實用商務英語 接受索賠

6　接受索賠

你將聽到的

要求負責

You should take the blame.

保留權(quán)利

We reserve the right to claim damage.

賠償報告

Have you seen the shortage claim from our company?

貨物破損

The goods arrived damaged.

有瑕疵

The last batch we received from you was faulty.

有差錯

The containers are not the size and shape we ordered.

你也許會說

答應賠償損失

I've seen the rusty instruments and agree to replace the defective instruments as soon as I return to London.

賠償金額

We regret for the loss you have suffered and agree to compensate you by $500.

停售通知

The Medical Health Officer has issued a "Stop Notice" on them. We are lodging a claim for inferior quality.

再次致歉

Again we'd apologize for the error of lot number, which resulted in the mistake in getting ready the goods to be delivered.

職場心經(jīng)

當客戶提出投訴并要求索賠，公司內(nèi)部必須細心應付，避免事件擴大，損及企業(yè)形象。如果并非本方全責，且資金上確實難以承受的話可以和客人協(xié)商盡量少賠償一些。如果的確完全是本方的問題，想保持客戶的話就只能按照客戶要求索賠了。從某種程度上講，這也維持了你的信譽度。索賠事件若處理得當，不僅可以消除企業(yè)危機，甚至能夠得到客戶的諒解和長期支持。

必備的詞匯熱身

●　add [?d] v.增加

●　favor [?feiv?] v.有利于

●　workable [?w?:k?bl] adj.可采用的

●　rather [?rɑ:e?] adv.稍微，有點

●　however [hau?ev?] adv.然而

●　assure [???u?] v.保證

●　reimburse [?ri:im?b?:s] v.償還

當接受索賠的時候你會聽到

You should take the blame .

你需要為你的過失負責任。

take the blame表示“承擔過錯”，有點類似與be responsible for。

We reserve the right to claim damage.

我方保留索賠的權(quán)利。

You should be responsible for the loss.

你方應該負責賠償損失。

Have you seen the shortage claim from our company?

你看到我公司的短重賠償報告了嗎？

The goods arrived damaged.

那批貨運抵時有破損。

The last batch we received from you was faulty.

我們從你們那里收到的上一批貨有瑕疵。

The containers are not the size and shape we ordered.

箱子不是我們訂購的那種尺寸和形狀。

You shipped bulk goods are not corresponding in quality with the sample.

貴方運來的大批貨物與樣品不符。

當接受索賠的時候你會說

1．After making a thorough investigation, we have decided to accept your claim and to compensate you for the sum involved.

經(jīng)過詳細調(diào)查后，我方?jīng)Q定受理你方索賠并賠償有關(guān)的損失金額。

2．I've seen the rusty instruments and agree to replace the defective instruments as soon as I return to London.

我看到了生銹的器械，同意一回到倫敦就換掉有毛病的器械。

3．We regret for the loss you have suffered and agree to compensate you by $500.

對你們蒙受的損失我們深感抱歉我們同意賠償你方500美元。

regret for表示“為……感到抱歉”

4．The Medical Health Officer has issued a "Stop Notice" on them. We are lodging a claim for inferior quality.

醫(yī)藥衛(wèi)生官員對這批貨發(fā)出“停售通知”。我們要求對質(zhì)量不合格的產(chǎn)品進行賠償。

5．We understand your needs to make up the loss incurred and have decided to offer you a special discount of 5％ so that you can dispose of the different order from your needed one.

我們理解你的需求，為彌補損失我們決定給予5％的特別折扣，這樣，你就可以處理這批并非你所需要的貨物。

6．All the documents E-mailed us should be made in the formal printing forms and send us as soon as possible for us to entertain your claim .

所有網(wǎng)上寄來的文件必須用正規(guī)的印刷形式制作并盡快寄給我方，以便我方理賠。

entertain your claim在此處表示“接受索賠”，相當于accept your claim

7．Again we'd apologize for the error of lot number, which resulted in the mistake in getting ready the goods to be delivered.

對于因貨號有誤導致將待發(fā)的貨物配錯，我們再次表示歉意。

拓展學習

提出索賠

A：We hope indemnification will be made for all expenses incurred.

我希望得到全額賠償。

B：If we were at fault, we should be very glad to compensate for your losses.

如果責任在我方，我們當然愿意賠償貴方的損失。

We hope you will effect a full settlement of our claim.

希望對我們提出的索賠你們能全部給予解決。

We wish to be perfectly fair in handling the matter. What remedy would you suggest?

我們希望完全公平地處理此事，您建議怎么賠償？

We have to ask for a compensation to cover the loss incurred as a result of the inferior quality of the goods concerned.

我們不得不申請賠償以彌補由于貨物的質(zhì)量低劣而引起的損失。

We wish to dispose of the goods you wrongly delivered and request you refund to us our disbursement of the loss incurred.

我們要求降價處理你方錯發(fā)的貨物，并賠償由此而產(chǎn)生的損失。

cover the loss表示的是“進行賠償?shù)囊馑肌?/p>

索賠的原因

A：We shall hold you responsible for any loss which may occur through this delay.

