Exclusion of Liability and Disclaimer - Lawpack

1 Business Letters & Emails Made EasyEdited by David Crosby1st edition 20052nd edition 2010; reprinted 2012 2012 Lawpack Publishing LimitedLawpack Publishing Limited76 89 Alscot Road London SE1 rights reservedPrinted in Great BritainISBN: 978-1-907765-89-6 Exclusion of Liability and DisclaimerWhile every effort has been made to ensure that this Lawpack publication provides accurateand expert guidance, it is impossible to predict all the circumstances in which it may be , neither the publisher, author, retailer, nor any other suppliers shall be liable to anyperson or entity with respect to any loss or damage caused or alleged to be caused by theinformation contained in or omitted from this Lawpack convenience (and for no other reason) him , he and his have been used throughout andshould be read to include her , she and her.

2 This is an excerpt from Lawpack s book Business Letters & Emails Made get more ready-drafted business letter and e-mail templates for everybusiness situation,click of contentsAcknowledgementsxiiIntroductionx iiiIndex of letters by typexv1 Managing suppliers1 QuotationsFriendly request for a quotation4 Formal request for a quotation5 Quotations queryingQuerying a price 6 Refusing a price change7 OrdersPlacing an order and requesting delivery8 Placing an order and clarifying terms9 Amending delivery instructions10 Amending the order quantity11 Ticking off a supplier for not sticking to the order12 Disputing a supplier s terms and conditions13 Invoices and statementsRequesting a credit note incorrect items received 14 Querying invoices15 Disputing a carriage charge16 Requesting a refund of delivery charges17 Requests.

3 Enquiries and instructionsRequesting further information about a product18 Requesting consultancy information19 Advising existing suppliers of a change in terms and conditions20 Advising a supplier of delivery instructions21iv| Business Letters & Emails Made EasyNegotiating arrangementsExplaining why a new system is required22 Informing a supplier of changed terms and conditions23 Negotiating a rate with a supplier24 Turning down a supplier25 Firing a strong warning shot at a supplier26 ErrorsReturning an incorrect consignment27 Returning a non-conforming consignment 28 Making complaints friendly and firm approachesGentle complaint to a good supplier keeping him on his toes29 friendly complaint about repeated missing items30 Complaining about repeatedly missing items31 Complaining that the quality of service is deteriorating32 Demanding that defective work be made good33 Non-delivery of goods initial letter34 Non-delivery of goods second letter35 Making complaints using a stronger toneGetting a too-persistent sales representative off your back 36 Letter of complaint about the quality of a product37 Complaining about a service that fell well below acceptable standards38 Complaining that a verbal assurance has been broken39 Firm letter to a supplier over a dispute40 Stern reply to a negative response regarding a refund412 Managing customers43 Giving quotationsProviding a quote.

4 Ex-works45 Quoting and advising a potential customer46 Correcting a pricing error, informally47 Correcting a pricing error 48 Responding to enquiries and orders Welcoming a new customer, informally49 Welcoming a new customer50 Contents | vResponding to an international enquiry and outlining terms51 Requesting an international client to issue a letter of credit52 Playing one client off against another53 Querying an order with a customer54 Confirming packing list details with an international customer55 Acknowledging an order goods temporarily out of stock56 Telling a customer it s too late to amend an order57 Making apologiesApologising to a person receiving unwanted mail58 Notifying a customer that corrective action has been taken59 Replying to a complaint about poor service60 Apologising to a customer for a delay in supplying a product61 Apologising for a missed appointment62 Making a

5 Gentle apology to an established customer63 Explaining an apparent quality defect64 Apologies with a hint of grovellingApologising for breaking a verbal assurance65 Apologising to a customer for items that have not arrived66 Handling awkward customersHandling a customer who is trying it on67 Handling a very rude customer68 Denying Liability following a complaint69 Denying a potential breach of contract70 Refusing customersAdvising a customer that new orders cannot be supplied71 Refusing to accept that a carriage charge be deducted72 Negotiating an amendment to an order73 Refusing a customer a refund outside the time period74 Thanking customersResponding to a letter of appreciation 75 Thank-you letter for hospitality 76 Thanking a satisfied customer77 Thanking a good client.

