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Notes

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Provide a brief description of yourself here.

Example
Name: Fauziah Saadah Abdul Halim
Position: Senior Lecturer
Affiliation: UiTM, Shah Alam
Hp No: +6012 220 0540

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Notes

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3. LAYOUT, FORMAT _ MECHANICS OF GD BUSINESS LETTERS

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What are the differences between business letters, emails and memorandums?

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What are the advantages of written over spoken messages?

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What are some of the purposes for which business letters may be written?

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What are the essential parts of a business letter?

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Notes

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EWC662 Notes Useful Language in Letter Writing

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Notes

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Write a letter requesting information about an oversea trip that your read from a website.

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Your colleague has been promoted recently. You knew him/her for the last two years and worked with him/her on various projects. He/She is known to be diligent and generous. He/She also shows good leadership qualities and is well-respected by his/her peers.

Write a letter to congratulate him/her on his/her promotion.

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Notes

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What's wrong with this email?

From: halim@presto.co.my
Date: 25.6.2019
To: siti@trainingonline.com
CC:
Subject: HELLO!!

hi Siti

Hope things r well with u, its good 2 know that u will be back in malaysia again in nov to hold ur seminar on effective bix writing. PLS LET ME HAVE SOME FREE DATE while u r over here. some bookstores r interested in a talk 🤬 singing event, i hope u will agree to take part.

thx & XOXO
- Halim

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When a customer is dissatisfied with goods or services, a complaint letter will be issued to inform the company or organisation concerned of the problem faced.

Such a letter issued should both present the facts and express the customer’s dissatisfaction.

Because a complaint, unlike a claim, does not necessarily call for action or compensation from the company, it should be answered gracefully.

Extend an apology when replying.
More information in iclass:

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Write a letter to Fajar Publishing, Selangor complaining that the books sent by them were not those you had ordered for. Ask for replacement.

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What is the format for a letter of complaint?

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Write an email to Cerruti 1881 Corporation, complaining that the wrist watch you recently bought from them does not function properly and ask for replacement.

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When responding to a customer's complaint, it’s important to do three specific things:

1. Respond specifically to the issues brought up by the customer.

2. Provide a specific apology that acknowledges any mistakes on your end.

3. State exactly what you intend to do (or have already done) to make it right.

4. Propose how you will improve the customer’s experience in the future.

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List some of the advantages of replying to customer's complaints?

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Practice 3: Reply to Letter of Complaint

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Practice 3: Reply to Letter of Complaint

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Instruction: Write a reply email to this complaint.

To: 1medicare.my
Subject: Appalled at the attitude of 1MediCare medical staff

Dear Sir /Madam

I am writing to complain about my experience at the clinic in 1MediCare today. I am a first time mother to a 11- week-old baby boy and was appalled at the attitude of the staff there.

She handled by baby very roughly until there were visible bruises all over my baby's tiny body. When I pointed out to her, she yelled at me calling me an unfit mother.

As you would expect, I am reliant upon the health professionals to help advice me about the care of my baby. I do not feel that the staff at 1MediCare delivered the level of service that I would expect to a new mother and a small baby.

Sincerely,
Nadiah Hussin

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Practice 4: Reply to a letter of complaint

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Practice 4: Reply to a letter of complaint

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Instruction: Write a reply letter to this complaint.

Junaidah
123 Jalan Indah
Selangor

June 15, 2016

Customer Service Manager
Coreway
Selangor

Dear Sir/Madam,

I am writing today to complain of the poor service I received from your company on October 12, 2019. I was visited by a representative of Coreway, Mr. Ahmad, at my home on that day.

Mr. Ahmad was one hour late for his appointment and offered nothing by way of apology when he arrived at noon. Your representative did not remove his muddy shoes upon entering my house, and consequently left a trail of dirt in the hallway. Mr. Ahmad then proceeded to present a range of products to me that I had specifically told his assistant by telephone I was not interested in. I repeatedly tried to ask your representative about the products that were of interest to me, but he refused to deal with my questions. We ended our meeting after 25 minutes without either of us having accomplished anything.

