replies to complaints
Text of english
Q: Use this type of English when speaking to a friend:FormalInformalPoliteQ: 'This is Ken' is used when:Answering the telephoneIntroducing yourself in personAsking who is on the lineQ: 'Employment History' means:Which schools you have attended.Which diplomas and certificates you have.Where you have worked.Q: Which phrase is correct?He's worked at that company for fifteen years.He's working at that company for fifteen years.He works at that company for fifteen years.Q: 2.56 is read:two point fifty sixtwo point five sixtwo dot five sixQ: Which question is used to ask about residential status?Please sign hereWhat's your address?Where are you from?Q: Which is a postcode?24 Green Street044CM1 2XB: Which sentence is incorrect?He lives in London.I arrived at home at 6 o'clock.They drove to San Francisco on SaturdayQ: I saw him __ school.ontoatQ: Which question asks for advice?What would you like to know?What should I do with my plastic bottles?I'm afraid I don't know where the entrance is.Q: Which form is correct in most situations?Could you help me?Help me?Excuse me, I was wondering if you could possibly help me?Q: Which is a correct response to the question: How do you do?I'm fine.I'm a clerk.How do you do?Q: Which form gives instructions?Open your book and turn to page twenty-five.You open your book and turn to page twenty-five.Do you open your book and turn to page twenty-five.Q: Which is not correct when answering the phone?Ken speakingThis is KenWhat do you wantQ: Which is the most polite?Can I help you?Could I help you?May I help you?Q: Which signature is the most formal?Love,Yours faithfully,Best wishes,Q: Which phrase is not correct?I'll put you through.I'm putting you through.I'm going to put you through.Q: Which phrase is correct?When are you born?When you born?When were you born?Q: Which letter ending best goes with the opening 'Dear Personnel Director,'?Best wishes,Yours faithfully,Best regards,Q: The average of 2, 4, 6 is:1264: Which is good advice when writing a memorandum?Use a polite style for your colleagues. You can contract verbs, but do not be too informal.Provide a detailed employment history.Use a formal register and sign: Your's faithfully,Q: Which is farthest in the past?last weeka day before yesterdaya month agoQ: Which phrase is used during a presentation?Thanks for giving me a hand.Thank you very much for your time today.Thank you for your quick responseQ: Which phase should a man making a presentation use?Please feel free to interrupt me with questions.Don't disturb me while I'm presenting these statistics.No, you're wrong. We need more staff.Q: The EU is:The European UnionThe Europe UnionThe Equal UnionQ: Complete the question tag: They worked for Kaufman's,did they?haven't they?didn't they?Q: Complete the phrase: The Chicago PoliceInstitutionStaffForce: Prepositions are always followed by:The -ing form of the verbThe infinitive form of the verbThe verb without 'to'Q: Which is polite telephone English?Why do you want him?Who's that?Who's calling please?Q: Which phrasal verb means 'mention'?bring uplook intofind outQ: Which phrase is incorrect?I picked up him at the station.I picked him up at the station.I picked up Tom at the station.Q: Which phrase refers to a future meeting?I look forward to seeing you in March.As you know, the meeting we attended concerned ...I'd like to apply for the position of clerkQ: You probably won't find a doctor in:An emergency roomAn urgent care centerAn information officeQ: Which phrase is correct?She brought the plan off.She brought off it.She brought the plan intoQ: To Whom it May Concern:Is an opening from an e-mailIs an opening from an inquiryIs an opening from a letter to a colleagueQ: Which phrase refers to problems with someone outside the office?Staff can resolve simple complaints.Requests can be made before or after your sick leave.Holiday requests can now be filed with your department director.Q: The personnel office deals with:ClientsManagementStaffQ: Which phrase is incorrect?Company reports must be filed electronically.Company reports should be filed electronically.Company reports doesn't have to be filed electronically.Q: Which does not necessarily need to be included in a report?Terms of ReferenceConclusionsRequestsQ: Replies to inquiries should include:To Whom it May Concern:I look forward to helping you.Best wishesYou should:never include the address of the recipient at the top of a letter.always include the address of the recipient at the top of a letter.include the address of the recipient at the bottom of a letter.Q: Which topic might a memorandum to staff discuss?A reply to an inquiryA partnershipChanges in office procedure: Which is incorrect?They'd love to visit your facilities.They asked to visit your facilities.They want visiting your facilities.Q: Which type of product is intangible?ServicesProductionManufacturingQ: Which modal form requires an auxiliary verb (do, did, etc.)