Mdija Novak is looking for a job tluough an online

sreven -
Kruitmeni agency.She sends an email with her CV md a rHillhopeyoutewer
Ei
This is iuslaquicknoteto asklor somehelp ve been L-T
I applying lorjobs n Londoiusngonineage,rcies butl'vehad lt
no luckarall.lney iusrsendbackrhesesra.dardemals its l
l - w l 1 9 r " r " g " r or o . o bv a - a E y? t r o l O N O O 9 6o2n7 ] reallydep@ssing
]
/oi I a4os[e.^s reqFsreo arrlr aycv 3Anrvay, l waswondeingii yo! colld hep me?ltholghtyou
zl leelconlidenl -1
thalmyskilsandachlevements area verygood mightknowof someLondon recrulme asercieslhalhavejobs l
fit rorthisiob prclie. inlheiinancea€a Canyousendmesomefames? d realLy l
'Peaseieelifeelo contactmeil youhaveanyqueslions appreciale il l
allooklorward aThanks io. yourhep.
lo hearng fromyo!. ]
5BeslwishesroT,Assa ]r
Maria
- : . Novak
...:.: : Ma{a
__]
A rccruitmentconsultantreplies:
r H i M a r j a . g r e a l t o hrer c m y o ! a g a nm
. I n e- j L r sglo lb a c k
DearMariia lromvacation in MorcccoAmazng!
rThankyou verymuch1orsendlng yourCv wewl looklhrough 2Anyway, hanksloryouremailImhappytohep- askalew
I caretulyafd conlaclyouagan lnecessary peopleandtryrohink ol sorneagencies youcoudny
'?Peasebe awarelhallhejob markels extremely
compelitive 3shalllalsosend youa copyollhe LondonYelowPagesf lh€

l
andlhalwercceive manyappicalons iorou vacanlposllons. ral, Sotrerimes irs b€rt€.lfa.o.r.le- [s ve'ycompr€serive
3lllcan ofieranylurtheradviceof assslance,
pleasedonr and ists oadsol agenc€sandolherinformalon al i. one

lcood luckwilhlhe huntng

The€mailsaboveusepolit€,formallanguage.Comparethem
with theemailsbetweenMarijaanda friendon the right.
iob
l
Thes€ last two emails are friendly and informal, but note
how Mariia startsparaSraph3 of her email to Steren- she
usespolite, formal languaSewith her friend becauseshe's

The phrasesyou need B

More formal More informal
Firstline DearSirot Madan / Deatlname) Hl . / (jrrt the name)/Jnoth
ng at"lD
Friendlyopen It wasa greatpleasureto meetyou tn How'sit going?/ I hopeyou?ewell
Greatto hearfran yau again!
Thankyou verynuch for sending Ihanksfor your email.
Futtherto aur earlierconvetsatton, folbwingyou<all,...
Reasonfor writing I'n writinq with regardto fhis isjust a quicknote to say/ askfor ...
rn witinq to find out nore infornation about .-. Reyou enailbelow ...
Request I waswanderingif you could.. .
lwauld be gratetulif youcould...
Offer help wouldyou likeme to ...?
lf you wish,I wouldbe happyto ... DoWu wantme to...?
lf I .an offet any fufther assistance,pleasedon't lf you needanynorc infornation,just let ne
hesttateto contad me.
Pleasefeel free to contact ne if tou have any Justgiveme a ca if you haveany questions.

Friendlyclose I look foMard ta heaing fromyou. seeyou soon./ Thank for your help.
Givemyregards to.-- Goadluck with .- / Bestwishesto ..-
Last line You6sincerely/ KindrcganlsI Bestwishes BestwishesI All the best| (ust the nam€)
94
 45 EMAILS- BASICs

Exercises
45.1 Coverthe opporite page with a piece of paper. 45,3 ComDlete
the thre€ emailsbelow with wordsfrom
Now makephrasesby mat(hingan item tmm each the box.

