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    Br2e Upper-Int Writing 5

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    Микола Крушин

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    © All Rights Reserved
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    Br2e Upper-Int Writing 5

    Uploaded by

    Микола Крушин
    37 views1 page

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    br2e_upper-int_writing_5

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    Copyright:

    © All Rights Reserved
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    37 views1 page

    Br2e Upper-Int Writing 5

    Uploaded by

    Микола Крушин

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    Writing file 5

    Writing a response to a letter of


    complaint
    5 In what order would you put the steps you chose in
    4 in a letter of response to a complaint?
    1 Have you ever had to complain about a service you
    have received? How did you complain? What was
    the response? 6 Look at expressions 1–6 below. Match each one
    to a piece of good advice in 4.
    1 I’m terribly sorry to hear about 
    2 Read the letter of complaint quickly. Find out what
    the problem is and what the person wants done. Is 2 I’m afraid we have been having 
    the letter polite? 3 I will be investigating what exactly happened 
    4 In the meantime I’ve arranged for 
    Dear Sir or Madam 5 We would like to offer you 
    6 Once again, please accept our sincere
    I am writing to complain about the recent order we apologies 
    placed with your company. Unfortunately the order
    was not supplied correctly so I am writing to ask
    7 Now match 1–6 in 6 to a–f below to construct a
    for an explanation as to what happened and how it letter responding to the complaint in 2.
    will be remedied. a … a 10% discount off your next order as we value
    On 30th October this year we placed an order with your custom greatly. 
    your company for 10,000 items. However, on taking
    b … problems with our inventory system recently.
    delivery of the shipment, it was discovered that you
    had sent only 8,000 units but had invoiced us for
    c … the problems you’ve had with this shipment.
    10,000.
    This shortfall has put our company in a difficult
    d … for the inconvenience this has caused you.
    position as we were due to supply one of our major
    customers and as such we were unable to fulfil
    e … to make sure this problem doesn’t occur again.
    their order.
    Please could you look into what happened and
    f … the outstanding 2,000 units to be dispatched to
    obviously make up the shortfall in our order
    you today. 
    immediately. While we do not wish this incident
    to have a long-term effect on our working
    relationship, we would be forced to take further
    8 Match a–f below to a phrase with a similar
    meaning in 6 above.
    action in the event the problem is not resolved at
    a What I’ll do immediately is …
    the earliest opportunity.
    b I would like to apologize for …
    I look forward to hearing from you shortly. c I hope you will accept …
    Yours faithfully d I’m afraid this was because of …
    e I really do apologize for …
    Chris Vidic
    f I would like to look into this further …

    3 Work with a partner and discuss how you would 9 Choose one of the problems below and write a
    respond to the complaint. letter of complaint.
    • A new computer has broken down after just two
    4 Work with a partner and decide which of the days.
    following is good advice when responding to a • You have just received a delivery where all the
    complaint. goods were damaged.
    a Explain how the trouble occurred. • You have just come back from a business trip and
    b Express sincere regret. your baggage was lost.
    c Blame the customer.
    d Tell the customer they are the only person who 10 When you have finished, swap letters with a
    partner and respond to the letter of complaint that
    complained.
    you have received as sympathetically as possible
    e Explain what you intend to do to rectify the
    using the information in 5, 6, 7 and 8 to help you.
    situation.
    f Make promises you can’t keep.
    g Trivialize the complaint – this is no big deal.
    h Offer a goodwill gesture.
    i Promise to get to the bottom of the problem.

    © Oxford University Press 2017 Business Result Second edition Upper-Intermediate

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