?MustHave toShouldQ: Which document is intended to provide clients with information about an organization?MemoInquiryCatalogueQ: 'Sick leave' refers to:Time off work because of illness.Time off work because of holidays.Time off work because of family problems.Q: 'I would be grateful if you could ... ' means:Thank you for ...I'd appreciate your ...I'd like to invite you toQ: 'Please find attached' might be found in:A letterAn inquiryAn e-mail: 'I'm afraid I have a bad line' means:My connection is not good.The extension doesn't work.I didn't understandQ: Which is correct?They carried on discussing the health service.They carried on discuss the health service.They carried on to discuss the health serviceQ: Finish this question: Do you know wherehe works?does he work?he does work?Q: Which question is correct?You live here, aren't you?You live here, didn't you?You live here, don't you?Q: Which series is correct when making a presentation?Firstly, secondly, after that, finallyFirst, second, nextly, finallyBegin with, next, end withQ: Which phrase is incorrect?They don't ever get up early on Sundays.They don't never get up early on Sundays.They don't usually get up early on SundaysQ: Which is correct in American English?Two thousand and four hundred twentyTwo thousand four hundred and twentyTwo thousand four hundred twentyQ: What should 'skills' include on your resume?Your educationYour employment historyOther capabilities that are important for the jobQ: 100 mph is:A weightA speedA temperatureQ: Which phrase probably comes from an e-mail?I am writing to thank you for attending our presentation.I would be grateful if you could attend our presentation.Thanks for coming to our presentation.Q: Workplace safety data might contain information about:Worker sick leave causesWorker compensation ratesWorker satisfactionQ: Public administration, health and education are:in the private sectorin the public sectorin the construction sectorQ: A job at town hall is:in the private sectorin the public sectorin manufacturingQ: Which heading from a report includes ideas for improvement?ProcedureFindingsRecommendationsE-mails are generally:Shorter and more direct than lettersLonger and more formal than lettersNot used for business communicationAn extension is:An internal telephone numberAn external telephone numberA telephone callQ: Unemployment refers to those who:Have a jobAre without workProvide job。
英语投诉信
结尾 ◆ I understand you would give immediate attention to this matter. ◆ We trust that you will consider this matter seriously and make an effort to prevent the recurrence of this kind. ◆ I hope that the authorities concerned will consider my suggestions and improve the situation as best as they can. ◆ We shall be glad to have your explanation and to know what steps you are going to take in the way of compensating for the damage / loss. ◆ I am offering you the opportunity to carry out the necessary work to rectify the defect. ◆ I would appreciate it very much if you would … ◆ I would be grateful if you could … ◆ Please give this matter your urgent consideration. ◆ We are looking forward to your good news. ◆ Please acknowledge receipt of this letter and settle the claim as soon as possible. ◆ Your prompt attention to this matter will be appreciated. ◆ We should be obliged if you would look into the matter and let us know what you propose to do.
《秘书英语》11Complaints,Adjustments and After-sales Services
Ⅱ. Language Points
3.cancel ['kænsəl] v. 取消 He cancelled his order. 他撤消了定货单。 The match had to be cancelled because of bad weather. 比赛因天气不好只得取消。
Ⅳ. Practical Writing
下面是写特别理赔信应遵循的法则：
1. Begin with pleasant comments that will draw the
reader's attention and make him receptive to the problem and its solution.
We are sorry to learn of your complaints about the quality of the
goods and are prepared to accept your claim.
我们遗憾地得知你方关于货物质量的意见，并准备接受索赔要
求。
Enclosed is our check in final and complete settlement of this claim.
门投诉。
收到投诉的一方，应予以及时回复，表明自己的态
度。
Ⅳ. Practical Writing
在撰写投诉或索赔信时，要先说明原委，即事情的
前因后果和造成的不便及损失，然后提出要求，或 赔礼道歉，或退款，打折等。措词因审慎，不用威 胁性的词句，语气不宜过重。
在写索赔信的时候，过于强硬、愤怒的语气不会有 太大的作用。语气表达态度。为了说服对方接受你 的合理的理赔要求，信必须写得合理、有逻辑，语 气必须礼貌适宜。
Complaints and Claims申诉与索赔
