writing business email

Globish English Course copyright © 2016 All right reserved

CEFRA2-B1

Business Email Writing

A0

A1

A2

B1

B2

Beginner Intermediate Advanced

All curriculums are developed according to Common European Framework of Reference Standard (CEFR)


CEFR A2-B1

Course Outline

Lesson 1

Lesson 2

Lesson 3

Lesson 4

Lesson 5

Lesson 6

Lesson 7

Lesson 8

Lesson 9

Lesson 10

Lesson 11

Lesson 12

Business Emails

Enquiry Emails & Reply Emails

Claim Emails & Adjustment Emails

Appointment Emails

Sales Emails and Follow-up Emails

Order Emails

Acknowledgement Emails

Announcement Emails

Appreciation Emails

Job Application Emails

Personnel Emails

Formal & Informal Language Uses


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Lesson 1

● enquiry and reply emails

● claim and adjustment emails

● appointment emails

● sales and follow-up emails

● order emails

● acknowledgement emails

● announcement emails

● appreciation emails

● job application emails

● personnel emails

Business Emails

Common Types of Business EmailsA

"Good writing is clear thinking made visible." – William Wheeler (journalist and author)


Overall Structure of an EmailB

i. Heading

ii. Part of a Business Letter and a Business Email

There are four main types of business email layouts, as follows:

1. emails written in the style of formal business letters2. emails written in the style of informal letters3. email exchanges in the style of phone calls4. email responses written in a very concise or informal way.

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Typical Model for a Business Email

1. Subject Line

Your email subject line should:

1) be about six to eight words

2) be clear and specific

3) be title-case or sentence-case capitalized

4) indicate if you need a response

5) set a deadline or create urgency

Jack Wilson Following Up on Sales Position

Request for Information on New Products

Requesting new product idea submissions — Due

Jan 16

Meeting about new policies next week?

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2. Salutation

There are three main types of salutations, as follows:

1) salutations used when you know the recipient’s

name

Dear [title] [last name]

Dear [title] [first name] [last name]

Dear Mr. Brown

Dear Mrs. Collins

Dear Ms. Alexis Brown

Dear Miss Kaylee Marshall

*You should use ‘Ms.’ when you do not know if the woman

is married or single.

2) salutations used when you do not know the recipient’s name

Dear Sir or Madam

Dear Sir / Madam

To Whom It May Concern

3) salutations used when the recipient is your

friend or acquaintance

Dear [first name]

Dear John

Hi Sarah

Note: American and British English use different punctuations.

British English: Dear Sir or Madam,

American English: Dear Sir or Madam:

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3. Complimentary Closing

The complimentary closing depends on the salutation used in the opening, as follows:

1) a complimentary closing used when the addressee is named

Dear Mr. Brown, Yours sincerely,

2) a complimentary closing used when the addressee is not named

Dear Sir or Madam, Yours faithfully,

3) closing used in casual business emails Regards,Best regards,

Tips:

- Use headings, lists, and bold type

- Avoid underlining

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Before writing your email, you have to think about your readers.

1) Who are my readers?1. Right amount of information2. Right technical level 3. Avoid ‘gobbledygook’

2) Plan your email

Your reader will take about 20 seconds to decide: • what the email is about• Whether it applies to them

1. Purpose (20-second rule)• Relevant?• Important message

2. Background or Explanation• Necessary background information• Avoid repeating information

3. Details• Necessary details

4. What next?• Tell your readers next steps in terms of who,

what, and when.

iii. Last Steps before Writing Your Email

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Lesson 2

An enquiry email (or inquiry email) is an email that is sent in order to ask for some information. It is commonly about:• quotation (price list)• product sample• catalogue• terms and conditions• availability of goods• delivery information

Generally, an enquiry email has three parts, as follows:1. Referring to source of information and showing your

interest2. Saying what you want3. Polite ending

Enquiry & Reply Emails

Part of an Enquiry EmailA

“Curiosity is, in great and generous minds, the first passion and the last.”– Samuel Johnson (poet and writer)


i. Referring to source of information and showing your interest

Telling where you get the information

- I read an article in _____ about ______- I saw your advertisement in _______ (dated ________)- With regard to the information learned from _________

Telling your reader about your company’s business

- Our company is _________- We are __________

ii. Saying what you want

- Could you please _________?- Please send us _________- We would appreciate ___________

iii. Polite ending

- We are looking forward to ___________- We look forward to ___________- I hope to ___________- Thank you for ___________

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There are three main parts and one optional part of a reply email, as follows:1. referring to the prior email2. providing information requested3. giving any additional necessary information (optional)4. polite ending

i. Referring to the prior email- With reference to ________- Thank you for ___________- We are pleased to receive your enquiry.

ii. Providing the information requested- We are pleased to send you __________- We have the pleasure to ___________

iii. Giving any additional necessary information (optional)

This is the part that you can give any other information such as special offers or news.

iv. Polite ending

- If we can be of any further help or service to you, please do not hesitate to contact us.

- We are looking forward to hearing from you shortly.

- We look forward to having the opportunity to be of service to you and doing further business with you.

Part of a Reply EmailB

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Common types of Enquiry EmailC

i. Requesting for a quote

Request for a Quote Dear Sir or Madam: I saw your advertisement in Tourism Authority of Thailand dated December 8, 2017. I am interested in your special program to Japan as my institution is planning a work visit for 20 – 30 people during the month of March. Please send me your illustrated brochure and a quote for your tour packages. Thank you for your prompt reply. Yours faithfully,Malinee Ladda

Re: Request for a Quote Dear Ms. Malinee Ladda: Thank you for your email of December 26, 2017. We are pleased to send you an illustrated brochure, a quote, and any other information needed. Currently these tours are extremely popular. We suggest that you make a reservation as early as possible. If we can be of any further help or service to you, please do not hesitate to contact us. Yours sincerely,Chad DitschSales Manager

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ii. Asking for discounts

Product Discounts

Dear Sir or Madam,

We were impressed by the selection of trousers that were displayed on your stand at the “Menswear Exhibition” that was held in Bangkok last month. We are a large chain of retailers and are looking for a manufacturer who could supply us with a wide range of trousers for the teenage market.

As we usually place very large orders, we could expect a quantity discount in addition to a 20% trade discount off net list prices.

If these conditions interest you, and you can meet orders of over 500 garments at one time, please send us your current catalogue and price list.

We hope to hear from you soon.

Yours faithfully,Louise CraneChief Buyer

Re: Product Discounts

Dear Mr. Crane,

We are pleased to receive your enquiry and to hear that you are interested in our range of trousers. There would certainly be no trouble in supplying you from our wide selection of garments which we make for all age groups.

We can offer you the quantity discount you asked for which would be 5% off net prices for orders over US$3,000, but the usual allowance for a trade discount in China is 15%.

We enclosed our summer catalogue and price list quoting prices CIF London, and we do hope we can reach an agreement on the terms quoted.

Thank you for your interest. We look forward to hearing from you soon.

Yours sincerely,Kelly Moore

Adapted from: http://course.sdu.edu.cn/G2S/eWebEditor/uploadfile/20131201180129005.pdf

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iii. Asking for clarification

Employment Contract

Dear Mr. Harrison,

You may recall that we met last week at CIEE meeting. In the course of conversation, you mentioned that you were looking for a fixed-term contract financial planner.

Just a quick email to inform you that there are a number of staff available. However, in order to provide you with more details, please supply us with more information about your employment contract.

Please contact me if I can be if further assistance.

Yours sincerely,Rebecca Jones

Re: Employment Contract

Dear Ms. Jones,

Thank you for your email, and I am delighted to hear that from you. I am attaching the employment contract detail at your request.

Thank you once again for your assistance.

Yours sincerely,David Harrison

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Language Notes & VocabularyD

i. Referring to the prior email

Introduction (referring to source of information)- I recently read your article / advertisement …- I was given your name by [name] who suggested that …- You may recall that …- I saw your advertisement … and I am interested in …

Requesting for something- Please send me …- Would you please send us your …?- I would be grateful if you could …- I would appreciate it if you could …

Ending- I look forward to [-ing]- I am looking forward to [-ing]- Thank you in advance.

Reference- Thank you for your email of [date]

- I have received your email of [date]

- Re your email …

- With reference to …

Providing documentation

- I am enclosing / attaching …

- I enclose / attach …

- Please find enclosed / attached …

Giving good news

- I am delighted to inform you that / hear that …

- You will be delighted to hear that …

Giving bad news

- I regret to inform you that

- Unfortunately, …

- I am afraid ….

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Vocabulary

assistance (n.) help

brochure (n.) a type of small magazine that contains pictures and information on a product

contact (v.) to communicate with someone

contract (n.) a legal document that states and explains a formal agreement

dispatch (v.) to send something

discount (n.) a reduction in the usual price

enquire (v.) to ask for information

prompt (adj.) quick or alert

quotation (n.) price list

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Lesson 3

Generally, a claim or complaint email is about:

- invoicing errors- missing goods- delayed deliveries- damaged goods- unsatisfied service- delayed contact

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Claim & Adjustment Emails

“Customers may forget what you said but they’ll never forget how you made them feel.”

