• Existing customers• New customers

• Companies have to spend a lot on advertising to attract ______________ customers.

• Satisfies customer• Dissatisfied customer

• _____________ customer provide you free promotion in form of word-of-mouth.

• Confidential• Reliable

Please seal the envelope carefully. These are _______ documents.

• When your company launches a new product or service, who would you send information to first: existing customers or potential new customers? Why?

• Why is it important to keep existing customers happy?

• Why are dissatisfied customers dangerous for a business? How much should you do to make them happy?

1 How can Mr Muller immediately know the subject of the letter?

2 Which word suggests that Mr Muller is an important client to BDD?

3 Which phrase implies that BDD's services are high quality?

With the help of subject line

Long-standing client

… same level of services …

4 Which words suggest that by using BDD's services, Mr Muller will avoid problems?

5 Which phrase shows that Mr Sloane will be given personalised treatment?

Reliability, trouble free

Contact me personally

I forgot to set my alarm last night.

This morning, it didn’t ring on time.

…., I woke up late.

…., my kids missed the school bus.

…., I had less time to get ready.

My getting up late _______ my missing breakfast.

Waking up late _____ that my husband will be angry.

This morning, the alarm didn’t ring.______, I woke up late.

ConsequentlyAs a resultAs a consequence of thisAs a consequence of that

meansresults in

My getting up late _______ my missing breakfast.

means

Waking up late _____ that my husband will be angry.

• Our printer ran out of ink, and this ______ us having to address all the letters by hand.

• Our printer ran out of ink, and this ______that we had to address all the letters by hand.

• Unfortunately, Central Europe was hit by heavy storms last week. __________________, we have fallen behind with our deliveries.

• There was a power cut in our area last week. This ________ our computer system was down.

• There was a power cut in our area last week. _________, our computer system was down.

• Our suppliers were late sending us some components. _________, we were unable to complete your order on time.

• I am pleased to inform you that our suppliers have given us a considerable discount. _____, we are in a position to offer you the goods you have ordered at a reduced price.

• Unfortunately, my secretary copied your telephone number incorrectly. This _______ I was unable to contact you.

• Our suppliers were late sending us some components. _________, we were unable to complete your order on time.

• I am pleased to inform you that our suppliers have given us a considerable discount. _____, we are in a position to offer you the goods you have ordered at a reduced price.

• Unfortunately, my secretary copied your telephone number incorrectly. This _______ I was unable to contact you.