Unit Eight Dealing with problems

• No man is perfect. 人无完人。

Learning Objectives • This unit looks at some of the problems that may arise between customers and suppliers. • There a series of integrated activities and case studies where you have to resolve a variety of problems connected with delivery and after-sales. • The functions of complaining and apologizing are also covered.

Complaint Making • When the service or delivery is not as good as expected or agreed before, a letter is sent to the supplier, which, in terms, is a complaint ( 投诉信) or a letter of claim (索赔信). • A complaint is usually based on one of the following problems: • • 1) delivery is defected or damaged 2) delay in delivery 3) wrong billed invoice 4) mix-up in delivery

Some tips for letters of complaint writing • 1) Complain as soon as possible; the problem should be presented at the very start of the letter in a direct way • 2) make certain that the problem is based on facts • 3) the claim should be practical and acceptable to the other side • 4) Keep good records. Note the names of people you talk to, as well as the dates and outcomes of the conversations. Always keep a copy of each letter you write for your own files • 5) threat is not a first choice for solving a problem It’s often best to explain the problem in writing. The letter is in a polite and productive tone.

• The essential elements in a complaint are: • • 1) clear facts (摆清事实) 2) reasonable complaints (提出投诉) 3) definite claim (提出解决方案) 4) definite action in future (表明态度)

• Dear Mak, • We have just received the above invoice for a consignment of books which was delivered on 4 May. • However, your invoice states that the consignment contained 200 copies of China on the Move by Shui Wenxing and your delivery contained only 200 copies also, but in fact we placed the order for 280 copies (Order No. EB 7869). • We shall appreciate very much if you could, after checking the above order, arrange another delivery by 22 May for the 80 copies not included in the invoice, as we have to make the order by 30 May. And we shall be happy to settle the account soon after a whole order is completed. • Yours sincerely, • Sophia Wan

Reply to Complaint • After receiving a letter of complaint, one is expected to respond with a prompt investigation and then give a reply. • The reply to a complaint can be either a merely reply (回复), or an adjustment letter (理赔信). • A reply letter to complaint plays a role in problem solving so it should be dealt with care. • A letter functioned in this way should be in a constructive tone as well as sincere and sympathetic.

A reply to complaints covers these points • 1) Acknowledgement of receiving the letter of complaint • 2) Expressions of regret or apology • 3) The investigation result • 4) The explanation for the matter • 5) Offer for amending

• Dear Mr. Lee, • Reference is made to your letter of May 27 regarding the Invoice No. P 364/344. • I am very sorry that the invoice is with a mistake. I have checked with our accounting personnel and found that the figure was wrong. • The reason for this is our newly installed system has not been checked well and now it is under very careful testing. • I ensure you such mistake will be kept away. Enclosed please find a rectified invoice and the original is invalid. • I apologize again for any inconvenience caused by the wrongly billed invoice. • Yours sincerely, • Ji-Sun Yuon

• Dear Mr. Gilson, • I have got your letter of May 1 on our D-Lux vacuum cleaner you bought from our department store on February 1 last year. • I wonder if you had read the warranty of the cleaner before your sent us your letter as that was expired at the end of the third month from the day the cleaner was purchased. If you were more careful you might have read the manufacturer’s address and you could turn to them for help. • I hope your can get your problem solved by yourself. • Yours faithfully,

• Dear Mr. Gilson, • Reference is made to your letter of May 1 on the DLux vacuum cleaner you bought from our department store on February 1 last year. • I regret very much to inform you that we can not give you a replacement as the warranty of the cleaner was expired at the end of the third month from the day the cleaner was purchased. • Fortunately, the owner’s manual includes the manufacturer’s address. You may wish to contact one of them by calling the toll-free number listed in the manual. We hope your vacuum cleaner can be repaired quickly and easily. • Yours faithfully,

8. 2 We all make mistakes— sometimes! • The purpose of this activity is to make you aware of the difficulties of dealing with a big mistake that has been made.