I am most annoyed that I wasted a morning (and half a day's leave) waiting for Mr. Ahmad to show up. My impression of Corway has been tarnished, and I am now concerned about how my existing business is being managed by your firm. Furthermore, Mr. Ahmad's inability to remove his muddy shoes has meant that I have had to engage the services, and incur the expense, of a professional carpet cleaner.

I trust this is not the way Coreway wishes to conduct business with valued customers—I have been with you since the company was founded and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.

Yours faithfully,
Junaidah Bt Kamarul

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Your company is celebrating the coming Hari Raya Holiday by giving everyone a 3-day leave.

Write an email wishing your colleagues a blessed holiday.

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List down some of the tips in writing letters of sympathy.

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Your colleague in another branch was met with an accident on his/her recent business trip.

Write a letter of sympathy on his misfortune and wish him well.

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To: sarah48@gmail.com
From: nurhidayu48@gmail.com
Subject: Happy Eid Mubarak

Dear Sarah,

Happy Eid to you and your family. May this Eid gathers all the happiness to you and your family. Eid is not only the moment of love and celebration but it also brings enemies closer enough to make them good friends. So stay happy and blessed to enjoy it. See you after 3 days long holiday my dear.

Love,
Hidayu

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From: hifzhan.alias@abc.com.my
Date: 03/11/2019
To: siti.ali@abc.com.my, ahmad.abu@abc.com.my, yusof.ahmad@abc.com.my
Subject: Wishes you Selamat Hari Raya Aidilfitri

Dear Colleagues,

I would like to wish all you Selamat Hari Raya. Maaf Zahir dan Batin.

Happy holiday and drive safe. Happy eating Ketupat, Lemang and Rendang.

Regards,
Hifzhan

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Date: 11/3/2019
To : Sitihawa@talentcorp.com.my, Zubaidah@talentcorp.com.my, Emilia.sam@talentcorp.com.my From:
Amniefarhah@talentcorp.com.my    Subject : Selamat Hari Raya

Hi Team, I would like to take opportunity to wish all of you Selamat Hari Raya. I wish that your Hari Raya is painted with colors of happiness and joy, harmony and peace, success and prosperity.
Regards, Amnie Farhah

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To: all staff (Rhone Ma Malaysia Sdn Bhd)
From: HR
Subject: Happy Eid Mubarak 2019

Greetings,
First of all I would like to wish all of you Selamat Hari Raya Maaf Zahir dan Batin in advance.

In conjuction of coming Hari Raya holiday this year, this is to inform all of you management has been granted by giving 3-day leave to all employee.

Hope all of you enjoy the holiday and especially for those travelling go back hometown, please plan your trip and have a safe journey. Safety first.

Lastly happy holiday to all of you

Warm regards,
Alifah, HR

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1) Acknowledge the loss
2) Express your sympathy                  3) Offer to help
4) Warm with good words
5) End with a thoughtful hope, wish, or sympathy expression

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Tips to write letter of sympathy
1) short, honest and simple
2) express your sympathy
3) polite
4) giving a encouraging words
5) offer your help

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1. Use appropriate words
2. Keep it short
3. Make it personal
4. Express your sympathy
5. Give them some good words

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1. Acknowledge the loss and refer to deceased by name.
2. Express sympathy.
3. Offering help the survivor in specific way.
4. Do not compare our loss with theirs.
5. End the letter with positive hope and sympathy expression.

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Tips to write letter of sympathy 1. Try to be empathetic 2. Be brief 3. Keep it short and simple 4. Don't try to explain the loss 5. Show your solidarity

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No. 15, Jalan Melati,
Taman Megah,
483030 Selayang,
Selangor

Date: 11 November 2019

No.24, Taman Jaya,
Bandar Utama,
48200 Damansara,
Selangor.

Subject : Sympathy Letter.

Dear Azimah,

I was so sorry to hear about your accident. I hope that by the time you get this note that you are already well on your way to recovery.

How did it happen? I was shocked when I heard about it three days ago.

I will pray for your recovery and will try to visit you soon. Please take care and let me know if I can help you in any way.

Wishing you the soonest recovery.

