How to Write Complaint Letters

Aim: This page describes the content, language and organisation of letters of complaint. There are also example letters and anexercise. There is a different page onhow to reply to complaint letters.
Top of Form

View This page can be viewed as a slideshow:

Bottom of Form

Introduction Letters of complaint usually include the following stages: Background Problem - cause and effect Solution Warning (optional) Closing Background This section describes the situation; e.g. I am writing to inform you that the goods we ordered from your company have not been supplied correctly. I attended your exhibition Sound Systems 2013 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems. I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues. I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year. Problem Cause: On 20 September 2013 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries. Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. You sent us an invoice for $10,532, but did not deduct our usual 10% discount.
1

We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book. Effect: This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience. Even after spending several wasted hours trying to register in this way, the computer would not accept my application. I am therefore returning the invoice to you for correction. This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books. Solution I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Could I please ask you to look into these matters. Please send us a corrected invoice for $9,479 I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday. Warning (optional) Otherwise, we may have to look elsewhere for our supplies. I'm afraid that if these conditions are not met, we may be forced to take legal action. If the outstanding fees are not paid by payment fee. Closing I look forward to receiving your explanation of these matters. I look forward to receiving your payment. I look forward to hearing from you shortly. Politeness The tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included. Content The content should contain enough details so that the receiver does not have to write back requesting more.
2

Monday, 7 October 2013, you will incur a 10% late

Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious. Example letters Fortune Goods 317 Orchard Road Singapore 27 September 2013 Attn: Mr David Choi Sales Manager Everlong Batteries 171 Choi Hung Road Hung Hom Hong Kong Dear Mr Choi Re. Order No. 768197 I am writing to inform you that the goods we ordered from your company have not been supplied correctly. On 20 September 2013 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries. This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience. I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies. I look forward to hearing from you by return. Yours sincerely

J. Wong
J. Wong Purchasing Officer Flat 303 Lucky Mansions 856 Cheung Sha Wan Road Cheung Sha Wan Kowloon 27 September 2013 The Administrative Officer Exhibition Services Exhibitions International
3

33 Kadoorie Avenue Kowloon Dear Sir/Madam I attended your exhibition Sound Systems 2013 at the Fortune Hotel from 17 - 20 September and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems. I explain each of the problems below. Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. Even after spending several wasted hours trying to register in this way, the computer would not accept my application. I eventually succeeded in registering by faxing you. Secondly, the exhibition was held at one of Hong Kong's most prestigious hotels, but frankly the venue was better suited to a medium-sized business conference than to a large exhibition open by registration to the public. The lack of space led to serious overcrowding in the venue, particularly at peak visiting times (i.e. lunch times and early evening). On one or two occasions I was also seriously concerned about the physical safety of attendees. The final point I want to make concerns product information. It is very enjoyable to see and test a range of excellent sound systems, but it is also important to be able to take away leaflets on interesting products, so that more research can be done before deciding which system to buy. However, by the time I attended the exhibition all the leaflets had been taken. Could I please ask you to look into these matters - not only on my behalf but also on behalf of other attendees, and in fact on behalf of your company, too. I look forward to hearing from you. Yours faithfully

Michael Leung
Michael Leung

The Grammar of 'Complain'

Aim: This page is to help you choose the right part of speech for complain / complaint / complained etc. On this page: Grammar notes, prepositions, a situation and an exercise. Grammar Notes: Word Part of Speech Examples

to complain

infinitive verb

I would like to complain about your services. He complains all the time. Customers complained about our services last year. I complained to the customer service representative 2 weeks ago. Recently several customers have complained about this problem. Customers are complaining about our services. We value complaining customers because they help us to improve. Complaining makes me feel better. I have received a complaint about our services. The company is a compliant customer.

