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staff training methods, and that your staff will be more polite and helpful to customers from
now on.
Yours faithfully,
David Edwards
21. Study the complaints below and match the mild complaints to the strong ones with
the same meaning.
Mild Complaints
1 _ I am writing in connection with …
2 _ I believe I may be entitled to a …
3 _ The treatment we received was a little disappointing …
4 _ I hope that you will try to …
5 _ In addition to this, …
6 _ I am afraid that I probably will not …
Strong Complaints
a I was extremely upset by the service we received …
b To make matters worse …
c I am writing to express my strong dissatisfaction with …
d I can assure you that I will not …
e I demand a …
f I strongly recommend that you …
22. Use the information in Ex., as well as the plan below to write your letter of
complaint (120-180 words). You can use the letter in Ex. as a model.
Plan
Dear Sir/Madam
(Para 1) Introduction. Why are you writing the letter?
(Paras 2-4 ) Main Body. What are your complaints and justifications?
(P 5) Conclusion. What action do you suggest should be taken?
Yours faithfully,
Your full name
Writing an Assessment Report
23. Read the report and fill in the appropriate subheadings from the list:
Conclusion; Service; Introduction; Atmosphere; Food and Prices
To: Mr C.James, Editor
From: Alex Thompson, Assistant Editor
Subject: Taj Mahal restaurant
1. … The purpose of this report is to assess the good and bad points of the Taj Mahal
restaurant.
2. … The Taj Mahal offers a wide range of Indian cuisine, all of which is beautifully cooked
and presented. What is more the meals are good value for money as the prices are quite
reasonable.
3. … The waiters are very polite and friendly and they are able to make helpful suggestions
about the menu. However, the service is a little slow, especially when the restaurant gets
busy.
4. … The restaurant has a tasteful Eastern-style d?cor and thick carpets. In addition, the soft
ethnic music helps to give the Taj Mahal a very pleasant atmosphere. Nevertheless, the
lighting is poor, so it is difficult to read the menu.
5. … In conclusion, although the service can be slow and the lighting poor, the Taj Mahal is
a pleasant restaurant that offers excellent food at reasonable prices. Therefore, I would
certainly recommend it to anyone who enjoys Indian food.
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