writing recap

• Engels
• MBO
• Studiejaar 1-4

Writing recap

and letter of complaint

How do you start
a letter?

How do you start a letter when
you don't know that person's name?

How do you finish it?

How do you structure a letter? 

Which of the following is not correct?

1. Dear Jimmy, Hello I am writing you because...
2. Dear Jimmy, I am writing you because....
3. Dear Jimmy I am writing you because
4. Dear Jimmy, This letter is being written to you because..

What is the rule for using a comma after starting and finishing a letter?

Which word can you not use
when finishing a letter?

You are going to write three pieces of text. To simulate the writing exam. 

And now, we will talk about complaining. 

Can you say:
I have complain about ....

1. Yes
2. No

What is the difference between the following:
I have a complaint about
I am complaining about this

When a customer telephones or writes to your company to complain, what

procedure does the company follow? Discuss in pairs. 

What are some things
you came up with?

Read seven pieces of advice for handling complaints. Which do you

think is good advice? Remember the letter you think is the best. There will be a poll in the next slide. 

a Listen to the customer or read their complaint carefully.

b Let the customer know that you are going to take action and by when.

c Wait to see if the customer calls or writes again before taking action.

d Take responsibility and investigate the problem. Talk to everyone involved.

e Call or write to the customer and explain the reason for the problem. Avoid making

an apology or offering compensation immediately.

f Offer compensation if the customer suggests taking legal action.

g Write a polite and formal letter so everything is in writing, and offer compensation

if the customer’s complaint was valid.

Which of the options did you pick?

A

B

C

D

E

F

G

What are some things you should
absolutely not do when someone complains?

The letter must be 160 words long and include:

- 

Write a letter of complaint to a business about one of their products or services.   

The letter must be 160 words long and contain the following:

- Proper greeting 

- Reason for writing 

- Tell them what your complaint is 

- Tell them how you would like it to be resolved

- Ask them how long this resolution will take

- Sign off 

Exchange letters with someone in your proximity 

You are the owner a business and just received a letter of complaint. 

- Answer the letter

- Apologise

- Come up with a solution 

- Tell them you hope this solves their problem 

- Sign off