Regards,
Amnie Farhah

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Keep it short and simple
Show your solidarity
Dont try to compare with your losses
Be brief
Dont try to explain the loss

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No. 19, Jalan tangkak,
Kuala kubu bharu
48300, selangor

3rd November 2019

Carson Tay
Lot 18, jalan 241, Seksyen 51a
46100 Petaling Jaya,
Selangor

Subject : Letter of sympathy

My dear Carson,

I was informed by Maria this morning, told me that you were involved in an accident during you business trip yesterday.

I'm being told that the accident was not very serious, thank god I'm glad for that. Don't worry about your work and office just focus to get better, healthy then come to work as usually. If theres any help you need just tell me. We as your team will always support you.

Lastly we wish you for speedy recovery.

Sincerely,
Alifah

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31, 7th floor,
Menara U8, Seksyen 13,
Shah Alam, Selangor.

3rd November 2019

Wishes for recovery from accident

Dear Vicky,
I am sorry to hear about your accident. I wish you the best and most speed recovery possible.

While nothing that I can say will make you feel better since I know your accident happened 3 days ago, I would like you to know that I am here for you and available if you need me.

I hope that this accident does not get you down for a very long time. You are a strong and determined person I know. I hope you heal quickly and get back to life as quickly as possible.

Sincerely,
Hidayu

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No 4,
Jalan Platinum 7/88
Seksyen 7,
40000 Shah Alam,
Selangor.

3rd November 2019

Akmal Azizi
Lot 787,

Jalan Hang Jebat,

Bandaraya Melaka,

56560 Melaka.

Sympathy of Letter

Dear Akmal,

I was very sorry to learn that you had been in a car accident on your way to Johor Bahru for business trip three days ago. However, I was equally relieved to learn that you are making good progress and are likely to be back at work again in a few weeks.

If there is any help you need at any time, just let me know.

Meanwhile, best wishes for a speedy recovery.

Best Regards,

Hifzhan
Muhammad Hifzhan Bin Alias

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From,
Suraya
No 5 Jalan Seroja
Prima Damansara
Petaling Jaya
Selangor

03 November 2019

Chrish James
12 Crimson Road
Petaling Jaya
Selangor

Sympathy Letter for Accident

Dear Chrish,

I hope that by the time you are reading this letter you are already feeling better and healthier. I am sorry to hear about your accident. I got to know about it from our Branch Manager, Sara three days ago. I was really shocked when she told me about its severity and how by the grace of god you were saved.

I will pray your your soon recovery and u will visit you soon. Wishing you the fastest recovery.

Your friend,
Suraya

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1) State clear the situation happen
2) Give specific date, time and location
3) Give information of the the staff.

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1. State clearly the situation
2. State what issues have been arisen
3. Don’t use rude words to express your emotion

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1. Describe the items or service that bought the problem include the name, location, time, staff involved.
2.Provide the supporting documents, for example receipts, warranties.
3. Do not write sarcastic words or threatening letter.

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Be clear and concise
Dont write an angry, sarcastic or threatening letter
Include copies of relevant documents
Include your name and contact information

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Tips wirte letter of complaint
1) be specific about the complaint issue
2) where location, time and who involved
3) proof or witness
4) dont use any unappropriate words in the letter

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Fajar Publishing Selangor

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Nor Alifah
No. 19, Jalan Anggerik,
48300 Rawang,
Selangor

3rd November 2019

Fajar Publishing Selangor
Lot 134, Jalan kapar
46100 klang
Selangor

Letter of Complaint : Receive different book.

Dear Fajar team,

My name Nor Alifah, I'm from Rawang. I'm writing this letter of complaint because on the 29 October 2019, I made an online purchase (order no: 12345FJ) to buy a book from your publishing company. The book title is "How to motivate yourself" written by author Jonas John. I was very excited wait for the book but recently when I received the book its turns out different book from what I had ordered but same author. I hope that I can get replacement for the book.

I appreciate if your team can respond to my complaint as soon as possible.

Regards,
Alifah
012-3456789
Encl: receipt of order and proof of payment

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The Managers
Oxford Fajar Sdn Bhd,
4, Jalan Pemaju U1/15, Hicom Glenmarie Industrial Park,
40150 Shah Alam Selangor.

3rd November 2019

Hidayu
31, 7th floor, Menara U8, Seksyen 13,
40100 Shah Alam Selangor.