complains

third person verb

complained

past tense verb

have complained

present perfect verb

continuous verb

complaining

adjective

gerund

complaint

noun

compliant (meaning: obedient / cooperative)

adjective

Notes: Prepositions: 5

complain about + problem ( a noun or noun phrase); e.g. 'I would like to complain about your services'. complain to + a person; e.g. 'I complained to the customer service representative'. complained of + a medical problem; e.g. 'He complained of not sleeping well'. complaint of + date the complaint was written; e.g. 'I received your complaint of September 2013 '. complaint on + date the complaint was received; e.g. 'I received your complaint on 27 September 2013 '. complained that + clause; e.g. 'He complained that we had not answered his e-mails'. Read this situation, then do the following exercise. Enquiry Letters Aim: This slideshowpage describes the content, language and organisation of letters of enquiry. There are also example letters and an exercise. 27

View This page can be viewed as a slideshow: Introduction Letters of enquiry describe what the writer wants and why. The more unusual the request, the more convincing the reason needs to be. Content Subject Heading This should inform the reader that this is an enquiry or request; e.g. Enquiry about Textbooks Request for Brochure Query about Website Question regarding Product Components First Paragraph This should tell the reader what you want; e.g. Please send me... (for things that the organisation offers to send) I would be grateful if you could tell me... (for things that are not normally offered) I am writing to enquire whether... (to see if something is possible) 6

I would especially like to know... ( + a more detailed request) Could you also... ( + an additional enquiry or request) Second Paragraph This paragraph tells the reader why you are contacting his or her organisation, and gives further details of the enquiry. There are two reasons why you may contact an organisation: you have contacted this organisation before, and want to again. you have not contacted this organisation before, but you have heard about them. You should describe from where, such as from an advert or a recommendation; e.g. I saw your advert in the HK Daily on Thursday, 26 September 2013. Your company was recommended to me by Ms. Elsie Wong of Far Eastern Logistics. Final Paragraph This paragraph should contain a polite expression and/or an expression of thanks to the reader. The degree of politeness (and therefore the length), depends on how unusual or difficult your request is. Possible language includes: Thanks. (For a very informal and normal enquiry or request) I look forward to hearing from you. I am looking forward to hearing from you. Thank you for your assistance. Thank you very much for your kind assistance. I appreciate that this is an unusual request, but I would be very grateful for any help you could provide. I look forward to hearing from you. If you think the reader might have further questions, you can suggest that he or she contact you; e.g. 'If you have any questions, please do not hesitate to contact me'.

Example letters Dear Sir or Madam, Enquiry about Quality Control Course I am writing to enquire whether your company could offer a course on Quality Control for our managers. I saw your advert in the HK Daily on Thursday, 26 September 2013, and the Quality Control Training Course (Ref.: QC 101 ) mentioned in the advert might be suitable for us. I would like to know if it is possible for you to offer a 3-month training course starting before or, at the latest, on Tuesday, 15 October 2013, for a group of 20. Could you send us some information about the teaching staff and the possible schedule for this course?
7

I am looking forward to receiving your reply. Yours faithfully,

Chapmen Au
Chapmen Au Managing Director

Dear Sir or Madam Request for Catalogue Please send me your current catalogue. Your company was recommended to me by Ms. Elsie Wong of Far Eastern Logistics. Our African customer is interested in importing a range of printed 100% cotton cloth. I look forward to hearing from you. Yours

K.K. Chan
How to Reply to Enquiries
Aim This page is to help you to reply to enquiries. It contains example expressions in the content section, example letters and an exercise. Content of replies: Acknowledging receipt of an enquiry/request - Thank you for your letter of regarding / concerning / in connection with - I refer to your enquiry about / relating to - I have received your letter of requesting information about Explaining action taken as a consequence of the enquiry - I have (reviewed our available stock) - We held a meeting on 21 January to discuss possible solutions. - I have checked/looked into/investigated (the possible approaches) Making suggestions / justifying recommendations / pointing out pros and cons / hedging - The best choice would be since - I highly recommend as / due to the fact that - would probably be more suitable because 8

seems to suit you better although Perhaps you should choose even though I suggest that you (should) choose I recommend this item since In view of the fact that , I would strongly recommend as

Apologising and rejecting proposals - While I appreciate your firms need for this information, I regret that - It will not be possible to for legal reasons. We are bound to - Your proposal is of interest to us, and we have had consultations about it. - However, we feel that it will not be in our interests to for reasons of (privacy). - We are concerned that Stipulating action requested or to be taken - We shall arrange for by at the latest. - I shall see to it that - Our company will arrange for Establishing goodwill and suggesting contact - I hope this suggestion/information will be useful to you. - I hope this information will prove useful to you. - I hope that this information will help you to make decisions on your order. - I look forward to hearing from you. - I look forward to receiving your confirmation of - I look forward to doing business with your company in the future - Please feel free to contact me again if you have any further queries on - Do contact me on 27615432 if you need further information. - Please do not hesitate to contact me on 27615432 if I can be of further assistance.