由于這一延誤帶來的任何損失都應由你方承擔。

B：Our reinspection shows that damage was caused by improper packing.

我們的復檢標明損壞是由于包裝不當而引起的。

The goods have been so discolored and heavily saturated by rain.

貨物已經(jīng)被雨水嚴重浸濕掉色了。

The goods you sent us do not correspond with the sample we gave you.

你方發(fā)給我們的貨與我們送給你們的樣品不符。

We have lost considerable business on account of your delay in shipment.

由于貴方的延遲裝運我們已經(jīng)丟掉了大筆生意。

Upon examination, we find that all the cases weight short by from 5 to 12kg.

檢查時，我們發(fā)現(xiàn)所有的箱子短缺5～12千克。

積極回應索賠

A：Please look into the matter promptly and let us know what you intend to do with the damaged goods.

請盡快調(diào)查此事，并讓我們知道你們打算如何處理損壞的貨物。

B：We will compensate your loss if we were responsible for it.

如果責任在我方，我們會對你方的損失進行賠償。

We will contact our insurance company and pay for the damage.

我們將與我們的保險公司聯(lián)系以賠償貴方的損失。

We will entertain your claim after the retained samples are rechecked.

在保留樣品經(jīng)過復驗之后，我們將答復你方的索賠要求。

場景應用

賣方承認了本方的過錯，并表示接受索賠。但希望對方以換貨的方式來取代退款的方式，對方考慮到多年的合作，同意了賣方的意見。

A：We've found new evidence. It's our fault. The case isn't solid enough. We are really sorry. What are your requirements?

B：We want to refund.

A：You know we are really sorry. But if you refund we can't afford that loss. Considering our business relations in the past years, can't you replace? We promise to deliver the goods on time. Please.

B：When can you deliver the new goods?

A：In one week. We are very sorry about our mistakes and the inconvenience we have brought to you. Next time we'll give you more discounts.

B：OK. After all, we have been friends for so many years. We don't want to cause you too much trouble.

A：Thanks a lot.

A：我們找到了新證據(jù)。我們承認自己的過錯，箱子不是很堅固。我們真的很抱歉。您有什么要求嗎？

B：我們想退貨。

A：你知道我們真的很抱歉。但是如果您們退貨我們承擔不起這么大的損失?？紤]到我們之間多年的業(yè)務關(guān)系，您能不能換貨？我們保證那是發(fā)貨。拜托了。

B：新貨什么時候送到？

A：一周后。我對我們的過失和為您帶來的不便表示抱歉。下次一定會給您更多折扣。

B：好吧。畢竟我們是這么多年的朋友了。我們也不想給你們制造太多麻煩。

A：多謝了。

場地的變化會給銷售帶來一些麻煩，所以買方向賣方提出了索賠，賣方也接受了索賠條件。

A：You're welcome, Mr. Lewis. To be frank, we may have the case settled by telecom.

B：I'd rather have a face-to-face talk with you, Mr. Lin. At the very beginning of our negotiation. We made it very clear that the place of origin of the product should be indicated, that is, Yantai and you agreed to this point.

A：Yes. What I'd like to emphasize is the apples produced in Tianshui is as good as that in Yantai. We needn't make a big deal out of it.

B：I don't think I'm in a position to deny the quality of Tianshui apples. The problem is the original place has changed and it will bring a lot of troubles to us.

A：I understand what you mean. Please be frank, and tell me what I can do for you.

B：You see, the difference between the contract and this origin certificate would make it too difficult for us to sell the goods to our clients, unless you reduce the price.

A：To what extent? 4％ would be all right?

B：Perhaps not. At least 10％, or we'll have to reject the goods.

A：Okay, let's make it.

A：歡迎你來，劉易斯先生。坦率地說，我們完全可以通過通訊方式解決。

B：我倒更愿意用面對面談話的方式解決，林先生。在談這筆生意時，我們明確規(guī)定原產(chǎn)地必須表明，即煙臺市，你方也同意了。

A：是的。我要強調(diào)的是天水產(chǎn)的蘋果和煙臺的質(zhì)量一樣好，我覺得沒必要對此小題大做。

B：我不能否認天水蘋果的質(zhì)量。問題是原產(chǎn)地變了，會給我們帶來很大的麻煩。

A：我理解你的意思。請?zhí)孤实馗嬖V我要我做什么？

B：你知道產(chǎn)地證與合同規(guī)定不符，會使我們的貨難以出售，除非你方降價。

A：降到什么程度？4％怎么樣？

B：大概不行。至少10％，否則我們只好拒收貨物。

A：好，就這么定了。

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make a big deal out of對……小題大做，對……大驚小怪

名詞結(jié)構(gòu)a big deal指的是“一筆大買賣，一筆大生意”，用來比喻“大事”，短語make a big deal out of的字面意思就是“做了一筆大買賣”，可以引申為“做了一件大事”，這個短語常用來表示“對……小題大做”。

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