– inspired by Maya Angelou (poet and activist)


There are six parts of a claim email, as follows:

1. addressing the letter to the right person2. explaining the problems in detail3. explaining your loss or inconvenience (optional)4. stating your reaction (optional)5. requesting some actions or suggesting a solution6. showing your appreciation / expecting a reply / polite ending

i. Addressing the letter to the right person- Sales manager- Claim manager- Customer service department

ii. Explaining the problems in detailIn this part, you should state the reason for writing and include necessary details to identify your claim (dates, order numbers, reference number, etc.).- I am writing with reference to ___________ because ____________- I am writing to complain about ___________

iii. Explaining your loss or inconvenience (optional)- The delay caused an inconvenience not only to me but also to my customer, client, etc.- Failure to receive the goods on time caused our company a serious inconvenience.

Part of a Claim EmailA

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iv. Stating your reaction (optional)- I am returning them under a separate cover.

v. Requesting some actions or suggesting a solution- I would be grateful if you could _________- Please ___________

vi. Showing your appreciation / expecting a reply / polite ending- Thank you for your assistance.- I appreciate your assistance.- Thank you for your cooperation.

There are four parts, as follows:1. acknowledge correspondence2. apology3. solve the problem4. polite ending

i. Acknowledge correspondence- Thank you for your email of __________- In reply to your email of __________- In response to _________

Part of an Adjustment EmailB

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ii. Apology- We are sorry to hear that ______________- I am writing to apologize for ____________- I regret that ______- Please accept our apologies for _________

iii. Solving the problem- Our policy is to ______________- We will ______________

iv. Polite ending- We look forward to ____________- Do not hesitate to contact us again if you require further assistance.- If you have any further questions, please contact me.

i. Wrong merchandise

Common Types of Claim and Adjustment EmailsC

Wrong Merchandise (KB56201) - URGENT

Dear Mr. Wendle:

I am writing this email to complain about the wrong merchandise, with reference to order no.

KB56201.

I have today received your products. I was disappointed to find that you sent us a model we

did not request. We ordered uniforms No. 21 in quantities of 320, but you sent us uniforms

No. 53 instead. This has caused us major problem since we cannot dispatch the goods to

our stores on time.

It is the utmost importance that you could send us the goods within this week. We will send

the goods back to you as soon as the new goods arrive.

We look forward to hearing from you and doing further business with you.

Yours sincerely,

Wilson Hinson

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Re: Wrong Merchandise (KB56201) - URGENT

Dear Wilson Hinson:

In reply to your email of December 21, 2017, I am writing to apologize for our error. New

corrected products are being sent to you by EMS; you should receive them tomorrow.

We are sorry for any inconvenience we have caused you. We look forward to being of

service to you in the future.

Yours sincerely,

John Wendle

ii. Invoice errorsInvoice Errors (062341)

Dear Sir or Madam,

I am writing to complain that your last invoice sent to us on 5 January, 2018, invoice

number 062341, does not have the correct item name and amount correctly listed.

Please recheck the original order document and send us a correct invoice as soon as

possible.

Thank you in advance.

Yours faithfully,

L. Smith

Re: Invoice Errors (062341)

Dear Mr. Smith,

In response to your email concerning about the last invoice we sent to you, I apologise

for the mistake we have made. We investigated the matter and admit the mistake was

ours.

We are canceling that invoice and are sending you a new one with the correct amount.

Do not hesitate to contact us again if you require further assistance.

Yours sincerely,

Andrew Reynolds

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iii. Unsatisfactory service

Complaining about your poor service

Dear Sir or Madam:

I am writing to complain of the poor service I experienced at your hotel on November 14,

2017.

Last month, I booked seven rooms online for my company's work visit and paid the deposit

suggested on email (ref. no. G32091). However, the receptionist informed me that day that

there were no rooms available for my company despite the reservation. Your staff did not

suggest any possible solutions and even said "There's nothing we can do".

Your staff's recklessness caused serious inconvenience to our company because we had to

waste our two hours looking for another local hotel. We were unable to show up at the

meeting on time. In addition, it took almost a week for your hotel to give us the refund.

I would appreciate it if you could take a responsibility for this inconvenience.

I look forward to hearing from you.

Yours faithfully,

Mary Hinson

Re: Complaining about your poor service

Dear Ms. Hinson,

I received your complaint email dated 21 November 2017. We wish to assure you that we

did everything in our power to minimize the consequences for all customers. Please accept

our sincere apologies for the problems you experienced at our hotel.

Our policy is to keep our customers satisfied and in this case, unfortunately, we failed to do

so. I investigated the case and found that it was a technical problem due to the booking

system and I am looking into it to ensure it does not happen again.

I would like to offer you a 30% discount for the next time you visit our establishment. I also

enclose a free voucher for our half-day conference package.

We hope that you will take advantage of our offer. We look forward to seeing you soon.

Yours sincerely,

Sarah Ginger

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Making complaintsa) Delay

- The products we ordered from you on January 12, 2018

arrived two weeks late.

- We are writing to inform you that we still haven’t

received the products ordered on [date].

b) Damage

- We are sorry to report that one case of our

consignment was severely damaged when delivered on

[date].

c) Quality

- When we examined the goods dispatched by you on

[date], we found that they were not up to standard.

Expressing disappointment

- I was disappointed that …

Expressing urgency and necessity

- You must / have to …

- It is of the utmost importance that …

- It is important / essential that …

- … at your earliest convenience

- … without further delay

- … as soon as possible

- … by Friday

Ending

- We would be glad if you could look into the matter at

once and let us know the reason for the delay. An

explanation of this delay will be appreciated.

Language Notes and VocabularyD

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- We look forward to receiving the replacement

within this week.

- Thank you for your assistance.

- Thank you in advance.

Acknowledging correspondence- Thank you for your email of [date]

- I have received your email of [date]

- Re your email …

- With reference to …

Apologizing

- I am sorry that …

- I apologize for …

- Please accept our apologies for …

- I regret that …

Giving assurance

- I assure you that …

- I give you my assurance that …

- You may rest assured that …

- I will do my utmost to ensure that …

Ending

- Do not hesitate to contact us again if you require

further assistance.

- If you have any questions, please contact me.

- Let me know if you need any more help.

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Vocabulary

admit (v.) to allow or concede as valid

assurance (n.) a positive declaration intended to give confidence:

assure (v.) to declare earnestly to; inform or tell positively; state with confidence to:

consignment (n.) property sent to an agent for sale, storage, or shipment.

convenience (n.) the quality of being useful, easy, or suitable for someone

delay (n.) a period of time by which something is late or postponed.

dispatch (v.) to send off or away with speed, as a messenger, telegram, body of troops, etc

examine (v.) to inspect or scrutinize carefully

investigate (v.) to examine, study, or inquire into systematically

replacement (n.) a person or thing that takes the place of another.

severely (adv.) to an undesirably great or intense degree.

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Lesson 4

There are six parts of appointment emails, as follows:1. referring to prior conversation or email 2. stating purpose(s) of the writing3. explaining about the appointment 4. asking for information5. offering assistance6. polite ending

i. Referring to prior conversation or email - You may recall that___________- With reference to our conversation on [date]- Regarding the conversation we had earlier, __________

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Appointment Emails

“If you make more appointments with quality people, you will have less disappointments with non-quality people.”

– Robert J. Braathe (a writer and business trainer)

Part of an Appointment EmailA


ii. Stating purpose(s) of the writing

- I am writing this email to arrange a meeting.- I am writing to postpone our meeting.- Just a quick email to arrange a meeting.

iii. Explaining about the appointment - The purpose of the meeting is to discuss___________- The meeting room won't be available at that time.

iv. Asking for information / confirmation- Please let me know your availability.- Please confirm if you are available________- Let me know the schedule is convenient for you.- If I hear nothing to the contrary, I shall assume that ______

v. Offering assistance- If you have any questions about the meeting, contact

me_________- Do not hesitate to contact me if you need any help.

vi. Ending- I look forward to seeing you soon.- I am looking forward to hearing from you and arranging a

meeting.A

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i. Arranging an appointment

Common Types of Appointment EmailsB

Launching New Ads Meeting Request – KII Company

Dear Mr. John Jackson:

I am writing with regard to our earlier discussion about launching an ad

campaign for your new product – our company has an impressive portfolio

with successful stories of products quite similar to yours and we would be

glad to set up a meeting where we can discuss the matter further.

I would appreciate it if you could let me know your availability in March;

therefore, we can arrange a meeting.

I am looking forward to hearing from you soon.

Yours sincerely,

Kylie Samuel

Adapted from: http://letters.sampleinvitationletter.info/meeting-request-email/

Re: Launching New Ads Meeting Request – KII Company

Dear Ms. Kylie Samuel:

Thank you for your email.

I am available on the following dates in the afternoon:14 March16 March21 March

I am looking forward to seeing you.

Yours sincerely,John Jackson

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ii. Confirming an appointment

Urgent Company Meeting (Tmr Evening) - P. Fisher

Dear Colleagues:

How are you today? I hope you are doing well. I am writing to you today

to invite you to a meeting that I'd like to have to discuss some issues in

our company that needs addressing.

The meeting will be at 4:00 PM tomorrow in the conference room no.4. I

hope to see you all there.

Thanks,

Pamela Fisher

Adapted from: http://visihow.com/How_to_right_a_professional_email_to_request_a_meeting

Meeting Confirmation - 24 Jan - Francis

Dear Peter,

Thank you for sending me the agenda for the forthcoming meeting. I confirm that 24 January at 13.30 is okay for me.

In your email, you asked for additional points for the agenda. I would be grateful if you could add an item on ‘Investment Options’.

I look forward to seeing you on 24 January.

Regards,Francis

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iii. Rescheduling an appointment

Re: Feb Meeting - Request for Your Availability

Dear team members,

Thanks for sending me detail of your availability in February for our new project meeting. It seems that February will not be possible due to several international work commitments. Therefore, this meeting will need to be rescheduled.

Please let me know your availability in March.

Regards,Francis

iv. Apologies for absence at meeting

Apology for Absence: Staff Committee Meeting

Dear Mr. Cooper,

Thank you for sending me the detail of the forthcoming Staff Committee

Meeting.

I regret to inform you that I will be on annual leave at the time of the

meeting and will, therefore, not be able to attend.

Yours sincerely,

Alexis Marshall

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Social openings- How are you?- How are things?

Reference- Thank you for your email of [date]- I have received your email of [date]- Re your email …

Confirming- If I hear nothing to the contrary, I shall assume that …- I hereby confirm …- I am able to …- I am pleased to confirm …

Agreeing- I am willing to …- … is acceptable- … is fine

Refusing politely- Regretfully, I have to inform you that …- I’m afraid that …

Friendly sign-off- Looking forward to …- See you …

Language Notes and VocabularyC

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Vocabulary

agenda (n.) a plan of things to be done or problems to \be addressed at meeting.

annual (adj.) calculated over or covering a period of a year

assume (v.) to accept something to be true without question or proof

attend (v.) to be present at (an event, meeting, or function)

availability (n.) the state of being otherwise unoccupied; freedom to do something.

available (adj.) able to be used or obtained; at someone's disposal.

compliment (n.) a polite expression of praise or admiration.

contrary (n.) the opposite.

forthcoming (adj.) planned for or about to happen in the near future

possible (adj.) able to be done; within the power or capacity of someone or something.

reschedule (v.) to change the time of (a planned event).

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Lesson 5

There are six parts, as follows:1. attention-grabber2. presenting your products or services3. offering / calling to action4. giving contact details / offering assistance5. polite ending

i. Attention-GrabberThis part is quite challenging. You want your opening to be unique and catchy. The most recommended technique is to start with a question.

- Questions about [goal they have]- Have you considered [thought]?

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Sales Email and Follow-up Email

“Selling is serving, helping others find solutions, impacting lives positively with passion and integrity.” ― Farshad Asl (an entrepreneur and teacher)

Part of a Sales EmailA


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ii. Presenting your products or servicesThis part you should try your best to present your products or services. The tip is that you want to mention the benefits of your products in this part.

iii. Offering / Calling to actionAs you expect a reply or an action from your readers, you should make them feel like they should act quickly or they will lose the offer. - Call [phone no.] now to receive your offer.

iv. Giving contact details / Offering assistance - If you’d like to learn more, let’s set up a quick call.- Please let me know if I am of any help.- Do you have any more questions I can clear up?- Are you available for a 30-minute call on [date and

time]?- Let me know if [business goal] is a priority for you

now, or perhaps sometime in the future.

v. Polite Ending- We look forward to hearing from you soon.- Let me know if you have any questions.- Let me know what you think- Let me know if this looks interesting


There are three main parts:1. reference2. telling next steps or further actions3. polite ending

i. Reference- Thank you for __________- Further to _________- In response to __________- I note that ___________

ii. Telling next steps or further actions- We would like to finish this phase by _________- I’d be happy to chat on the phone and answer any

questions that may have come up.- If you’d like any additional information, I’d be more

than happy to have a quick chat over the phone.

iii. Polite ending- Should you need any further information, please do

not hesitate to contact me.- Please feel free to contact me if you need any further

information.- Hope to hear from you.- Looking forward to your reply

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Part of a Follow-up EmailB


Kyle, I wanted to give you a quick shout to introduce you to FullStory, a new tool that helps companies understand customer experiences like never before.

The easiest way to get a feel for FullStory is to check out the 30-second demo of me interacting with your site: LINK

Want the FullStory? You can take it for a two-week free trial or shoot me a message if you have any questions.

Happy Watching!Trey

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Common Types of Sales EmailsC

i. Selling

Hey Kyle,

Couldn’t help but notice that you had a chance to watch the FullStory

demo I sent you yesterday. You guessed it, we use FullStory on

FullStory.

Wanted to see if I could answer any questions for you? I’d be happy to

give you a quick 20-minute demo. Of course, if you’d rather just jump in, I

can shoot you a login to a no-strings-attached FullStory trial account,

and you can be up and running in <10 minutes.

What do you think?

Best,

Trey

Adapted from: https://www.proposify.com/blog/the-best-cold-email


Hi Brian,

Thanks very much for talking with me today. I was impressed that you shared challenges you face.

If you would like to learn how other companies are dealing with challenges like yours, I would be happy to schedule a call. We could also talk a bit more about your challenges and determine whether or not I might be able to offer some help.

Are you available for a call next Tuesday at 1pm?

Thanks again.

Best,Brianna Green

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ii. Newsletter email (text-based format)

111 Newsletter

Hi Mark,

Our business has grown significantly in the last year, so we’ve improved our Customer Support. Previously, we provided phone and email supports in order to assist our precious customers; but as we want to continue to improve the support experience for all customers, now Live Chat Support is available.

We’d encourage you to take a look, so you are fully aware of our new change. Please let me know if I am of any help.

Best,111 Team


iii. Asking for feedback

How are we doing? – 111

Dear Mr. York,

It has been a week since you started the free trial at 111.

We’d really appreciate it if you could take a few minutes to complete our short survey. Your answers are invaluable, helping us to improve our service. Simply, click here.

We would appreciate it if you could complete the survey by no later than 21 January 2018. Please be assured that all answers you give will remain confidential. Thank you for your participation.

Sincerely,Customer Service Team

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Informal greetings- Hi [first name],- Hello [first name],

Informal farewells- Best,- Best wishes,- Best regards,- Regards,


Drawing attention- I would like to point out …- May I draw your attention to …

Asking for availability- Are you available for … on [date]?- Are you available for … at [time]?- Let me know when you are free.

Acknowledging actions- I note that you have …- I have received …

Reminding- May I remind you …- I would like to remind you …- Just to remind you …

Calling to actions- Let me know …- What do you think?

Friendly sign-off- Stay [compliment]- Stay blessed,- Thanks,

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Vocabulary

catchy (adj.) pleasing and easy to remember

challenge (n.) a difficult job

confidential (adj.) secret, often in a formal, business, or military situation

consider (v.) to spend time thinking about a possibility or making a decision

feedback (n.) information or statements of opinion about something

improve (v.) to (cause something to) get better

offer (n.) a reduction in the usual price of something

priority (n.) something that is very important and must be dealt with before other things

significantly (adv.) in a way that is easy to see or by a large amount

trial (n.) a test, usually over a limited period of time, to discover how effective or suitable something or someone is

unique (adj.) being the only existing one of its type or, more generally, unusual, or special in some way


Lesson 6

Generally, there are five parts, as follows:1. Referring to prior conversation or email2. Making a purchase3. Providing details4. Talking about terms and other information5. Polite ending

i. Referring to prior conversation or email- Thank you for your email of [date] which gives us information about your products.- With reference to our prior conversation about ________- With reference to our meeting on [date]- After reviewing __________

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Order Emails

“Doing business without advertising is like winking at a girl in the dark. You know what you are doing but nobody else does.” - Steuart Henderson Britt

Part of an Order EmailA


ii. Making a purchase- We would like to place an order for _____________- We are pleased to place an order for __________- We would like to inform you that the order of _______ has been approved.

iii. Providing details- Please find below the details on color and number of pieces.- The order would be for ______ (no. of pieces)

iv. Talking about terms and other information- We are attaching the terms and conditions for your

consideration.- You have to deliver the order at the address given below latest by [deadline date].- I would appreciate it if you could deliver the order at the address attached.- Please dispatch the goods latest by [date]- If the order is not delivered by the due date, please consider it as cancelled.

v. Polite ending- If you need any clarifications regarding the order, please feel free to contact us.- I would be more than happy to provide you with any information.

