In-Depth Tips from Dr English

Replies to emails of enquiry or request are a means of creating goodwill with clients as well as your colleagues. Such emails should be responded to as quickly as possible.

It is also important that the replies are written in the correct tone. The personal approach, with plenty of references to I, we, you, me, etc., is ideal for this kind of email. Your reply should be polite and positive, and should give the impression that it is a pleasure for you to be able to respond to the reader and to carry out the request made.

Before you write a reply to a request, read through the text received and take note of all the requests made by the client. Then, decide on the information that you need to give to the client. If you have complied with the request already, tell the client so. If you have not been able to comply with the request or are unable to respond to the enquiry, tell the client what he or she can do. Be helpful.

Language and Organization

Most replies to requests have similar organization. They usually consist of 3-4 paragraphs, although the length of these paragraphs may vary considerably.

a. The First Paragraph: Acknowledge the Request

All replies to requests start with a paragraph acknowledging the request. Your acknowledgement should mention the date of the request, and should summarize what has been requested. Below are some expressions that may be used:

b. The Second Paragraph: Details of Response to Request

The second paragraph gives details of whether or not the request has been granted. If the request has been granted, the customer will need to know the full details of how the request has been carried out. If the request is denied, you need to tell the reader why it has been turned down and what the reader can do.

If you receive a request for something, you can either agree to it or refuse it. Below are some expressions that you may use:

Agreeing to a Request

The following expressions can be used to start a letter in which you agree to a request:

Refusing a Request

This has to be done tactfully and requires an explanation if you don’t want to appear unhelpful or rude. Conventional phrases that can be used are:

c. The Final Paragraph

In this paragraph, we need to express the hope that the arrangements made are satisfactory and we will hear from the reader again (if applicable). The following expressions are useful: