BAZA ZNANJA
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Kurs: -- English - Business English Materijali vezani uz ovu lekciju: - Test replies to complaints - Replies to Complaints (PDF dokument) It is generally known that patience is a necessary thing in handling complaints. Sometimes, as a seller, you may think that the complaint is ungrounded, but you should first make sure that you have good and reliable grounds on which to repudiate the claim. A seller should treat all complaints as serious matters because a customer is entitled to know how the mistake will be remedied: what he is to do with the wrong consignment or the damaged goods he received or when he will receive a replacement. If the complaint is justified the seller should immediately apologise to the buyer and suggest a solution. If the buyer offers to keep the goods, the seller usually accepts it and agrees to a price reduction. The amount of the reduction depends on how bad the mistake is and usually this is the best solution for the seller, even if there is a consequent loss. The seller should also give a brief explanation on how the mistake will be remedied, because that is what the buyer is interested in. In doing so, the seller should never blame his staff, for this can make the whole company look irresponsible.
Example
Dear Mr Jones,
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| Nouns (imenice): | Verbs (glagoli): |
|---|---|
| reply - odgovor handling - rukovanje, upravljanje ground - osnova claim - potraživanje, tvrdnja, zahtev replacement - zamena investigation - istraga solution - rešenje price reduction - smanjenje cene amount - iznos loss - gubitak advantage - korist, prednost expense - trošak inconvenience - neprijatnost value - vrednost error - greška incurring - izlaganje staff - osoblje, zaposleni, radna snaga strike - štrajk flood - poplava warehouse - skladište, magacin oversight - greška, omaška, previd circumstance - okolnost dispatch - otprema department - odeljenje discount - popust list price - cenovnik proposal – predlog |
exercise - vežbati repudiate - odbaciti investigate - istražiti be entitled to - imati pravo na remedy - popraviti repair - popraviti depend on - zavisiti blame - kriviti restore - ponovo dobiti, vratiti acknowledge - potvrditi, dati na znanje da je pismo primljeno look into - istražiti reassure - razuveriti, ponovo uveriti assure - uveriti solve - rešiti |
| Adjectives and adverbs (pridevi i prilozi): | Prepositions and conjunctions (predlozi i veznici): |
| ungrounded - neosnovan reliable - pouzdan thoroughly - temeljno mere - puki justified - opravdan substantial - značajan consequent - koji dolazi kao posledica advisable - preporučljivo sole - jedini due to - zbog, zahvaljujući on our part - sa naše strane beyond our control - izvan naše kontrole regarding- u pogledu,što se tiče incorrect – netačan |
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Synonyms
| Nouns (imenice): | Verbs (glagoli): |
|---|---|
| reply – answer, response handling – management, running, treatment, approach ground – base claim – demand, application, request replacement – replacing, renewal, substitution investigation – inquiry, research, review, search, survey, analysis solution – answer, resolution, key, solving price reduction – discount, deduction amount – total, whole, mass, sum loss – losing, waste, disappearance advantage – benefit, asset expense – cost, charge, expenditure, payment, spending, output inconvenience – trouble, difficulty, bother, upset, fuss, disadvantage, disturbance, disruption value – importance, use, benefit, worth, profit, advantage error – mistake, fault, flaw staff – workers, employees, personnel, workforce strike – industrial action, mutiny, revolt, work stoppage flood – deluge warehouse – store, depot, storehouse, repository, depository, stockroom oversight – mistake, error, slip, misunderstanding circumstance – situation, condition dispatch – sending, transmission, forwarding, communication, consignment department – section, sector, branch discount – price reduction, deduction list price – price list proposal – suggestion, recommendation |
exercise – employ, practice, train, work out repudiate – reject, deny, disclaim investigate – examine, study, research, consider, go into, explore be entitled to – eligible remedy – reform, fix, correct, solve, cure, treat, heal repair – mend, fix, recover, restore, heal, renew, patch depend on –depend upon, devolve on, hinge on, hinge upon, turn on, ride blame – accuse, denounce, indict, impeach restore –revive, build up, strengthen, bring back, refresh acknowledge – greet, address, notice, recognize, salute look into – investigate, check into reassure – encourage, comfort, bolster, hearten, cheer up assure – convince, encourage, persuade, satisfy, comfort, prove to, reassure solve – figure out, puzzle out, answer, work out, resolve |
| Adjectives and adverbs (pridevi i prilozi): | Prepositions and conjunctions (predlozi i veznici): |
| reliable – dependable, trustworthy, honest, responsible thoroughly – carefully, completely, fully, comprehensively mere – simple, merely, just, common justified – acceptable, reasonable, understandable, justifiable substantial – significant, considerable, large, important consequent – following, resulting, subsequent, successive advisable – recommended, appropriate, suitable, proper sole – only, one, single, individual, alone due to – because of beyond our control – out of hand regarding– in respect of; on the subject of, concerning incorrect – false, wrong, mistaken, flawed, faulty, unfitting, inaccurate, untrue, improper |
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Antonyms
| Nouns (imenice): | Verbs (glagoli): |
|---|---|
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reply - question, request handling -mismanagement claim - denial investigation - ignorance solution - problem price reduction - increase loss - profit advantage - disadvantage, disapproval expense - asset inconvenience - convenience value - detriment error - accuracy, correctness, perfection incurring - forfeit, lose, discouragement flood - drought oversight - achievement, success, advantage dispatch - delay, retention discount - increase |
exercise - ignore, relax repudiate - accept, allow, approve investigate - forget, ignore, neglect remedy - damage, worsen, injure repair - break, damage blame - praise, compliment restore - damage, destroy acknowledge - deny, disagree look into - ignore reassure -discourage, upset assure - discourage, distress solve - complicate, confuse, deter, destroy, neglect |
| Adjectives and adverbs (pridevi i prilozi): | Prepositions and conjunctions (predlozi i veznici): |
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ungrounded - justified, proven reliable - unreliable, inadequate thoroughly - incompletely, partially mere - indefinite, enormous, large justified - unjustified, ungrounded substantial - insignificant, meaningless consequent -beginning advisable - inadvisable, improper sole - common, ordinary incorrect – accurate, correct, precise |
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