1. The sentences below are part of a company’s response to a letter of complaint. Complete each sentence with a verb from the box.
1. Thank you for letting
us know about the problems you had with the
delivery.
2. We apologise for the difficulties you have experienced
3. We need to discuss
how we can improve our service in the future.
4. I expect to receive
a report from dispatch department tomorrow.
5. As requested, we have sent
a new consignment, which should be
delivered to you within 10 days.
6. Please return
the faulty goods to us and we will refund
the delivery cost.
7. Once again, we apologise for any inconvenience caused.
2. Choose the best alternative.
1. We still have not received
/ taken the order.
2. Could you quote/ forward
the original document to our department?
3. You said/
assured us that the schedule was guaranteed.
4. Please
accept/h
ave our apologies.
5. Your order will be damaged/ dispatched
on Monday of next week.
6. I am sorry that we can not find/
mee
t the schedule.
7. We were very dissatisfied
/ unsatisfied with the level of your
service.
3. Complete the sentences with a preposition
1. I am writing to complain about
the last two orders you sent us.
2. We are trying to keep
upwith the schedule.
3. Unfortunately, the goods did not arrive
ontime.
4. Please let me know if you have any problems with
this.
5. Please accept our sincere apologies
for the error in your
November bill.
6. We are still waiting
for the delivery to arrive.
7. We apologise
forthe misunderstanding.
8. I am sorry that we cannot give you a refund
on this
occasion.
9. The cases should arrive
at3 p.m. of Friday at
the latest.
10. We are arranging
for the express delivery of your order.
4. Read this letter about unacceptable service. Then look at the reply letter. The sentences are in the wrong order. Put the sentences in the correct order.
Correct order:
e c a b d
5. Read this reply to a complaint and answer questions below.
Dear Ms Ono
With reference to your complaint re order no. 376, our quality control
staff have tested all the goods you sent back to us. I regret that we cannot
accept the return as faulty goods since they meet all our quality standards.
However, as a goodwill gesture, we will accept them as unwanted goods and will
issue a credit note. I trust this meets with your approval.
Yours sincerely
Sergio da Silva
Customer manager.
1. What does the customer manager express? - Sincere apologies/
polite
rejection
.
2. A friendly and helpful action for maintaining business relationships – a
goodwill gesture
/ an approval.
3. The document that informs the customer of the money owed for the faulty
good – reference to a complaint/ credit note.
4. What phrase from the letter has the same meaning as I trust this is
satisfactory? I trust this meets
with your approval / they meet all our quality standards.