Лингвистический фон деловой корреспонденции (Linguistic Background of Business Correspondence) — страница 12

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discovered when a machine is used. The customer is understandably annoyed. He will get better results if he takes the trouble to explain his complaint clearly, and to propose ways in which matters can be put right. His company may make mistakes too: firms often have to manage with insufficiently trained personnel or to contend with staff shortage, so mistakes and accidents happen. It is particularly necessary to exercise tact in handling complaints. A disappointed customer cannot be put off with mere apologies – he is entitled to know how the mistakes will be remedied: when he will receive the goods ordered; what he is to do with the wrong consignment or the damaged goods he received; when he will receive a replacement for his defective machine, or if it can be repaired

quickly. e.g. MATTHEWS & WILSON Ladies' Clothing 421 Michigan Avenue Chicago, III.60602 November 22, 1996 GRANT &CLARKSON 148 Mortimer Street London W1C 37D Gentlemen: Thank you for your delivery of ‘Swinger’ dresses which were ordered on November 4. However we wish to draw your attention to two matters. Of the red dresses supplied one lot of 100(size 12) included clothes of a lighter red than the other sizes. Since we deliver a collection of various sizes to each store, it would be obvious to customers that the clothes are dissimilar. In addition the red belt supplied does not match these dresses. We are returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour. As far as your charges for air

freight are concerned, we agree to pay the extra costs which you invoiced. However your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to make an adjustment to the invoice amount. Would you please send us a rectified invoice, reduced accordingly. We look forward to your dealing with these questions without delay. Very truly yours. Wilson. e.g. GRANT &CLARKSON 148 Mortimer Street London W1C 37D MATTHEWS & WILSON Ladies' Clothing 421 Michigan Avenue Chicago, III.60602 2nd December, 1996 Dear Sirs: The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible. Please accept our apologies for the oversight. We are

sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of &1,120. You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice. It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight (please see our letter of 9th November). Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596

dated 15th November 1996 is still valid, and we look forward to receiving your remittance when due. Yours faithfully, P. Burke . Part IV. Structural and lexical peculiarities of a business letter Bredgate 51, DK 1260, Sender's address Copenhagen K, DENMARK 9th May 2001 Date Sounsonic Ltd., Warwik House, Inside address Warwik Street, (Receiver's address) Forest Hill, London SE23 1JF UNITED KINGDOM Attention line For the attention of the Sales Manager Salutation Dear Sir or Madam, Please would you sent me details of your quadrophonic sound system, which were advertised in the April edition of "Sound Monthly"? Body of the letter I am particular interested in the Omega range of eguipment that you specialize in. Complimentary close Yours faithfully, Ekaterina Gadyukova

Signature E. Gadyukova (Ms) Per pro p.p. D. Sampson Company position Sales manager Enclosure Enc. 1. Structure of a business letter Sender's address In correspondence that does not have a printed letterhead, the sender's address is written on the top right-hand side of the page. In the UK, in contrast to the practice in some countries, it is not usual to write the sender's name before the sender's address. Date The date is written below the sender's address, sometimes separated from it by a space. In the cases of correspondence with the printed letterhead, it is also usually written on the right-hand side of the page. The month in the date should not be written in figures as they can be confusing; for example, 11.01.1998 means 11th January 1998 in the UK, but 1st November 1998 in