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There are four main parts of an order confirmation or rejection email, as follows:1. Acknowledging the order2. Stating the purpose of the email3. Talking about terms and conditions4. Polite ending

i. Acknowledging the order- Thank you for the order you made on [date].- I am so pleased that you have decided to order ______ from us.- Thank you for choosing ____________.- I note that you have made a purchase on [date].

ii. Stating the purpose of the email- This email is to confirm that _________- I am writing to confirm that ________- This email simply serves as a confirmation of the order.- This is a confirmation that your order has been successfully received.- Unfortunately, _________ is out of stock.- I regret to inform you that ______ is not available.

iii. Talking about terms and conditions- Attached to this email is a copy of your invoice.- We attach the details of your order.- Normally, delivery takes up to [duration]; therefore, the order should arrive no later than [date].- The expected ship date is [date].- The expected delivery date is [date].- Unless we receive objection within ten days of your receipt of this order, we shall consider the order confirmed on its terms.

Part of an Order Confirmation EmailB

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iv. Polite ending- We hope to have a long-term business association with you.- We hope to have a long business relationship with you.

i. Making a purchase

Common Types of an Order EmailC

Making a purchase – Rain Tree Pub & Restaurant Dear Mr. Brooklyn: With reference to our prior conversation about your product, I am writing to place an order. Please find below the details on products and number of pieces: Model Number of piecesWooden table set (No. 21) 15Wooden chair (No.11) 12 I would appreciate it if you could send me the invoice including the shipping charge to the delivery address attached. If you need any clarifications regarding the order, please contact me. I look forward to your reply. Yours sincerely,David Brunel

Re: Making a purchase – Rain Tree Pub & Restaurant Dear Mr. Brunel: I am so pleased that you have decided to order our products. This is a confirmation that your order has been successfully received. Attached to this email is a copy of your invoice. Your order will be delivered within three days after your payment. Thank you for doing business with us. If there is any issue or you require clarification, please contact us. Yours sincerely,J. Brooklyn

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Purchase Order Email – S&S Hotel

Dear Ms. Fisher:

With reference to our meeting on January 12, we would like to inform you

that the order of 100 queen-size bedding sets has been approved. We would

appreciate is if the order is delivered at the address attached latest by

January 27.

I am enclosing a check of 10,000 THB as advance payment. Rest payment

will be done after delivery.

Please feel free to contact me if you need any sort of clarification.

Yours sincerely,

Hannah Rimmer

RE: Purchase Order Email – S&S Hotel

Dear Ms. Rimmer:

Thank you for the order you made on January 18, 2018. This email simply

serves as a confirmation of the order. We also write to inform you that we

received the advance payment of the goods (10,000 THB).

I would appreciate it if you could complete the purchase order form

attached. You order will be dispatched one day after you submit the form.

If we can be of any further help or service to you, please do not hesitate to

contact us. We hope to have a long business relationship with you.

Yours sincerely,

Rebecca Fisher

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Making a purchase email – KAHIN Co., Ltd. Dear Sir or Madam: With regard to the information learned from your website, I am writing to make a purchase. Please find below the details. Quantities

JJJ Window Cleaner 20KMM Floor Cleaner 15Gloves (no. 23) 10 Please confirm the order and send me the invoice. Please also find attached the billing and shipping addresses. I look forward to hearing from you. Yours faithfully,Jack Malcom

Re: Making a purchase email – KAHIN Co., Ltd. Dear Mr. Jack Malcom: We note that you have made a purchase on January 19, 2018. We are writing to confirm that we have received the order; however, we regret to inform you that ‘JJJ Window Cleaner’ is NOT available. The product will be back in stock on February 10, 2018. Please let us know if you want us to continue the purchasing process. We are looking forward to hearing from you. Yours sincerely,L. Ditsch

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Reference- Thank you for your email of [date] which gives us

information about your products.- With reference to our prior conversation about

________- With reference to our meeting on [date]- After reviewing __________- With regard to the information learned from

[source of information]

- We confirm our telephone conversation yesterday and are pleased to place an official order for …

Purchasing - I would like to place an order for …- We are pleased to place an order for …- I would like to make a purchase.

Talking about delivery- You should deliver the order at the address

given below latest by [deadline date].- I would appreciate it if you could deliver the

order at the address attached.- Please dispatch the goods latest by [deadline

date]- Please deliver the order at [address] by

[deadline date].- If the order is not delivered by the due date,

please consider it as cancelled.- We shall be glad to know when we may expect

delivery of the goods ordered on [date].


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Reference - Thank you for your email of [date].- I / We have received your email about …- I am pleased to learn that …- I note that you have made a purchase for

[product] on [date].- We have received your order on [date].- In response to your purchase order email, …- I am responding to your purchase order on

[date].

Confirming the order- This email is to confirm that we have received

your order.- I am writing to confirm that ...- This email serves as a confirmation of your

order.- We have successfully received your order …

Talking about payment- Payment should be made within 30 days by

cheque or money transfer.- Your payment is due on [date].- According to the terms, your payment should be

made within [duration] after invoice date.

Payment terms- PIA - Payment in advance- Net 7 - Payment seven days after invoice date- Net 10 - Payment ten days after invoice date- Net 30 - Payment 30 days after invoice date- COD - Cash on delivery- CBS - Cash before shipment

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Vocabularyadvance (adj.) happening, done, or ready before an

eventapprove (v.) officially agree to or accept as

satisfactoryassociation (n.) the fact of being involved with or

connected to someone or somethingbelow (adv., prep.) in a lower position (than), undercondition (n.) an arrangement that must exist

before something else can happenexpect (v.) to think or believe something will

happenobjection (n.) the act of expressing or feeling

opposition to or dislike of something or someone

purchase (v.) to buy somethingquantity (n.) the amount or number of

something, especially that can be measure

require (v.) to need something or make something necessary

shipment (n.) a large amount of goods sent together to a place, or the act of sending them

Asking for clarification- I am not sure if …- Could you clarify …?- Could you please explain what you mean by …?

Talking about delivery- Normally, delivery takes up to [duration];

therefore, the order should arrive no later than [date].- The expected ship date is [date].- The expected delivery date is [date].- We will dispatch the order [duration] after your

payment.

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Lesson 7

The business acknowledgement email can be for the following:- acknowledging an order or subscription- acknowledging payment - acknowledging the receipt of goods- acknowledging the receipt of documents

There are four main parts of an acknowledge email, as follows:1. reference / introduction2. main body3. stating additional information4. polite ending

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Acknowledgement Emails

Part of an Acknowledgement EmailA


i. Reference / Introduction- With this email, we hereby acknowledge receipt of quotation.- This email confirms our receipt of your payment on March 12, 2018.- I have received your package this morning.- I note that you have recently registered for our training program.- We received your return shipment of the unqualified products.

ii. Main body- Your application has been received and forwarded to the screening committee.- We will process this as fast as possible.- The next steps are as follows: ________- I would like to point out that ________- Please note that ________.

iii. Stating additionally information- I would like to remind you that the training program will be held at Conventional Hall.- I am also attaching _____.

iv. Polite Ending- Thank you for your continued trust in our company and we look forward to doing business with you in the future.- Do not hesitate to contact us if you have any questions.- Please contact us if I can be of further assistance.

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i. Acknowledgement of cancellationCommon Types of an Acknowledgement EmailB

Receipt of Your Order Cancellation (REF. T546)

Dear Mr. Runyon:

With this email, we hereby acknowledge receipt of your order cancellation (REF. T546).

Please find below the detail of your cancelled order.

Order purchased on May 23, 2018, reference number: T546

dropper pipet (#44) 100

goggles (#47) 20

beaker (#98) 50

We would like to also point out that your discount code used when purchasing this order

will be invalid. However, we are attaching you a new discount code.

Please contact us if you need any further assistance. We are looking forward to serving

you again.

Yours sincerely,

C. Freeman

ii. Receipt of goods / documents

Receipt of Your Product Samples (Maneela Co., Ltd.)

Dear Sir or Madam:

This email confirms our receipt of the product samples sent by your company. We have

examined your product samples, and no defect was found.

The next process will probably take no longer than one week. We will contact you as soon

as possible.

We are looking forward to doing further business with you. Thank you for your assistance.

Yours faithfully,

Kevin Simpson

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MMM – We have received your documents

Dear Mr. Poh Poh:

I would like to inform you on behalf of our company, MMM that we received your

documents yesterday. We have received from you a copy of the following documents:

1. Panel discussion outline

2. PowerPoint slides for panel discussion

3. A copy of 2nd session’s presentation

Thank you once again for your generosity and support. I look forward to seeing you at the

conference.

Yours sincerely,

Mrs. Chang

iii. Receipt of payment

Your Payment Has Been Received - Mango

Dear Miss Malee Plathong:

This email confirms our receipt of your payment via check on March 12, 2018 for the

amount of 1,265 THB.

With this payment, we would like to inform that you have paid all your debts, and there is

no balance amount remaining for payment. We sincerely appreciate your promptness

regarding all payments from your side. You have always fulfilled the promises made by

you regarding deadlines and payments. We admire your sincerity and dedication that

you have always maintained as a customer.

We would like to take this opportunity to thank you for being a valued customer with us

for so long. We look forward to being in business with you in the long run.

Sincerely,

Mango Support

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MMM - Your payment has been made successfully

Dear Miss Keefner:

Thank you for the recent payment that you made on August 13, 2018 for the amount of

$18.99. This is a confirmation that amount has been successfully received.

