Ex.1.2. Rewrite the letter adding the missing parts.
Ex. 1.3. Say if you agree with the following:
This is clearly a serious matter.
In such kinds of letters you should be careful not to threaten any kind of action which do not fully intend to carry out.
The tone of such letters should be fairly formal and quite firm without being aggressive.
Unit 9. Complains and adjustments.
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I. Business Correspondence. Letterr of Comlain and Leter of adjustment.
II. Skills.
Lesson I.
Letter of Complain.
, , ,
, ; , ; , . - - . .
, . , . , , , .
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I. Openings:
1. We would like to inform you ..
2. We are writing to complain about.. ,
3.Its not the first time this mistake has
occurred and we are far from satisfied
the service you offer.
4. There appears to be an error in the documents..
,
5. There seems to be some misunderstanding regarding the latest consignment of
goods , ,
6. This mistake must meet the tight deadline - .
II. Explaining the problem:
1. We think thereason that wrong goods have been sent to us because of the mistake of your despatch department, who didnt take special care when delivered goods -. , , .
2. Could you ask your accounts department to check our code carefully in the future
Our account number isand they have been sending us statements coded , ,
III. Suggestion of a solution:
1.The best solution would be for us to return the wrong consignment to you.. .
2. Rather than send a credit note, you could send us three new items instead of the damaged ones .
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Letter of Complain:
Zurich Esposito: Universal Imports 28 Whitechapel Court. London E10 7NB
To: Brad Zurich December, 17 th 2004
Sales & Marketing Manager
Regent House, 5th floor 15/6 Haymarket, London,
WIV 5BX
Administration:02072859981 Reservations: 020 7564 0930 Fax: 020 72 85 9984
Dear Mr. Brad,
I am writing with reference to Order N. 357, which was received yesterday.
The boxes in which the goods were packed were damaged, and looked as if they had been open in transit. Also we did not order the shipment of sports shoes N. 19 according to you catalogue, we ordered sports shoes No. 18, 20, 21, 22, 23 B, 24, 25B.
You will find a list of the damaged and missing articles attached, and the consignment will be put aside until we receive your instructions.
Please, ensure that this sort of problem does not arise again.
Yours sincerely,
O. Matushevich
Sales & Marketing Manager
Enclosure: List of damaged and missing articles.
Lesson II.
Letter of adjustment
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. , , . , , , . , , . , , . , , .
Regent House, 5th floor 15/6 Haymarket, London, WIV BX
Administration:02072859981 Reservations: 020 7564 0930 Fax: 020 72 85 9984
Zurich Esposito: Universal Imports 28 Your Ref: S 45
Whitechapel Court. London E10 7NB Our Ref: C 354
To: O. Matushevich 15, January 2005
Sales & Marketing Manager
Dear Mrs. Matushevich,
Thank you for your letter of 10, January informing us that shipment of sports shoes was damaged. From our previous transaction you will realize that this sort of problem is quite unusual. Nevertheless, we are sorry about the inconvenience it has caused you.
Please would you return the consignment to us, postage and package forward.
If you want us to send you another shipment as per your order #357, please let us know. We have the sport shoes in stock, and it would be no trouble to send them within the next fortnight.
In closing we would like to apologize for the inconvenience once again.
Yours sincerely
Brad Zurich
Sales & Marketing Director.
:
1. We would like thank you for informing us of our accounting error in your letter of the 15th January- 15 .
2. While we cannot give you an explanation at present, we can promise you that we are looking into the matter and will write to you again shortly. - , .
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3. It is unusual for this type of error to arise, but the problem has now been dealt with. , . .
4. We have now checked our accounts and find that we have really been sending you the wrong statement, due to a confusion in names and addresses. The computer has been reprogrammed and there should be no more difficulties. Please contact us again, and once more thank you for pointing out the error. - , - . , . , . , .
5. The mistake was due to a fault of our machines, which has been corrected. - , .
6. Would you please return samples of the items you are dissatisfied with, and we will send them to ur factory in for tests. - , , .
7. We have closely compared the articles you returned with our samples and can see no difference between them, and in this case we are not willing to either substitute the articles or offer a discount. - , , . , .
8. The replacement of the wrong articles are on their way to you and you should receive them within the week. We are sure that you will be satisfied with them and there will be no repetition of the faults. Thank you for your patience in this mater, and we look forward to doing business with you again. , , . , .
9. In closing we would like to apologize for the inconvenience, and also point out that this type of fault rarely occurs in our practice. , .
Ex. 9.3. C , :
- Well, I think there may be some misunderstanding about our last order, Mr. Drayk.
- Oh. dear. What seems to be the problem, Mr. Mayson?
- Weve just started unloading the plane and the quality and quantity of the items doesnt appear to be Class AI, which was we ordered.
- Oh, dear. Im awfully sorry. Let me just check this on the computer Oh, yes. Im afraid there has been a slip-up in our shipping department. Im really very sorry. By no means its our fault. What would you like to do about it?
- Well, we can keep the goods and use them for another order of ours, if you will charge us 20% less for the load and ship us a load of Class AI right away.
- That sounds fair enough. Let me just check the stock position Yes, we can ship tomorrow morning, if thats all right?
- Oh, yes, that will be fine.
Vocabulary: load - Shipping department-
Charge A slip-up -
Stock Unload-
Items -
Ex. 9.4. Answer the questions:
1. Who do you think two persons are?
2.What wrong delivery did they discuss?
2. Did Mr. Drayk easily admit the mistake?
3. What discount did Mr. Mayson get?
4. When did he promise to deliver the right goods?
5. Do you think he kept promise?
Ex. 9.5. Translate into English
a. , .
b. , , .
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c. , 20%.
d. .
Ex. 9.6. Translate into Russian:
1. There has been a slip-up in our shipping department.
2. What would you like us to do about it?
3. That sounds fair enough.
4. Let me check the stock position.
Lesson III. :
1. .
2. .
:
1.- .
Moc. . 2004.
2. .. . . . . 2002.
3. .. . . . 2003.
4. .. .. UNITY.2004.
5. MARKET LEADER. Intermediate Business English. David Cotton. David Falvay. Simon Kent. Financial Times. World Business Newspaper.
:
1. .. . .. . . 2004
2. .. .. . 1998
3. . 2001
4. Longman English Dictionary 2005
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| . 01.02.2008 . | 60´84 1/16 | |
| . . . 1,67 | .-. . 4,5 | 500 . |
| . 001 | 978 |
, 040849
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2047806003595 06.02.2004 .
192171, . -, . , 55/1
