Диссертация (971997), страница 65

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We hope to retain you as our customer for longtime ahead.Sincerely yours,Kelly RatchelTask 2A, C, BTask 3 (key)Dear Mr. Gibson,Let me apologize for my absence at the meeting and explain why I could not bepresent there or warn you about my absence.At the meeting I was to make a report on my annual work results. I have been preparing the presentation for a month, so, it was ready to be presented.

You know thatmy wife is a very nervous woman, and the day before yesterday we quarreled badly.Opposite to her usual tactics she did not go off on me this time, but took revenge ina new unexpected fashion. When I went to bed, she deleted all the files and pro-135grams on my laptop and all the contacts in my telephone. Then she took my keyand locked me inside the flat.As a result, when I woke up, I could not leave the flat, nor phone anyone, nor connectwith you via Internet.I hope, you now see that my absence was due to force majeure.

Now I have restoredsome of my contacts, your email address was a priority.Please, phone me on ********** as soon as possible, and we will talk over the situation and the ways for me to mend it.Thank you for your patience.Sincerely yours,John HartTask 4 (key)6, 3, 8, 2, 10, 5, 9, 7, 1, 4Task 5 (sample answer)Dear Mary,Having received your letter, I was shocked. This happened for the first time in mypractice.Please, be so kind as to accept my sincere apologies together with sincerest congratulations on such a wonderful occasion.The reason for this unfortunate mix-up might have been the bulk of orders I had tocomplete within a very narrow time limit and my being very tired.There is no doubt, these reasons must never have affected the quality of my work. Tomend the situation I am asking you to choose any cake form my site to your taste andorder it at any convenient moment for free.I hope my offer will help you regain the wasted positive emotions.Best regards,Ann LivingstonFinal Taskтворческий продукт в объеме страницыFor experimental groupsProgress Check Task 1 (key)Dear Mr.

Gross,I am writing to apologize for the mix-up in your high-speed Internet service connection. We have just implemented a new Internet connection plan for your account. Itwill take about 3 days for the new connection to activate. However, we have rectifiedour mistake and asked our installation team to contact you. They will contact you bythe end of this week and set up a time to come over for the final adjustments.Besides, we have decided not to charge you for any Internet usage for the next threemonths. Once again I would like to apologize for the mix-up and any inconveniences this may have caused you.

Let me assure you that whatever happened is oneof the rare instances where a customer of Net-Speed is dissatisfied. We are commit-136ted to providing the best service and speed for all our Internet customers.If you have any further queries, please, be free to contact me on xxx-xxx-xxxx.Sincerely,Andy BatesCustomer Service ManagerProgress Check Task 2Их сбственные варианты ответовProgress Check Task 3 (sample answer)Dear Mrs. Tucker,We regret that you had to make the trouble of writing to us. Your letter of September20 must have crossed with our letter No: 4k of September 21 advising you on the dispatch of goods.Due to power failure in the factory, the production was held up for six (6) days.

Witha large number of orders on hand, we were under serious pressure and therefore hadto work extra hours as soon as the power supply started. In those days we were toobusy to fix the problem of communication chain between factory and administrativebuilding being badly damaged. As a result, communication with customers also facedserious problems.We are extremely sorry about this delay and hope you will realize that it was onlydue to circumstances beyond our control.

We expect that you will receive the goodsby September 30.Yours faithfully,Kenneth Adams137PROGRESS TEST 2Preliminary TaskRead the letter and the response to it.Initiative letter[1] Dear Ms. Jasthi,[2] I am writing to inform you that the air-conditioning unit which I bought in yourstore two weeks ago has started leaking. It has already spoilt the floor in my room. Theheat is unbearable these days, and meteorologists say, it will continue till the end of themonth.

This means that I have to either use the defective appliance or suffer from heat.[3] I insist that you do something about this quickly, or the consequences for me and asa result for you will be rather unpleasant.[4] Waiting for your prompt reply.[5] Yours,[6] Nadir GhaniResponseDear Mr.

Ghani,[1] This is a response to your claim letter dated June 8 about a defective airconditioning unit [2] which you purchased from our store. [3] My sales staff have already checked your receipt and have told me [4] that the item you bought was checkedand passed quality standards [5] before it was delivered to your home. [6] The technician also informed us that [7] the unit was installed properly and functioned well rightafter the installation. [8] If so, the defect of the unit may be due to a manufacturing defect.

