Головна |
Letters of complaint should always be taken very seriously/ especially if you are providing goods or services.
Your letter should be courteous, even if the complainant has abused you. You should be truthful - if you have already been having trouble with the product, say so. Try not to sound as if you are making excuses, but offer a reasonable explanation for the lapse. Never show that you do not believe the customer, or lead him to believe that the matter is not being taken seriously. Say that the customer's patronage is important to you, and apologize for inconvenience.
II. Read the following letters and match them with the type of the letter:
a) Adjustment letter b) Claim letter c) Inquiry letter d) Order letter e) Respo0nce to an Inquiry letter f) Sales letter
1) Closed care
1248 SE Lancaster Blvd
Tigard, OR 97225
July 17,2011
WJ Billings, President
WJ&M Construction Company
2383 NW Turner Blvd
Tigard, OR 97225
Dear Ms.Billings,
I was very disappointed to read your letter of July 10th dealing with the issue of wrong product installed in one of your homes. As someone who values your business, I have already put a plan in motion to fix the problem.
My warehouse manager and a crew will be at the site July 19th to take out white desks and replace them with the black units, free of charge. Also, we will deduct another 10 percent of the bill for the misunderstanding.
Thank you for your patience.
Sincerely,
(signature here)
Kent Lenoir,
President
2) Dawn Snyder, Professor
ICU Technical College
Portland, ME 04101
May 27,2011
Professor I.B.Writing,
Colorado State University
Fort Collins, CO 80523
Dear Mr. Writing,
I would be honored to attend your colloquium on concept mapping in December. I think you know how strongly I feel about that paradigm and the role the great state of Main has played in its development.
I am enclosing the admissions sheet sent to me, as well as the articles you requested that I have recently published on the subject. Good luck on organizing the event - I cannot wait to be there!
Sincerely,
(signature here)
I.B.Writing,
Professor, CSU
DS/Is
3) Dept.of English
Colorado State University
Fort Collins, CO 80523
May 23, 2011
Ms.Dawn Snyder,
Professor
ISU Technical College
Portland, ME 04101
Dear Ms.Snyder,
I am a professor in English at Colorado State University organizing a seminar on concept mapping for a colloquium coming up in December. Based on your experience in this area, I was wondering if you would be interested in attending.
The deadline for admission is August 13. It would be a great honor to have you in attendance. Enclosed is an admissions form and more information on the colloquium.
Thank you for your time,
(signature here)
I.B.Writing,
Professor,CSU
4) Closet care
1248 SE Lancaster Blvd
Tigard, OR 97225
July 7, 2011
Professor I.B.Writing, Colorado State University
Fort Collins, CO 80523
Dear Mr. Writing,
Are you having trouble organizing your clothes into your existing closets? If you are like most Americans, you have trouble finding your favourite shirt when you really need it. This is why it is important to have an organized closet system.
At Closet Care, we have the skills and experience to come in and help you with your closet needs. May we stop by and offer a FREE estimate at how much it would cost you to rebuild your closet? If so, give us a call at 555-1212 and set up and appointment with one of your friendly operators.
Sincerely,
(signature here)
Kent Lenoir
President
5) WJ&M Construction Company
2383 NW Turner Blvd
Tigard, OR 97225
July 10, 2011
Kent Lenoir, President
Closet Care
Tigard, OR 97225
Dear Mr. Lenoir,
As someone who has worked with you for over 12 years, we were very disappointed to see the work that you did on one of the houses we subcontracted to you in the Camas development.
As our oral agreement stipulated, we expected 5 black armoire units to be installed in the master bedroom, but instead, we found that 3 white particle-board desks were put in. I think you will agree that a communication problem exists.
We would like you to send out a crew to take out the white desks and put the black armoire units immediately, or provide us with a refund.
Yours truly,
WJ Billings,
President
III. Write letters using the information in the chart below:
N | Date | Addressee | Address |
1. | 05.05.2011 | A.B.Wilson& Co.Ltd | 15Leadenhall Street London,E.C.3 |
2. | 12.05.2011 | The Liverpool Forwarding Agency;Ltd | 19 Brunswick Street, Liverpool |
3. | 16.01.2011 | The Export and Transport Co., Ltd | 25 Water Street, Hull |
4. | 23.09.2011 | The Bandies Tool Co., Inc. | 1568 Commerce Street, Pittsburgh, Pennsylvania |
5. | 31.05.2011 | Secretary of Assertion of British Motor Manufacturers | 40 Conduit Street London, W.I. |
Unit 8
Text A
Products and brands | IV .Preparing a report | Article 8. Representations and warranties | Vocabulary | Industrial relations | Worker participation | Who needs unions? | Article 9. Events of default | Vocabulary | Vocabulary |