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Useful phrases for formal letter writingWRITING BUSINESS LETTERSUseful phrasesSalutationStartingReferring to previouscontactMaking a requestOffering help Dear Mr BrownDear Ms WhiteDear SirDear SirsDear MadamDear Sir or MadamGentlemen We are writing to inform you that .to confirm .to request .to enquire about .I am contacting you for the following reason.I recently read/heard about . . . and would like to know . . .Having seen your advertisement in . , I would like to .I would be interested in (obtaining/receiving) .I received your address from .and would like to .I am writing to tell you about . Thank you for your letter of March 15 .Thank you for contacting us.In reply to your request .Thank you for your letter regarding . درراﺑﻄﮫ ﺑﺎ With reference to our telephone conversation yesterday .Further to our meeting last week .It was a pleasure meeting you in London last month.I enjoyed having lunch with you last week in Tokyo.I would just like to confirm the main points we discussed onTuesday . . . We would appreciate it if you would .I would be grateful if you could.Could you please send me . . .Could you possibly tell us/let us have.In addition, I would like to receive .It would be helpful if you could send us .I am interested in (obtaining/receiving.)I would appreciate your immediate attention to this matter.Please let me know what action you propose to take. We would be happy to .Would you like us to .We are quite willing to .Our company would be pleased to .Page 1

Giving good newsGiving bad newsComplaining We are pleased to announce that .I am delighted to inform you that .You will be pleased to learn that . We regret to inform you that .I'm afraid it would not be possible to .Unfortunately we cannot/we are unable to .After careful consideration we have decided (not) to . I am writing to express my dissatisfaction with .I am writing to complain about .Please note that the goods we ordered on (date) have not yetarrived.We regret to inform you that our order n --- is now considerablyoverdue.I would like to query the transport charges which seemunusually high. ApologizingOrdersPricesReferring to paymentEnclosing documents We are sorry for the delay in replying .I regret any inconvenience causedI would like to apologize for (the delay/the inconvenience) .Once again, I apologise for any inconvenience. Thank you for your quotation of .We are pleased to place an order with your company for .We would like to cancel our order n .Please confirm receipt of our order.I am pleased to acknowledge receipt of your order n .Your order will be processed as quickly as possible.It will take about (three) weeks to process your order.We can guarantee delivery before .Unfortunately these articles are no longer available/are out ofstock. Please send us your price list.You will find enclosed our most recent catalogue and price list.Please note that our prices are subject to change withoutnotice.We have pleasure in enclosing a detailed quotation.We can make you a firm offer of .Our terms of payment are as follows : Our records show that we have not yet received payment of .According to our records .Please send payment as soon as possible.You will receive a credit note for the sum of . I am enclosing .Please find enclosed .You will find enclosed .Page 2

Closing remarksReferring tofuturebusinessReferring to futurecontactEnding businessletters If we can be of any further assistance, please let us knowIf I can help in any way, please do not hesitate to contact meIf you require more information .For further details .Thank you for taking this into considerationThank you for your help.We hope you are happy with this arrangement.We hope you can settle this matter to our satisfaction. We look forward to a successful working relationship in thefutureWe would be (very) pleased to do business with your company.I would be happy to have an opportunity to work with your firm. I look forward to seeing you next weekLooking forward to hearing from you""to receiving your commentsI look forward to meeting you on the 15thI would appreciate a reply at your earliest convenience.An early reply would be appreciated. Sincerely,}Yours sincerely, } (for all customers/clients)Sincerely yours, } Regards,(for those you already know and/orwith whom you already have a working relationship.)Page 3

Writing a Complaint LetterWhen writing a complaint letter, you want to keep it short and to the point to help ensure thatyour letter will be read in its entirety. If you write a seven page complaint letter, it's highlyunlikely that someone will sit down and read all seven pages.The complaint letter should be addressed to the customer service/consumer affairs department orthe head office if there is no customer service department. The address and contact informationof the customer service department should be available on the company's products or website.A hard-copy complaint letter should be written in the business letter format, while an emailshould be sent in the same format but without the heading (your return address, their address, andthe date).Complaint Letter WritingIn the first paragraph you should identify what the issue is and any relevant information that youbelieve is important. Be sure to include the following information if it's applicable to thesituation: the date/time of the issue, location, name of person on duty, name of product, what theproblem was, your account number, model number, price, warranty information and referencenumber. Be sure to stick with the facts and avoid putting emotions into your letter.The next paragraph should state what you would like done to resolve the situation. If youreceived poor service, you could request an apology or a coupon. If a product malfunctioned, youcould request that you could exchange the product for a new one or request a refund.The last paragraph should thank the reader for the time. You can also throw in somecompliments about something you liked about their company's product or service.You should include your telephone number/e-mail address after your printed name so that theycan contact you ASAP if necessary.Be sure to keep a copy of the letter for yourself and include photocopies of any relevantdocuments and enclose them with your letter.Page 4