6 Slightly cheekily78 Thanking a business associate for a referral 79 Keeping customers informedAppointment of a new General Manager 80 Personal announcement to a customer about your new position81 Reawakening a business relationship82 Surveying customer attitudes83 Using a customer-service exercise to revive a lapsed customer843 Sales and marketing management85 Sales letters that sellInviting the customer to visualise87 Using the lure of large potential gains88 Using a force-free trial to increase response89 Using curiosity to arouse interest90 Seeking new business with a personalised letter91 Outlining services on offer92 Using a testimonial to gain interest93 Selling on enthusiasm, immediacy and personal attention94 Telling a story to grab attention 95 Encouraging a customer to renew a subscription96 Following up a meeting to solicit new business97 Requesting an agency Declining a distributor s offer98 Asking for an agency99 Accepting an agency outlining the terms100 Declining an agency but offering distribution102 Managing an agent s performance and conductThanking an agent for obtaining some business103 Motivating an agent with an extra discount for higher sales104 Complaining to an agent who is acting beyond his powers105 Reprimanding an agent who is working for a competitor106 Explaining why agency powers have been exceeded107 Dismissing an agent for working for a competitor108

7 Handling queries about an agent s commissionRecommending that prices be reduced109 Responding to a request for lower prices110vi| Business Letters & Emails Made EasyAsking for more commission111 Negotiating a request for more commission 112 Notifying agents of changesNotifying an agent of revised prices113 Notifying a distributor about a need for a surcharge114 Managing public relationsFriendly letter to the media about the loss of a key person115 Dealing with advertising agenciesConfirming an advertisement to an agency116 Note to an agency about the incorrect position of an advertisement117 Refusing one offer to advertise and accepting another118 Making a very low offer to advertise1194 Debt collection and credit control121 Demands for paymentGently reminding a customer about payment not received123 Requesting confirmation of when items will be paid for124 Reminding a customer about credit terms and requesting payment125 Chasing up a commission payment126 Stronger demands for paymentNotifying that an account is overdue and requesting payment127 Requesting payment within seven days128 Requesting more timely payment129 Appealing to a customer s sense of fair play to obtain payment130 Final demands for paymentNotifying that an account is seriously overdue131 Requesting payment from a company which seems to be going under132 Asking for payment in full keeping up the pressure133 Announcing court proceedings in seven

8 Days 134 Granting creditOpening an account for a customer135 Contents | viiviii| Business Letters & Emails Made EasyNotifying a new trading account136 Notifying a buyer about a discount for prompt payment137 Announcing a credit surcharge on all accounts138 Refusing credit Sending a proforma invoice139 Sending a proforma invoice, due to a poor record of payment140 Complaining about credit terms not being adhered to141 Writing off a debt and refusing to supply a company142 Handling queries and disputesEnclosing a copy of an invoice requested143 Rejecting an invitation to contra invoices144 Informing a customer that a statement has already beenpaid145 Responding to requests for paymentAdvising that immediate payment is on its way146 Advising an international customer that payment is on its way147 Involving the lawyersAsking for a quotation from solicitors1485 Employing people149 Interviews and offersAsking a candidate to attend an interview151 Confirming an interview appointment152 Acknowledging a job application153 Rejecting a

9 Speculative job application154 Rejecting a candidate after an interview155 Rejecting a candidate who came very close to being appointed156 Making an offer of employment157 ReferencesAsking for a reference158 Replying to a request for a reference159 Giving a qualified reference160 ResignationsResigning from a job161 Warnings and dismissal First written warning to an employee (for breaching the safety code)162 Final written warning to an employee (for breaching the safety code)163 Dismissing an employee (for breaching the safety code)164 Summary dismissal165 General announcements and noticesAnnouncing a bonus166 Advising employees of an intention to relocate167 Notifying staff about the resignation of an employee168 Notices to individual employeesNotifying an employee of her entitlement to sick pay169 Refusing to allow a leave of absence with pay170 Notifying an employee about a company loan171 Confirming to an employee the termination of her employment172 Maternity and other leaveNotifying an employee of her entitlement to maternity pay173 Confirming that an employee is not entitled to receive maternity pay174 Wishing an employee a speedy recovery175 Motivating staffMotivating an employee whose performance has deteriorated176 Using a

10 Promotion to motivate an employee177 Motivating a team to achieve a goal 178 Offering congratulationsAnnouncing a performance award179 Appreciating an employee s special effort180 Congratulating the winner of a business award181 Health and safetyReminding staff about the health and safety policy182 Reporting a death to the Health and Safety Executive 183 Contents | ixx| Business Letters & Emails Made EasyHoliday policyAnnouncing extra holiday entitlement184 Announcing the carrying over of outstanding holiday entitlement185 Offering sincere condolencesOffering condolences to a bereaved wife186 Offering condolences to the parents on the sudden loss of a son 1876 Banking, insurance and property189 Managing an accountOpening a current account191 Cancelling a cheque192 Notifying a bank about a change of signature for cheques193 Closing an accou