Dear Mr Lee Enquiry regarding fire extinguishers Thank you for your enquiry regarding our newly released range of fire extinguishers. You will see from the enclosed catalogue that the range has been extended to include some highly efficient portable extinguishers for use on construction sites. We are offering to our existing customers a 15% discount on orders of extinguishers from this new range. We look forward to your increased order at this discount rate. Yours sincerely Silvia Choi Silvia Choi Merchandising Manager Enc. 1
9

Ex2:

Dear Mr Wong Enquiry about Batteries Thank you for your letter of Friday, 27 September 2013 regarding making copies of the sample battery you sent us. I have investigated the situation and found that your specifications are exactly the same as the design of a proprietary camera battery manufactured by a large Japanese electronics company. We feel that it would not be in our interests to supply this type of battery. However, I would like to thank you for considering our company as your supplier. I look forward to doing business with your company in the future Yours sincerely

David Choi
David Choi Distributions Manager

Dear Sir Creating a New Image Thank you for your letter of Friday, 27 September 2013 concerning the creation of a new image for the Yunan route. We would like to congratulate your company on the inauguration of this new route. We are very much interested in helping to create a new image for it. We would be pleased to quote prices and schedules if you could provide us with more detailed information. May we suggest that we send two representatives, Mr. David Poon and Miss Cindy Tam to your office on Thursday, 3 October 2013 at 10:00 a.m. for further discussions. Please do not hesitate to contact me if the date and time is not convenient for you. My telephone number is 2346-8999. Yours faithfully S. Kong

FAX
10

To: Mr Victor Wong From: Ms Elizabeth Sullivan Date: Monday, 30 September 2013 Re: Reservation Dear Mr Wong, Thank you for your enquiry about the availability of a single room for six nights from Monday, 4 November 2013 to Friday, 8 November 2013. Unfortunately, we are fully booked during this period. However, I have contacted our sister hotel on Hong Kong Island and they have single rooms available. The room rate is $1,200 per night. If you would like me to reserve a room during the period you requested, please do not hesitate to contact me. Regards

E. Sullivan
Introduction: This task is for you to practise matching the types of sentence you need in adjustment letters with suitable sentences. Instructions: Match the items in the boxes on the left with the items on the right: Click in the table cell containing the item you want to move. Click in the table cell where you want the item to go. The words will swap position. If an item is in the right position, it will have a green background and a tick. When all the table cells are green and have ticks, you have finished. Functions to match 1 2 3 4 5 6 7 8 Acknowledging receipt of an enquiry Explaining action taken as a consequence of the enquiry Making suggestions Justifying recommendations Pointing out pros and cons Hedging Apologising and rejecting proposals Stipulating action requested or to be taken Phrases to move This is because it would be the cheapest option. Although this is slightly more expensive, the quality is higher. I hope that these details will assist you in your decision. I'm afraid that we do not feel that this is in the best interests of our organisation. We would be delighted to comply with your request. Please do not hesitate to get in touch if there is anything I can do. I have reviewed our product range and found a suitable model for you. Thank you for your letter asking about our products.

11

9 10

Establishing goodwill Suggesting contact

This may be the most suitable choice for your company. I would advise you to...