Complaints and ClaimsIntroduction (概述)Complaints or claims may sometimes arise in spite of our well-planned and careful work in the performance of a sales contract.There are two kinds of complaints or claims made by buyers:1.The genuine complaint or claim, which arises from such situation as the following:a. The wrong goods may have been delivered.b. The quality may not be satisfactory.c. The shipment may have been found damaged, short or late.2. The false complaint or claim, which is made by buyers who find fault with the goods as an excuse to escape from the contract, because they no longer want the goods or because they have found that they can buy them cheaper elsewhere.Suppose you are the buyer and are suffering from someone's mistake. If a complaint or claim has to be made, the matter should be investigated in detail and these details should be laid before the party charged. Sometimes, a reference to the previously satisfactory deliveries and services may help to win more sympathetic consideration of the present complaint or claim.We must handle complaint or claims in accordance with the principle of "on the first ground to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned. It is necessary to study the case in question and as certain what the real cause is and who is the party to be held responsible. We must also be careful in choosing the wording in our correspondence so as to avoid any misunderstandings.-If the sellers are the first to discover that a mistake has been made, they should not wait for a complaint or claim, but write at once to let the buyers know that they will either put the matter right or offer some compensation in order to preserve goodwill. Replies to complaints should always be courteous; even if the complaint or claim appears unfounded, the sellers should not say so until they have good and reliable grounds to repudiate the complaint or claim.Specimen Letter OneDear Sirs,Your S/C 4905 and our L/C No.1987We wish to refer to our previous telexes and faxes and call your attention tothe fact that up to the present moment no news has come from you about the shipment under the captioned L/C.As we have informed you in our previous telexes and faxes, the users are in great urgent need of the goods and have in fact pressed us for assurance of early delivery.Under the circumstances, we cannot again extend the above credit and we feel it our duty to remind you of this matter once again.As your prompt attention to shipment is most desirable to all parties concerned, we hope you will let us have your telegraphic shipping advice without further delay.Yours faithfully,Comment:The point in dispute in this letter was the seller's delay in shipment. It is a good letter, which is confined to facts and reasons, the tone is firm but polite and in the final paragraph, the writer displays an attitude of considerate cooperation.信中引起争论的问题是卖方的延迟装运。
英语写作手册第十章
词语应用WORD POWER DEVELOPMENT1.assurea) We can assure you of the perfect safety of this new medicine.我们可以向你保证这种药绝对安全。
Our clients are assured of an enjoyable and trouble-free holiday.游客得到保证，可以不必费心劳神而欢乐度假。
We hope your client will find our terms and delivery dates satisfactory, and we can assure you (that) you may count on our full cooperation in this matter.希望你方客户对我们的各项条款以及交费日期感到满意，并向你方保证在这件事情上可以得到我方的通力合作。
They were assured that their order would receive immediate attention.他们得到保证，订货会得到立即处理。
Unfortunately, we cannot send you immediately a full range of samples, but you may rest assured that the products not represented in the parcel are of the same high quality.很遗憾，我们不能立即寄给你方整套样品，但是你们可以放心，没有给你们样品的那些产品同样是高质量的。
Please rest assured that we will do all we can to speed up delivery.请放心，我们会竭尽全力，加快装运。
The excellent performance of the new model has assured\ensured its success.那个新的型号功能超群，因而肯定销路畅销。
船舶海事劳工管理手册第六部分附则 投诉
海事劳工管理手册第六部分Maritime Labour Management Manual 6第6章附则Chapter 6 Supplement6.1.投诉程序Complain procedure6.1.1.船员可以对不符合《2006年海事劳工公约》和其他相关国际公约、国家法规、《船员上船协议》等规定的行为进行投诉。
进行投诉。
船上能够在保密的基础上就海员的投诉向其提供公证的建议并在其他方面帮助他们遵循船上可用的投诉程序的人员是工会主席。
Seafarer shall complain on the activity violating 《Maritime Labour Convention, 2006 》and related provisions of internationalconvention, national law and the 《seafarers’ employmentagreement》.The union president is the person who can be on a confidential basis to provide seafarers with impartial advice on their complaint and otherwise assist them in following the complaint procedures available to them on board the ship.6.1.2.船员可以向部门负责人，也可直接向船长、公司或船旗国有关当局，或船员居住国主管当局提出投诉。
Seafarer can raise complaint to department head, and master, thecompany or competent authority of flag state or the seafarers’country of residence.6.1.3.部门负责人接到船员投诉应在24小时内给予答复。
COMPLAINTS
Useful Expressions:
• Much to our regret, it was found upon examination that the goods supplied to our Order No. … were…
Make clear what your claim is.
Useful Expressions:
• For your information, the 350 kg caked goods have been sent back to you under separate cover.As the goods sent are now in eager need by our client, we must ask for replacement as early as possible. • We have, therefore, repacked them and send the package to you by parcel post. Will you please subsitute perfect pieces for 35kg of the rejects so we can compensate for our client.
COMPLAINTS & CLAIMS
Try It Yourself:
• Writing a complaint letter to the boss of “KAOSHI Bookstore” complaining about a book you bought there last week with seven pages missing and some printing mistakes.