Here’s a receipt for your records:

Payment method: Credit card

Plan: Recurring Monthly Membership for $18.99/month

Order Number: 439497308

Amount charged: $18.99

If you have any questions about your bill, visit MMM Support.

Thank you for choosing to stay with us.

Sincerely,

MMM Support

Iv. Acknowledgement of outstanding invoice

Demand for Payment – PPP

Dear Miss Watson:

We are writing concerning the outstanding January account for 5,200 THB, a copy of

which is enclosed and which should have been cleared last month. As a result of the

delay, your late payment charge now is 100 THB. Please clear this balance within 5

days. To avoid late fees in the future, please be sure we receive your payment by the

first of the month.

If you have any questions regarding your account, our conditions of credit, or any of the

services we offer, please call us

Yours sincerely,

PPP Team

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Reference- With this email, we hereby acknowledge receipt of [document, package, letter, …]- This email confirms our receipt of your payment on [date]- This is an acknowledgement that we received [document, package, letter, …]- I am writing to acknowledge receipt of [document, package, letter, …]- We wish to thank you for sending us [document, package, letter, …]- We received your shipment of …

Acknowledging about goods delivery- We are pleased to inform you that the goods included in your order of [date] have been sent to you today by [shipment method].- Please be advised that your order, [Ref. No.] has now been dispatched.

Acknowledging about outstanding invoice- We are writing concerning the outstanding account for [amount], a copy of which is enclosed and which should have been cleared [previous due date]. - We enclose a statement of your account totaling [amount], for transactions up to the end of [month]- I am sending this email with copies of invoices and statements, asking you to clear the balance.

Drawing attention- I would like to point out …- May I draw your attention to …- Please note that …


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Vocabulary

acknowledge (v.) to tell someone, usually in a letter or email, that you have received sth they sent you

admire (v.) to respect and approve of someone or their behavior

balance (n.) the amount of money you have in a bank account, or the amount of something that you have left after you have spent or used up the rest

defect (n.) a shortcoming, imperfection, or lackinvalid (adj.) not legally or officially acceptable.promptness (n.) the quality of doing something

quickly and without delay, or at the arranged time

receipt (n.) (1) the act or state of receiving money or goods (2) a piece of paper that proves that money, goods, or information have been received

receive (v.) to get or be given somethingsincerity (n.) honestytransaction (n.) an occasion when someone buys or

sells something, or when money is exchanged or the activity of buying or selling something

unqualified (adj.) not fit: not having requisite qualifications

Threatening- If you do not …, I shall …- Unless you …, I will …

Talking about next steps- The plan for the next phase is …- The next steps are as follows:- Therefore, I would be grateful if you could …- We would appreciate it if you could …

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Lesson 8

The business announcement email can be for the following:- announcing a business anniversary- announcing a change in policy or fee amount- announcing a new business location- announcing a new business, store, or branch office- announcing bad news to employees- notifying employees of a new policy or a change in an existing one- announcing a price decrease / increase

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Announcement Emails


There are four parts of an announcement email, as follows:1. introduction / opening / purpose2. adding more information about the announcement3. calling for actions (optional)4. polite ending

i. Introduction / Opening / Purpose- We are pleased to announce that our company has been awarded as Best Partner of MN Group in 2015.- To maintain the beauty of our accommodation, we find it necessary to raise the association fees from 500 THB to 650 THB per month, effective February 1.- We are happy to announce that we have lowered our prices. - It is my duty to announce that we will have a special meeting on Tuesday.- As you may have noticed some construction activities at KN building, I regret to announce that the WEST parking lot will be temporarily unavailable.

ii. Adding more information about the announcement- Best Partner Award has been one of our goals since last quarter. - The official announcement letter is attached with this email.- Please find below the list of products which we lowered the prices.

iii. Calling for actions (optional)- It is important that everyone reply this email as a confirmation of your acknowledgement.- Please confirm your availability.

Part of an Announcement EmailA

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iv. Polite Ending- We appreciate your understanding and cooperation as this new policy is implemented.- Should any other changes arise, we will inform you.- We will keep you informed with our weekly updates on e-mail.- Thank you for your understanding.

I. Announcing news to employees

Common Types of an Announcement EmailB

New Smoking Policy Announcement – BBB

Dear all department managers:

It is my duty to announce that the new smoking policy was introduced yesterday. This policy will be enforced strictly. Please remind all employees in your department of the following:

- The whole of the company premises is now a no-smoking area.- Smoking is no longer allowed in toilets.- Smoking is not permitted in the parking garage, nor any enclosed area.

I appreciate your understanding.

Regards,Mrs. Ginger

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Our Business Travel Itinerary (MUST reply)

Dear colleagues:

As promised, the following is the itinerary for your upcoming annual business trip. As you can see, only the dates and times for transportation and accommodation for your trip are finalized and confirmed. However, your meeting schedule has not been not finalized yet. Therefore, I need you to check the meeting outline attached and confirm the topics of your department.

Please let me know if there is anything else you need.

Regards,Kelly Marshall

Notice of Fire Drills & Mandatory Fire Alarm Evacuation

Dear colleagues,

According to our Emergency Planning policy, our company is obligated

to perform annual fire drills in our buildings. I am writing to announce that

our fire drill will be held on 29 April. The day before the drill, official notices

will be posted at the building entrance.

Please note that evacuation is mandatory upon fire alarm activation,

including drills.

Your full cooperation and assistance is appreciated.

Regards,

Wilson

Adapted from: http://www.provost.utoronto.ca/public/PDADC/0708/firedrill.htm

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ii. Announcing news to clients

Membership Fee Decreased - COMN

Dear Miss Helen Moore:

Thank you for being a valued customer of COMN. We are constantly looking for new ways to improve our customer value and satisfaction. This includes periodically reviewing our expenses and price lists. I am pleased to share that we have decided to reduce our price for our monthly membership.

As of January 31, 2018, the price will drop from $8.99 to $6.99. We believe that this new price not only gives you a great value, it also reflects our commitment to customer satisfaction.

Should you have any questions or concerns regarding this matter, please feel free to contact me.

Sincerely,COMN Team

Price Increase – HOME & ME

Dear Our Precious Customers:

We regret to inform you that the rising costs for raw materials necessitate our raising the price. Our bedding products will be increased by 10%, effective March 18.

We have made every attempt to avoid the increase, but we refuse to compromise on quality. This is our only recourse. We think you will agree that the quality of our products should not be sacrificed.

We look forward to another year of association with you.

Faithfully,HOME & ME Customer Support

Adapted from: https://www.findlegalforms.com/free-forms/files/letter-price-reduction-announcement.pdf

Adapted from: https://www.writeexpress.com/announ21.html

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Visit Our New Branch – HOME & ME

Dear Our Precious Customers:

We have expanded! Come visit us in our newest location at 235 Longer Street. You can find the map below.

Our Grand Opening will be on Friday, July 1, between 9:00 a.m. and 9:00 p.m. There will be great discounts, plus refreshments, and prizes.

Hope to see you there!

Faithfully,HOME & ME Customer Support

Adapted from: https://www.writeexpress.com/announ18.html


Talking about the announcement- We are writing to announce that …

- This is to inform that …

- It is my duty to announce that …

Talking about activities- As you may have noticed …, I am writing to announce that …

- There will be … on [date].

Announcing bad news- We regret to announce that …

- In order to …, we regret to inform you that …

- I am sorry to report that …

Announcing good news- We are delighted to announce that …

- We are pleased to announce that …

- You will be glad to hear that …

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Calling for actions- It is essential that you …

- Please … by [date]

- I would appreciate it if you could …

Polite Ending- Thank you for your cooperation.

- Should you have any questions, contact me.

- We will keep you informed if there are any other changes.

- Thank you for your understanding.

- We hope to …

Vocabulary

accommodation (n.) a room, group of rooms, or building in which someone may live or stay

award (n.) a prize or other mark of recognition given in honor of an achievement

drill (n.) an activity that practices a particular skill and often involves repeating thesame thing several times

duty (n.) something that you have to do because it is part of your job, or something that you feel is the right thing to do

expand (v.) to increase in size, number, or importance, or to make something increase in this way

expansion (n.) the increase of something in size, number, or importance

expense (n.) the use of money, time, or effortfinalize (v.) to make a final and certain decision

about a plan, date, etc.itinerary (n.) a detailed plan or route of a journeynecessitate (v.) to cause something to be needed, or to

make something necessary

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policy (n.) A policy is a set of ideas or plans that is used as a basis for making decisions

price (n.) the amount of money expected, required, or given in payment for something.

prize (n.) a thing given as a reward to the winner of a competition or race or in recognition of another outstanding achievement

refreshment (n.) a light snack or drink, especially one provided in a public place or at a public event A

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Lesson 9

You can write an appreciation email in order to:

- thank your employees / colleagues

- thank a company for good service, discounts, or qualified

goods

- thank a customer for paying their bills promptly

- thank someone for helping in your absence

- thank someone for a gift

- praise an employee's work performance

- praise a product or service supplier

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Appreciation Email

'Thank you' is the best prayer that anyone could say. I say that one a lot. Thank you expresses extreme gratitude, humility, understanding.

