Výukový materiál zpracován v rámci projektu EU peníze školám Registrační číslo projektu: CZ.1.07/1.5.00/ Šablona:III/2č. materiálu:VY_32_INOVACE_18 Jméno autora:Mgr. Martin Frolík Třída/ročník:3.A / třetí ročník Datum vytvoření:11 / 2012

Vzdělávací oblast:Cizí jazyky Tematická oblast:Obchodní angličtina Předmět:Anglický jazyk Název učebního materiálu:Obchodní dopis - reklamace Výstižný popis způsobu využití, případně metodické pokyny: Prezentace ukazuje, co obsahuje obchodní dopis s reklamací a představuje základní slovní zásobu pro psaní obchodních dopisů. Klíčová slova:Complaint, reasons, suggestions, regrets Druh učebního materiálu:prezentace

BUSINESS ENGLISH COMPLAINTS

What is a complaint? A complaint is an expression of dissatisfaction, especially by a customer or consumer. If you are not satisfied with the goods you were delivered, you usually write a letter of complaint.

Parts of a letter of complaint A letter of complaint should include the following parts: opening phrases reasons for complaining your suggestions closing phrases

Opening phrases We thank you for your consignment but are sorry to say that is has not given us much satisfaction. We regret to inform you that case No.40 of your last consignment arrived in a badly damaged condition.

Reasons for complaining We are put to great inconvenience by this delay. We regret to say that the goods ordered on November 12 have not been delivered yet. The quality of the delivered goods is far from being satisfactory.

Reasons for complaining We have to complain of the poor way in which the consignment has been packed. On opening the cases we have found part of the goods badly damaged. It is quite clear that the damage was caused by unsuitable packing.

Suggestions In view of these facts we claim from your indemnity to the amount of... We can accept the goods only on condition that an adequate reduction in price is granted. We expect to make up for the damage.

Suggestions Under theses conditions we are forced to place the goods at your disposal. We decided to refer the matter to the court.

Closing phrases We are sure you will give this matter your prompt attention. We would appreciate your explanation by return.

Closing phrases We are sure you will give this matter your prompt attention. We would appreciate your explanation by return.

Closing phrases If we are satisfied with the shipment, we can promise you further orders in the near future. We trust you will execute this order within the stipulated time according to our instructions.

Closing phrases We hope that further orders will be dispatched strictly in accordance with our wishes. We hope that the delayed shipment has reached you by now.

Replies to complaints If your customer sent you a letter of complaint, your answer should include the following: - expression of regret that the customer is not satisfied with your goods or service - short explanation of the cicumstances which caused the trouble - suggestion of a fair settlement of the complaint

Replies to complaints - when the claim is justified the letter is closed by an apology and an assurance that precautions have been taken to eliminate similar errors

Použitá literatura: Bočánková, M., Hedvábná, I., Kalina, M Anglická obchodní korespondence. Ekopress, s.r.o Dyčková, J., Neumannová, O English for bankers. RADIX, s.r.o Henderson, D., Streitwieser, V Business English. Grada Publishing Jones, L., Alexander, R New International Business English. Cambridge University Press Mackenzie, I Financial English. Language Teaching Publications Měšťan, J Anglický obchodní dopis se vzorovými dopisy. Nakladatelství JM Písek

Použitá literatura: Radice, F English for banking. Macmillan Publishers Skuch, E Fit for Business English - Fráze. Grada Publishing Tilley, R Fit for Business English – Korespondence. Grada Publishing Treger A Inside the European Union. Leda s.r.o Abbs, B., Freebairn, I., Barker, Ch., New Snapshot Pre- Intermediate, Pearson Education Limited Obrázky: