LESSON 26: HOW TO NOTIFY A CUSTOMER ABOUT CHANGES IN BUSINESS OR POLICY?
--怎样通知客户公司将作出某些变动？


CONTENTS

I. USEFUL EXPRESSIONS 常用语

II. SAMPLE 范文

III. TIPS 掌握写作要领

IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS 精通常用词组和句型

V. WRITING WORKSHOP 写作小作坊

VI. GOODIES & GIFTS 实用小礼物

I. USEFUL EXPRESSIONS
常用语

1. How to notify a customer about pleasant changes in business or policy?

I'm pleased to report that effective July 1, we'll be decreasing the dealer's price of our Personal Finance software package to $49.95 per unit.

We have extended the hours for our consulting services in order to accommodate our customers' needs.

We are now open from 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 a.m. to 12:00 p.m. on Saturday.

2. How to notify a customer about unpleasant changes in business or policy?

We regret we will no longer be able to accept returns for cash at Kaber's.

However, we will be happy to exchange your returned goods for credit towards any other purchase at Kaber's.

Due to an unexpected price increase from our supplier, the price of our Tropical Delight juice will increase 5 percent on July 1.

3. How to inform a customer about changes in address or other matters?

Our address for mailing payments is being changed to ....

This new mailing address is for invoice and statement payments only.

Other correspondence and purchase orders should still be sent to the address shown at the top of this letter.

4. How to end a letter with unpleasant news?

Thank you for your understanding.

I appreciate this occasion to explain the new procedure to you.

Your cooperation will be appreciated.

We hope you'll agree that even with the new price, our product remains an excellent value.

5. How to end a letter with pleasant news?

We hope you will take advantage of our longer hours.

We hope this price decrease will contribute to your continued success with this popular software package.

We appreciate your business and look forward to a continued association with you.



II. SAMPLE
范文

Dear _______[customer]:

Due to unexpected problems we have encountered in the rapid expansion of our business during the past six months, we regret we will no longer be able to accept returns for cash at AceSports'. However, we will be happy to exchange your returned goods, with receipt attached, for credit towards any other items listed in our Spring catalog. AceSports is always ready to serve your needs and will continue to offer you the most competitive prices.

Thank you for your understanding.

Sincerely yours,



___________[name]
___________[title]

Enclosure



III. TIPS
掌握写作要领

1. Notify customers as early as possible if your are going to make any change in business.

2. Provide all the necessary details about the changes.

3. For pleasant changes, emphasize how customers will benefit from these changes.

4. For unpleasant changes, offer explanations, try to present the situation in a more positive way, and thank the customer for understanding.



IV. EXERCISE: WORDS, PHRASES AND SENTENCE PATTERNS
精通常用词组和句型

1. Click on the word or phrase that fits the sentence:

  1. We hope that you will take ____ advantage of this new price cut.
    (A) complete
    (B) full
    (C) entire
    (D) whole

  2. I'm delighted to report that ____ May 1, our service hours will be extended.
    (A) effected
    (B) effective
    (C) efficient
    (D) effectual

  3. Thanks to a more ____ price contract we have signed with our supplier, we are now happy to be able to cut the prices of our pressure cookers by 8 percent.
    (A) favoring
    (B) favored
    (C) favorite
    (D) favorable

  4. Due to ____ higher prices for stainless steel, the price of our Delux pressure cookers will increase by 10 percent.
    (A) increasingly
    (B) increasing
    (C) increased
    (D) incrementally

  5. The price of all handheld computers, excepting MiniPC 301 and MiniPC 302, will ____ by 10 percent on May 1, 1998.
    (A) depress
    (B) descend
    (C) decrease
    (D) devalue

  6. _____ increasing competition in the furniture market, our selection remains the best in this area.
    (A) In spite
    (B) Despite of
    (C) Instead of
    (D) In spite of

  7. I was ____ to hear how popular our "Little Buddy" line of computer games has been with your customers.
    (A) delightful
    (B) delighted
    (C) delighting
    (D) delight