Supply of wrong books

Dear Sir/Madam,

I am writing to inform you that the books I bought from your company have not been supplied correctly.

On 31st August 2019, I visited your website and ordered a Stephen Hawking books for children . It was delivered this morning and there are several problems regarding my purchase.

Firstly, the books that you have sent to me is incorrect order. I was ordered for Stephen Hawking books for children and I received The First Vocabulary for babies.

Secondly, according to your website, orders normally take two weeks but in fact it took over two months.

Hereby I am attached together the delivery number, the receipts and screenshot of your website stated the name of the books and delivery time. as a prove for supporting of this matter. As compensation all those problem, I hope there have a replacement for the wrong supply of the books.

I look forward to hearing from you shortly.

Thank you.

Sincerely,
Hidayu

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Subject: Wrong Books have been SentNo 4,
Jalan Platinum 7/88,
Seksyen 7,
40000 Shah Alam, Selangor.

3rd November 2019

Fajar Publishing,
245 & 256
Jalan Hang Nadim,
45000 Balakong, Selangor.

Subject: Wrong Books have been Sent

Dear Sir/Madam

My name is Hifzhan and I have been ordered a copy of Salina novel by A Samad Said on 25 October under my order number FP8585.

On opening the parcel received this morning I found that it contained a copy of the Fajar Menyinsing novel by the same author. Unfortunately, I already have that novel and am very disappointed with my purchase. I am returning the novel by parcel post for immediate replacement.

I look forward for replacement.

Regards,

Hifzhan

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Fajar Publishing Selangor,
Bangunan PKNS,
Jalan Persiaran,
44400 Shah Alam,
Selangor.

Date : 21 September 2019

No. 12, Taman Jaya Merpati,
Jalan Seroja,
48300 Rawang,
Selangor

Subject : Complaint Letter

Dear Manager,

I'm Amnie from SK Sakti Jaya, Shah Alam.
I'm writing this letter to inform that I was ordered book "Sejarah Kita" for 23pieces with your shop on 15 September 2019.
My order was taken by your staff named Azlan and my receipt number is 00002188. The payment for 23 pieces book "Sejarah Kita" was made by me on the same day.
But unfortunately, I had received the wrong books.

I am hereby requesting Fajar Publishing Selangor for a replacement and collect the wrong books with me at SK Sakti Jaya, Shah Alam.

Thank you.

Regards,
Amnie

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To : Cerruti 1881Corporation
From: Alifah
Subject: Letter of complaint : Receive No Good (NG) wirst watch

Dear cerruti customer service team,

I'm writing this email is to make a complaint on the NG wirst watch I received from your company.

On the 3rd November 2019 around 430pm, I was at one of your outlet at Aeon Shah Alam mall. I want to buy a watch that time but unfortunately you dont have stock that time. So I made a early payment and the watch will send to me by courier service. You can refer the attachment for my receipt of payment. Hope your team can grant me the replacement.

I appreciated if your team can respond to my complaint as soon as possible.

I also have attached the picture, to show you condition of the watch that I received as a proof.

Best Regards,
Nor Alifah
012-3456789
No.19 jalan cempaka,
48000, Rawang
Selangor

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Date : 21 September 2019

To : hqcerutti@cerruti.com
From : Amniefarhah@gmail.com

Subject : Claim for warranty (Wrist Watch)

Dear Manager,

I'm Amnie Farhah. I was writing this letter to make a complaint regarding of my wrist watch that i purchased from Lazada.my (Purchase order : RF000909).
I was understood that Cerruuti have a one year warranty for the wrist watch. Unfortunately, my wrist watch not working when i received it.

Therefore, i would like to request a warranty of my wrist watch and hope your team can assist me on this matter.

Thank you.

Regards,
Amnie

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From: hifzhan.alias@gmail.com
Date: 03/11/2019
To: customerservice@cerruti.com
Subject: Email of Complaint

Dear Sir/Madam,

My name is Hifzhan. I have bought a Cerruti analog watch on yesterday under series number C2525. Unfortunately, the watch does not function properly since I can’t change the date on that watch.

I hope I will get a replacement for my watch since it is under two years warranty.

I look forward to your prompt reply.

Regards,
Hifzhan