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enclose voucher(free meal & wine) hope for improvement

3. Read the following letter of complaint. Then write a reply to it.

14 West Brampton Road

Wolverhampton

Warwickshire

21 October 200…

The Manager

Starway Tours

121 123 City Road

London

W1Y 7HE

Dear Sir

I have recently returned from your Starway Five Nations Tour-ST 104/5. I am very upset by the standards and the organization of this tour and I have a number of comments about it that I would like to make.

In general, the food was extremely poor and the service was very slow. On a number of occasions we had to wait over an hour for our meals. In one hotel there was a problem of overbooking. After a long and tiring journey, we discovered that this hotel had no accommodation for us. We were transferred to another hotel on the outskirts of the city. In your advertisement, you stated that all the hotels were located in city centres.

There were also a number of travel delays during the tour, and on one occasion my luggage was left off the bus. I only got it back a day later.

Finally, I think your staff should have handled these problems in a better way. Some of them were rather rude when complaints were made.

I feel that your company should consider an appropriate refund because of the bad service that was provided.

Yours faithfully,

Muriel Stamp

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3. You work in the Customer Relations Department of Exotic Destinations. Your supervisor has left this memo and this letter on your desk.

Follow her instructions.

MEMO To:

From: Marianna Corradi

Can you please deal with this letter? Apologise for the unfortunate incident and explain that this is not our usual standard. Promise we will look into the allegations of rudeness. BUT point out that:

1.Our brochure does not stipulate the age of our reps.

2.All our reps are highly trained.

3.The brochure states that there needs to be a minimum of 8 people for the Golden Group package.

As gesture of goodwill offer 4 vouchers for day trips to Paris and Brussels. Many thanks. See you back in the office on Monday.

48, The Vale Sunnytown Devon DC4 56JK

7th December

The Customer Relations Dept

Exotic Destinations

Pacific House

Randolph Way

London W1Y 8QT

Dear Sir,

My husband and I have recently returned from one of your Golden Group holidays in Tunisia.

We chose this holiday in preference to many others as we were assured both in the brochure and by your agency staff that this particular package catered for retired couples like ourselves. We understood that our specially organised activities would be run by mature friendly hostesses. However, on arrival at our destination we were met by a very youthful rep who very curtly told that there were only two other people on the Golden Group package and that, as a result, we could join in the activities organized for other groups or fend for ourselves. Since our tastes do not include hard rock or late-night pub crawls we asked to be moved to another hotel. We were told that if we did this it would have to be at our expense. As a result we decided to stay where we were and to organize our own entertainment.

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Now that we have returned home we feel obliged to draw your attention to our deep dissatisfaction with the service we received. Not only were we deceived by the information in your brochure but we were not properly treated by your staff in the resort.

We hope that this matter will be rectified to our satisfaction in the near future and look forward to hearing from you shortly.

Yours faithfully

Katherine Hopper

Writing Curriculum Vitae and Covering Letters

I.What is a curriculum vitae?

A curriculum vitae (CV) is the personal and working history of an applicant (the term is translated as something close to “course of life”). Some companies send special application forms which contain more or less the same information as a CV. In that case it is not necessary to send a separate CV. If you are sending an

“on-spec” letter, a CV with a cover letter is essential. Whereas application forms are structured with questions and spaces for replies, you design your CV yourself. Your CV should include information relevant to the recruiter. Thus, each CV that you produce has to be tailored for the specific requirements of each position for which you are applying. A standard, “mass-produced” CV is not the most effective means of presenting yourself for a specific job.

II.The difference between a resume and a CV.

In American English the CV is called a resume.

Persons applying for teaching, research, and some administrative positions are expected to submit a CV along with a rather detailed letter of application. Colleges, universities, and research institutions generally require a CV whereas employers in private business and government prefer a short, one-page resume.

III.The length of the CV.

A CV is much like a resume, only much longer and more detailed. The CV generally ranges from 2 to 10 pages in length. The content determines the length of the CV. The average CV is 2 to 4 pages for a young professional, and 6 to 8 pages for a veteran one. But remember, the CV is a summary, not a report. The

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recruiter will receive many CVs and needs to be able to read through them quickly.

IV. Style, and Tone.

An important point about the style of your CV is that it should be easy to read and concise, using brief and clear statements.

Your CV will have a stronger impact if actual facts or figures are included, such as grades achieved in examinations, and successes that you have enjoyed at work (for example, “increased sales turnover by 100% in 12 months”). Use action verbs to begin each description. Use these verbs when mentioning your work experience:

The tone of your CV should be positive and optimistic creating a strong and favourable image.

Your finished CV should be on good quality white A4 paper. It should be typed or printed on one side of the page only. It is acceptable to staple the pages in the upper left corner. Use ample blank space between sections, and leave ample margins. This is not a time to save paper. A tightly packed CV will be difficult to read and digest.

V.What should be included in the CV?

The CV is your opportunity to present yourself and your qualifications to the recruiter. Although it is necessary to use facts when writing a CV, adopt a style that allows the recruiter to make favourable assumptions about you. The content of your CV will depend on the position you are applying for. A CV to impress an advertising agency will be of different content to that intended to impress an accountant. The following is a list of possible categories of information to include: