Page 15 - English for Economic Development

Dear Ms. Tania

We are writing to complain about the payment for our order. We order 164 kitchen rugs model number
156 on 29 April and transferred the payment on 1 May. As it is stated in the catalog, if customers order
more than 100 pieces and pay before 3 May, they will get a special discount and cashback up to 30%.
Unfortunately, we have been waiting for a week, and we did not receive any information about the
cashback. Further, we also need certainty when the product will be delivered, since we should
distribute the package next two weeks. We do really appreciate an immediate response regarding how
to handle this issue. Attached, you will find my receipt and payment proof of the product.

I look forward to hearing news from you soon.

Sincerely,

Rara Sinclair

To respond to an email, we should recognize:
1. What is the problem?

2. What are our role or job descriptions?
3. What is the appropriate style to respond to the email?
4. What are the solutions to solve the problems? It can be a promise, offer, and

request.
After we decide on the solutions, we may start to construct and send the email.
Following the example above, Rara Sinclair sends a complaint email to Ms. Tania about
the payment of the product. To respond to Rara's complaints, Ms. Tania should be able

to recognize her job descriptions, analyze the problems, and provide solutions.

1. The problems of the complaining email from Rara Sinclair:
a. Rara Sinclair orders 164 kitchen rugs model number 156, yet she does not get a

discount.
b.Customers who order more than 100 and pay their order before 3 May will get a
special discount. Rara Sinclair has paid her orders on 1 May.
c. Rara Sinclair has been waiting for one week, yet she does not get any

information.
d. Rara Sinclair requires exact information about the discount and delivery of
the product.
2. The job descriptions of Ms. Tania

Ms. Tania works as a customer service director. As a customer service director, she
is in charge of monitoring progress, implementing policies and procedures for
dealing with customers, dealing with disgruntled customers, and making sure
that interactions between the customers run smoothly.

3. The appropriate style
The appropriate style to respond to the email from Rara Sinclair is the formal style
as Rara Sinclair is the customer.

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