700 Sauchiehall Street
Glasgow G1 4FR
29 July 200_
Dear Mr. MacDonald,
After lengthy discussion with my colleagues, I am writing to let you know that we intend to terminate our call centre contract with you.
We have conducted a survey which shows that our customers are not satisfied with the service. 79% of them say that your agents do not answer the phone promptly. 45% say that your agents do not have all information that they need to deal with their calls. 32% say that your agents are not particularly friendly.
For these and other reasons, we will not continue our contract with you when it is due for renewal on 1 October.
Please feel free to contact me at any time to discuss the reasons for our decision.
Writing: Sample answer – Dos and Donts
Suzanna, things are going very well here, but I thought you might like to know about some of the cultural do’s and don’ts before you come.
◊ Don’t be surprised if meetings start late – about 20 to 25 minutes in my experience. Everyone has a good excuse for why they are late! ◊ In conversation, people can ask very intimate questions about family and so on. The best thing is to give a vague answer and then change the subject quickly. ◊ Business cards are very important. Carry a good stock on you at all times. Hand them over with two hands, and take the other person’s card, again with two hands. ◊ Smoking is still widespread everywhere – restaurants, cinemas, you name it. You’ll just have to get used to this. ◊ Here they love gifts with company logos – well, our company’s logo at least! Bring a supply of our pens, calendars and ashtrays when you come over. ◊ Lost of my contacts here have invited me to their homes – they are very hospitable. The key things to remember are: arrive about 20...