Structuring Problem Emails

On certain occasions it is necessary to send an email to an associate when something has gone wrong. Below you will find a simple structure with phrases to be used when you want to detail this problem, inform the recipient what you have done to remedy this, and to include a polite apology.

Here is an email from a Project Manager regarding the delayed delivery time of a steam turbine to the end customer. Note the highlighted words and phrases in bold.

Dear Mr Ryder,

I am writing regarding the delivery date of the Model-C Turbine that you have ordered. I regret to inform you that the delivery date of 18th October will not be possible.

Unfortunately, we were informed yesterday by a sub-supplier that a key part of the turbine will not be available until 2nd October. As we had expected this part to be available from this week, we have no option but to set a new delivery date of the turbine to 30th October.

I would like to inform you that we are doing everything in our power to keep the delivery time as short as possible. This includes working extra hours in the assembly area once the key part has been delivered.

Finally, I would like to apologise for any inconvenience this unforeseeable delay has caused.

 If you have any further questions, do not hesitate to contact me.

Best regards,

Ralph Neumann

Project Manager Steam Turbines

From the following options…..

  1. Action you are taking (What you want to do)
  2. Polite closing remarks (Friendly way to end an email)
  3. Opening and situation (How you start an email)
  4. Apology (Saying sorry for something that has happened)
  5. Details/cause of the problem (The reasons for the problem)

…. Match to each part of the email.

1. I am writing regarding the delivery date of the Model-C turbine that you have ordered. I regret to inform you that the delivery date of 18th October will not be possible.

 
 
 
 
 

2. Unfortunately, we were informed yesterday by a sub-supplier that a key part of the turbine will not be available until 2nd October. As we had expected this part to be available from this week, we have no option but to set a new delivery date of the turbine to 30th October.

 
 
 
 
 

3. I would like to inform you that we are doing everything in our power to keep the delivery time as short as possible. This includes working extra hours in the assembly area once the key part has been delivered.

 
 
 
 
 

4. Finally, I would like to apologise for any inconvenience this unforeseeable delay has caused.

 
 
 
 
 

5. If you have any further questions, do not hesitate to contact me.

 
 
 
 
 

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