Prime Time 5/6, Writing, Arbeitsheft

19 •• Body of the e-mail/letter: –– Organise all the important information from the task prompt in a clear and logical way. If you want, you can add extra ideas of your own. –– Use linking words. –– Use separate paragraphs for each aspect. •• Ending: –– Say clearly what you expect from the reader of your letter. –– Sign and print your full name. Style: •• polite: This increases the chances that you may get what you ask for. •• formal Useful language: E-Mails/Letters of complaint Reasons for writing I am writing regarding … . I am writing in response to your advertisement … . I am writing to you about … . I am writing to complain about … . The reason why I am writing to you is … . Describing the problem Your advertisement/brochure promised … . In your advertisement/brochure it said that … . Unfortunately, … . However, … . Moreover, the … was supposed to be … . Asking for a resolution to the problem I look forward to your reply and a resolution to my problem. I would like you to refund my money. I would like to have my … exchanged for a new one. Please contact me at the above address. Enclosed are copies of the receipt and guarantee. How to write an e-mail/a letter of complaint •• Formal requirements –– Use the right layout (see page 17). •• Aspects to consider –– Explain the reason for writing but get to the point quickly. –– Describe the problem in detail. –– Ask for a resolution of the problem. –– Be very clear on what you expect the company to do. –– Set a time limit for the resolution of the problem. •• While writing –– Be polite. This raises the chances for you to get what you want. –– Keep in mind: The person you are writing to is not necessarily the one who has caused your problems. –– Include all your personal details (address, contact number, e-mail address, etc.) to help the company to get in touch with you. –– Use formal language. •• How to end an e-mail/a letter of complaint –– Use a closing sentence. Finish the letter respectfully. –– Match the closing line with the salutation at the beginning. –– Add your signature and print your full name. –– Give a reference to enclosures if necessary. –– Attach documents, receipts, tickets, etc. Nur zu Prüfzwecken – Eigentum des Verlags öbv