13. The text of a letter replying to a complaint is given. Complete it choosing from the alternatives given below to fill in the gaps. The first has been done for you:

Thank you for your letter of (1) _______1989, about the (2)______ you have had with your (3)_________ X/123/89. I have (4) ______ into the matter and I was (5)______ to find that our (6)______________ had sent us the wrong components and had also (7)_____ them, so that our clerks did not realize the mistake. Of course we should not have (8) ______, but I am (9) _______ to say that we did not do so.

The only thing I can do is to (10) _______ that you return the faulty items (we will, of course, (11) ______ the shipping costs) and we will replace with the correct items or (12) ________ you with their value.

We apologize for the error and are taking steps to ensure that it is not repeated.

1. a) the 25^th of October b) October the 25 c) 25^th October

2. a) defect b) problem c) asset

3. a) demand b) order c) request

4. a) investigated b) looked c) traced

5. a) bothered b) killed c) horrified

6. a) suppliers b) creators c) models

7. a) mislabeled b) misspelt c) mishandled

8. a) certified b) checked c) tried

9. a) apologize b) sorry c) regret

10. a) suggest b) demand c) insist

11. a) charge b) subtract c) reimburse

12. a) debit b) cost c) credit

14. Read the letters. Compare their strengths and weaknesses. Comment on: 1. The layout (e.g. position of address, how the letter should start/finish) 2. The paragraphing (e.g. how the points should be divided) 3. The style (e.g. formal or informal) 4. The content (e.g. things you should/should not mention).

The Principal, Phoenix Nursery, Levenshulme, Pond Lane, Manchester Guildford Surrey Gui 3DD	180 Garfield Road M19 LF3 8th January 2000
Dear Sir/Madam,
I noticed you had this job in the paper for a nursery nurse. Well, I think I could do it and I’d really like to. I’m pretty good with kids. I’m working in a holiday camp at the moment but I don’t much like it and I can’t wait to leave. Also, I’ve always wanted to work in Surrey. They say it’s really nice. I hope you’ll drop me a line and ask me for interview. I ‘m sure I could convince you that I am the person you need.
Yours,
Scott Alison Scott

Glasgow G12 8 RH 36 Summerton Road Scotland 9- 1-12

Dear Sir,

I would like to apply for the position of full- time nursery – nurse, advertised in the “Surrey Adviser”. I feel I am qualified for the position having got four O- levels, for grade 1 CSEs and having taken an NNEB (National Nursery Examinations Board) course at Nottingham’s Basford Hall College. I am enthusiastic and patient person and I have a genuine affection for young children. It is sometimes thought unusual for someone my age to apply for such a position but I can assure you I have had considerable experience and very good references from previous employers. A position with Phoenix Nursery would give me the opportunity to work full- time in the job that I love. A CV giving details of my qualifications and experience is attached. I would be happy to attend an interview at any time convenient to you. Yours faithfully, Jean Craig