FCC Part 68 标准
47 CFR Ch. I (10–1–01 Edition)§65.830(i) Multiply the average lag days for interstate expenses (i.e., cash operating expenses plus interest) paid in arrears by the percentage of interstate ex-penses paid in arrears.(ii) Multiply the average lag days for interstate expenses paid in advance by the percentage of interstate expenses paid in advance. (Note: an expense lead should be shown as a negative lag.) (iii) Add the results of paragraphs (e)(2) (i) and (ii) of this section to de-termine the weighted average expense lag days.(3) Compute the weighted net lag days by deducting the weighted aver-age expense lag days from the weighted average revenue lag days.(4) Compute the percentage of a year represented by the weighted net lag days by dividing the days computed in paragraph (e)(3) of this section by 365 days.(5) Compute the cash working capital allowance by multiplying the inter-state cash operating expenses (i.e., op-erating expenses minus depreciation and amortization) plus interest by the percentage computed in paragraph(e)(4) of this section.[54 FR 9048, Mar. 3, 1989, as amended at 60 FR 12139, Mar. 6, 1995]§65.830Deducted items.(a) The following items shall be de-ducted from the interstate rate base. (1) The interstate portion of deferred taxes (Accounts 4100 and 4340).(2) The interstate portion of cus-tomer deposits (Account 4040).(3) The interstate portion of other long-term liabilities (Account4310) that were derived from the expenses speci-fied in §65.450(a).(4) The interstate portion of other de-ferred credits (Account 4360) to the ex-tent they arise from the provision of regulated telecommunications serv-ices. This shall include deferred gains related to sale-leaseback arrange-ments.(b) The interstate portion of deferred taxes, customer deposits and other de-ferred credits shall be determined as prescribed by 47 CFR part 36.(c) The interstate portion of other long-term liabilities (Account 4310) shall bear the same proportionate rela-tionships as the interstate/intrastste expenses which gave rise to the liabil-ity.[54 FR 9049, Mar. 3, 1989, as amended at 62 FR 15118, Mar. 31, 1997]PART 68—CONNECTION OF TER-M INAL EQUIPM ENT TO THE TELE-PHONE NETWORKSubpart A—GeneralSec.68.1Purpose.68.2Scope.68.3Definitions.68.4Hearing aid-compatible telephones.68.5Waivers.68.6Telephones with volume control.68.7Technical criteria for terminal equip-ment.Subpart B—Conditions on Use of TerminalEquipment68.100General.68.102Terminal equipment approval re-quirement.68.105Minimum point of entry (MPOE) anddemarcation point.68.106Notification to provider of wirelinetelecommunications.68.108Incidence of harm.68.110Compatibility of the public switchedtelephone network and terminal equip-ment.68.112Hearing aid-compatibility.68.160Designation of TelecommunicationCertification Bodies (TCBs).68.162Requirements for TelecommunicationCertification Bodies.Subpart C—Terminal Equipment ApprovalProcedures68.201Connection to the public switchedtelephone network.68.211Terminal equipment approval revoca-tion procedures.68.213Installation of other than ‘‘fully pro-tected’’ non-system simple customer premises wiring.68.214Changes in other than ‘‘fully pro-tected’’ premises wiring that serves fewer than four subscriber access lines. 68.215Installation of other than ‘‘fully-pro-tected’’ system premises wiring that serves more than four subscriber access lines.68.218Responsibility of the party acquiringequipment authorization.68.224Notice of non-hearing aid compat-ibility.Federal Communications Commission§68.2Subpart D—Conditions for TerminalEquipment Approval68.300Labeling requirements.68.316Hearing aid compatibility: Technicalrequirements.68.317Hearing aid compatibility volumecontrol: technical standards.68.318Additional limitations.68.320Supplier’s Declaration of Conformity.68.321Location of responsible party.68.322Changes in name, address, ownershipor control of responsible party.68.324Supplier’s Declaration of Conformityrequirements.68.326Retention of records.68.346Description of testing facilities.68.348Changes in equipment and circuitrysubject to a Supplier’s Declaration of Conformity.68.350Revocation of Supplier’s Declarationof Conformity.68.354Numbering and labeling requirementsfor terminal equipment.Subpart E—Complaint Procedures68.400Content.68.402Amended complaints.68.404Number of copies.68.406Service.68.408Answers to complaints and amendedcomplaints.68.410Replies to answers or amended an-swers.68.412Defective pleadings.68.414Hearing aid-compatibility: E nforce-ment.68.415Hearing aid-compatibility and vol-ume control informal complaints.68.417Informal complaints; form and con-tent.68.418Procedure; designation of agents forservice.68.419Answers to informal complaints.68.420Review and disposition of informalcomplaints.68.423Actions by the Commission on itsown motion.Subpart F[Reserved]Subpart G—Administrative Council forTerminal Attachments68.602Sponsor of the Administrative Coun-cil for Terminal Attachments.68.604Requirements for submitting tech-nical criteria.68.608Publication of technical criteria.68.610Database of terminal equipment.68.612Labels on terminal equipment.68.614Oppositions and appeals.A UTHORITY: 47 U.S.C. 154, 303.Subpart A—GeneralA UTHORITY: Secs. 4, 5, 303, 48 Stat., as amended, 1066, 1068, 1082; (47 U.S.C. 154, 155, 303).S OURCE: 45 FR 20841, Mar. 31, 1980, unless otherwise noted.§68.1Purpose.The purpose of the rules and regula-tions in this part is to provide for uni-form standards for the protection of the telephone network from harms caused by the connection of terminal equipment and associated wiring there-to, and for the compatibility of hearing aids and telephones so as to ensure that persons with hearing aids have reasonable access to the telephone net-work.(47 U.S.C. 151, 154(i), 154(j), 201–205, 218, 220, 313, 403, 412, and 5 U.S.C. 553)[49 FR 21733, May 23, 1984]§68.2Scope.(a) E xcept as provided in paragraphs(b) and (c) of this section, the rules and regulations apply to direct connection of all terminal equipment to the public switched telephone network for use in conjunction with all services other than party line services.