1. ETI 301 Business Correspondence-III Neslihan Kansu-Yetkiner

2. When we receive a letter of complaint  A) Accepting a Complaint (apology for fault)

3.  Your Contact Information: Your Name Your Address Your City, State, Zip Code Your Phone Number Your Email Address  T Date  Ref: Business Contact Information: Name Title Organization Address City, State, Zip Code  Salutation: Dear Mr./Ms. Last Name,  First Paragraph: The first paragraph of your letter should state what you are apologizing for, give as much detail about the situation as possible and take full responsibility.  Middle Paragraph: Explain your role in the situation and ask for forgiveness. Promise that it won’t happen again, and if applicable, what steps were implemented to prevent the problem from occurring again.  Final Paragraph: Again, apologize for the inconvenience. If possible provide a form of restitution such as a discount on the current or future transaction.  Complimentary Close:  Respectfully yours,  Signature:

4. Letters of Apology - We regret that our goods do not meet with your approval. -We do apologize for providing you faulty goods. -We must apologize for the delayed arrival of our goods. -I do apologize for any inconvenience this process may have caused and we do thank you for being patience. -we do apologize for the delay and inconvenience this may cause.  We must apologise for …  We sincerely apologise for …  Please accept our apologies for …  I would like to apologise for the error made by our company in (verb+ing)

5. Proposal to settle the difficulty

6.  1711 Price Street  Rockford, IL 61111   March 19, 2007  Ref: 27/2011-DPT   Mr. Steve Reavis  225 Gilbert Road  Loves Park, IL 61111  Subject: Your last order   Dear Mr. Reavis:   I would like to apologize for the mix-up on your last order.  We recently hired a new sales person who was not familiar with your systems. We have corrected your order and shipped it out this morning.  We have applied a 10% discount on your order, and again apologize for any inconvenience this may have caused you.   Sincerely,   Signature  Gerald Belknap  Customer Serivce Manager 

7. Searching for the subject of complaint  We have instructed our representatives,…… to inspect the case.  -We are await of a report from our representatives  -You will hear from us as soon as possible.

8.  Dear Ms. Farbrow,  We were distressed to learn that the order we delivered to you last month was not satisfactory because the swivel ball rollers on 8 of the office chairs were defective and much too tight.  I have personally inspected the 14 similar chairs we still have in our warehouse stock and found that all but 3 of them have the same problem. Our repair technician tried to adjust them and came to the conclusion that the defect lies in the tooling of the part itself, not in the installation or alignment.  I have contacted the manufacturer and described the problem. He is shipping us replacements, which we will deliver to you immediately upon receipt. Unfortunately, this will take a week. I apologize sincerely, both for the faulty products and for the delay, since it is our aim to achieve customer satisfaction with each and every order we ship.  Cordially,

9. Rejection of the fault Rejecting responsibility for the problem leading to the complaint I regret to inform you that … I am afraid that … Unfortunately, I must point out that … Reasons for the rejection This is because the guarantee period has expired. This is due to the fact that the guarantee period has expired.

10. Ref: 23/2011-BA-3 Dear Mr Wong Order No. 2639/L Subject: Reply to your letter fo compaint Please accept our apologies for the error made by our company in filling your order no. 2639/L dated Friday, 31 December 2010. You ordered 12,000 size Ultra super-long-life premium batteries, but our dispatch office sent 1,200. This was due to a typing error. The balance of 10,800 batteries was delivered by express courier to your store this morning and will arrive by Wednesday, 12 January 2011. Since we value your business, we want offer you a 10% discount off your next order with us. We look forward to receiving your further orders and assure you that they will be filled correctly. Yours sincerely David Choi Distributions Manager

11. Dear Mr Wong Thank you for your letter of Friday, 31 December 2010 regarding your order no. 2639/L. We understand that this is a difficult situation for you. We have investigated the situation, and found that you ordered 12,00 size Ultra super-long-life premium batteries. Please see the enclosed copy of your order form. Our dispatch office therefore sent 1,200. If you need the remaining batteries urgently, the balance of 10,800 batteries can be dispatched today by express courier to your store and would arrive by Wednesday, 12 January 2011. Please phone me at the number given above if you would like to order these batteries. We look forward to receiving your further orders. Yours sincerely David Choi Distributions Manager Encl: - Order Form No. 2639/L

12. To be continued