features of complaints,
claims and adjustments. Read the text and fill in the gaps with
appropriate words:
a) delivery; b) solution; c) statement; d) goodwill; e) hostility;
f) a remedy; g) courteous; h) account; i) sympathy.
A complaint is written to inform an organization about a problem.
A claim is a complaint that also requests 1) _____ to the problem. A claim
letter has three parts:
1) a complete, detailed 2) _______ of the problem;
2) a clear explanation of the consequences of the problem;
3) a request for a reasonable 3) ______ to the problem.
Both complaints and claims are based on facts. They should not be
written simply to express anger or 4) _______ .
Many aspects of business deals can cause errors, but the most common
causes for claims are:
1) an incorrect bill, invoice, or 5) _______ (Figure 2.2);
2) a bill for merchandise ordered but never received;
3) delivery of unordered merchandise;
4) 6) ______ of incorrect merchandise.
Adjustments, as well as claim responses, must be prompt. They must
also communicate concern and be 7) ____ .
The four parts of an adjustment letter are:
1) an expression of 8) ________ about the problem;
2) a statement of what is being done about the problem;
3) an explanation of the problem;
4) a positive remark to restore 9) _____ .
Adjustments are never defensive or suspicious. They emphasize a
solution to a problem.
T a s k 2. Match each section of the letter of complaint on Page 63
with the appropriate gap on the blank below.
Страницы
- « первая
- ‹ предыдущая
- …
- 59
- 60
- 61
- 62
- 63
- …
- следующая ›
- последняя »
