Chapter Eleven Complaints & Claims 索赔与理赔

　教学重点：

　　Make Complaints

　　Settle Complaints

　　Make Claims

　　Four Ways of Settling claims

　　Declining claims

　教学难点

　　Different Insurance Clauses

　　Different ways of expressing the insured amount

　　Three basic Risks

　教学内容：

　学习信例：

　　Letter 1 complaining for improper packing

　　Letter 2 settlement for improper packing

　　Letter 3 complaint for delayed shipment

　　Letter 4 settlement of the delay

　　Letter 5 Claim for short weight

　　Letter 6 Settlement of the claim

　　Letter 7 Declining the claim

Chapter Twelve Agency 代理

　教学重点：

　　Different Trade Forms

　　Sole Agency / Agent

　　Exclusive Agency / Agent

　　Principal--- Agent

　　Agency Agreement

　教学难点：

　　gency Agreement

　教学内容：

　学习信例：

　　Letter 1 Application for sole agency

　　Letter 2 Manufacturer's reply

　　Letter 3 Offering to act as buying agents for importer

　　Letter 4 Manufacturer's confirmation of agency terms

Chapter Thirteen E-Mails 电子邮件

　教学重点：

　　The Basic Form of E-mail

　教学难点：

　　The Basic Form of E-mail

　教学内容：

　1.The good, the bad and ugly of e-mail

　2.The weakest link in your e-mails

　3.How can you make e-mail work for you?

　4.Customer Care and E-mail

　5.The Basic Form of E-mail

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