Topic 1: Introduction email
Read this email from the Human Resources Director to the new Sales Manager.
“To: Gil Folds, Sales Manager Department
From: HR Director
Subject: New Sales Manager
Welcome to the company. I hope you have a good first day.
I have informed the staff that you are starting work today. However, I think it would also be a
good idea if you could send them all an email to introduce yourself as soon as possible.”
Write an email to all your colleagues:
Introducing yourself
Saying what your previous job was.
Saying how you feel about the new job.
Inviting them to contact you if they have any problems
Bài làm
To: All Staff
From: Gil Folds, Sales Manager
Subject: Introduction as the New Sales Manager
Dear colleagues,
I hope you are all doing well. My name is Gil Folds and I am very pleased to join the company as
your new Sales Manager. It is a great honor to become part of such a talented and motivated team.
Before taking on this role, I worked as a Regional Sales Supervisor at VietStar Trading Company for
five years, where I was responsible for developing sales strategies and supporting team performance.
That experience taught me the importance of teamwork, communication, and customer satisfaction,
which I believe will help us succeed together.
I feel very excited about this new role and look forward to working closely with each of you. Please
feel free to contact me at any time if you have questions, need support, or want to share ideas. I look
forward to meeting all of you in person soon.
Best regards,
Gil Folds
Topic 2:
Read this email from the CEO asking for a summary of a meeting.
To: Customer Services Manager
From: CEO
Dear Morgan,
Could you let me have a summary of this morning’s meeting, please? I understand you discussed
the reasons for the delivery problems and low stock levels we’ve had recently. We cannot afford to
have unhappy customers. I must have a list of the action points agreed on as soon as possible.
Many thanks.
Write an email to the CEO:
Saying what the meeting was about.
Giving reasons for the problems.
Summarising action points.
Saying when you hope to find a solution.
Bài làm
To: ………………..
From: ……………..
Subject: Summary of This Morning’s Meeting
Dear [CEO’s Name],
This morning’s meeting focused on the recent delivery delays and low stock levels that have caused
customer dissatisfaction. After identifying the main reasons, the team agreed on several key action
points to address the situation effectively.
KEY ACTION POINTS
• Recruit temporary drivers to reduce delivery delays
• Contact suppliers to confirm shipment schedules
• Review and upgrade warehouse inventory system
• Organise daily stock checks to prevent shortages
• Arrange staff training on order management
• Negotiate with logistics partners for faster transport
• Monitor customer feedback and report weekly
We expect to see clear improvements within four weeks and aim to fully resolve the issues by the end
of next month.
Sincerelly,
Customer Services Manager
Topic 3:
Read part of this email from your boss.
“Please write a letter to the General Manager of FGL Supplies. Thank him for their help last week
completing your order for the new product. Don’t forget to mention how quickly they handled the
situation, especially the extra shifts they worked to get the packaging to you for the launch. You
should also say a special ‘thank you’ to the Production Manager for his help.”
Write a thank-you letter to the General Manager:
Saying why you’re writing.
Giving details of what they did.
Saying who was most helpful.
Promising to recommend them.
Write AT LEAST 120 words
Bài làm
To: ………………
From: ……………
Subject: Appreciation for Your Team’s Support
Dear ……………,
I am writing to thank you and your team for your excellent support in completing our recent order for
the new product. Your company’s professionalism and efficiency truly made a difference.
We were especially impressed by the dedication of your staff, who worked extra shifts to ensure the
packaging was ready in time for the launch. Their teamwork, attention to detail, and ability to handle
pressure so effectively ensured that the entire process went smoothly. A special thanks goes to your
Production Manager, whose leadership and quick responses kept everything perfectly on track.
We truly appreciate your outstanding service and will gladly recommend FGL Supplies to our partners
and future collaborators. I look forward to maintaining this strong relationship and working together
again soon.
Kind regards,
[Your Name]
Topic 4: Short report
Read this email from your manager about research into customer service.
“Please can you prepare a report about the customer service problems we’ve had recently. I think
the main one is that staff do not answer the phone quickly enough. An additional problem is staff
being rude.”
Write part of a short report. Write an introduction and a paragraph giving details:
Introducing the report.
outline a key problem.
give details.
give reasons.
To: Mr. Harris, General Manager
From: [Your Name], Customer Service Analyst
Subject: Report on Recent Customer Service problems
This report has been prepared following your request regarding recent problems related to customer
service problems. Its purpose is to highlight the main issue and explain the factors that have
contributed to the decline in service quality.
The key problem identified is the issue of not answering the phone quickly enough. Many customers
have reported that this difficulty has affected their experience, leading to dissatisfaction and a weaker
impression of our service. This situation appears to result from operational constraints such as limited
staffing, inconsistent procedures, and insufficient training.
Another concern is the unprofessional behaviour shown by some employees. Several cases indicate
that staff occasionally respond impatiently or communicate in an unfriendly manner, likely due to
work pressure and a lack of supervision. These issues require prompt action to restore customer
confidence.
Best regards,
Customer Services Team