Model_Business_Letters.ppt

*Model Business Letters

by Shirley Taylor(sixth edition)

*Placing OrdersPrinted order formsMost companies have official printed order forms.

*Letter ordersSmaller companies may not have printed forms but instead place orders in the forms of letter.a) an accurate and full description of goods requiredb) Catalogue numbersc) Quantitiesd) Pricese) Delivery requirements (place, date, mode of transport, whether the order will be carriage paid or carriage forward etc) andf) terms of payment agreed in preliminary negotiations.

*Legal Position Of The Partiesa) The buyers obligationsb) The suppliers obligations

*USEFUL EXPRESSIONPlacing orderOpeningsThank you for your quotations ofWe have received your quotation of and enclose our official order form.Please supply the following items as quickly as possible and charge to our account:ClosingPrompt delivery would be appreciated as the goods are needed urgently.Please acknowledge receipt of this order and confirm that you will be able to deliver by.We hope to receive your advice of delivery by return of post.

*Acknowledging ordersOpeningThank you for your order dated We thank you for your order number and will despatch the goods by We are sorry to inform you that the gods ordered on cannot be supplied.

ClosesWe hope the goods reach you safely and that you will be leased with them.We hope you will find the goods satisfactory and look forward to receiving you further orders.We are pleased to say the that these goods have been despatched today( will be despatched in /are now awaiting collection at).

*Prompt delivery would be appreciated as the goods are needed urgently.Yours sincerelythe following items as quickly as possible. Dear Sir/Madam,

Acknowledgement of a first order*J B SIMPSON & CO LTD18 Deansgate, Sheffield S11 2BRNylon Fabrics Ltd18 Brazenose StreetMANCHESTERM60 8ASTelephone 0114345346Order no 237Date 10 December 2007Sir/Madam,(Signed)For Nylon Fabrics Ltd

*HANDLING COMPLAINTSComplaints may be necessary for several reasons, such as:

Wrong goods received Poor serviceUnsatisfactory quality of goodsLate delivery Damaged goods Price not as agreed.

*Making a written complaintDo not delay Do not assume that the supplier is automatically to blame.Avoid rudeness.In your letter:Describe the items or service you bought.Say where and when you bought the item ( or when the service was carried out) and how much it cost.Explain what is wrong, any action you have already taken, to whom you spoke and what happened.Explain what you expect to be done to rectify the situation, for example a refund or repair, or the job done again without charge.Use recorded/special delivery.Keep copies of your letters, and never send original documents or receipts.

*Dealing with a complaintIt is often said that the customer is always right. This may not always be the case, but it is sound practice to assume that the customer may be right.Acknowledge a complaint promptly. If you are unable to reply fully, explain that it is being investigated and a full reply will be sent later.

Complaint concerning damaged goods*J B SIMPSON & CO LTD18 Deansgate, Sheffield S11 2BR

Nylon Fabrics Ltd18 Brazenose StreetMANCHESTERM60 8ASTelephone 0114345346Date: 10 February 2012(Signed)For J B SIMPSON & CO LTD

/Madam

*Reply (Adjustment letter)Nylon Fabrics Ltd18 Brazenose StreetMANCHESTERM60 8ASJ B SIMPSON & CO LTD18 Deansgate, Sheffield S11 2BRDate: 17 February 2012Sir/Madam(Signed)For Nylon Fabrics Ltd

*CHECKLISTMaking ComplaintAct promptlyShow restraint in your wording the supplier may have a good defence.State the facts briefly, exactly and clearly.Avoid rudeness. Suggest desired results/action.

*CHECKLIST ContinueResponding to a complaintInvestigate the matter promptlyShow understanding and empathyIf unreasonable, be firm but polite, and try not to offend.If you are at fault, express regret and admit it.Explain how the matter will be put right or has been rectified.Never blame staff.Provide extra effort, information or compensation if appropriate.Give personalised attention.Thanks the person again for writing.Reassure the customer of future good service, to build loyalty.

*USEFUL EXPRESSIONSLetters of complaintOpeningThe goods we ordered from you on have not yet been delivered.Delivery of the goods ordered on is now considerably overdue.We regret having to report that we have not yet received the goods ordered onWe regret to report that one of the cases of your consignment was badly damaged when delivered onWhen we examined the goods despatched by you on we found thatWe have received a number of complaints from several customers regarding the supplied by you on..

*USEFUL EXPRESSIONS ContinueUseful central phrasesI am very unhappy withThis situation is causing us a great deal of inconvenience.This standard of workmanship is not what I have come to expect from you.I felt you would wish to know about this.I am sure you will wish to look into this and find out what happened.I am used to good quality from

*USEFUL EXPRESSIONS ContinueCloses:Please look into this matter at once and let us know the reason for this delay.We hope to hear from you soon that the goods will be sent immediately.We feel there must be some explanation for this delay and await your prompt reply.We hope to learn that you are prepared to make some allowance in these circumstances.I hope to receive a complete refund soon.

*Replies to complaintsOpeningWe are concerned to learn form your letter ofthat the goods sent under your order numberdid not reach you until.I am sorry that you have experienced delays in the delivery ofI am very sorry to hear about in your letter ofThank you for your letter of , which has given us the opportunity to rectify a most unfortunate mistake.We wish to apologise for the unfortunate mistake pointed out in your letter of

*Replies to complaints ContinueUseful central phrasesWe appreciate the opportunity to clarify this issue.From your comments it is obvious that on this occasion a mistake was made.You have rightly pointed out thatIn the circumstances I feel we should make amends for the inconvenience caused.Due to an oversight.It is unfortunate thatI am, sorry about the distress this caused you.

*Replies to complaints ContinueClosesWe assure you that we are doing all we can to speed delivery and offer our apologies for the inconvenience this delay is causing you.We hope you will be satisfied with the arrangements we have made.We trust these arrangements will be satisfactory and look forward to receiving your future orders.We regret the inconvenience which has been caused in this matter.We apologise once again for the unfortunate mistake and can assure you that a similar incident will not occur again.As a gesture of goodwill I am pleased to encloseThank you once again for taking the time to write to us.