(b) National defense and security. Where the Secretary of Defense or au-thorized agent or the head of any other governmental department, agency, or administration (approved in writing by the Commission to act pursuant to this rule) or authorized representative, cer-tifies in writing to the appropriate common carrier that compliance with the provisions of part 68 could result in the disclosure of communications equipment or security devices, loca-tions, uses, personnel, or activity which would adversely affect the na-tional defense and security, such equip-ment or security devices may be con-nected to the telephone company pro-vided communications network with-out compliance with this part, provided that each written certification states that:(1) The connection is required in the interest of national defense and secu-rity;(2) The equipment or device to be connected either complies with the47 CFR Ch. I (10–1–01 Edition)§68.3technical criteria pertaining thereto or will not cause harm to the nationwide telephone network or to employees of any provider of wireline telecommuni-cations; and(3) The installation is performed by well-trained, qualified employees under the responsible supervision and control of a person who is a licensed profes-sional engineer in the jurisdiction in which the installation is performed. (c) Governmental departments, agen-cies, or administrations that wish to qualify for interconnection of equip-ment or security devices pursuant to this section shall file a request with the Secretary of this Commission stat-ing the reasons why the exemption is requested. A list of these departments, agencies, or administrations that have filed requests shall be published in the F EDERAL R EGISTER. The Commission may take action with respect to those requests 30 days after publication. The Commission action shall be published in the F EDERAL R EGISTER. However, the Commission may grant, on less than the normal notice period or without notice, special temporary authority, not to exceed 90 days, for governmental departments, agencies, or administra-tions that wish to qualify for inter-connection of equipment or security devices pursuant to this section. Re-quests for such authority shall state the particular fact and circumstances why authority should be granted on less than the normal notice period or without notice. In such cases, the Com-mission shall endeavor to publish its disposition as promptly as possible in the F EDERAL R EGISTER.[66 FR 7580, Jan. 24, 2001]§68.3Definitions.As used in this part:Demarcation point (also point of inter-connection). As used in this part, the point of demarcation and/or inter-connection between the communica-tions facilities of a provider of wireline telecommunications, and terminal equipment, protective apparatus or wiring at a subscriber’s premises. Essential telephones. Only coin-oper-ated telephones, telephones provided for emergency use, and other tele-phones frequently needed for use by persons using such hearing aids.Harm. E lectrical hazards to the per-sonnel of providers of wireline tele-communications, damage to the equip-ment of providers of wireline tele-communications, malfunction of the billing equipment of providers of wireline telecommunications, and deg-radation of service to persons other than the user of the subject terminal equipment, his calling or called party. Hearing aid compatible. Except as used at §§68.4(a)(3) and 68.414, the terms hearing aid compatible or hearing aid compatibility are used as defined in §68.316, unless it is specifically stated that hearing aid compatibility volume control, as defined in §68.317, is in-tended or is included in the definition. Inside wiring or premises wiring. Cus-tomer-owned or controlled wire on the subscriber’s side of the demarcation point.Premises. As used herein, generally a dwelling unit, other building or a legal unit of real property such as a lot on which a dwelling unit is located, as de-termined by the provider of tele-communications service’s reasonable and nondiscriminatory standard oper-ating practices.Private radio services. Private land mobile radio services and other com-munications services characterized by the Commission in its rules as private radio services.Public mobile services. Air-to-ground radiotelephone services, cellular radio telecommunications services, offshore radio, rural radio service, public land mobile telephone service, and other common carrier radio communications services covered by part 22 of Title 47 of the Code of Federal Regulations. Responsible party. The party or par-ties responsible for the compliance of terminal equipment or protective cir-cuitry intended for connection directly to the public switched telephone net-work with the applicable rules and reg-ulations in this part and with the tech-nical criteria published by the Admin-istrative Council for Terminal Attach-ments. If a Telecommunications Cer-tification Body certifies the terminal equipment, the responsible party is the holder of the certificate for that equip-ment. If the terminal equipment is the subject of a Supplier’s Declaration of Conformity, the responsible party shallFederal Communications Commission§68.5be: the manufacturer of the terminal equipment, or the manufacturer of pro-tective circuitry that is marketed for use with terminal equipment that is not to be connected directly to the net-work, or if the equipment is imported, the importer, or if the terminal equip-ment is assembled from individual component parts, the assembler. If the equipment is modified by any party not working under the authority of the re-sponsible party, the party performing the modifications, if located within the U.S., or the importer, if the equipment is imported subsequent to the modi-fications, becomes the new responsible party. Retailers or original equipment manufacturers may enter into an agreement with the assembler or im-porter to assume the responsibilities to ensure compliance of the terminal equipment and to become the respon-sible party.Secure telephones. Telephones that are approved by the United States Govern-ment for the transmission of classified or sensitive voice communications. Terminal equipment. As used in this part, communications equipment lo-cated on customer premises at the end of a communications link, used to per-mit the stations involved to accom-plish the provision of telecommuni-cations or information services.