Model Email: Missing Order Information (Function: Attaching, Informing, Requesting)

Business Letter: Pocket Calculators (Functions: Informing, Enclosing, Offering)

Model Email: Spring Collection Plans Update (Function: informing)

Model Business Letter: Incident at Happy Valley Store on 21 November 20xx (Functions: Reply to letter of complaint, asking for information, apologizing, offering

Model Business Email: Discount Query (Functions: Referencing, negotiating)

Business Email: Order Ref. No. 856 (Functions: referencing, informing)

Model Business Email: Request for Catalogue (Functions: referencing, requesting)

Model Business Letter: My Order (Functions: Placing an order, enclosing)

Business Email: Order Cancellation (Functions: order cancellation, asking for confirmation

Business Email: Order Confirmation (Function: confirming order, giving details

Business Email: Order No. 75893 (Functions: order status, back order, apologising

Business Email: Order Reference 74589G (Function: order cancellation

Business Email: Payment Request (Function: pre-payment request

Model Business Email: Purchase Order 641P (Functions: order status, delay, apologising)

Business Email: Quotation (Functions: replying to a complaint, addressing problems and mistakes, apologising

Model Business Email: Brochure and Price List Request (Function: requesting price list)

Telephone Skills: Handling Customer Complaints - Dialogue 1 Transcript and Vocabulary Glossary