Summary
In this chapter, you learned how to write difficult
letters.
Hopefully, you now understand that - to achieve the right
tone - you sometimes need to do more than write courteous sentences. You may
also need to structure the letter in an appropriate way.
In this chapter, you learned the appropriate structure -
or pattern - for three kinds of difficult letters:
l
persuading a
customer to accept your suggestion
l
refusing a
customer's request
l
responding to
a customer's unjustified complaint.
You can review these patterns in the Summary
Exercise.
Summary Exercise
In this chapter, you learned how to write three types of
difficult letters.
In the following exercise, you can quickly review the
appropriate structure for each type of difficult letter.
Complete the following patterns by
l
identifying
the type of difficult letter you use the pattern for
l
inserting the
missing part in the pattern itself.
|
A |
|
1) Pleasant
introduction, with empathy |
|
2) Complete explanation of the
situation |
|
3) |
|
4) Advice or suggestion |
|
5) Polite close, with offer of
help |
|
B |
|
1) Pleasant
introduction, with compliment |
|
2) |
|
3) Advice or suggestion |
|
4) Polite close, with offer of
help |
|
C |
|
1) Pleasant
introduction, with compliment or empathy |
|
2) Reasons for the reasons for the
refusal |
|
3) Refusal |
|
4) |
|
5) Polite close, with offer of
help |
a. Persuading a customer
b. Refusing a request
C. Responding to unjustified complaint
d. Reasons for / benefits of
suggestions
e. Refusal of request / compensation
f. Advice or suggestion
|
Answer |
|
Responding to unjustified complaint |
|
1) Pleasant
introduction, with empathy |
|
2) Complete explanation of the
situation |
|
3) Refusal of request /
compensation |
|
4) Advice or suggestion |
|
5) Polite close, with offer of
help |
|
|
|
Persuading a customer |
|
1) Pleasant
introduction, with compliment |
|
2) Reasons for / benefits of
suggestions |
|
3) Advice or suggestion |
|
4) Polite close, with offer of
help |
|
|
|
Refusing a request |
|
1) Pleasant
introduction, with compliment or empathy |
|
2) Reasons for the reasons for the
refusal |
|
3) Refusal |
|
4) Advice or suggestion |
|
5) Polite close, with offer of
help |
Well Done!
You've now completed Chapter
7!
By now you should be able to write letters in which you
l
persuade a
customer to accept your suggestion
l
refuse a
customer's request politely
l
respond to a
customer's unjustified complaint.
Remember to use the patterns you learned in this chapter
whenever you need to write these types of letters.
In the next chapter, you'll learn how to improve your
letters with a final edit.
See you there!
（來源：中國物流論壇 實習生江巍 英語點津 Annabel 編輯）
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