[66 FR 7581, Jan. 24, 2001]§68.4Hearing aid-compatible tele-phones.(a)(1) Except for telephones used with public mobile services, telephones used with private radio services, and cordless and secure telephones, every telephone manufactured in the United States (other than for export) or im-ported for use in the United States after August 16, 1989, must be hearing aid compatible, as defined in §68.316. Every cordless telephone manufactured in the United States (other than for ex-port) or imported into the United States after August 16, 1991, must be hearing aid compatible, as defined in §68.316.(2) Unless otherwise stated and ex-cept for telephones used with public mobile services, telephones used with private radio services and secure tele-phones, every telephone listed in §68.112 must be hearing aid compatible, as defined in §68.316.(3) A telephone is hearing aid-com-patible if it provides internal means for effective use with hearing aids that are designed to be compatible with tele-phones which meet established tech-nical standards for hearing aid compat-ibility.(4) The Commission shall revoke or otherwise limit the exemptions of paragraph (a)((1) of this section for telephones used with public mobile services or telephones used with pri-vate radio services if it determines that (i) such revocation or limitation is in the public interest; (ii) continuation of the exemption without such revoca-tion or limitation would have an ad-verse effect on hearing-impaired indi-viduals; (iii) compliance with the re-quirements of §68.4(a)(1) is techno-logically feasible for the telephones to which the exemption applies; and (iv) compliance with the requirements of §68.4(a)(1) would not increase costs to such an extent that the telephones to which the exemption applies could not be successfully marketed.[54 FR 21430, May 18, 1989, as amended at 55 FR 28763, July 13, 1990; 57 FR 27183, June 18, 1992; 61 FR 42186, Aug. 14, 1996]§68.5Waivers.The Commission may, upon the ap-plication of any interested person, ini-tiate a proceeding to waive the require-ments of §68.4(a)(1) with respect to new telephones, or telephones associated with a new technology or service. The Commission shall not grant such a waiver unless it determines, on the basis of evidence in the record of such proceeding, that such telephones, or such technology or service, are in the public interest, and that (a) compli-ance with the requirements of §68.4(a)(1) is technologically infeasible, or (b) compliance with such require-ments would increase the costs of the telephones, or of the technology or service, to such an extent that such telephones, technology, or service could not be successfully marketed. In any proceeding under this section to grant a waiver from the requirements of §68.4(a)(1), the Commission shall consider the effect on hearing-impaired individuals of granting the waiver. The47 CFR Ch. I (10–1–01 Edition)§68.6Commission shall periodically review and determine the continuing need for any waiver granted pursuant to this section.[54 FR 21430, May 18, 1989]§68.6Telephones with volume control. As of January 1, 2000, all telephones, including cordless telephones, as de-fined in §15.3(j) of this chapter, manu-factured in the United States (other than for export) or imported for use in the United States, must have volume control in accordance with §68.317. Se-cure telephones, as defined by §68.3 are exempt from this section, as are tele-phones used with public mobile serv-ices or private radio services.[62 FR 43484, Aug. 14, 1997]§68.7Technical criteria for terminal equipment.(a) Terminal equipment shall not cause harm, as defined in §68.3, to the public switched telephone network. (b) Technical criteria published by the Administrative Council for Ter-minal Attachments are the presump-tively valid technical criteria for the protection of the public switched tele-phone network from harms caused by the connection of terminal equipment, subject to the appeal procedures in §68.614 of this part.[66 FR 7581, Jan. 24, 2001]Subpart B—Conditions on Use ofTerminal Equipment§68.100General.In accordance with the rules and reg-ulations in this part, terminal equip-ment may be directly connected to the public switched telephone network, in-cluding private line services provided over wireline facilities that are owned by providers of wireline telecommuni-cations.[66 FR 7581, Jan. 24, 2001]§68.102Terminal equipment approval requirement.Terminal equipment must be ap-proved in accordance with the rules and regulations in subpart C of this part, or connected through protective circuitry that is approved in accord-ance with the rules and regulations in subpart C.[66 FR 7582, Jan. 24, 2001]§68.105Minimum point of entry (MPOE) and demarcation point. (a) Facilities at the demarcation point. Carrier-installed facilities at, or con-stituting, the demarcation point shall consist of wire or a jack conforming to the technical criteria published by the Administrative Council for Terminal Attachments.(b) Minimum point of entry. The ‘‘min-imum point of entry’’ (MPOE) as used herein shall be either the closest prac-ticable point to where the wiring crosses a property line or the closest practicable point to where the wiring enters a multiunit building or build-ings. The reasonable and nondiscrim-inatory standard operating practices of the provider of wireline telecommuni-cations services shall determine which shall apply. The provider of wireline telecommunications services is not precluded from establishing reasonable classifications of multiunit premises for purposes of determining which shall apply. Multiunit premises include, but are not limited to, residential, com-mercial, shopping center and campus situations.(c) Single unit installations. For single unit installations existing as of August 13, 1990, and installations installed after that date the demarcation point shall be a point within 30 cm (12 in) of the protector or, where there is no pro-tector, within 30 cm (12 in) of where the telephone wire enters the customer’s premises, or as close thereto as prac-ticable.