an altachment a5 request€d don't h€sltate

1l'mwriting-\ fromyou.
!o hearing do you want futther assistance qet bac* gntelul fol
2 Pleasefeelfree \ please...
furthefassistance, grcat pleature heanngfron please re
I lool forwdrd \ to contactmerl ... relation to usefuldis.ussion very imprcssed
a Th.1l youvey mL(h -wrthrcqardto. wonderingif with regatd
yourCV
for sending
I r- i ; i;... ; i&.!.|r-tiil--..-..-...1.. 1
i;; -, suo;e"r!-'Wlmqr rundioi|;a6 --J
6 I hopeyoir're youcouldheipme.
7 Thisisjusta hearfrcmyouagain.
8 | waswonderng if llwasar lo meetyouandyoLrr
tearnn
9 I'd rcaly sendyoua copyof ...? wasverygenerousand was
Olbailastmonh.You hospilally
10 Geatto
11 sha app€da€ |l. lo you planslo setLrpan
45.2 Lookat the numberedparagraphsIn the four inv€stmedfundlor Inda. Atterouf verya .--..-...-.....-.......-
on ihisEsueI nowneeda litle.0," Ou"lg,ornOnlorruiioi.
emailsopposite,Write one of the paragrephtypes in the
box on eachline b6low The paragraphtypescan be used youcouldsondmeacopy0i
lhe consolidaledaccountsfor yow qrclp oi companes?Also I
wouldbo5 ----------- anyiniomarlon rhatyo! havs
abourregulaton ol rh€DubaiStock Exchange.
Badyaf enail FinalconnenE Friendlyclose
Friendlyapen affet help Prevbuscohtact llooklotuad lo 7 ... yousoon
Reamnfor witihg Request SanjayGulali

Fi6t emall ---

lst para .' i r".,.j gqr,er
eqrl
)",1 Badvof email !--E!Ll sobi.cta.D!_BffiE_,_._,--.---.:--.:-,.:-l
",,'
3rd para
arh n,r: Fflendlv clase
Manylhanksloryourenai andlor you.kndwods. twasa
lor !s lo welcomevo! her6 i DLrbal.
Dleasure
Secondemail
1stpar. , Im sendln!youa copyoiour
2nd pafa
'o - theExchange,lhenwebste is
3rd para
wW ditx.aoandlhishasal lhs nlomation
yo! need.
Thirdemail
locontaclmeii I canbe olany
ist para ---&9!4L spcl
2nd para
3rd para
4th para ---Fientllv close
5th para
Founhemail ? l.....l
I st para 5end
2ndpara youremal, contactedllr I
:ra para ---!{€|j e/P Abdullah
andhe sentmeIheiraccounts.llreyte
allached
here.
4th para
to meil lh€reareanyissues.l'fi1
Notce how the bodyof the email(includinq .€questinq
and leavinglhiq lo yoL I havFm . L" rrN ro read accoL.ls
offeringhe p etc) s lramedon eithersidebytheopeninsand
m el o c a l a m e e r i nwgi r hB h s l a ri na
.loslngpaEgraphs. li is rareto haveonlythebodyofthe email wek or soto disclssalllhis?
wth no framing.
G@dlLckwth he accountsL

Seepage 151for somewriting tasks.

Emails 95
 Emails- internal communication
Emails u*d iside a compmy are often short ed direct. The level of fomality of iniemal emails depends on the
ll)ok at the following example: :ud,er,edd Fd.on for hriruS. t rhesryle..L-l
"udlJ
neuhal, but hereis d exuple of a formal and an infornal

Serrd I subjectj
Hi Bfell
subjorr linanciaresults
Justaq! ck nole1oremindyouIharlts theendol lheqlarler

Peasesendmethesaleslguresbrokendownby regon.as
Canlask youto aso showsaesaccordin!10producline?I
w o u dr e ay h e pw h e n c o m p l e m y r e p o r l
Tha.ksioryourco-operal on
Herc is the rEply io thc aboveemajl:
m p easedto te I you thatour tfanc a resuls lhis year have
bee. very poslve woud lke to thankyoual lor yourvauable
lwould aso ike 1olake lhe opporlunlylo le yo! aboutan
imporlanrsralichange Parca Nascmentohas beer appofled
as Maftelng Drectortor grazl to repraceFitaCosta.Shewl
work lo slrenglhenolr prese.ce n Laln Amerca
This s an exclng lme 'or ourcompany.and m surelhal can
counlon yolr conlnu ng commitmenloverlullre monlhs