Guidelines: The purpose of a subject heading is to tell the reader: what the document is for (the purpose of the document), and what it is about (the topic of the document) e.g. in Complaint about Late Delivery of Order 12345, the subject heading tells the reader that the purpose of the document is to complain, and that the topic is Order 12345. Purposes: Business documents can have many purposes. In a subject heading these are written as nouns. Here are some examples, with the usual prepositions that go with them: Complaint about ( + problem) Congratulations to ( + a person who has Apology for ( + problem) done well) Information on ( + topic) Congratulations from ( + a person sending Warning about ( + danger) the message) Report on ( + topic) Congratulations on (+ a topic; e.g. Passing Investigation into ( + topic) your Exams) Proposal to (+ verb phrase; e.g. to Request for (+ a noun phrase; e.g. a Day's Reduce Waste) Leave) Proposal for (+ noun phrase; e.g. for Request to (+ a verb; e.g. to Miss a Waste Reduction) Lesson) Application for ( + a noun phrase; e.g. a License) Application to (+ a verb; e.g. Use the Company Junk) If the purpose of the document is to inform the reader, the purpose is often missed out, and the most important information is used; e.g. Late Arrival of Order 12345, or Estimated Time of Arrival of Order 12345. Purposes: Business documents can have many purposes. In a subject heading these are written as nouns. Here are some examples, with the usual prepositions that go with them: Complaint about ( + problem) Apology for ( + problem) Information on ( + topic) Warning about ( + danger) Report on ( + topic) Investigation into ( + topic) Proposal to (+ verb phrase; e.g. to Reduce Waste) Proposal for (+ noun phrase; e.g. for Waste Reduction) Congratulations to ( + a person who has done well) Congratulations from ( + a person sending the message) Congratulations on (+ a topic; e.g. Passing your Exams) Request for (+ a noun phrase; e.g. a Day's Leave) Request to (+ a verb; e.g. to Miss a Lesson) Application for ( + a noun phrase; e.g. a License) Application to (+ a verb; e.g. Use the Company Junk) If the purpose of the document is to inform the reader, the purpose is often missed out, and the most important information is used; e.g. Late Arrival of Order 12345, or Estimated Time of Arrival of Order 12345. Content Subject headings should not be too general; e.g. Improvement in our services and Reply to your letter are not specific enough. 12

Also, if the subject heading concerns an order, for example Order 12345, it should be more specific; e.g. Arrival Date of Order 12345. Formatting Subject headings should be highlighted in some way. This can be by using: Bold Font,

Larger Writing

Underlined Writing, or, less commonly, Italics. NOTE: DO NOT USE ALL CAPITAL LETTERS BECAUSE IT LOOKS UGLY AND IS HARD TO READ. Collocations:

How to Reply to Complaints

Useful Expressions Acknowledging receipt of a complaint letter
Thank you for your letter of regarding / concerning / in connection with I refer to your letter of about / relating to

Apology for the error or fault

We must apologise for We sincerely apologise for Please accept our apologies for I would like to apologise for the error made by our company in (verb+ing)

Accepting the Complaint

We agree that the usual high standards of our products / services were not met in this instance.

A short explanation of the fault

13

Introductory phrase
As a result of our investigation, we found that... (Not: After our investigation...)

Causes
The error was caused by / was due to Apparently, the problem was the result of / resulted from The cause of / reason for the mistake was

Effects
As a result This led to Consequently

Solutions
We have modified / changed our ... We have implemented a system to... To prevent re-occurrences we have set up a verification procedure.

Assurances
We assure you that this will not happen again.

Investigation to be made
We are currently investigating the cause of ... We will investigate the cause of...

Proposal to settle the difficulty

As a gesture of our regret, we are prepared to / we are willing to / we would like to To show goodwill, we will

An offer to take goods back, make a replacement, give a discount etc.

We have dispatched the new items by express courier. They should arrive by Thursday, 3 October 2013. To show our goodwill, we would like to offer you a 5% discount on your next order with us.

Regret at dissatisfaction
While we can understand your frustration, ... We understand how disappointing it can be when your expectations are not met. 14

Rejecting responsibility for the problem leading to the complaint

I regret to inform you that I am afraid that Unfortunately, I must point out that

Reasons for the rejection

This is because the guarantee period has expired. This is due to the fact that the guarantee period has expired. If a third party (another person or organisation) is to blame, direct the complainer to that party We therefore suggest that you contact... A concluding paragraph aiming at retaining the goodwill of the customer We look forward to receiving your further orders, and assure you that they will be filled correctly / promptly.