SampleDear Sir or Madam:I have recently ordered a new pair of soccer cleats (item #6542951) from your website on June 21. I received theorder on June 26. Unfortunately, when I opened it, I saw that the cleats were used. The cleats had dirt all over it andthere was a small tear in front of the part where the left toe would go. My order number is AF26168156.To resolve the problem, I would like you to credit my account for the amount charged for my cleats; I have alreadywent out and bought a new pair of cleats at my local sporting goods store so sending another would result in mehaving two pairs of the same cleats.Than you for taking the time to read this letter. I have been a satisfied customer of your company for many years andthis is the first time I have encountered a problem. If you need to contact me, you can reach me at (555) 555-5555.Sincerely,SignatureKen ThomasWriting a Letter of InterestLetters of interest are written to express your interest in working for a particular company in aspecific field. Your letter may be written either in response to a job opening or just to investigatepossible employment.Human resource departments receive dozens of letters of interest each week. However, makeyour letter stand out from the crowd using the following tips:1. Before you write, do your homework. Research the background of the company andfamiliarize yourself with their products and/or services.2. Be sure to find out the name of the individual who does the hiring. Address your letter tohis/her attention and use her/his name in the salutation. Simply writing “To Whom ItMay Concern” and “Dear Sir or Madam” could be considered be lazy or rude.3. Start your introductory paragraph with the reason you are interested in pursuingemployment with this company. Try not to start the first sentence with “I”. (See sampleletter of interest.) Also, explain what prompted your inquiry, such as a classifiedadvertisement, a media article or interview, or a referral from an employee.4. In the next paragraph(s), give specific examples of your qualifications. Don’t hesitate toindicate the reasons why you would be an asset to the company. Illustrate your skills,Page 5

strengths, and achievements in a professional, yet personable way. Stay away fromstrings of abbreviated credentials. These, if you have them, should be on the resumeyou’ll enclose with the letter. Direct the reader to your resume and any other enclosures.5. In your final paragraph, thank the individual for his/her time in considering you as a newemployee. Indicate a precise time when you will contact him/her by phone to follow upon your letter. Also, be sure to let the individual know how to contact you.A hard-copy interest letter should be written in the business letter format, while an email shouldbe sent in the same format but without the heading (your return address, their address, and thedate).Keep your letter short, no more than a single page. Remember to check it thoroughly for errors inspelling, grammar and to be sure it addresses each point you wanted to make.sampleYour recent advertisement in the Herald made it clear that customer satisfaction is an integral part of DTI. Inaddition, my close friend, Paula Chavez who is an employee at DTI suggested that my special talents might benefityour customer service department.Part of my success is because I place a high value on personal integrity and represent both my employer and myselfin an ethical and respectable manner. Also, I have a diligence in paying close attention to detail; as a representativeof your company I would bring focus not only to the value of your services but also to quality of customer service.Furthermore, I am a hard, smart-working, self-starter who works well in a team environment.I will call you on June 15 to answer any questions about this letter or my resume in the hope of scheduling aninterview. If you prefer, please contact me by phone (555) 454-1307 or e-mail, [email protected] you for your time in considering my qualifications.Sincerely,SignatureLinda JonesPage 6

Cover Letter WritingWhat is a cover letter?A cover letter is a brief one page letter sent along with the resume to potential employers. Thepurpose of the cover letter is to present yourself to potential employers and to let them knowwhat position you are interested in and why you'd be a good fit to the position and company.Cover Letter FormatA hard-copy cover letter should be written in the business letter format, while an email should besent in the same format but without the heading (your return address, their address, and the date).Cover Letter WritingGenerally the cover letter will consist of three paragraphs. The first paragraph is an introductoryone which introduces yourself. You want to include information on the position you are applyingfor, how you heard about it and why you are interested in the position and/or company.The second paragraph should provide information on your skill, strengths, education,qualifications and/or experience. This paragraph should be concise and give specific examples ofwhy you are the ideal candidate and not simply restate your resume.The final paragraph should close up the letter by requesting an interview and possibly suggesttimes that are convenient for you or stating that you can come in at a time that's convenient forthe employer. Also you should let the recipient know what the best way and/or time to contactyou is (you should let them know both your contact email and phone number so that they cancontact you in their preferred method). Or you can let them that you'll follow up the letter with aphone call in several days. You should thank them for their time to close up the letter.Each cover letter that you send out should be unique and tailored to the specific company andposition you are applying to. Using one cookie cutter cover letter will lessen your chances forlanding an interview. Also be sure to check for grammar and spelling and keep the letter to onepage in length.sampleDear Mr. Black:It is with great interest that I am applying for the position of chief accountant. When I read the job description ofyour ad in the New York Times on August 12th, I felt that it was an ideal match with my career aspirations. I havealways wanted to work for an outstanding company in the Fortune 500 such as Global Answers.I believe that I am the ideal candidate for the position due to my extensive experience as an auditor for KPMG. Atmy current position at KPMG, I perform all of the same tasks that are described in your ad for the chief accountantPage 7

position. In addition to that I have a reputation for being a hard worker who makes sure the job is done right the firsttime. My reports are always completed well ahead of the deadline.Feel free to contact me and setup an interview at your earliest convenience. You can reach me by way of e-mail [email protected] or by way of phone at (555) 555-5555. I look forward to discussing with you my futurewith Global Answers. Thanks for your time and consideration.Sincerely,SignatureKen JacobsEnclosure: resumeWriting an Apology LetterAn apology letter shows that you are sorry and says that you value your relationship with theother party. The sooner an apology letter is written and sent out the better it is for therelationship. Depending on the nature of the letter, it can either be written in the friendly or thebusiness letter format.Friendly/Personal Apology LetterIf this is a personal letter you should start