setrd slbjec! BerOuanerysaesI gures

Susan hereslheiirslseloiiiglresyo! wa.ted allachedasa
spreadsheel Thesecondsel- saesby produclme willakea
e ongerl0 colecl I sendlhemby theendol lheweek Goa <a-o a
(.
Nowlor somebad.ews Unlonu.arey. he saesslallareleling b ; ,r " v d,o /oai - ie.!1.d, _
usthalnexlquarlers ikelylo be sgnlcanlyweakerDoyou
wanlmelo gellogelher Goran- ooksike ie lI nelworks gornglo be dow. nexr
a revsed{orecasl lorJuy-Sept
F day Folr.e mainrenancelheysay Whata hasse
n ge s el c a nd or oh ep w i r hr h e
L € l m ek f o wl h e r e sa n y l h
Weve9ola videocon'erence a(angedlorFr pm Sha ca
everyo.eandlfy 1oreschedue lorMonday? Gelbacklo rne I
&ett youlhnk rs a qooddea

fhe phrasesyou need B

Remind Give news
Justa quick nateta rcmindyau that l'n pleasedto tellyou that / In sureyau will be pieased
|'d liketa rcmindevetyone that..
Request Thebadnewsis that I Unfattunately, ...
Please.. / I needyou to ... / Id be gtatefulif yaucould. Wauldall staff pleasenate that
I wonderif you couldgivene sameinforration? I t\/ouldlike ta takethe appattunityta tellyau about ..
Can I askyau to .. ? / l woLldappteciateyau help with thts. Thereasonsfot the.hangesarc as fallows:
Be helpJul Friendly close
Hetesthe.. yau wanted./ I veaftached .. Please
get backto ne if you needanynare infomatnn
l'll .. / l'll get antait rightaway. Letne know if theres dnyhing elseI canda
ShalL..? / Doyouwantne ta .. ? fhdn|s ag"in lat aI lau holD I rca r apDrc"ara :t
Thanks for your ca-apetatian.
Thank
I would liketo thankyou verynuch for ..
We done! Yau'vedanea greatjab.

96
 46 EMAILS- INTERNALCOMMUNICATION

Exercises
46.1 Completethe very short emailsbelow usingthese 45.4 Completeeachsentence1-8 with the bestending
wotd' advance,co-operation, know, Iet, 'll, qui* note,
please,rcmind, say. I l'm sur€youwii be . . . F
that I got youremailand
speakto Fernanda aboLrtt whenI seeher 3 l'd liketo remind. .|
2 JListd lo youthat a canI dskyou...i-
tie ledn nPplrngs roTo"ow at 9dr 5lwouldapprccate...:l
bring copiesof my repo.t with you.
3 Justto you ...................... . lnar
therewill be a frrcdr I at somepointnextweek.Thankyou
tor yor.rr
a to let Paulaln HRknowyourholldaypansfor the summ€r
Theemais above,ike the fid oneopposile,beginwith 'jun' 1o asap?
lshow a shorrmessage. b everyone that redecoration oi stalfofiicesw begn on
Monday.
c pleased to hearthatI havenegotiated a d scountfor a
46.2 Coverthe oppositepagewith a pieceof paper.
empoyees at the localiitnesscentre.
Now try to rememberthe wods below.(somel€n€rs
d a meetingoi the seniormanag€rnent tearna5trnonth,it
havebeengiven.)
hasbeendecided to reorganizethe depanme.t.
I Sus.n- 5 thefl6t setof figuresyouwanted, e thatanyonew shing10benefiifromthisdiscount should
a ed asa spreadsheet regisle'ar rl'e cenrebefor€tt e endo' ALgusr.
2 Nowfor somebadnews.LJ ly.the { movealltablesanddesksawayfromthe walkto a low
salesstaffaretellinousthat nextouarteris likelvto be .ccessto areasthat need1obe painied.
s9n ly weafer andthe proposed
9 for the changes newstructure arein the
3 Doyou tme qettogetherarevsedforecast lo. attached doc!ment,lwould begratefulforanycomments
Juy-Sep?
4 t me w f there3an!,lhng e I cando to hep h yourhep w th th s aswe needto makesurcthat€veryone
wth thercpon. doesn'tgo awayon vacationat the sam€iirn€
5 cal everyone andtry to reschedu e for lvonday?
6 t k to me f yo! think t's a good dea. 45.5 Makelour short,<ompleteemailsusingthe
answeEto the previousexer<ise.
46.3 Put the words below into the corre<torder.Write
Email1: iaj + 8-J
allthe answercunderthe correctheadingbelow.
'm to tellyoLithat pleased.. Emall2::c/l+ l
woud alsolikethe oppoarunity to taketo tell.boui you ... t t ' t-
woud liketo thankfor youallyourv. uablecontrrbuton. ,r",0, *
Thanks fof allyouragainhelp. appreci.te it realy.
I m pleased youwi1b€ sureto heafth.t .. see page 151for somewriting tasks.
I be ntercsted you'dthoughtto knowthai ...
wouidallstaffnoteplease that ..
'm €verything youhavedoneverygr.tefulfor
Announcinggood news
t h np1:.?:,:!...!P
.le!Lv-ul!i!,