[9] After filing this report, [10] if he confirms that the item is defective, [11] wewill promptly deliver a new air-conditioning unit to your home.[12] Thank you for understanding and [13] we hope your problem will be solved withminimum negative consequences for you.Sincerely,Ms.

Govindi Jasthi138Answer the following questions and write your answers in the Answer Sheet.There is one correct answer to each question.1) What has motivated the author to write the first letter?A. The leakage in the air-conditioning unitB. Having to suffer from heat despite the installed air-conditioning unitC. The consequences that the addressor will face soon2) What is the author‘s purpose in the second letter?A. to present a clear picture of the current situationB. to apologizeC.

to put the blame on somebody else3) Which part of the initiative letter has caused the addressee to write the reply immediately? Write the number/s.4) In which parts of the response letter help to relax the tension of the initiative letter?Write the number/s.5) Which of the response letter parts show the addressee that the blame is not on the addressor? Write the number/s.6) What are the relations between the addressor and the addressee?A. They hardy know each otherB. They are old friendsC. They are business partners7) In which of the two letters does the author use more objective reasoning? Write I (forinitiative letter) or R (for response letter).8) In which of the two letters the author is using emotions to affect the addressee? WriteI (for initiative letter) or R (for response letter).9) Where in the initiative letter does the addressor threaten the addressee? Write thenumber/s.10) What part/s of the response letter contain/s information that slows down the addressee‘s negative trend? Write the number/s.139Task 1Read the letter containing mistakes.

In the text of the letter in your Answer Sheetmark the mistakes and correct them.Dear Mr. William BlakeI‘m writing to inform you about in the lot we have sent to you the damaged items couldstill appear because the inadequate transportation. We have already checked the camerasin our warehouse and found out that all the items looked non-damaged and were packedproperly before they got into the container.

The only explanation we have is that the boxwas thrown against something hard. As the container is made of rather soft plastic it didnot break, unlike very fragile cups that had been inside it.We understand your frustration and were unpleasantly surprised by your letter. As youare our constant customer whom we have no intention to lose, we will send you the newcups instead of the damaged ones immediately for free with a different transportationcompany and check thoroughly that the cups are not damaged and are packed properly.Please, except this as our apology. We hope to retain you as our customer for long timeahead.Best regards,Kelly RatchelTask 2Read the claim letter and the response letter which is not finished yet.

Choose themost suitable continuation for each of the three parts in it. Write down the letter(A, B, or C) of the chosen variant into your Answer Sheet.ClaimDear SirsI have to write this claim because my patience is almost over. We have discussed thesituation several times, but you still do not want to fulfill your obligations.Let me remind you that we have signed the contract according to which you were to install new equipment in our head office. My assistant did not check it after the installation, and this was his mistake, of course. But she is a new person here and is not skilledenough to be able handle the equipment immediately.

You did not check it either,though it is common practice for such companies.The results of your incompetence are already telling badly on our business, as we failedto host a presentation of our new product to potential customers.If you continue to ignore your obligations, we will have to bring action to the court.Still hoping you have some common sense left.Yours,Jeff Harding140ResponseDear Mr. Harding,This is in reply to your claim concerning the equipment installed in your office.My name is Mathew, and I will now deal with your problem instead of the previousconsultant.First and foremost, let us analyze the situation.1.A) You wrote that after the installation you assistant did not check the equipment.And at this point a question arises: Is there a possibility that your assistant tried to perform the check, but failed and broke the equipment and then just concealed this fact?This sometimes happens to unqualified personnel.

Please, check this with her onceagain.B) The equipment was installed, it was checked properly, the documents weresigned. This is a standard procedure that is used in such situations. Our technicianknows it very well, and he could not have failed. Thus, it is your assistant that has madea mistake.C) As I see it, our technician did everything properly. He installed the equipment,then he performed the check and only after that your assistant signed the technical inspection report.2.A) Taking all this into account, I do not see any reason for you to bring the actionto court.B) Insisting on your vision of the situation will not change it.

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