– Alice Walker (a fiction writer)


There are normally four main parts of an appreciation email as

follows:

1. opening

2. giving thanks / expressing gratitude / showing appreciation

3. adding more detail

4. polite ending

i. Opening- How are you?

- How’s life?

- Greeting from sunny Thailand.

- Hope life is treating you well.

ii. Giving thanks / Expressing gratitude / Showing appreciation- Thank you for taking the time to talk with me today. I am

grateful for the time you spent reviewing my career goals and

suggesting strategies for achieving them.

- Thank you very much for introducing me to Martin Herold of

BBBN company.

- Thank you for meeting me yesterday. I really appreciate you

taking the time to be there.

- I really appreciate all your help in getting the store ready for

opening night.

- I want to compliment one of your excellent employees, Alexis

Marshall.

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iii. Adding more detail- Your prices are at least five percent lower than your competitor's. We hope you will continue to offer savings on your products. - Your staff responded to my claim very promptly. I certainly will order your products again.- How thoughtful of you to choose something as practical and useful as a microwave! Because of our busy work schedules, I can assure you that your gift will be used often.

iv. Polite ending- Thank you very much for this lovely and very useful present!- Thank you for your excellent service.- I’d like you to know that I appreciate your efforts and look forward to continuing our business relationship.- Thank you once again.- Please accept the attached gift card as a token of our appreciation.

i. Thanking a customer

Common Types of an Appreciation EmailB

Thank You Note from XYZ

Hi Michael,

Thank you so much for the wonderful comment you posted to our

Facebook page. Your comments are important to us because they help us

make sure they we do our best to satisfy our customers.

We value your trust in our company, and we will do our best to meet your

service expectations.

Sincerely,

XYZ Team

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Thank You for Your Purchase from RTs

Dear Mr. Cooper:

We are pleased that you have chosen our company for your stationery purchase. We hope that you have enjoyed the enhanced quality of our stationery items. We will continue our efforts to meet your requirements and expectations in the future as well.

Again, thanks so much for choosing us. Let us know if there is anything we can ever do to assist you further.

Sincerely,RTs Customer Service

Sarah, thank you so much!

Hi Sarah:

Thank you so much for covering my shift for me while I was visiting the

HQ.

I was really concerned about our department’s presentation when I was

away, but you handled it so well. I returned to find everything in good

order.

When the opportunity arises, I will be more than happy to return the

favor.

Regards,

Mackenzie

ii. Thanking an employee / a colleague

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Adapted from: https://www.writeexpress.com/

Thank you for your great work

Hello Chan,

My special thanks to you and your team for the wonderful job you did on the Summer Project. The customer was delighted with the presentation and especially appreciated the new website look. The extra time and effort you put in were certainly worthwhile. It is a joy for me to work with such dedicated and talented colleagues.

Thank you so much.

Regards,Kayla

iii.Thanking for a good service / Compliment email

Thank you for your excellent service!

Dear Sir or Madam:

I’m writing this email regarding the service I received from your company,

HOME & ME, on January 14, 2018 at noon.

Please convey our thanks to the staff who helped my mother when she

visited your store. My mother is elderly and has difficulty hearing. She told

me that the staff was courteous and helpful to her in choosing new lamps.

If everyone could be as pleasant and helpful, our world would be much

happier.

Thank you for your excellent service.

Yours faithfully,

Pamela Ditsch

Adapted from: https://www.writeexpress.com/

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Dear Smith,

I want you to know how much I appreciate the excellent service you provided on Tuesday when I took one of my best clients to lunch. Your attention to detail, great communication skills, and ready smile made the experience even better than I expected.

I won't hesitate to bring future clients to your establishment, and you can be assured that I will ask to be seated in your area. If I can put in a good word for you with the restaurant manager, don't hesitate to ask.

Sincerely,

Robert WilliamSales Manager, XYZ Corporation

Adapted from: https://www.thespruce.com/thank-you-note-samples-after-good-service-1216783


Opening- How are you?

- How’s life?

- Greeting from …

- Hope life is treating you well.

- Hope you’re not overworking!

Expressing gratitude / appreciation- Thank you for … [ing]

- I really appreciate …

- I want to compliment …

- I want to compliment [someone] on …

- I want you to know that …

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Adding more details- Having you in our team …- We recognize and appreciate your dedicated efforts.- Your ability to ... is so impressive. Polite ending- Keep up the great work!- Thank you once again.- I just wanted to let you know how much you mean to the team.- We hope to serve you again.- Two thumbs up!- You are a winner!

Vocabulary

client (n.) a person or organization using the services of a lawyer or other professional person or company.

convey (v.) to communicate; impart; make knowncourteous (adj.) having or showing good manners; politededicate (v.) to devote wholly and earnestly, as to some

person or purposedelight (v.) to give great pleasure, satisfaction, or

enjoyment toestablishment (n.) a business organization, public institution,

or household.handle (v.) manage (a situation or problem)helpful (adj.) giving or ready to give helppleasant (adj.) giving a sense of happy satisfaction or

enjoyment.stationery (n.) the things needed for writing, such as

paper, pens, pencils, and envelopesworthwhile (adj.) useful, important, or good enough to be a

suitable reward for the money or time spent or the effort made

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Lesson 10

In a job application process, we normally have to deal with

writing:

- CV / resume

- cover letter

- follow-up emailJo

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Job Application Emails


There are two main types of a CV, as follows:

1. chronological CV

2. skills-based CV

i. Part of a CV / Resumea) Personal statements / Objectives

- Guest service officer seeking an opportunity to use my

customer service and communication skills to improve

customer satisfaction

- High school teacher looking for a position at a private

school, where I can apply my four years of teaching

experience

- Looking for an opportunity to use my … skills

b) Profile / Contact details

- first name and last name

- telephone number

- email

- address

- date of birth / age

- nationality

- sex

c) Educational background

- Degree / GPA / institution

- Master of Arts in Psychology (First-class Honour)

- Bachelor of Science in Information Technology

- M.A. (English), 123 University

Writing a CV / ResumeA

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d) Experience- Worked as an interpreter for 111 company- Trainee as a PHP web programmer at 111 Co., Ltd.

Responsible for developing an employeeattendance program

- ESL Instructor, 111 universityResponsible for teaching academic Englishskills

e) Achievements - Academic Excellence Scholarship- TESOL (Teachers of English of Speakers of Other Languages)

f) Transferable skills and Language skills- Excellent communication skills- Good presentation skills- Analytic skills- Computer skills- Organize people- Research skills- Fluent in English- Working knowledge of Mandarin and Japanese

g) Interests / Hobbies- Photography- Soccer- Reading fictions- Writing novels

h) Referees- Give names and contact details of two people who are not your family members.- Current employer / Former employer / Teacher

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ii. Examples of CVs / Resumes

i. chronological CV

Miss Pichana WandeeAge: 26 Nationality: Thai

Telephone no.: + 66 88 888 8888

Email: [email protected]

Address: 11/111 P. Village, HB Rd., LB sub-district, LL district, Bangkok 11111

Education:

2015 – 2017 M.A. (English), M University, USA (First-class Honor)

2011 – 2014 B.A. (Business English), B University (First-class Honor)

GPA: 3.86/4.00

Academic Achievements:

2015 – 2017 Full scholarship, Department of English Language, M University

2014 Academic Excellence Scholarship, B University

2013 Awarded as an outstanding student, B University

Experience:

Aug – Nov 2016 Trainee as an interpreter for MCC company, Michigan, USA

Jan – Mar 2012 Trainee as a customer service officer, LM hotel, Thailand

Skills:

Excellent communication and presentation skills

Able to work well with others

TOEFL iBT: 105

TOEIC: 900

References:

Miss Supratra Lannaa, English Lecturer Mr. David Lee, English Lecturer

B University, Bangkok 11111 M University, Michigan, USA

Tel: +66 2 222 2222 Email: [email protected]


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mailto:[email protected]


ii. skills-based CV

Miss Pichana WandeeAge: 26 Nationality: Thai

Telephone no.: + 66 88 888 8888


Address: 11/111 P. Village, HB Rd., LB sub-district, LL district, Bangkok 11111

Skills:

- Strong sense of responsibility and a professional presentation

- Leadership skills along with the ability to motivate a team into high performance

- Customer service skills with outstanding active listening skills

- Excellent problem-solving skills

- Proficient in English (TOEIC: 900)

Professional Experience:

2016 – Present Guest Service Manager, TT Hotel, Bangkok

Responsible for training new guest service officers and

dealing with enquiries and complaints.

2013 – 2016 Guest Service Officer, TT Hotel, Bangkok

Responsible for greeting hotel guests and providing them

with great service and assistance.

