SnailMail15

The manager who is responsible for our after-sales service is new to the department and not yet familiar with all our procedures, but this is no excuse for such a long delay. Rest assured, he is now aware of the problem and will arrange for an engineer to call at whatever time is most convenient for you. Obviously this will be free of charge. I have also authorised a 10% refund of the purchase price.

If you are still not fully satisfied with the system, please contact me personally and I shall be happy to supply you with a replacement.

My apologies once again for the inconvenience this has caused you.

Preposition + noun + preposition

a regard b agreement c touch d addition e favour f case g effect h account i view j pressure k terms l accordance m behalf

Grammar: Multi-verb expressions

a put off writing back b remember to open c forget to include d Forget about spending e recommend using f suggest you use g should aim to sound h should try to keep i advise you not to exceed j avoid using k consider enclosing l can’t trust it to pick up m regret relying n can manage to get o Imagine receiving p Think about redrafting

Phrase bank: Standard letter-writing expressions

a I hope you are well.

b Thank you for your letter of Jan 12.

c My apologies for not replying sooner.

d Further to our conversation last Friday ...

e It was a pleasure meeting you last week.

f I am writing with regard to our contract renewal.

g Unfortunately, I am unable to increase the discount.

h What we can do is to offer you a higher credit limit.

i Perhaps we could meet to discuss this.

j I’ll be in touch sometime next week.

k I am enclosing a copy of our latest catalogue.

l If you require any further assistance, please do contact me.

m I look forward to meeting you again at the conference.

n I look forward to hearing from you soon.

o Yours sincerely, ...