43 Study the set phrases a–m below and answer the questions. 1 Would you use them as an opening (O) or closing (CL) statement? 2 Do you think they come across as rather mild or determined ? (Sometimes both may be the case.) a I hope this matter can be dealt with promptly. CL b I insist on a full refund. c I am writing to express my total dissatisfaction with … d I regret that I must write to express my disappointment about … e I hope you will take my comments into consideration. f I look forward to your quick reply. Should you require any further information, please contact me at … g I am writing to draw your attention to … h I look forward to receiving an apology. i I hope you can give me a refund. j I can be reached by phone at … at any time or by email at … k I am writing to express my frustration at … l I would like to have this problem solved quickly. If I do not hear from you within 10 days, I will have to contact … m I feel completely misled and therefore … 18 The online shop CaseComp is advertising fabulous cases for all kinds of mobiles at reasonable prices. You ordered one, but the case you got is not what you expected. You have decided to write an email to the manager (Dear Sir or Madam) of CaseComp, based on the notes you have made. In your email you should: explain why you ordered a case from CaseComp describe the problem suggest what CaseComp should do Write around 200 words. Get feedback on your email and add the revised version to your learning portfolio. WRITING 19 a See Writing coach, Formal email, p. 182. b Writing an email of complaint Have you ever been unhappy with a product you have bought? What happened and what did you do about the problem? Make some notes, then talk to a partner for about a minute. This is how you can write an email of complaint if you have a problem with something you have bought. Highlight the things which are new to you. STRATEGIES 17 a b Subject/Re: Short information about your complaint (e.g. Complaint about malfunctioning watch). Salutation: Formal and polite (e.g. Dear Sir or Madam). Reasons for writing: Say why you are complaining (e.g. I wish to complain about …, which I bought at [name of the shop] on [date]). Main body: − Be as clear and specific as possible. What exactly are you complaining about? Why? Justify your complaint. Provide details to help the recipient understand the problem. − Explain what you expect to happen, what should be done about your complaint. Do you expect an apology, a replacement or a refund? Use formal and polite language, especially if you are asking for compensation. Closing: Formal and polite (e.g. I look forward to your prompt response). Sign-off: Give your full name. Notes - more expensive than advertised - quality? - broke when put on phone! Nur zu Prüfzwecken – Eigentum des Verlags öbv
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