Unit 16. Dealing with Complaints

Kapitel in diesem Buch

1. Frontmatter 1
2. Table of Contents 5
3. Introduction 9
4. Unit 1. Basics I Writing Business Letters 12
5. Unit 2. Basics II Writing Emails 19
6. Unit 3. Basics III Using Common Phrases 21
7. Unit 4. Making Successful Phone Calls 25
8. Unit 5. Making Arrangements 34
9. Unit 6. Welcoming Business Partners 38
10. Unit 7. Making an Enquiry 44
11. Unit 8. Submitting an Offer 52
12. Unit 9. Placing an Order 70
13. Unit 10. Obtaining Credit Information 78
14. Unit 11. Confirming an Order 89
15. Unit 12. Arranging a Shipment 98
16. Unit 13. Effecting Payment 109
17. Unit 14. Sending a Delivery Reminder 117
18. Unit 15. Making Complaints 126
19. Unit 16. Dealing with Complaints 135
20. Unit 17. Sending a Payment Reminder 143
21. Unit 18. Dealing with Fairs 154
22. Unit 19. Travelling On Business 164
23. Unit 20. Writing Miscellaneous Correspondence 172
24. Unit 21. Applying for a Job 181
25. Unit 22. Presenting in English 195
26. Unit 23. Conducting a Meeting 206
27. Glossary 216
28. Development in Written Commercial Correspondence 223
29. Differences in British English and American English 225
30. Common Abbreviations in Foreign Trade 227
31. Bibliography 228