(d) Multiunit installations. (1) In mul-tiunit premises existing as of August 13, 1990, the demarcation point shall be determined in accordance with the local carrier’s reasonable and non-dis-criminatory standard operating prac-tices. Provided, however, that where there are multiple demarcation points within the multiunit premises, a de-marcation point for a customer shall not be further inside the customer’s premises than a point twelve inches from where the wiring enters the cus-tomer’s premises, or as close thereto as practicable.Federal Communications Commission§68.106(2) In multiunit premises in which wiring is installed, including major ad-ditions or rearrangements of wiring ex-isting prior to that date, the provider of wireline telecommunications may place the demarcation point at the minimum point of entry (MPOE). If the provider of wireline telecommuni-cations services does not elect to estab-lish a practice of placing the demarca-tion point at the minimum point of entry, the multiunit premises owner shall determine the location of the de-marcation point or points. The multi-unit premises owner shall determine whether there shall be a single demar-cation point location for all customers or separate such locations for each cus-tomer. Provided, however, that where there are multiple demarcation points within the multiunit premises, a de-marcation point for a customer shall not be further inside the customer’s premises than a point 30 cm (12 in) from where the wiring enters the cus-tomer’s premises, or as close thereto as practicable. At the time of installa-tion, the provider of wireline tele-communications services shall fully in-form the premises owner of its options and rights regarding the placement of the demarcation point or points and shall not attempt to unduly influence that decision for the purpose of ob-structing competitive entry.(3) In any multiunit premises where the demarcation point is not already at the MPOE, the provider of wireline telecommunications services must comply with a request from the prem-ises owner to relocate the demarcation point to the MPOE. The provider of wireline telecommunications services must negotiate terms in good faith and complete the relocation within forty-five days from said request. Premises owners may file complaints with the Commission for resolution of allega-tions of bad faith bargaining by pro-vider of wireline telecommunications services. See 47 U.S.C. 208; 47 CFR 1.720 through 1.736 (1999).(4) The provider of wireline tele-communications services shall make available information on the location of the demarcation point within ten business days of a request from the premises owner. If the provider of wireline telecommunications services does not provide the information with-in that time, the premises owner may presume the demarcation point to be at the MPOE. Notwithstanding the provi-sions of §68.110(c) of this part, provider of wireline telecommunications serv-ices must make this information freely available to the requesting premises owner.(5) In multiunit premises with more than one customer, the premises owner may adopt a policy restricting a cus-tomer’s access to wiring on the prem-ises to only that wiring located in the customer’s individual unit that serves only that particular customer.[66 FR 7582, Jan. 24, 2001]§68.106Notification to provider of wireline telecommunications.(a) General. Customers connecting terminal equipment or protective cir-cuitry to the public switched telephone network shall, upon request of the pro-vider of wireline telecommunications, inform the provider of wireline tele-communications of the particular line(s) to which such connection is made, and any other information re-quired to be placed on the terminal equipment pursuant to §68.354 of this part by the Administrative Council for Terminal Attachments.(b) Systems assembled of combinations of individually-approved terminal equip-ment and protective circuitry. Customers connecting such assemblages to the public switched telephone network shall, upon the request of the provider of wireline telecommunications, pro-vide to the provider of wireline tele-communications the following infor-mation:For each line:(1) Information required for compat-ible operation of the equipment with the communications facilities of the provider of wireline telecommuni-cations;(2) The identifying information re-quired to be placed on terminal equip-ment pursuant to §68.354 for all equip-ment dedicated to that line; and(3) Any other information regarding equipment dedicated to that line re-quired to be placed on the terminal equipment by the Administrative Council for Terminal Attachments.47 CFR Ch. I (10–1–01 Edition)§68.108(4) A list of identifying numbers re-quired to be placed on terminal equip-ment, if any, by the Administrative Council for Terminal Attachments, pursuant to §68.354 of this part, for equipment to be used in the system. (c) Systems using other than ‘‘fully pro-tected’’ premises wiring. Customers who intend to connect premises wiring other than ‘‘fully protected’’ premises wiring to the public switched telephone network shall, in addition to the fore-going, give notice to the provider of wireline telecommunications in ac-cordance with §68.215(e).[66 FR 7582, Jan. 24, 2001]§68.108Incidence of harm.Should terminal equipment, inside wiring, plugs and jacks, or protective circuitry cause harm to the public switched telephone network, or should the provider of wireline telecommuni-cations reasonably determine that such harm is imminent, the provider of wireline telecommunications shall, where practicable, notify the customer that temporary discontinuance of serv-ice may be required; however, wherever prior notice is not practicable, the pro-vider of wireline telecommunications may temporarily discontinue service forthwith, if such action is reasonable under the circumstances. In case of such temporary discontinuance, the provider of wireline telecommuni-cations shall:(a) Promptly notify the customer of such temporary discontinuance;(b) Afford the customer the oppor-tunity to correct the situation which gave rise to the temporary discontinu-ance; and(c) Inform the customer of his right to bring a complaint to the Commis-sion pursuant to the procedures set forth in subpart E of this part.