职通商务英语(第二版)综合教程2Unit10-3
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A Letter of Appreciation
Letter head, usually omitted Date, sometimes on the top right of the letter November 10, 2014
Inside address
John Doe Co. 1003 Anystreet Cavan IRELAND
Writing Tips for a Letter of Appreciation
State what you appreciate Avoid unrelated information Be brief, warm, and sincere Handwrite personal note
Sample
Practice
Now suppose that you were a general manager of EVA Airlines. One of your customers writes you a complaint letter, telling you that he was mistreated by one of your flight attendants. In his letter, he provides you with several suggestions, showing you how to improve your airline’s service. Write a letter to express your appreciation.
Unit 10 Customer Relationship Management
Business communication
Listening & Speaking
Session 3
Business Communication
Letters of Appreciation
Tips Sample Learning Practice
Salutation, using Dear sir or madam if don’t know concrete addressee
Text, content appreciation of
Complimentary closing, sometimes omitted in informal letters Signature
Suggested answer
July 22, 2015
Dear Sir, Thank you for your letter concerning services of our company. We have investigated what you mentioned that you were mistreated by one of our attendants and realized that it’s the fault of our side, for which, we‘d like to make an apology, and ensure the same incident repeat.
Sincerely yours, Edward General manager of EVA Airlines
Listen & Speak
Approaching Customers
Listening Communication skills Speaking
Practice
Listening
Task 1 Taห้องสมุดไป่ตู้k 2
Dear Mr. Graham, Please accept my thanks for the informative and very enjoyable day you provided me when I visited the Cavan plant. I have just written Mr. Smith also to express my appreciation for the courtesies extended to me, and to tell him how impressed I was with the breadth of your knowledge. I could not have had a better guide or a more delightful host. Best wishes, Bill
1Here are some suggestions made by an advisor on how to approach customers. Listen carefully, and then try to finish the following questions.
1 What is the first of two things that should be done before approaching customers? A clearly defined description of the product or _________________________________________ service you sell must be constructed. _________________________________________
Meanwhile we appreciated some suggestions you gave to our flight services which are definitely helpful to improve our services. We will adhere to “customer first, service foremost” to serve our clients. We look forward to you taking flights of our company again.
Letter head, usually omitted Date, sometimes on the top right of the letter November 10, 2014
Inside address
John Doe Co. 1003 Anystreet Cavan IRELAND
Writing Tips for a Letter of Appreciation
State what you appreciate Avoid unrelated information Be brief, warm, and sincere Handwrite personal note
Sample
Practice
Now suppose that you were a general manager of EVA Airlines. One of your customers writes you a complaint letter, telling you that he was mistreated by one of your flight attendants. In his letter, he provides you with several suggestions, showing you how to improve your airline’s service. Write a letter to express your appreciation.
Unit 10 Customer Relationship Management
Business communication
Listening & Speaking
Session 3
Business Communication
Letters of Appreciation
Tips Sample Learning Practice
Salutation, using Dear sir or madam if don’t know concrete addressee
Text, content appreciation of
Complimentary closing, sometimes omitted in informal letters Signature
Suggested answer
July 22, 2015
Dear Sir, Thank you for your letter concerning services of our company. We have investigated what you mentioned that you were mistreated by one of our attendants and realized that it’s the fault of our side, for which, we‘d like to make an apology, and ensure the same incident repeat.
Sincerely yours, Edward General manager of EVA Airlines
Listen & Speak
Approaching Customers
Listening Communication skills Speaking
Practice
Listening
Task 1 Taห้องสมุดไป่ตู้k 2
Dear Mr. Graham, Please accept my thanks for the informative and very enjoyable day you provided me when I visited the Cavan plant. I have just written Mr. Smith also to express my appreciation for the courtesies extended to me, and to tell him how impressed I was with the breadth of your knowledge. I could not have had a better guide or a more delightful host. Best wishes, Bill
1Here are some suggestions made by an advisor on how to approach customers. Listen carefully, and then try to finish the following questions.
1 What is the first of two things that should be done before approaching customers? A clearly defined description of the product or _________________________________________ service you sell must be constructed. _________________________________________
Meanwhile we appreciated some suggestions you gave to our flight services which are definitely helpful to improve our services. We will adhere to “customer first, service foremost” to serve our clients. We look forward to you taking flights of our company again.