WRITING SKILLS
Zanete Garanti
Lecturer
University of Mediterranean Karpasia
5. Business EMAILS
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Importance of the business emails,
Email etiqquete,
Practice.
Different types of the business email
 Informative
 Complain
 Request
 Apology
Some things to pay attention before sending
your email
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Email address
Grammar
Spelling
Punctuation
Subject line
Cc and Bcc
Layout
...
Top Email Mistakes
Omitting the
subject line
Not making the
subject line
meaningful
Forgetting to
check for spelling
and grammar
Expecting an
instant response
Completing the
"to" line first
Not personalizing
your message to
the recipient
Not accounting
for tone
Thinking that no
one else will ever
see your email
Your signature
Reply in anger or
in long thread
Overuse of the
"high-priority"
flag
ACTIVITY: FORMAL OR INFORMAL
ACTIVITY: FORMAL OR INFORMAL
Dear (title) ____:
I wish to complain about ____ (name of product or service, with serial number or
account number) that I purchased on ____ (date and location of transaction).
I am complaining because ____ (the reason you are dissatisfied). To resolve this
problem I would like you to ____ (what you want the business to do).
When I first learned of this problem, I contacted ____ (name of the person, date
of the call) at your company, and was told that nothing could be done about
my problem. I believe that this response is unfair because ____ (the reason you
feel the company has an obligation to you). I would like a written statement
explaining your company’s position and what you will do about my complaint.
I
look forward to hearing from you as soon as possible to resolve this problem. If I
do not hear from you within ____ days I will file complaints with the appropriate
consumer agencies and consider my legal alternatives.
I am attaching copies of my receipt or ___________ (other proof of payment or
documentation of complaint).
You may reply to me at this email or call me at (phone number).
Sincerely,
(your full name)
Activity: Apology
Apology: Prompts (1)
1. Please accept my…
g) sincere apologies
2. We’re having a temporary problem…
j) with our software
3. We’re doing everything we can to…
f) resolve the issue/sort it out
4. Can you leave it…
i) with me for a day or two ?
5. I’ll look into the matter urgently…
b) and get back to you tomorrow
6. I’ll send you…
a) a replacement immediately
7. We are sending you small gift…
c) as a gesture of goodwill
8. I can assure you that…
h) this will not happen again
9. I apologise again…
d) for any inconvenience this has caused
10. If you have any further queries, do not..
e) hesitate to contact me
Activity: Apology
1. I am absolutely/extremely/really/very sorry for what has happened
2. Thanks you for bringing this issue/material/problem to my attention
3. We can assure you that the articles/goods/items/wares were dispatched on
time.
4. We were sorry to hear that the product was damaged/defective/faulty/out
of work when you received it.
5. This was due to an oversight when we processed your order/a strike in our
factory/an inflammation in our warehouse/ circumstances beyond our
control.
6. I am trying to sort it out/sort out it/sort the problem out/sort out the
problem as a matter of urgency.
7. Please return the faulty goods, and we will refund you/repair them/replace
them/restore them immediately.
8. We appreciate that this has caused you considerable inconvenience, but
we cannot accept any breach in the contract/ disadvantage/
liability/responsibility on our part.
Apology: Prompts (2)
1. I am absolutely/extremely/really/very sorry for what has happened
2. Thanks you for bringing this issue/material/problem to my attention
3. We can assure you that the articles/goods/items/wares were dispatched
on time.
4. We were sorry to hear that the product was
damaged/defective/faulty/out of work when you received it.
5. This was due to an oversight when we processed your order/a strike in
our factory/an inflammation in our warehouse/ circumstances beyond
our control.
6. I am trying to sort it out/sort out it/sort the problem out/sort out the
problem as a matter of urgency.
7. Please return the faulty goods, and we will refund you/repair
them/replace them/restore them immediately.
8. We appreciate that this has caused you considerable inconvenience,
but we cannot accept any breach in the contract/ disadvantage/
liability/responsibility on our part.
Activity: Apology
1. Thank you very much this matter for bringing to my
attention.
2. I was very experienced to learn the problems about you
concerned.
3. I will look the matter into and get back you to within
the few next days.
4. Once again, accept our apologies please caused for the
inconvenience.
5. Having this matter in detail looked into, I be of no
further assistance regret that I can.
Apology: Prompts (3)
Activity
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Write an email to your teacher
(zanete.garanti@akun.edu.tr)
You should write a complain about your
midterm exam timetable.
Pay attention to email layout, style, grammar...
First 10 correct emails that will come to my mail
box will be awarded with 10 points in the
midterm
Next 10 correct emails will be awarded with 5
points
Others will get 3 points for the midterm! 