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Compensate concerned the difficulties you encountered in the future inconvenience looked into once again sincere apologies to my attention to offer you unfortunately





Ms. Silvina Pietragalli

Av Mansilla 15

08034 Buenos Aires

Argentina December 15

Dear Ms. Pietragalli:

Thank you for your letter of December 10. I was extremely.......................1 to learn about the unpleasant experience you had during your flight to Argentina. I would like to apologize on behalf of Alpha Airlines for the annoyance and..........................................2 you suffered.

I have.......................................3 the matter and talked to the staff concerned. They agreed that the young people were noisy and some of them did drink too much. However, they said that these passengers seemed to be having a good time and the staff didn't want to 'spoil their fun'. I showed them your letter and explained how upset you were. They now regret that they did not take action to control the situation. They wish to offer you their..........................................4 . I should add that the flight attendants in question had only recently finished their training and therefore were rather inexperienced..........................................5, they were not used to dealing with this kind of situation. I am sure that they will learn from the incident and know how to deal with such behaviour in future.

I hope that the 'bad memories' of the flight will soon disappear. To..........................................6 for the inconvenience caused to you, I would like..........................................7 a gift from our catalogue. Please choose one of the items displayed in the catalogue on pages 6-10. Let us know your selection and we shall send you the gift without delay.

.........................................8, please accept our apologies for..........................................9. Thank you very much for bringing this matter.........................................10. I very much hope that you will continue to use our airline when you travel.........................................11.

Yours sincerely,

Lisa Kaplan

Lisa Kaplan

Customer Relations Manager

Put the following points in order to show how Lisa Kaplan's letter is organized:

  • describe what action has been taken;

· offer some kind of compensation;

· apologise;

· refer to the letter received;

· show understanding and sympathy;

· apologise again.

2.9 Write a suitable letter to deal with one of these situations. Invent an address for the people and companies concerned. Use some of the expressions from the Useful language box.

1. An official of a national Health Authority is angry because deliveries of drugs from your company arrived a month late. The drugs were needed urgently.

2. A company buyer refuses to accept a shipment of personalised pens sent by your company because the company's name has been misspelt on each pen.

3. An accounts manager writes to you about errors in a sales invoice you sent to them concerning the sale of 20 tables and chairs. They were billed for $40,800. The correct amount is $4,800.

Date: 2015-10-18; view: 1006; Нарушение авторских прав; Помощь в написании работы --> СЮДА...



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