[55 FR 28630, July 12, 1990, as amended at 66 FR 7583, Jan. 24, 2001]§68.110Compatibility of the public switched telephone network and terminal equipment.(a) Availability of interface information. Technical information concerning interface parameters not specified by the technical criteria published by the Administrative Council for Terminal Attachments, that are needed to per-mit terminal equipment to operate in a manner compatible with the commu-nications facilities of a provider of wireline telecommunications, shall be provided by the provider of wireline telecommunications upon request. (b) Changes in the facilities, equipment, operations, or procedures of a provider of wireline telecommunications. A provider of wireline telecommunications may make changes in its communications facilities, equipment, operations or procedures, where such action is rea-sonably required in the operation of its business and is not inconsistent with the rules and regulations in this part. If such changes can be reasonably ex-pected to render any customer’s ter-minal equipment incompatible with the communications facilities of the provider of wireline telecommuni-cations, or require modification or al-teration of such terminal equipment, or otherwise materially affect its use or performance, the customer shall be given adequate notice in writing, to allow the customer an opportunity to maintain uninterrupted service.(c) Availability of inside wiring infor-mation. Any available technical infor-mation concerning wiring on the cus-tomer side of the demarcation point, including copies of existing schematic diagrams and service records, shall be provided by the provider of wireline telecommunications upon request of the building owner or agent thereof. The provider of wireline telecommuni-cations may charge the building owner a reasonable fee for this service, which shall not exceed the cost involved in lo-cating and copying the documents. In the alternative, the provider of wireline telecommunications may make these documents available for re-view and copying by the building owner. In this case, the provider of wireline telecommunications may charge a reasonable fee, which shall not exceed the cost involved in making the documents available, and may also require the building owner to pay a de-posit to guarantee the documents’ re-turn.[66 FR 7583, Jan. 24, 2001]。
国际商务函电：Chapter 13
Wrong or inferior quality
Causes for Complaints& Claims
Hale Waihona Puke Shortage of the goods Damage to the goods
Delay in opening an L/C
Goods missing Discrepancies in specification
I. Buyer’s complaint of short delivery and the seller’s adjustment(2)
Overview
In business, if the buyer can prove that it is the seller's responsibility for the loss of the goods, he can make a claim. The seller is obligated to compensate the buyer. Generally speaking, claims arise because the wrong goods may have been delivered; the quality may have been found unsatisfactory; the shipment may have been found damaged, short, missing, late; the prices charged may be excessive or not as agreed. There is also another kind of claim. It is made by buyers who find fault with the goods as an excuse to escape from the contract, either because they no longer want the goods or because that they can get them cheaper elsewhere. If a claim has to be made by the buyer, the matter should be investigated in detail and these details should be laid before the party charged. We must handle claims with the principle of "on the first grounds, to our advantage and with restraint" and settle them amicably to the satisfaction of all parties concerned.
business letters (商业信件)
Sample：
Dear Sirs, We have learnt from the Chase Bank(大通银行) that you are one of the leading importers of tools and instruments in your area. We take the liberty of writing this letter to you to express our wishes to enter into business connections with you. Our company has specialized in the export of tools and instruments for many years. To give you a general idea of our products, we have sent you our catalogue under separate cover. We shall provide you with further information on your specific inquiry. We are looking forward to your early reply.
1.信头： 发信人名称和地址等
2.日期 3.封内地址: 收信人地址
4.称呼
5.正文 6.结束语
Dear Sirs:/,/;/ /
we are writing to enquire … Yours faithfully
Tony Smith
7.签名
Date Line 日期
• 年份 • 月份
– January (Jan), February (Feb), March (Mar), April, May, June, July, August (Aug), September (Sep), October (Oct), November (Nov), December (Dec)
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Useful central phraቤተ መጻሕፍቲ ባይዱes
• 1. I am very unhappy with ... • 2. I am not satisfied with… • 3. this situation is causing us a great deal of inconvenience. • 4. I am sure you will wish to look into this and find out what happened.
Letters of complaint
Openings
• 1. we regret having to report that we have not yet received the goods ordered on … • 2. the goods we ordered from you on… have not yet been delivered. • 3. delivery of the goods ordered on … is now considerably overdue.
Closes
• 1. we hope you will be satisfied with the arrangements we have made. • 2. we trust these arrangements will be satisfactory and look forward to receiving your future orders. • 3. as a gesture of goodwill I am pleased to enclose…
Closes
• 1. I hope to receive a complete refund soon. • 2. we feel there must be some explanation for this delay and await your prompt reply. • 3. we hope to hear from you soon that the goods will be sent immediately.
Useful central phrases
• 1. from your comments it is obvious that on this occasion a mistake was made. • 2. you have rightly pointed out that … • 3. this was due to… • 4. I am sorry for any inconvenience this has caused. • 5. I can assure you that we will …
Replies to complaints
Openings
• 1. I am sorry that you have experienced delays in the delivery of … • 2. I am very sorry to hear about …in your letter of … • 3. we wish to apologize for the unfortunate mistake pointed out in your letter of …