Step A Reading • Please read the notes on page 75 and then answer the following question: What do you think may have happened? What should you do? • Young Max has confused the two companies and placed a big order with the wrong company---UNIPLEX instead of UNIFLEX.

Step B • 1) There is a message on the answerphone, let’s listen to it firstly. • 2) Then please look at File 75 to see two more documents, including a fax that has just arrived. Decide what you are going to do?

Uniflex (sole supplier) Uni. Plex (new one) repeat order Zenith International price is competitive

Step D • Homework • Draft a fax to Uniplex and another to Uniflex, explaining your reasons for making such decision.

8. 3 Complaining and apologizing As the purpose of complaining is often to get someone to change or improve things, it is counter -productive to antagonize them, even if they have made a stupid mistake. If the complaint is really based on fact of your mistake, you should apologize firstly in your letter, then convince the other side that the mistake occurred is only a slip, and finally offer a solution.

Step D • Here are some more excuses that may be used to cover up for a mistake: a typing error, a keyboard error, a misunderstanding, a bad telephone line, pressure of work, temporary staff, force majeure (bad weather delaying delivery……)

Step A • Problem • Wrong size paper— wrongly labeled box • forget to send in Eastern region order • wrong quality delivered (not A 1 quality) • color negatives not sent • ACTION to be taken • refund: $11. 95 • telex the order to Compass International • charge 20% less for the order and ship load of A 1 quality tomorrow morning • Mr. Patel will collect them tomorrow personally

Step B • • look at the extracts in your books from four letters. Complete each sentence, then decide what to write in your reply to each as if it was YOUR FAULT in each case. Suggested completions and replies: 1) Could you please confirm that you have received the order and that you have the goods in stock? Please accept our apologies for not having confirmed your order. The reason is that we have been understaffed this month as there has been a flu epidemic here. We can confirm that the order has been received and will be shipped to you tomorrow, in accordance with your instructions.

2) Would you please look into this matter? We can only assume that this shipping note was sent in error and that the goods have not been dispatched. We are very sorry for this mistake. Our dispatch manager discovered at the last moment that your order was incomplete and he delayed the shipment until the missing parts had been found. Unfortunately, the shipping advice had already been posted and we failed to inform you of the delay. I am pleased to inform you that the missing parts have now been packed and left our works yesterday.

3) Will you please refund the difference, which I calculate to be $72. 5 for five nights. We wish to apologize for our mistake in overcharging you for your room. I have looked into the matter and discover that you were charged at the double room rate by mistake. I have refunded the sum of $72. 50 to your Master. Card account and enclose the refund slip. In view of our error and in the hope that you will stay with us again, may I offer you a special discount of 15% for your next stay in our hotel.

4) Will you please arrange for the missing items to be shipped to us at once? Please accept our apologies for this mistake. Since your order was placed, we have begun using new boxes which contain 100 items. Your order was short by 3, 520 items. A further 36 boxes are on their way to you now.

8. 5 Only the best is good enough… • Vocabulary • defect: The lack of something necessary or desirable for completion or perfection; deficiency 瑕疵，毛病：缺少圆满或完善所必需的某物，缺点，缺陷 • mass-product: To manufacture in large quantities often by or as if by assembly-line techniques 大批量生产制造，大规模生产制造 • cost-effective: Economical in terms of the goods or services received for the money spent 划算的：由所花费的金钱得到的商品或服务上有利的，划算的 • spreadsheets: An accounting or bookkeeping program for a computer. 计算机的记帐或计算程序

Step A Discussion • This is a warm-up for the listening exercise in step B. • Look at these opinions. Which do you agree with and which do you disagree with?

