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

Telephone Skills: Handling Customer Complaints - Dialogue 3 Transcript

Telephone Skills: Handling Customer Complaints - Dialogue 3 mp3 audio file

Model Business Letter: Request for Brochure and Price List (Functions: replying to a request, enclosing)

Business Letter: Product No. JK755 (Functions: replying to an enquiry, informing, enclosing

Business Letter: Power Tools (Function: replying to a request, enclosing, recommending

Business Email: Receipt of Component Parts (Functions: informing, requesting)

Business Letter: Stainless Steel Office Fitments (requesting information

Model Business Email: Customer Refund (informing, reporting, apologizing, assuring

Business Letter: Customer Service at J Parks (replying to a letter of complaint, apologizing, explaining, assuring

Model Business Fax: Order for CDs (confirming, ordering, requesting

Model Business Email: Fertiliser Order (confirming receiving an order, suggesting, recommending, requesting clarification

Letter: Local Branch Manager

Business Letter: 20xx Catalogue and Price List (retail, replying to an enquiry, informing

Business Email: Children’s Paints (replying to an enquiry, informing)

Model Business Letter: Request for 20xx Price List and Catalogue (responding to a request, enclosing, offering

Model Business Letter: Kitchen Appliances and Accessories (replying to an enquiry, enclosing, informing

Model Business Email: Invoice #64783 (enquiring, asking for confirmation

Model Business Email: Order for Computer Equipment (confirming an order, confirming delivery)

Model Business Letter: Office Furniture (replying to an enquiry, enclosing, informing

MacDonald’s Opens First Beijing Drive-Through - Article and Vocabulary Glossary

Reading Article: MacDonald’s Opens First Beijing Drive-Through - Comprehension Exercise

Reading Article: MacDonald’s Opens First Beijing Drive-Through - Key Words and Expressions Exercise

Reading Article: Macdonalds Opens First Beijing Drive-Through - mp3 audio file