Expanding your business
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- Bu səhifədəki naviqasiya:
- 6.5 Writing – CANCELLATION.
- 6.6 Reading – A LETTER OF COMPLAINT.
71 WHILE-LISTENING ACTIVITY 1 While you are listening to the conversation, take notes. WHILE-LISTENINGACTIVITY 2 Below you have your monthly planner. On the basis of the dialogue heard and your notes, correct it. First write the newly suggested dates and then adjust those dates according to client’s wishes if needed. The first one has been done for you. (Coloured in blue) 31 th - Monday 1 st - Tuesday 2 nd – Wednesday 3 rd – Thursday 4 th – Friday 5 th – Saturday 6 th – Sunday 7 th – Monday 8 th – Tuesday 9 th – Wednesday 10 th – Thursday 11 th – Friday 12 th – Saturday 13 th – Sunday 14 th – Monday Smith – 4pm 15 th - Tuesday 16 th – Wednesday Smith – 2pm 17 th – Thursday Smith – 9am 18 th – Friday Smith – 5pm 19 th – Saturday 20 th – Sunday 21 th – Monday 22 th - Tuesday Smith – 10am 23 th – Wednesday 24 th – Thursday 25 th – Friday 26 th – Saturday 27 th – Sunday 28 th – Monday 29 th - Tuesday 30 th – Wednesday 1 st – Thursday 2 nd – Friday 3 rd – Saturday 4 th – Sunday POST-LISTENING ACTIVITY Think of different types of conversations on the telephone (business call...). With your neighbour enumerate a few ways of answering the telephone by using most common expressions. How about ending a conversation? Discuss how you say good-bye politely and think of a few expressions which are usually used in such a situation. 72 6.4 Vocabulary – FORMAL LETTERS. If your plans change a few days prior to the appointment, you can also write your client a letter. It might be also a good idea to send a letter to the client that Mia has just talked to on the telephone and remind her of the rescheduled appointment. When writing a formal letter in English, you have to be very careful about the special layout. However, not only the layout of the letter is important, but you also have to be very careful about your style of writing in order not to sound too impolite. Write some polite phrases which you would use when apologising. ........................................................................................................................ ........................................................................................................................ ........................................................................................................................ ........................................................................................................................ ........................................................................................................................ ........................................................................................................................ ........................................................................................................................ 6.5 Writing – CANCELLATION. After studying the basic letter layout and the typical formulaic expressions which may appear in a letter, write a letter to Mrs. Smith. Write to Mrs. Smith to remind her of the new date of the appointment. On the basis of the previous conversation and notes you made, write a letter of apology where you include: an introduction explaining the situation again, the old and the newly fixed date, apology, a special offer to compensate for the inconvenience. 6.6 Reading – A LETTER OF COMPLAINT. When dealing with clients, not only cancellations, but also complaints are an inevitable part of the business. Mia got a letter of complaint yesterday from a client claiming she had had an allergic reaction after the treatment. 73 PRE-READING ACTIVITY What kind of reaction do you think the lady could have got after a facial? Do you think she blames the staff of the salon for this? WHILE-READING ACTIVITY Read the letter of complaint and try to anticipate what the letter says next by answering the questions as you read. Zidanškova Street 5 3000 Celje Dear Mrs. Mia. I am writing to inform you of the unpleasant situation I found myself in after the treatment. On Saturday I had a facial done in your salon. Besides many other questions, your receptionist also asked me if I was allergic to anything. Never having had problems with my skin I told her that I am not allergic to anything and that I had also never experienced any problems despite using a large variety of creams and beauty products. When do you think the client started to experience the problems? What kind of problems do you think she had? After the treatment, which was pleasant and enjoyable, my skin felt smoother and it all seemed to be fine. When I came home, however, I saw some red spots under my eye-brows. In addition to that, my eye-lids also felt a bit swollen. What do you think the client believes this might be? Do you think she blames the staff for this situation? I do not know what this is, but I assume it is some kind of allergic reaction to your products. I have never had problems with any creams so far, that is why, this came as a real shock to me. I was certain nothing could go wrong, especially because your employee was very friendly and explained the whole procedure to me. What do you believe she wants to have in return? Having experienced all these problems, I believe it is only fair of you to refund me the money for the treatment, because I firmly believe this is the fault of your products. I would like this matter to receive your immediate attention and contact me on the above address. Yours sincerely, Donna Allison Yüklə 3,84 Mb. Dostları ilə paylaş:
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