Announcinggeneralnews
3 .-.....
.
4
5
Thanking

Canyou find three phrasesfrom the table in H€nri

Devereaux3emailoooosit€?
Emaik 97
 Emails- commencial
ln ihe exchmgeof emailsbelow a custome.makesan tt ln email 3 ihe customer confims details that have been
enquiry md the supplier replies: covered in pievious discussions.
o Seemii 3 for the lmgrage of intemational lrade (CIF /
Email 1 leiier of credit etc).
'.;, To... nio@pot;iaacaaom
!rrr. subrd: qpqi' ,:o:19,p9t:,pq'l The phrases you need E€
^
lvsted yourslandal lheEnergy TradeFairn Hanover andwas Enquiry
mpressedby yourranqeolpowerpacksbasedon luelcel
r"c5 olo9, t ti\tcd ,ar s?.d at dnd ^dt np,e.s-d b)
lwauld like sane detailed specificationsfar
lp ckedup a brochureal lhelair andwoudnowlke somemore
delaledtechficalspecI calionsioryourrangeol fue ce s ro. ln particulatlwauld liketa knaw
smaI lrandlreld
devices Pleasesend details of yout product Gnge and ptices /
In padicuarlwoud ike10knowabout powerpackssuilable ior discaunts / delivery times / terms af payment, etc.
a ponabbDVDplayer Replyto enquiry
Peasesenddelas ol size energyoutplt elc fhdFttar tar)ou! emdttot t/' tcbtuat p.quning
I ookiorwa.dlo heafng lromyou
1n aftachinga documentthat glvesfull detailsof
Email 2 CanI drawyouraftentianta .?
- lo.. D a nB a e \ Ourstanclaftjtermsarc paynent within 28 days,but we
send slbjecrr r.io re powerpacks affet discountsfot promptpayment Wealsooffer
quantitydiscauntsfot large purchases.
| _ r'.ar -q a doc--e l -. 9\es We can shipwithin one weekof a ftrm arder
lu delas ol ourrangeoi powerpacks
1would welcane the oppaftunityto dtscussyaur needs
Canldrawyourallenlonro modesFC68andFC72? These
wo! d be dea Jora srnalhandheld devce
Wehape thatyau find au quotatiansatlslactotyand
I wourdwelcomeie opporlunry rodrsclssyourneedsm more
dela May suggesl lhallcal you n a dayor !wo? laok farMardta rccetvingyour arder
I n l h e m e a . l m pe e a s e d o n t h e s i l a l e l o c o n l a c l m e p e r s o n a l y Please
dan t hesitateta contactme persanallyif you
l youhaveanyqueslonsMydnecl .e s gvenbeow haveany questions
Placing an order
Follawingour rcaentcanvesations,pleaseflnd attached
,t/,The personwriting email2 willbe a salesconsultant, ouronet na.... rcl
and they use the enquiry as a chanceio enterinio a sales ll lou doaI navph. trcmsteqtresred,n srccl.please
dialogue.ln the follow'up conversaiionsthis person\!ill adviseusinnediately.
usesaleslanguagefrom units l8-2'1. The gaods nust be deliveted by
Aficr further telephoneconlersaiionsand emailsthe canfim yau delivety date.
customernow pracesan order: lf any of theseconditionsarenat net, pleasercfer ta the
dc!"iledr.tm, n au ca. act rat aanns that^. ae
Email 3
Please
a.knawledgercceiptof t s odel
! lo... S a e sd e o a r l m e n t
sond subjert order lor modelFcT2 Shipping an order
Thegaodswill be sentby sea/ an / road/ rail and wil be
pleaseiindalbchedour
Folowng olr rece.rconversalons secureiypackedin baxes/ cases/ .rates.
o.derno JX034tor25000ile ce s modeFC72
Welook forwatd to doing morc business with you in the
Weagreedthalthegoodswi be senlby sea(ClFB!san).
seclreypackedin 25cases01l 000 lemseach
Thegoodsmuslbedelveredlo Busanporlby 24Apllal lhe

