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WELL-STRUCTURED, WELL-WORDED, WELL-MANNERED= WELL_COMMUNICATEDTEACHER’S COPY / STUDENT’S SAMPLEFinal Task for Formal Letter Writing Revision: You are the Manager (Mr Michael Ker) of the Crystal Ruby at Parkway Parade and you areto write a letter of reply to Mr Ima Conman’s letter of complaint.In the letter you are to address his concerns:

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quality of the food

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staff

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cost

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compensationREPLY BY MANAGER, MR. MICHAEL KER

Mr Michael Ker The Manager Ruby Crystal RestaurantB01-26 Parkway ParadeMarine ParadeSingapore 43324427 March 2009Ima Conman32 Middle RoadSingapore 423576Email: imaconman@hotmail.comHP: 99228833Dear Mr ConmanComplaint about dinner on Sunday 22 March 2009I am writing this letter in response to your complaint about the horrible dining experience youhad at your restaurant on 22 March 2009.Firstly, on behalf of the Management of Ruby Crystal Restaurant, I would like to apologise for your unfortunate experience and offer you two complimentary dinner vouchers worth a total of $50.00 as a token of our sincerest apologies and offer of goodwill to you as our valuedcustomer.Secondly, I would like to address the concerns you raised about the quality of food, staff andcost of the food served at our restaurant. As to the soggy prawns served that night, I mustapologise that our chef now has a new assistant and being inexperienced, he inadvertentlyadded too much mayonnaise to the ‘prawn salad’. We also received further complaints that thedressing for the ‘prawn salad’ was rather dilute as he did not add enough salad cream to thickenthe dressing.

In addition to that, the lettuce seemed dead because the air-conditioner broke down thatevening and we only got it running half an hour before the restaurant opened for business at 7p.m. Hence the lettuce’s freshness was somewhat ruined by then. As to the overcooked rice,that may be because we have been having feedback that the rice served in our restaurant is toosoft and the cook might have accidentally added too little water in the rice-cooker this time.In addressing your concerns about the elderly serving staff being forgetful, clumsy andunpleasant, may I first apologise for their lack of experience and explain the situation. 2009 hasbeen designated the ‘Year of the Elderly’ and the Ministry of Community Development hasrecently started a programme to promote the employment of the Elderly beyond retirement bypartnering businesses in providing employment to Senior Citizens. Ruby Crystal Restaurant isproud to be part of this community project through the employment of six elderly individuals aswaiters and waitresses. Furthermore, as the older serving staff have been with us for only aweek, I appeal to your generosity and graciousness to be more patient with them and givethem more time to level up to the service that we provide that you are used to. As to theemployment of younger and more attractive female staff, as suggested by you and your wife,we will certainly keep that in mind.In considering our charges for our buffet dinner, may I first assure you that it is not exorbitantgiven that we provide a comprehensive buffet dinner comprising two soups, three types of salads, five starters, fried as well as white rice, noodles, spaghetti, two fish, two chicken andfour different kinds of vegetable dishes, cooked in different ways as well as dessert comprisingwatermelon, papaya, pineapple, ice-cream and jelly. In addition we also provide a free flow of tea, coffee and /or orange juice with our meals. To top it call, you are even dining in air-conditioncomfort , all for the affordable price of $10 ( inclusive of GST ). As for children below 12, weoffer the children’s buffet of their favourite food at only $5 ( inclusive of GST ).Finally, I hope that through this letter of apology and explanation, you will be convinced, beyondany shadow of doubt as to our sincerity in considering you to be our valued customer to whomwe do not hesitate to offer the enclosed dining vouchers as a token of goodwill towards your continued patronage of our restaurant as a favourite place of dining.I continue to look forward to your patronage of our restaurant as a VALUED DINER.Yours sincerelyMichael Ker