Flashcards on Business Communication and Customer Relations
Business Communication and Customer Relations: A Student Guide
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Customer correspondence
19 cards
Card 1
Question: What are three things a letter or email of complaint should contain?
Answer: 1) Details of the problem that occurred; 2) An explanation of the consequences of the problem; 3) What action you want them to take.
Card 2
Question: What tone and language features should you avoid in formal customer correspondence?
Answer: Avoid casual greetings, contractions, slang, non-standard abbreviations, overly direct commands, vague nouns, casual phrasal verbs, and being too info
Card 3
Question: Give a formal alternative to the informal email greeting: 'Hey Liz, I need help with a project.'
Answer: Dear Ms. Smith, I am writing to ask for help with a project.
Card 4
Question: How should you rephrase the informal contraction 'IDK' in formal correspondence?
Answer: Use the full phrase: 'I don't know what the next steps will be on this project.'
Card 5
Question: Rewrite the direct instruction 'Give me the documents by tomorrow.' in a more formal, polite way.
Answer: Could you please send me the documents by tomorrow at the latest? Thank you.
Card 6
Question: What is a more formal way to express the casual phrasal verb 'check out' in a business email?
Answer: Use a phrase like 'conduct a review of' (e.g., 'The company will conduct a review of this issue next week.').
Card 7
Question: How should you replace a vague request like 'that thing we talked about' in formal correspondence?
Answer: Be specific: 'Could you please send me the form I mentioned last week?'."
Card 8
Question: What mistake is shown by the informal sentence 'The organisation will check out this issue next week' when writing formally?
Answer: It uses a casual phrasal verb ('check out'); in formal writing you should use 'conduct a review' or similar formal phrasing.
Card 9
Question: When writing a complaint letter, why mention past good service?
Answer: To show the issue is out of character and to indicate past satisfaction, which supports your request for rectification and signals you prefer to conti
Card 10
Question: What should you avoid including in a complaint letter to keep it professional regarding future actions?
Answer: Avoid aggressive threats; instead state consequences calmly (e.g., you may have to look for other providers) while expressing a desire to avoid that o