ll anyot thesecofdtonsarenolmet.p easereieflo lhe

delaiedtermsInourconlracltoraclonsthatweareenlI ed to

Wewl payby nrevocab

e ellerol credl Peasesefd copiesoi
theshppn9 documenrs
a.d lnvoiced rectlyromeas pdlllles
Please recept otths order
acknowledqe
yo!
Thank andwe ookfotuardlo dong morebusiness wilhyou

98
 47 EMAILS- COMMERCIAL

Exercises
47.1 Cov€rth€ oppositepagewith a pieceo{ paper. 47.3 Make phrasesby matching.n item trom each
Now try to rememberthe words below (Someletters
havebeengiv€n.) 1 if youhaveany
l lvsitedyourn at the Enerqy TrddeFdir 2 l'm coniident
2 | p ckedup a bro e at the fair,andwouldnow I ke 3 | ako noticethat you
somemored€taledt€chnicalspe s for
yourra ot fuelce s 5 we do offer qldntty
3 In p r, I would keto knowaboutpower 6 | hav€beenlooking
packssu le for a portabeDVDp dyer. 7 l ( a n t r n dn o m e n t o n
4 CanI d w youra ion1omodehFC68.nd FC72?
5 In the m€a me,please dont hes e to contactme
personay ii youhav€anyquenions.My d 47.4 Usethe phrasesfrom 47.3to complet€the
1
I e s qlvenbelow. exchangeof emailsbelow.
6 Fo nq olr recentconversatons, please write the phrasesin full - it will helpyou to rememb€r
I nd
a ed our ord€rno.JX034. !hem.
7 Thegoodsrnustb€ d ed to Busanportby 24
. 10... Sal€s
Aprilat the I t.
slfd s o b j . d : O r r c es l p p r e so . d e r
I lf anyof thesecon ns.re not met.ple.sereferro
the detailed t s n our contract{or actioris thai we are andam nleresled
n orderngso.ne

9 Please
sendcopesof thesh n p a r l c u a f , I n e epda p ear n dc a r t d g e sl o rC a n o n
nv o rccIyto me. pholocopers andvariolsma .g andpackaging suppes
' d e s ka n dw a c a € . d a rw s l ha
10 Please
ack edgerccept oi thisorder
companyogo bur wouldneedsorneassurance abodrlhe
47.2 Write one oI the setr ol initialsin the box n€xt to
eachphrasebelow. Yourflces areshownon lhesite bulr
andexlended payhenrrermslor argepurchases
Peasesend
PR(producttange) DT (dehverytnel
PD(prices& discaunts) P (paynent) l l o o kl o N a r dr oa ne a r yr e p y

1 c F Eusan l'j )
2 the goodsmustarrveby . at the latest 10.. [/'cheLe
Younc
3 av. abe in sx colours sublert Re Officeslpples order
byb.1l rans'erto ou dL(onr 'JrbF' Thankyo! loryouremarenqlnng aboulollce suppes
5 trr"'F^rl bean add,to.alupple-1e1t'o. ' alyou prodlclneedsand ook
6 the executivemodelfeatures lotuardrowecoming yo! asa reguarclsrorner
7 we w ll makea promoiionala owanceif you ma ntain an lor argeordersTheseareona s d,rg
scalebeg.nng al2% lorordersover€500 andgolngLrplo 8"/.
8 we offer€verything from to ..
I latepayments wi ncura per'ralty of Tradecuslomers sdchas yoursevesaregive.30days1opay
t 0 w a ^ . h o ^ r l t . n t 0 $ o . t r . g d d y (o l . ourinvoicesbut6 tnsrWeaso ol1er
alt.actNe earlypayme.tdscountso. theseacco!.ts Forllrlher
1 1 o r ir -io J<Fdes,gn edr hdsd"valoped lnlormalon on lradeaccounrspeaseclck on he nkbeow
1Z letterof credt (l/c) n relalonto olr personazedcae.dars
1 3 y o u . a n t r . d e i n y o u re x i s nt q m o d e l a n dr e c e v eu p t o produc!loryoulo ookat Pleasesend
€1,000c.shback mesomearlwo w thyourogoasa g I fle andspecly whelher
14 payments 60 d:ysafterinvoice Youwanla deskorwal caenda[
15 a depositof 25% s requredfor .. Thankyo!onceagainloryourenq!ry 3
Peaseleeltreelo conlaclne

s e e p a g e 1 5 1f o r s o m e w r i t i n g t a s k s .

Emaile 99
 Emails- customerissues
In the email beloa'a supplier is forced to giee somebad at The tone of Chdstinet complaint is dnect, shong fld
news to a Poienhalcustomer: tactual- but noi angry
-{ Pieiro'sreply is short and simple,avoiding co lict.
Td... !11!!rg!?kq 4 Nohce ihe first paragraphof Pietio'sreply.After
5!rd subje.1: V6l lo osak" apoloSizinghe immediai€lypiomisesaction.
4r Notice how Pietroendsby apologizingagain.
lm so.rylolel youllral have1opostpone myvsi oyour
olTcesnexlweekThereasons thalmy inemanager wtt be fhe phrases you need E€
awayand wi be lakngrespons biityiorlhedepanme.lin his
Customer complains
'm
However sl verykeenon comngto Osakato meetyou.and |'n writing wth rcferen? to .
m conldenlthatwe caf eslabsh a goodreralonshipbetween |'n wnting to canplainabaut the poar servi.ewe've
.eceivedfton
lhopelhalwecanreschedue themeel.9 . the.earrullre Thereseensta be an enot / nistake/ nisundestanding.
colrdmakel anylme in eanyJunePeaselelmeknowwhch
There'sa setiousfauh with the
Soryaga.lor lhe fconvene.ce ThBhascausedus considerable inconvemence.
ThEhashurt aur salesand our rcputation
I nade it.leat that. .
Customer demands action
?, Notice how Claudia apoloSizesand cxplai,rsat ihe I nust insistthatyougivethtsmattetyouturgent
bcginning,and then apologizesagain.t the end.
a Notice how Claudia rcassuresMr. Tanakaeith posiii\'. Pleasetakeuryentactianto
l a n g u a g e/ :i , s l i / /i , f ,Vt . . o n . . / h " c o l t f i d . t t l n t . . . . Letne renind you that thisptoduct is stjllundel
" watranty.So,the bestsolutionwouidbe ta ..
ln thc ncxt €mail a cusiomermak.s a compliinr. In rcply, ihc
s{pplicr npologizcsind promiscsaction. Supplier 9;ves bad news
l'n satryto tellyou that.. / Uhfattunately,...
b... P e f i oC a s . fhe rcasanis that . / Thisis due to
"
lcnd subj?.t:Compa,nl Supplier apologizes
lm Mring rocompia.aboll thepoorseNce lhalweve t m vetysatryta hearthat...
recevedllo.nyolr company t wauld like ta apolagizefar .
Y o ui n s l a l ead. e w a r c o . d t o n i nsgy s l e m
a to u ro l 1 c e sa s t = t wasvetyconcetned to leatnabaut ..
monlrrAllera weekI slarledeakngwalerthrough lheceiino Supplier reassuresand promise5 action
oJou receplonareaYourlechnciana(ved andremoveo al
l h ec er . g p a n e l sn o r d etroc a ( y o u at s e r v c eb.u ld l r . g r h s Im canfident that
wo/klhepanelsandsupporls werebady damaged I can assurcyou that
Tlrs hascausedusconsiderabe nconvene.cea.d the lw nake surethat.
damaged pan€rs crealea poormagein olr receptio.area supplier ends
l m a d ei l c e a rt ot h el e c h n i c rtahna w
r eh o dy o ur e s p o n s bl e or Sarryagainfot the inconvenien.e.
repacng he damaqed panes However ths hasslitnoroeer Onceagain,pleaseacceptmy sincercapalagiesfot any
tncanventence caused.
Peasetakelrgenlaclon1oresovelrrs marer
Thankyau vetytuch far bringingthisnattet ta ny
Yolrs ChrslneLagarde

