Types of business letters. (letter of complaint) 


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Types of business letters. (letter of complaint)



UNIT 2

TYPES OF BUSINESS LETTERS. (LETTER OF COMPLAINT)

 

SECTION A

 

I. Read and remember the following topical words and word combinations.

1. claimant, n ['kleimənt] – позивач

2. complaint, n [kəm'pleint] – скарга, незадоволення, претензія

3. employee, n [ˏimpl ɔ i'i:] – робітник за наймом

4. postal card, n ['pəustka:d] – поштова картка

5. purchase order, n ['pə:tʃis ' ɔ:də] – замовлення товарів

6. unjustified claim, n [ʌn'dʒʌstifaid kleim] – неправомірна вимога

7. adjustment, n [ə'dʒʌstmənt] – врегулювання

8. employment, n [im'pl ɔ imənt] – зайнятість, наймання

9. resignation, n [ˏrezig'neiʃ(ə)n] – відставка

 

II. Read and remember the following phrases.

1. to be a good credit risk – бути платоспроможним

2. to collect money – інкасувати гроші

3. to decline a request – відмовити у задоволенні прохання

4. to grant a request – задовольняти прохання

5. to grant the adjustment / to make the adjustment – врегулювати претензію

6. to order merchandise – замовляти товари

 

III. Read the word combinations and phrases in column A and try to guess their Ukrainian equivalents in column B. Match them.

A B
1. adjustment letter o) відповідь на запит
2. covering letter b) лист вдячності
3. employment letter c) лист з висловленням співчуття
4. form letter d) лист про відставку
5. invitation e) лист стосовно працевлаштування
6. letter answering request f) лист-відповідь на рекламаційний лист
7. letter of application g) лист-вітання
8. letter of complaint h) лист-замовлення
9. letter of confirmation i) лист-запит
10. letter of congratulation j) лист-запрошення
11. letter of request k) лист-заява про надання роботи
12. letter of resignation l) лист-підтвердження
13. letter of sympathy m) лист-пропозиція продажу товарів
14. order letter n) рекламаційний лист
15. promotion letter o) стандартний лист, циркуляр
16. sales letter p) супровідний лист
17. thank-you letter q) рекламний лист

IV. Read and translate the following text.

TYPES OF BUSINESS LETTERS

The employee in business writes many types of letters to ask for information, advice, or favours; to send information; to collect money; to apologize for a mistake; to say ‘no’ to a request that cannot be granted; to apply for a job; or to sell the company’s products or services.

Business letters, though, are written not only by the business employee. They are also written by others to conduct personal business. Parents, students, bill payers, and consumers are just a few of the others who have occasion to write personal business letters.

One could hardly name all kinds of letters written – the list is practically endless. However, the following are among those which are frequently in use.

Letters of request may also be called “please send me” letters. They are simple request for information, literature, favours, appointments, reservations and so on. Another type of a request letter is written to order merchandise or services. It is commonly called an order letter. Many large companies use a form called a purchase order, but thousands of small companies place orders for goods and services by means of letters.

Letters answering requests. Just as a business firm often writes letters asking for something from another organization, it also receives a great many letters of request. Form letters and postal cards are often used to acknowledge routine requests if the reply does not require a personal message. Letters answering requests give the letter writer an excellent opportunity for making friends and building goodwill. They are, therefore, among the most important communications in business.

Letters of complaint. However people try to avoid complaints, mistakes occur in business. And the person who has been inconvenienced or offended writes a letter in protest. These letters are called complaints, or letters of complaint. All businesses receive and send them.

Adjustment letters. Letters written in response to complaints are called adjustment letters. When the adjustment asked for is not granted (the claim may be unreasonable or unjustified), you must write the claimant a letter refusing to make the adjustment. To retain goodwill, you must always give a logical reason for the refusal. Because adjustment letters are among difficult to write, they require special understanding of people and extensive knowledge of the company the writer represents.

Credit letters. A large percentage of business transactions are handled on a credit basis. A credit letter is a document from a bank guaranteeing that a buyer's payment to a seller will be received on time and for the correct amount. Credit letters must be written in response to requests for credit. Sometimes, however, requests for credit must be declined because the applicants are not good credit risks.

Sales letters. In a sense, every letter business people write is a sales letter because it automatically becomes a showcase for the writers and their firms. A sales letter is a form of direct mail in which an advertiser sends a letter to a potential customer.

Employment letters deal with getting a position. They are written by everyone, not only by those who expect to work in business. The term “employment letters” covers many different of employment-related letters such as inquiring about a position, letters of application, letters thanking an employer for an interview, and letters of resignation.