Dear Mr Wong
Order No. 2639/L Please accept our apologies for the error made by our company in filling your order no. 2639/L dated Friday, 27 September 2013.

You ordered 12,000 size Ultra super-long-life premium batteries, but our dispatch office sent 1,200. This was due to a typing error. The balance of 10,800 batteries was dispatched by express courier to your store this morning and will arrive by Tuesday, 8 October 2013. Since we value your business, we would like to offer you a 10% discount off your next order with us. We look forward to receiving your further orders and assure you that they will be filled correctly. Yours sincerely

David Choi
David Choi Distributions Manager Dear Mr Wong Order No. 2639/L Thank you for your letter of Friday, 27 September 2013 regarding your order no. 2639/L. We understand that this is a difficult situation for you. We have investigated the situation, and found that you ordered 12,00 size Ultra super-long-life premium batteries. Please see the enclosed copy of your order form. Our dispatch office therefore sent 1,200.
15

If you need the remaining batteries urgently, the balance of 10,800 batteries can be dispatched today by express courier to your store and would arrive by Tuesday, 8 October 2013. Please phone me at the number given above if you would like to order these batteries. We look forward to receiving your further orders. Yours sincerely

David Choi

Positive Tone in Adjustment Letters

Aim: This page is to help you develop your ability to use a positive tone in letters of adjustment. Letters of complaint are often written with a very negative tone, but you should not copy the negative words, you should replace them with positive or neutral ones. Examples: Negative your complaint failure problem the lack of too many Positive / Neutral your comment operation / functioning issue the number of the large number of

Exercise Here is a letter of complaint. The tone is negative, as shown by the following words and phrases: spoiled, unworkable, and several wasted hours. Read the situation and the letter, then move on to the reply and edit it. Situation You are an administrator for Exhibitions International, a company which organises business exhibitions and trade fairs around the world. You have received the following letter of complaint about your company's most recent exhibition.

Dear Sir/Madam I attended your exhibition Sound Systems 2013 at the Fortune Hotel from 17 - 20 September and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems. I explain each of the problems below. Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. Even after spending several wasted hours trying to register in this way, the computer would not accept my application. I eventually succeeded in registering by faxing you.
16

Secondly, the exhibition was held at one of Hong Kong's most prestigious hotels, but frankly the venue was better suited to a medium-sized business conference than to a large exhibition open by registration to the public. The lack of space led to serious overcrowding in the venue, particularly at peak visiting times (i.e. lunch times and early evening). On one or two occasions I was also seriously concerned about the physical safety of attendees. The final point I want to make concerns product information. It is very enjoyable to see and test a range of excellent sound systems, but it is also important to be able to take away leaflets on interesting products, so that more research can be done before deciding which system to buy. However, by the time I attended the exhibition all the leaflets had been taken. Could I please ask you to look into these matters - not only on my behalf but also on behalf of other attendees, and in fact on behalf of your company, too. I look forward to hearing from you. Yours faithfully Michael Leung

Job Application Letter Writer

Aim: The aim of this page is to help you write the first draft of your job application letter. Stages: There are 3 stages in this program: analyzing the job advert, putting in the details of the company or organisation, and finally filling in the details in the letter. Afterwards you should edit your letter to make sure that the content fits the job you want and your personal skills and abilities that are relevant to that job. For example, you may have relevant experiences from a previous job that you want to describe in more detail. Instructions: Fill in the boxes, then press the 'Re-do' button at the bottom. You can edit any box. Click here to see an example letter made by this program. Related pages: Teachers' Notes | The Resume Writer - a program to help you write and format your resume. Top of Form