Chrsl'neLaoarde
send subjdl R€,Coirdlrfr

m verysory lo hearlhatyoLr
!e hadprobemswth youra I
conditiofng syslem.
WeI be at you officetomorow1oJI new

lndersland compleley lharyoLrre.epto.areaneedslo be or

therrgrreslslandarda.d canassureyo! lhatwewil eavelhe

Onceaqan,peaseacceptmys.cere apoloqieslor
any

100
 48 EMAILS- CUSTOMERISSUES

Exercises
48,1 Rewrite the sentencesb€low with the cor€ct word i18.3 Study the stsong complaint below. Try to 9ue5s
oder, beginningas shown. the single missing word in ea(h gap, Wite your answers
1 l'm to tellyousorrythat I haveto postpone
nextweekour lightly at the side. S€veralanswers may be possible,
meeting. --*--'
t'm frol Fnd,ewwrkinGi -- -------.l l
su6ect lDetavtooroa
2 Onceagain,p easeapologies
for acceptmysincere
any
inconvenience
caused.
Onceagain,

3 l'm ordered
to tellyouthatthe itemsarenow in stockyou I phonedyo{ lasl w€€kaboutthisand you
pleased.We'llyourorderbeshipping today.
6
Thisdelayis causingus considerable
as wele unablelo coniinueow ooeratLons
withod the oans
possible
4 l candorngeverything youthatweareto
assure
thisissueaspossible
resolve lhat ylu 9 v€ this malteryour
asquickly.
lcan
l'll be phoningyouagainlaterhis atlgnoonand I hop€that
by thenyouh6vesomegoodneo€lor me, lf I donl r€celv€a
Bspons€fromyou,l'l b6
5 You'llbeextending
our onlinesalethatwe arepleas€d
to
hearforanotherweek,
You'llbe

6 l'vetalkedto the involved

staftandl'm confident
thatour
proceduret arerobustandprcpey working. l{ow fill in the gapsabovewlth the suggestodwordsin
l'vetalked ihe box below.

atrentlon assuIed delivery furced

7 informyouthatwe regretto cannotprocess
yourorder inconvenience irsist bng-Em rcference
dueto onyouraccounta largeoutstandingbalance. tales satisfactory shipped nill

48.4 The tEply below hast€n extra words. Thet"rc elther

grammad(ellywrong ordon'i makesense.Crcs5them
verymuchyouto myattention
I Thank forb ngingthis ouL
maIIet
Thank
t Tol lGrola-sarfias-l ----
suqcct lne oatav
tmoor l
48.2 Write sentencenumbers1 to 8 from the pr€vlous
exercisein the boxesb€low. I wEsveryconcenedlo l6arnaboutlhe so latedelveryol the
a Goodnews n I Partswhatyouodered iromus.
b Badnews [] n l!€ bo€nspokento ourstafl in he packingdoparh€nt and
c Reassurance ! ! lm loo conlid€nllhat lhe g@ds lefi he@lastw€ek.I can only
d End asure it hat lhereis an issuew h rhecourier,
nn
r l ll contactwid,llhempersonallyand nrakesurethattheyeso ve

once again,pleas acceptff'al my sincsr€apologieslor any

inconveniencecausedyou.
Shouldyo haveanysomequeslions,pleasedont hestate to
,i.:1.

Seepage 151for somewriting tasks.

Elnails 101