Jun – Aug 2012 Trainee as a Guest Service Agent, SS Hotel, Bangkok

Responsible for responding to guests’ needs and providing

them with excellent greeting and service

Education:

2009 – 2013 B.B.A. in Hotel and Tourism Management, K University

References:

Miss Supratra Lannaa, Hotel Supervisor Mr. David Lee, Hotel Manager

TT Hotel, 111 Bangkok 11111 TT Hotel, 111 Bangkok 11111

Tel: +66 81 222 2222 Tel: +66 82 111 1111

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Guest service manager seeking an opportunity to use my customer service, communication, and management skills to improve customer satisfaction

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A cover letter should:1. include your source of information and state your

purpose2. give an overview of your suitability

a. point out your experience in relation to the positionb. include information about awards and

responsibilitiesc. give general information about your personality

and transferable skills3. politely request for an interview

i. Part of a Cover Letteri. Reference / Purpose

- I am writing with reference to your job advertisement on www.ttthotel.com of January 14, 2018, for the position of customer service officer.- Your advertisement on your website of January 7, 2018, for the position of a secretary has attracted my attention because I believe that my qualifications will fulfil your requirements mentioned.- I would like to apply for an English teacher position that was advertised in the NBN institution office.

ii. Giving an Overview of Your SuitabilityThis part should be the link between the job advertisement and your resume.- As you will see from my CV, I received a B.S. in information technology from XYX university, and I have worked as a computer programmer at AAA company for two years. I am proficient in C++ and JAVA. - In relation to the specific requirements listed in the advertisement, I have three years of experience in the sales and marketing field.- I have an outgoing personality with good interpersonal skills.

Writing a Cover LetterB

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iii. Politely Requesting for an Interview- I hope my application will be of interest to you. I am available to come in for an interview. I look forward to hearing from you.- Please consider my application for an interview and I shall be glad to give you further information that you may require.

ii. An Example of a Cover Letter

Jack Brown, applying for a Sales Representative

Dear Mr. Smith:

I am responding to your job advertisement on your website of December

24, 2018, regarding the Sales Representative position. This has attracted

my attention because I believe that my qualifications will fulfil your

requirements mentioned.

As you will see in my attached CV, I have a B.B.A in Marketing and three

years of experience as a Sales Representative at XYZ company. From

this, I have developed skills in strategizing new business opportunities

and planning events. Moreover, throughout my sales career, I have won

top sales awards.

I am regarded as an outgoing person who can communicate with

people at all levels. I have good interpersonal skills, and I am highly

enthusiastic about learning new things.

I hope my application will be of interest to you. I am available to come in

for an interview. I look forward to hearing from you.

Yours sincerely,

Jack Brown

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There are three main parts of a follow-up email after a job interview, as follows:1) reference2) expressing your enthusiasm 3) polite ending

i. Part of a Follow-up Emaili. Reference

- Thank you so much for taking the time to talk yesterday.- Thank you for taking the time to speak with me about the Customer Service Manager role. It was great to meet with you and learn more about the position.

ii. Expressing your enthusiasm- I’m very excited about the opportunity to join your company and am particularly interested in the details you shared about the upcoming project. After speaking with you, I believe that I would be a perfect candidate for this position.- I enjoyed meeting everyone on the seventh-grade team, and getting to ask them questions about the teaching assistant position. I was convinced that my teaching experience and my passion make me a strong candidate for this position.

iii. Polite ending- If you need any further information, please feel free to contact me by email or phone.- I look forward to hearing from you next Monday regarding your final decision. Feel free to contact me beforehand with any questions or concerns.- Please let me know if there is anything else I can provide to assist in the decision-making process.

Writing a Follow-up EmailB

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ii. An Example of a Follow-up Email

Thanks for your time yesterday

Dear Mr. Smith:

Thank you so much for taking the time to talk yesterday. I really

appreciate your time and consideration in interviewing me for this

position.

I enjoyed meeting everyone on the seventh-grade team, and getting to ask them questions about the teaching assistant position. After our conversation, I’m confident that my background in teaching and my strong passion will enable me to fill the job requirements effectively and support the vision of your school.

Please let me know if there is anything else I can provide to assist in the decision-making process. I look forward to hearing from you.

Yours sincerely,

Jack Brown


Talking about your education- I earned a [degree] in [major].

- I hold a [degree] in [major].

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Talking about your professional experience - I have [number] year(s) of experience as a [position] at

[company].

- I have worked as a [position] for [duration].

- I trained as a [position] at [company]

Talking about your transferable skills- I have excellent communication skills.- I can work well with other people.- I am good at …

Talking about your language skills- Thai is my mother tongue.- I am proficient in English.- My [language] is basic / conversational / proficient / fluent

Referring to sources of information- I am responding to your advertisement on [website] of [date].- With reference to your job advertisement on [website] of [date], for the position of …

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Vocabulary

candidate (n.) a person who is competing to get a job or elected position

enthusiastic (adj.) having or showing intense and eager enjoyment, interest, or approval

interview (n.) a meeting of people face to face, especially for consultation

motivate (v.) stimulate (someone's) interest in or enthusiasm for doing something

passion (n.) a very powerful feelingproficient (adj.) skilled and experiencedqualification (n.) an ability, characteristic, or experience

that makes you suitable for a particular job or activity

require (v.) to need something or make something necessary

responsibility (n.) something that it is your job or duty to deal with

responsible (adj.) having an obligation to do something, or having control over or care for someone, as part of one's job or role.

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Lesson 11

In business contexts, we may have to deal with writing different types of emails such as:- absence notice email- resignation email

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Personnel Emails

“The way you spend your time daily determines how effective your life will be” - Sunday Adelaja (an author)


i. Part of an Absence Notice Email

i. Stating your absence- I will be unable to attend work today due to my sickness.- I am writing to inform you that I need to take a personal leave from work on March 21, 2018.- I would like to request a ten-day leave of absence for personal reasons.- Please accept this email as a notification that I was absent on January 21, 2018 due to illness.- I am writing this email to explain why I was absent on January 6, 2018.

ii. Giving / Explaining your reason- I was unable to report to work due to an acute attack of food poisoning.- I had to take my son to the hospital.

iii. Providing documentation (if any)- Please see the attached report of my treatment at JJ hospital.- I attached the official absence letter with this email.

iv. Polite ending- Thank you very much for your consideration.- Thank you for your understanding in this matter.- Feel free to contact me should you have any questions or require clarification regarding my leave request.- Please let me know if I can provide any further information.

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Writing Absence Notice EmailsA


ii. Common Types of Absence Notice Emails

i. Sick leave notice

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David Freeman – Sick Absence on Jan 21

Dear Mr. Green:

I will be unable to attend work today due to my illness. I will be using one of my

sick days to cover this absence from work.

Please let me know if I can provide any further information. Thank you for

understanding this matter.

Yours sincerely,

David Freeman

David Freeman – Sick Absence Excuse

Dear Mr. Green:

Please accept this email as a notification that I was absent on January 21,

2018 due to illness. I have attached the doctor’s note showing his

recommendation for hospital treatment due to complications from the flu.

Please let me know if I can provide any further information.

Yours sincerely,

David Freeman

Adapted from: https://www.thebalance.com/


ii. Personal leave notice

David Freeman – Personal leave request

Dear Mr. Green:

I would like to request a ten-day leave of absence for personal reasons. If possible, I would like the leave from work to begin on February 21, with a return date of March 3, 2018.

Feel free to contact me should you have any questions or require clarification regarding my leave request. Thank you for your consideration.

Yours sincerely,David Freeman

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David Freeman – Absence Excuse (21 Jan)

Dear Mr. Green,

I am writing this email to explain why I was absent on January 21, 2018. I

was unable to report to work because I had to take my son to the hospital.

He broke his arm during his football practice the previous night.

I can provide you with the doctor’s report at your request. Thank you for

understanding this matter.

Yours sincerely,

David Freeman


i. Part of a Resignation EmailThere are four main parts of a resignation email, as follows:1) introduction / purpose2) explaining your reason(s)3) expressing your gratitude / appreciation4) polite ending

i. Introduction / Purpose - I am sorry to inform you that I must resign from my position as Guest Service Manager.- Please accept my regrets in resigning from my position as receptionist, effective three weeks from today's date.- Regretfully, I must inform you that I need to resign from my position here as financial consultant.

ii. Explaining your reason(s)- Each year my financial obligations have increased; unfortunately, my salary here has not been able to keep up with these demands.- Eager to pursue new challenges, I have decided to accept a job offer in a field more closely aligned with my course of study.- I have been offered a human resource position and I am anxious to make a career change.

iii. Expressing your gratitude / appreciation- I have enjoyed working with all of my colleagues here, and I want to thank everyone for their support over the years.- Please know that I am grateful for the trust and confidence that you have placed in me in the last two years.

iv. Polite ending- Thank you for all you have done for me. I appreciate the opportunities and friendships I have enjoyed here.- Please let me know if there is anything else I can do.- If there is anything I can do before I leave, please let me know.Adapted from: https://www.writeexpress.com/

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Writing a Resignation EmailB


ii. Part of an Acceptance of Resignation Email

There are three main parts of an acceptance of resignation email, as follows:1) reference / accepting the resignation 2) expressing your understanding3) polite ending

i. Reference / Accepting the resignation- Your resignation from your position has been accepted, effective on March 2, 2018 as requested- It is with regret that I acknowledge receipt of your resignation notice on April 14.- I am sorry to hear that you are leaving the company.

ii. Expressing your understanding / Expressing your gratitude- It has been a pleasure working with you and on behalf of the team, I would like to wish you the very best in all your future endeavours.- It has been a pleasure working with you, and I wish you all the best in the future.

iii. Polite ending- Attached with this email please find detailed information on the resignation process.- If you have any additional questions, please do not hesitate to contact the office. - Thank you again for your positive attitude and hard work all these years.- If I can provide a reference, please do not hesitate to ask.