  8. Due to the rapid ____ in labor and operating costs, MetroHome finds it necessary to increase some of our service charges.
    (A) raise
    (B) rising
    (C) rise
    (D) rising

  9. Let me _____ you that, despite the changes in our procedures for handling complaints, any problems occurring during our three-year warranty period will be resolved at our expense.
    (A) assure
    (B) ensure
    (C) guarantee
    (D) secure

  10. The company plans to target large multinational corporations that can benefit ____ its assets in Europe.
    (A) with
    (B) on
    (C) in
    (D) from




2. Fill in the blanks with words chosen from the list below. Add capitalization when necessary (1):

for, during, started, within, approval, encounter, in, repaired, using, pay

Thanks to the Federal Communications Commission's (1) of its application, Tel-Pacific (2) selling its service to U.S. customers.

AT&T was expanding its services in a number of developing countries where only 1 (3) 10 people had phones.

If you (4) a problem with your KONISA product (5) the service period, KONISA will (6) standard overnight delivery charges (7) shipping the product to the repair facility and for shipping it back to you. (8) three business days after receiving your KONISA product at the repair facility, the product will be (9) (or replaced) and shipped to you, (10) overnight delivery.




3. Fill in the blanks with words chosen from the list below. Add capitalization when necessary (2):

up to, by, on average, according to, as a result, for, for, over, only, by contrast

What are the advantages of an electronic (or "virtual") bookstore (1) ordinary (or "physical") bookstores? (2) statistics, physical bookstores must stock (3) 5 months' worth of inventory to provide enough in-store selection customers need. (4) , these stores must pay distributors and publishers 2 to 3 months after they buy the books. (5) , they carry the costs of books (6) up to four months. (7) , a well-managed e-bookstore carries (8) 15 days' worth of inventory and is paid immediately (9) credit card. That makes it possible (10) it to expand its business rapidly.

select, click, enter, buy, need, arrive, spend, send, made, stored

Internet technology has (11) it very easy to (12) a book from an e-bookstore. Just (13) a few minutes in front of your computer, (14) a book title, (15) your address and credit-card number, and (16) "Submit," and the book will soon (17) at your mailbox! After the first purchase, your shipping and credit-card information will be (18) securely, so the next time, all you (19) to do is a single click to (20) the books to your home.



V. WRITING WORKSHOP
写作小作坊


If you want to write well, you must learn to use punctuation marks correctly. Read the passages below and add punctuation marks and capitalization when necessary. The answer is for your reference.
(加上标点符号并在每个整句的开头将字母大写)




写作小作坊 叁考答案

K&P Technology provides a comprehensive automated and online technical support program. Our free telephone support for diagnosing hardware problems with K&P systems is available 24 hours a day, 7 days a week, 365 days a year. Our free telephone support for operating system problems provides quick access to specially-trained technicians. Your calls are handled directly by a technician who has been certified by the developer of the operating system you are running.

K&P provides free telephone assistance for the first 30 days from the invoice date for installing and configuring all K&P-installed applications software. A software support contract is also available for assistance after 30 days from the invoice date.

K&P systems are designed and extensively tested to be compatible with all standard operating systems. If you encounter a compatibility problem with your K&P system anytime within three years after the invoice date, we guarantee that K&P's technicians will work with you to identify the cause of the problem and recommend a solution.


VI. SOMETHING FOR NOTHING
GOODIES & GIFTS （实惠小礼物）

1. New Words, New Meanings

IPHONE: n. 网络电话

ICQ: (from "I seek you") 网络寻呼机

IRC: (from "Internet realtime conversation") 网络实时交谈


2. A Ready-Made Letter for You

Want to notify your customers about the change of business hours? Here's a ready-made letter for you.

Dear __________:

As part of our efforts to improve our services, we have decided to extend the hours for our _________________ service in order to meet our customers' needs. We are now open from ____ a.m. to ____ p.m. Monday to Friday, ____ a.m. to ____ p.m. on Saturday, and ____ a.m. to ____ p.m. on Sunday.

We hope you will benefit from our longer hours.

Sincerely yours,



___________[name]
___________[title]