Understanding Problem Emails 2

Many people find it very difficult to understand the exact meaning of emails. Sometimes this happens because we cannot see the facial expressions or hear the emotions in the voice of the person who is writing the email.

However, certain phrases also help us to understand what the author might be feeling when they write the email. Have a look at the sample emails below and try to identify the author’s intended meaning for each email. Use the words in bold to help you identify if the action mentioned is considered a. optional (the reader may choose if they do this or not) , b. recommended (the author thinks this is something the reader should do) or c. mandatory (this is a requirement and the reader has no choice) by the email’s author.

1. Dear User,

Thank you for your recent service request. Unfortunately, we do not have the information needed to process your request. It would be helpful if you provided additional information about your specific IT needs. This information would enable us to suggest a suitable product.

Best Regards,

Your Service Team

 
 
 

2. Dear User,

Thank you for your letter of complaint. Based on your difficulties, we will be recommending that the department deal with this process differently in the future. Your email flagged up several problems which we had previously not considered. Therefore, we encourage you to continue informing us about difficulties you encounter. This will help us to improve user experience in the future.

Best regards,

Your Service Team

 
 
 

3. Dear Service Department,

As a long-term customer, I am familiar with the difficulties you have had in recent months. However, I am not at all satisfied with the options presented to me regarding the delivery shortages. I understand that every company experiences these occasionally, but the amount has increased dramatically recently. Therefore I strongly suggest that you take measures to ensure that these problems are solved as soon as possible. If this not does happen, I will be forced to rethink our working relationship.

Best regards,

Your customer

 
 
 

4. Dear Service Department,

Unfortunately, I have seen no progress regarding the recent delivery difficulties. This leads me to believe that our long-standing business relationship is of no interest to you. Therefore I demand that you provide evidence of improvement by the end of next week. If you do not respond or if you cannot do this, I will terminate our agreement immediately.

Best regards,

Your customer

 
 
 

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