Výukový materiál zpracován v rámci projektu
EU peníze školám
Registrační číslo projektu: CZ.1.07/1.5.00/34.0208
Šablona:
III/2
č. 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. 2004. Anglická obchodní
korespondence. Ekopress, s.r.o
Dyčková, J., Neumannová, O. 1998. English for bankers. RADIX,
s.r.o
Henderson, D., Streitwieser, V. 2006. Business English. Grada
Publishing
Jones, L., Alexander, R. 2003. New International Business English.
Cambridge University Press
Mackenzie, I. 1995. Financial English. Language Teaching
Publications
Měšťan, J. 2002. Anglický obchodní dopis se vzorovými dopisy.
Nakladatelství JM Písek
Použitá literatura:
Radice, F. 1992. English for banking. Macmillan Publishers
Skuch, E. 2005. Fit for Business English - Fráze. Grada Publishing
Tilley, R. 2005. Fit for Business English – Korespondence. Grada
Publishing
Treger A. 2008. Inside the European Union. Leda s.r.o
Abbs, B., Freebairn, I., Barker, Ch., 2003. New Snapshot PreIntermediate, Pearson Education Limited
Obrázky:
http://search.creativecommons.org/