Adapted from: https://www.thebalance.com/resignation-acceptance-letter-example-2063509

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iii Examples of Resignation Emails

David Freeman – Resignation Email

Dear Mr. Green:

Regretfully, I must inform you that I need to resign from my position here as sales representative, effective June 12. Eager to pursue new challenges, I have decided to accept a job offer in a field more closely aligned with my course of study.

Please know that I am grateful for the trust and confidence that you have placed in me in the last two years. I attach an official resignation letter with this email. Thank you for all you have done for me. I appreciate the opportunities and friendships I have enjoyed here.

Yours sincerely,David Freeman

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Re: David Freeman – Resignation Email

Dear Mr. David Freeman:

It is with regret that I acknowledge receipt of your resignation notice on

April 14. Your resignation has been approved, effective June 12 as

requested.

It has been a pleasure working with you. I hope you the best in the future.

Attached with this email please find detailed information on the

resignation process. If I can provide a reference, please do not hesitate

to ask.

Yours sincerely,

F. Green

Adapted from: www.thebalance.com/


Stating your absence- I will be unable to attend work today due to / because of [reason (n.)].- I will be unable to attend work today because [reason (clause)].- I am writing to inform you that I need to take a personal leave from work on [date].- I’d like to request a leave of absence for [reasons]- I am writing this email to explain why I was absent on [date].

Resigning- I am sorry to inform you that I must resign from my position as [position].- Please accept my regrets in resigning from my position as [position], effective [date].- Regretfully, I must inform you that I need to resign from my position here as [position].

Accepting the resignation- Your resignation from your position has been accepted, effective on [date] as requested- It is with regret that I acknowledge receipt of your resignation notice on [date].

Expressing gratitude (Resigning)- Thank you for …- I have enjoyed working at your company.- I want to thank …

Expressing gratitude (Accepting the resignation)- It has been a pleasure working with you, and I wish you all the best in the future.- It was great having you in our team.- Thank you for your dedication and responsibility.

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Providing documentation - Please see the attached report of my treatment at [hospital]- I attach [document] with this email.- Attached with this email please find detailed information on the resignation process.

Polite ending- Thank you very much for your consideration.- Thank you for your understanding in this matter.- Feel free to contact me should you have any questions or require clarification regarding my leave request.- Please let me know if I can provide any further information.- Please let me know if there is anything else I can do.- If there is anything I can do before I leave, please let me know.- Thank you again for your positive attitude and hard work all these years.- If I can provide a reference, please do not hesitate to ask.

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Vocabulary

align (v.) to change something so that it has a correct relationship to something else

anxious (adj.) (1) worried and nervous (2) eager to do something

attitude (n.) a feeling or opinion about something, especially when this shows in your behavior

complication (n.) (1) something that makes a situation more difficult (2) a problem that develops from an existing illness, making treatment more difficult

confidence (n.) the quality of being certain of your abilities or of having trust in people, plans, or the future

eager (adj.) wanting very much to do or have something, especially something interesting or enjoyable

endeavor (n.) an effort or attempt to do somethingposition (n.) a job / a rank or level in a company,

competition, or societypursue (v.) to try to do it or achieve it, usually over a

long period of timeresign (v.) to give up a job or position by telling

your employer that you are leaving


Lesson 12

i. Simple sentenceA simple sentence is a sentence that consists of one clause.

My company launched this product two months ago.

ii. Compound sentenceA compound sentence is a sentence that consists of two clauses, linked by a coordinating conjunction.

They founded this company only three months ago, but they’ve already gone bankrupt.

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Formal & Informal Language Uses

Sentence StructureA

for and nor but or yet so


iii. Complex sentence

A complex sentence is a sentence that consists of two clauses, linked by a subordinating conjunction.

Although they founded this company only three months ago, they’ve already gone bankrupt.

There are two types of linking, as follows:1) Logical connectors2) Chronological connectors

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if when /

as

because

/ as

while although since before /

after

condition time reason time /

contrast

contrast time /

reason

time

Connecting SentencesB


ii. Chronological Connectors

First of all, I’d like you all to review the agenda I attach with this email. After that, please inform me if there is anything you would like to add. Lastly, confirm your availability with your department manager.

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First

Firstly

First of all

Initially

The first step

Second

Secondly

The second

step

Then

After that

Next

The next step

Finally

The final step

Lastly

i. Logical Connectors

After examining the case, it was found that the problem was ours; therefore, we would like to take full responsibility for the mistake without excuses.

You assured that the product would arrive in one week; however, disappointingly, our company still has not received the package.

I would like to offer you a gift card as a token of our appreciation; moreover, I attach a discount code for your next purchase with this email.

In addition

Moreover

Furthermore

Likewise

Therefore

Hence

Thus

Consequently

However

Nevertheless

Nonetheless

In contrast

On the contrary

Conversely


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Formal Informal

Dear Mr. Brown Hi David

Hello David

Hey David

Yours sincerely

Yours faithfully

Sincerely

Faithfully

Best wishes

Best regards

Regards

With reference to … Re …

I am writing to … Just a quick email to …

Thank you for your email received [date]. Thanks for the email of [date].

Further to our telephone conversation, … Following our talk on the phone, …

I am pleased to let you know that …

I am grateful to inform you that …

Good news that…

Happy to tell you that …

I regret to inform you that …

I regret to advise you that …

Sorry to tell you that …

Bad news that …

I would like to apologize for … Sorry about …

Unfortunately, I shall be unable to attend. Sorry, but I can’t make it.

With regard to our appointment on [date], … About our meeting on [date], …

I would be grateful if you could … Could you …?

I am writing to confirm our appointment on

[date].

Are you still okay on [date]?

Please find attached … I attach …

I am looking forward to seeing you. See you.

Formal and Informal ExpressionsC


i. Meeting Request

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ExamplesD

New Project Meeting Request (within 2 weeks)

Dear Colleagues:

With reference to our previous conversation about our forthcoming project,

I would like to request for a meeting which should be arranged within two

weeks. This will be the main project for the next month; therefore, it is

necessary that everyone attend the meeting.

I would like you all to inform me your availability. Should you have any

questions regarding the meeting, please do not hesitate to contact me.

Yours faithfully,

Alexis Fisher

New Project Meeting Request (within 2 weeks)

Hi colleagues:

Following our last talk about the upcoming project, I want to request for a

meeting. It should be held within two weeks. This will be our main project for

the next month, so everyone should be there.

Let me know your availability. If you have any questions about the meeting,

please contact me.

Regards,

Alexis Fisher


ii. Adjustment Email

Re: Complaint about your terrible service!

Dear Ms. Michael Parker:

This is responding to your complaint email of August 17, 2017, regarding your dissatisfied experience at our restaurant. Please accept our sincerely apology for any inconvenience we have caused you.

After we had received your claim, we did not hesitate to investigate the problem. We admitted that it was our mistake. Due to the busy schedule, we failed to receive your table reservation which you made online.

Our policy is to do our best to assure that our service satisfies our customers; however, in this case, we failed to do so. On behalf of JN restaurant, I would like to offer you a special discount for your next visit. Please find attached the discount card.

We apologize for any inconvenience you experienced as a result once again, and we look forward to serving you again soon.

Yours sincerely,Glenn FoxCustomer Service Manager

Re: Complaint about your terrible service!

Dear Ms. Michael Parker:

Regarding your claim email of August 17, 2017, I writing to apologize that our service

dissatisfied you.

After receiving your email, I examined the problem and found that it was our mistake. We

have been dealing with busy schedule these weeks, so we failed to get your online

booking.

We always do our best to satisfy our customer. In this case, we failed to do so. I’d like to

offer you a special discount for your next meal. I attach the card with this email.

We are truly sorry for any inconvenience we have caused you. We hope to serve you

again soon.

Best regards,

Glenn Fox

Customer Service Manager

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Re: March Meeting on New Policy (Please Reply)

Dear (1) Ms. Michael Parker:

(2) Thank you for your email received on February 3, 2018. (3)

Unfortunately, I am afraid that I will not be able to attend the New Policy

Meeting on March 2, 2018 (4) since I will be leaving for a business trip on

that day.

(5) I would be grateful if you could send me a copy of the minutes after the

meeting.

(6) Yours sincerely,

Glenn Fox

Re: March Meeting on New Policy (Please Reply)

Dear (1) ______________:

(2)___________________ February 3, 2018. (3) _________________ the

New Policy Meeting on March 2, 2018 (4) _____________________. (5)_______________________________________________________.

(6) _________________Glenn Fox

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