Stage One: Analyzing the Job Advert

What skills and personal qualities are required? Only put in the type of skills, e.g. communication skills, don't copy the phrase from job advert exactly, as it may contain grammatical errors, and don't put in adjectives such as 'good' or 'excellent'. Click on the closest phrases to the ones in the job advert: ability to deal with customers in a polite and friendly way ability to handle a full set of accounts ability to lead and supervise subordinates effectively ability to meet deadlines aggressiveness analytical ability assertiveness communication skills computer skills information technology language skills leadership skills maturity negotiation skills self-motivation out-going
17

ability to work in a team environment ability to work independently ability to work overtime ability to work under pressure

skills initiative interpersonal skills

personality willingness to work hard working experience

Stage Two: Details of the Company/Organisation

Why should the organisation employ you? Examples: Your company is planning to expand its mainland operations, and I can contribute to this with my language skills. Your organisation is strengthening its IT capabilities, and I can contribute to this with my IT skills and my communication skills. Grammar: You can use the present continuous tense to describe processes or things and changes that are happening now. Use the auxiliary verb 'be'; e.g. 'is', and a verb ending with '_ing'; e.g. 'is planning' or 'is strengthening'. Write about what the company is planning to do or what it is strengthening (see the examples above). You can also use the present simple tense if you want to write about what the company usually, frequently or always does; e.g. 'Your organisation supplies products to the building industry, ... Don't know what to write? If you have no idea what the organisation does or wants, you can use this expression: 'Your organisation produces a high-quality service, and I can contribute to this with my..." [You can replace 'service' with 'product' if necessary, in the box below.]

Stage Two: Details of the Company/Organisation

What is the name of the company or organisation you are applying to? Why should the organisation employ you? Examples: Your company is planning to expand its mainland operations, and I can contribute to this with my language skills. Your organisation is strengthening its IT capabilities, and I can contribute to this with my IT skills and my communication skills. Grammar: You can use the present continuous tense to describe processes or things and changes that are happening now. Use the auxiliary verb 'be'; e.g. 'is', and a verb ending with '_ing'; e.g. 'is planning' or 'is strengthening'. Write about what the company is planning to do or what it is strengthening (see the examples above). You can also use the present simple tense if you want to write about what the company usually, frequently or always does; e.g. 'Your organisation supplies products to the building industry, ...'
18

Don't know what to write? If you have no idea what the organisation does or wants, you can use this expression: 'Your organisation produces a high-quality service, and I can contribute to this with my..." [You can replace 'service' with 'product' if necessary, in the box below.]

Example Reference Letter

Dear Ms Wong Mr John LEE Kwok Keung I have received your letter of 27 September 2013 requesting a reference for Mr Lee. I have known Mr Lee since October 2011, which was when he took one of my courses. I can confidently recommend Mr Lee to you without the slightest hesitation. He is mature, intelligent, dependable, well-liked and shows initiative. His attitude to work is enthusiastic and helpful and he is efficient and self-motivated. Although he sometimes has problems with punctuality, his overall performance is very good. His ability to analyse information and work in a team environment and his information technology and language skills have made him an asset to our department. In conclusion I have no reservations in recommending Mr Lee for this position. We wish him good luck in his new career. Yours sincerely

W.H.Chan
Dr Chan Wai Hung Assistant Professor Department of Engineering

Personal Qualities
He/She is/was: loyal, honest, mature, reliable, assertive, intelligent; trustworthy, dependable, good-natured, strong-willed, even-tempered, well-liked, level-headed, out-going, experienced, shows initiative. His/Her attitude to work is/was: enthusiastic, helpful, willing and he/she is/was: cooperative, efficient, punctual, hard-working, self-motivated.

Negative things (optional)

Although he/she sometimes has/had problems with: punctuality, reliability, understanding what is expected co-operating with others maintaining good inter-personal relationships his/her overall performance ...........

Skills and Abilities: His/Her

Abilities :
ability to work overtime ability to meet deadlines ability to work under pressure 19

ability to work independently ability to analyse information ability to work in a team environment ability to handle a full set of accounts ability to lead and supervise subordinates effectively ability to deal with customers in a polite and friendly way

Skills:
communication skills computer skills information technology skills interpersonal skills language skills leadership skills negotiation skills

have made him/her an asset to our In conclusion, I have reservations in recommending this position. If this person is working for your organisation full-time now, tick suitable phrases :
We were/would be sorry to lose him/her. We were/would be very sorry to lose him/her. We understand that it may be/have been the right time for him / her to move on. We wish him/her good luck in his new job. We wish him/her good luck in his/her new career. Bottom of Form

for

20