Professional Documents
Culture Documents
Business Email - Functional Language Reference Sheets
Business Email - Functional Language Reference Sheets
Table of Contents
Opening and Referencing ......................................................................................................... 3
Making Enquiries ...................................................................................................................... 5
Informing and Notifying............................................................................................................. 7
Replies to Requests.................................................................................................................. 8
Clarifying and Confirming........................................................................................................ 10
Giving Advice and Making Suggestions .................................................................................. 12
Making Arrangements............................................................................................................. 13
Addressing Problems and Mistakes........................................................................................ 16
Confirming Orders and Prices................................................................................................. 18
Closing ................................................................................................................................... 20
Reference by Thanking
Referring to Questions
Making Enquiries
Opening Reference (general)
We understand that you are the agent for this type of product.
We have been informed that you are able to provide Blue Ocean strategy training.
Please could you let us know the date of delivery as we need the equipment urgently?
We'd appreciate it if you could let us have this information soon because we need to make a
purchase decision by the end of the month.
We need these details now due to a problem with…
Closing
Replies to Requests
Opening Statement / Reference
Agreeing to a Request
Refusing a Request
I have attached....
As you requested, you will find attached.....
Attached you will find.....
I am pleased to attach....
Closing
If you require any further information, please feel free to contact our Customer Service Hotline
on 2830 6685.
If you have any questions, please feel free to contact us.
Please let us know if we can offer you any more help.
We look forward to hearing from you soon.
We look forward to receiving your order.
We look forward to welcoming you as our client.
Querying Points
Giving Confirmation
Polite Close
Suggesting (neutral)
Advising (informal)
Advising (neutral)
Advice
I would advise you to ...
You are advised to …..
Making Arrangements
Opening Statement/Reference
One of our representatives could come to your office anytime next week.
I could demonstrate our product sometime next week.
I would be happy to present our services to you at a convenient time for you.
I’d be happy to explain the benefits of using our company’s service anytime you are available.
Please let me know when you are available to meet me.
I would be grateful if you could let me have your availability over the coming weeks.
Confirming Arrangements
Closing
Taking Action
Apologising (informal)
Apologising (strong)
Giving Reasons
Showing Sympathy
Giving Assurances
Closing
Thank you for your request for our price list and catalogue.
Thank you for sending me your price list and catalogue.
Thank you for your order of ....
Thank you for your order for ...
Thank you for your email of 10 June informing me of the delay…
Thank you for your email requesting a refund for….
We have received your order of 1 May for ……
I refer to your order (reference no. 128748) placed on …..
Following our telephone conversation this morning,
I am happy to confirm my order.
I am writing to confirm that your order…
I am writing to you regarding the order we placed on 1 February.
Ordering
Confirming
Payment
Delays / Apologies
Cancellations
Closing
Closing
Thanking
Offering Help
Making Promises
We will send the contracts as soon as we receive them. In the meantime, do not hesitate to
contact us if you require further .....
I assure you that I will discuss this with ….. and call you back later today.
Referring to a Meeting
Referring to Enclosures
I hope you find the enclosed useful. If you would like further information, ....
The enclosed brochures describe in more detail our range of....
Please let me know if you would like further information....
We apologise for our mistake and we would like to take this opportunity to assure you that it
will not happen again.
We hope that this misunderstanding has not caused you too much inconvenience.
We apologise for this oversight and would like to assure you that ....
Thank you for drawing this matter to our attention. We have now updated our records
accordingly and would like to assure you that such a mistake will not reoccur.
We deeply regret any inconvenience / distress that this misunderstanding has caused you.
Expressing Urgency
General Endings