Step B You’ll hear an interview with a management consultant. Each sentence in this summary contains ONE mistake. Underling each of the mistakes and correct them. Suggested answers: 1) some → all 3) apologizing → complaining 5) yours → theirs 7) less → more 9) most → all 2) mostly → absolutely/all 4) inexpensive → costly 6) few → no 8) deteriorates → improves 10) easier → harder

8. 4 Friday afternoon: Delivery problems • These case studies will give you a chance to exchange ideas and experiences in dealing with problems. • Why the author let you imagine that it is Friday afternoon in each situation?

Step A • 1) Makes notes as you listen to the recording and try to find out what exactly has gone wrong in this situation? • The company has received the wrong components and if they aren’t replaced fast, the production line will have to stop. • ☼ ☼ ☼ Suggested notes screw adaptor don’t meet our specifications. need JG 507 s, not GJ 501 s If right parts don’t arrive by next Wednesday, part of production line will have to stop. ☼ 5, 000 to be replaced, 500 needed for next week’s production.

• 2&3: Read the FAX and letter firstly and then answer the question: when was delivery promised for? What reason was given for the delay? • In the fax delivery was promised for 30 May; in the letter the reason given was a late delivery by Ocean View’s suppliers.

• 4&5: Decide what you are going to do under such situation? • Suggested solution: Phone Ocean View and ask for all or part of the order to be air-freighted or shipped at once. Or maybe find another supplier locally who can deliver more quickly.

Step B • Please read the memo and fax in your books and then answer the questions: What’s the problem? What’s your solution? • PROBLEM: The goods are damaged, but it’s not clear who is responsible for this. • SOLUTION: Either placate Artic Refrigeration by accepting responsibility (if you think $585 isn’t a sum worth bothering about), Or fax a letter to Artic Refrigeration disclaiming responsibility and implying that they can whistle for their money.

8. 6 Monday morning: Aftersales problems • These case studies will give you a chance to exchange ideas and experiences in dealing with problems, both as customers and suppliers. • In business, customers are sometimes dissatisfies with a product or service after it has been delivered and paid for---maybe because they have unreasonable expectations, maybe because the service really is bad. Often, it’s six of one and half a dozen of the other, though!

Step A • Read the message and letter in your books and find out what exactly has gone wrong in this situation? • Fox Industries’ after-sales service has deteriorated and you have already complained about this---but received no reply. Now a new machine has gone wrong, possibly as a result of incompetent servicing by Fox’s engineer. • Perhaps it is better for you to find another supplier.

Step B • Decide what you’re going to do in each case. Draft suitable letters, faxes or e-mails---or make notes for phone calls. • In the first case, the customer has been supplied with goods that don’t work proper, in spite of being assured that they would work. • In the second case, the customer has been sent a handbook which has missing pages.

8. 1 What seems to be the problems? • Vocabulary • on consignment: • • • With the provision that payment is expected only on completed sales and that unsold items may be returned to the one consigning: 寄售方式：规定只有在售完后才付款并且未售出的物品可以被退还给委托人 feed roller : 加(进, 送)料辊 hold up: To obstruct or delay 阻挠或延迟 scratch: a thin, shallow cut or mark on (a surface) 划痕 water-stained: 有水渍的 refund: To give back, especially money; return or repay 退还：特别是钱等的退还；归还或偿还

Step A Warm-up discussion • Please look at the pictures on page 74 and speculate what do you think has happened?

Step B • Besides listening, this exercise introduces a lot of vocabulary connected with problems. • Match the number of each call to one of these sentences. Be careful---one sentence in each group is a ‘wrong number’! • Answers: 3 f 4 e 5 g 6 i 7 l 8 k

Adjust • • • vt. 调节；调整；理赔 The sales prices have been adjusted slightly. 对销售价格做了稍许调整。 The claim has been adjusted. 我们对索赔进行了理赔。 Adjustment n. 调整；理赔 We made a few minor adjustments to the plan. 我们对计划作了稍许改动。 An adjustment has been reached on our claim. 我们的索赔得到了理赔。