Social-business letters. Many letters of a social-business nature are written to maintain friendly relationships with customers and business acquaintances. Typical social-business correspondence includes letters of congratulation, letters of sympathy, invitations, letters of friendship, and thank-you letters. Since they show thoughtfulness on the part of the writer, social-business letters do a great deal to build goodwill.

 

A LETTER OF COMPLAINT

A letter of complaint is one of the most popular and the most widely written types of letters because mistakes happen no matter how efficient a business firm tries to be. Complaints may be of several kinds, and may arise from delivery of wrong goods (Example 2.1), damaged goods (Example 2.2), too many or too few goods, or non-delivery (Example 2.3), etc. Even if the right articles are delivered in the right quantities, they may arrive later than expected, thus causing severe difficulty to the

 

Example 2.1

Letter of complaint

(complaint of wrong delivery)

 

R. Hughes & Son Ltd. 21 Mead Road, Swansea, Glamorgan 3ST1DR Telephone: Swansea 58441 VAT No. 215 2261 30 Telex: 881821   Mr R. Cliff, 3rd February 2012 Homemakers Ltd., 54-59 Riverside, Cardiff CF1 1JW   Dear Mr Cliff,   I have received a consignment of 6 dressing tables from you yesterday, my order No. 1695, which were ordered from your summer catalogue, Cat, No. GR154. But on unpacking them I found that six heavy mahogany-finished dressing tables had been sent, instead of the light pine-finish ones asked for.   As most of my customers live in small flats earning a moderate income it is doubtful that I will be able to find a market for larger more expensive products.   I also have firm orders for the goods asked for. Would you send someone with my consignment as soon as possible and at the same time pick up the wrongly delivered goods? Thank you.   Yours sincerely,   R. Hughes   R. Hughes

 

Example 2.2

Letter of complaint

(complaint of damage)

 

F. Lynch & Co. Ltd. (Head Office), Nesson House, Newell Street, Birmingham B3 3EL Telephone No.: 021 236 6571 Fax: 021 2368592 Telex: 341641   SatexS.p.A. YourRef: Via di Pietra Papa Our Ref: 00146Roma ITALY Date: 15 August 20—   Attn. Mr D. Causio   Dear Mr Causio,   Our Order No. 14478   I am writing to you to complain about the shipment of sweaters we received yesterday against the above order.   The boxes in which the sweaters were packed were damaged, and looked as if they had been broken open in transit. From your invoice No. 18871 we estimate that thirty garments have been stolen to the value of.150.00. And because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be sold as new articles in our shops.   As the sale was on a c.i.f. basis and the forwarding company your agents, we suggest you contact them with regard to compensation.   You will find a list of the damaged and missing articles attached, and the consignment will be put to one side until we receive your instructions.   Yours sincerely,   L. Crane L. Crane Chief Buyer  

 

 

Example 2.3

Letter of complaint

(complaint of non-delivery)

 

FORHAM VEHICLES PLC Lever Estate, Scarborough, Yorkshire Y011 3BS Directors: M. Blackburn, M.H. Thomson   Telephone 072316952 Reg. England: 8969135 Fax:072381953 VAT. 1462321 17 Telex: 437865   MrR. Zeitman Date: 20th June 20— E.F.Baden AG Zillpicher Str. 10-20 D-4000 Dusseldorf 11   Dear Mr Zeitman Order No. VC 58391   We are writing to you with reference to the above order and our letter of 22 May in which we asked you when we could expect delivery of the 60 dynamos (Artex model 55) you were to have supplied on 3 June for an export order.   We have tried to contact you by phone, but could not get anyone in your factory who knew anything about this matter.   It is essential that we deliver this consignment to our Greek customers on time as this was an initial order from them and would give us an opening in the Greek market.   Our deadline is 28 June, and the lorries have been completed except for the dynamos that need to be fitted.   Unless we receive the components within the next five days, the order will be cancelled and placed elsewhere. We should warn you that we are holding you to your delivery contract and if any loss results because of this late delivery we will be taking legal action.   Yours sincerely,   M. Blackburn   M. Blackburn

buyer and, possibly, to his customers. Then the quality of the goods may be unsatisfactory: perhaps they are not according to the sample or description on the basis of which they were ordered, or they may simply be second rate products.

If a customer is dissatisfied with the execution of his order, he will complain. In doing so he should refer clearly to the articles in question, by referring to his own order number or to that of his supplier’s invoice, or both. He should then specify the nature of his complaint, and finally state what action he wants his supplier to take.

UNIT 2

TYPES OF BUSINESS LETTERS. (LETTER OF COMPLAINT)

 

SECTION A

 



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