Closing
It is useful when closing your letter to mention that this mistake, error, or fault is an exception, and it either rarely or never happens, and of course you should apologize for the inconvenience your customer experienced.
· Finally, may we say that this was an exceptional mistake and is unlikely to occur again. Please accept our apologies for the inconvenience.
· You have been a valued customer of ours for a long time
and we appreciate your affording us the opportunity to serve
you. You may rest assured that this problem will not
surface again.
Body of an Adjustment Letter
| An adjustment letter generally has four parts. | |||||
| Examples | |||||
| 1. OPENING |
| Thank you for your letter of March 23. We received your letter of May 25. | |||
| 2. PURPOSE |
| We apologize for the error. We regret any inconvenience. | |||
| 3. ACTION |  Correct the problem
| We will refund your money. | |||
| 4. POLITE EXPRESSIONS |
Be positive. | Again, we regret the error. Please accept our apologies. We, again, apologize for the inconvenience. We look forward to serving you in the future. We hope you will continue to do business with us. |
Acknowledge correspondence.
Apologize.
Apologize again.
Adjustment letter
 |
| Language for handling complaints | Letters of apology: useful expressions |
| Introducing your complaint * I’m not one to make a fuss, but… * I don’t want to complain but… * I’m sorry, but I really feel I have to make a complaint about... * I am concerned about … * It does not appear to be consistent with … * We have enjoyed a long-standing relationship, but … * This type of misunderstanding makes it difficult for us… Handling a complaint I'm sorry to hear that. Let me take the full particulars. I fully understand. | was sorry to hear that...
Please accept my sincere apologies for...
I have thoroughly investigated your complaint...
I apologise for the inconvenience.
... due to circumstances beyond ourcontrol.
I will personally make sure ...
 I can assure you this will not happen again.
|
UNIT 4
Electronic correspondence
Part 1
Telex
The telex has all the advantages of sending a cable and in addition it is available in the office and offers a direct line, with immediate reply.
There are more than 70,000 UK and 900,000 worldwide lines. All telex numbers are published in the Telex Directory. . Company telex numbers is (are) given on printed company-forms (company letter-paper) in the letterhead or at the bottom of the page: e.g. TLX No. 783290, Telex 86286 Altaian G, Telex: 667844 Simcar G.
The word telex can be used as a verb, noun or adjective.
The telex system provides a 24 - hour service, and messages may be sent to a subscriber even when his teleprinter is unattended, if it has not been switched off. So it is possible to send messages at night ready to be dealt with first thing next morning. All calls are charged on a time-and-distance basis; moreover, the message can be corrected immediately if there is an error.