《商务英语写作》课件 GROUP9

1、LETTERS OF APOLOGYWhat is Letter of Apology?What are the principles of writing Letter of Apology?What is the format of writing Letter of Apology?THREE QUESTIONSWhat is Letter of Apology？1.In business communication,an apology letter is a written response to a complaint or claim2.In other words,it ans

2、wers the complaint with some corrections for the wrong that has been complained about3.It informs the reader that the complaint has been receive and is being properly handledWRITINGWhat are the principles of writing Letter of Apology?The principles of writing letters of apology?1. Sincere2. Direct3.

3、 Brief Empathy is the key to an appopriate apology.WRITINGWhat is the format of writing Letter of Apology?1.A thank you to the sender. 2.A show of understanding and an explanation.3.An apology if the receiver is at fault. 4.An outline of action taken to be taken.1. Complaining delayed shipment 此函为有关

4、延误交货的问题2. Reply to the complaint 关于投诉的回函HOMEWORKDear Sir or Madam,We need to inform you that our order number is 12306.On enquiry we found that the goods were not shipped until July 12 after the date of dispatching.We decided to order your goods just because you had promised to send the goods in one

5、 week.We have been put to considerable inconvenience through long delay and have to ask you to make us allowance corresponding to our loss.And there are more and more delay of shipments in recent months.As you know,we couldnt continue our cooperation under this situation.Because the terminal users h

6、ere are in urgent need of the goods,we requested your prompt shipment of them,which you accepted.However,five weeks went by before the goods arrived instead of three weeks,and we lost the best opportunity of sales.We really want you to understand the situation and look forward to fulfilling our orde

7、rs on time.Yours faithfully，Sales Department ManagerDear Sirs or Madam,Thank you for your letter in which you point out the delay of shipment. I understand the importance of delivery on time, and we have made shipment in accordance with your order No.12306 on July 12. The goods will arrive at London

8、 Airport and ETA is July 27.The delay was caused by the special season,As we all know,summer is a peak season,we cant control this situation.And we are really sorry that we didnt inform you the fact in time,Please forgive us so we can cooperate in the future.It is on account of the reasons entirely

9、beyond our control.We are glad,however,that your order will be ready for shipment next week,and we hope that they will arrive in time for the season.Please do accept our apologies to you for the delay and the inconvenience it has caused you. We hope to continue to trade with each other, and to ensure