Replies to emails of request are a means of creating goodwill with clients as well as your colleagues. Such emails should be responded to as quickly as possible.
It is also important that the replies are written in the correct tone. The personal approach, with plenty of references to I, we, you, me, etc., is ideal for this kind of e-mail. Your reply should be polite and positive, and should give the impression that it is a pleasure for you to be able to respond to the reader and to carry out the request made.
Before you write a reply to a request, read through the text received and take note of all the requests (requests for information and requests for action) made by the client. Then, decide on the information that you need to give to the client. If you have complied with the request already, tell the client so. If you have not been able to comply with the request or are unable to respond to the enquiry, tell the client what he or she can do. Be helpful.
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FOR THE FULL LESSON PLEASE LOG IN AND GO TO: (includes lesson notes, sample email + interactive practice exercises) |
Below are some useful expressions:
Opening Statement / Reference
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Thank you for your email of 29 February regarding ….. I have received your email of 8 May requesting information about …… I refer to your email of 3 June enquiring about …... Further to your email of 12 October asking for information on xxxx, I would like to inform you that...... I refer to our telephone conversation of last Monday concerning…… |
Agreeing to a Request
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We would be pleased to carry out your instructions to… As requested, we have carried out your instructions to … We are pleased to inform you that … We are pleased to let you know that... We would like to inform you that.... I am glad/happy to tell you that.... We are able to … |
Refusing a Request
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We regret that we are unable to … We regret to inform you that we cannot … Regrettably, we are unable to … I'm afraid we are unable to... I'm sorry to let you know that .... I'm sorry but we are unable to.... In the best interests of our customers, we do not normally… Unfortunately, data is required to … |
Replies to Requests for Documentation
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I have attached.... As you requested, you will find attached..... Attached you will find..... I am pleased to attach.... |
Answering Additional Requests
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We would also like to inform you ... Regarding your question about ... In answer to your question/enquiry about ... Concerning your other request to/for.... |
Closing
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I hope that these arrangements will prove acceptable to you. I hope that these arrangements meet your approval. Please contact me on 2234 4533, if you need any further information. Please contact me if you have any questions on this or any other matters. Please contact me if I can be of further assistance to you. If you require any further information, please feel free to contact our Customer Service Hotline on 2830 6685. If you have any questions, please feel free to contact us. Please let us know if we can offer you any more help. We look forward to hearing from you soon. We look forward to receiving your order. We look forward to welcoming you as our client. |
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