1) Which of these is NOT what a client wants to hear when they make a complaint? a) an explanation b) empathy c) a temporary solution d) reassurance 2) Which structure did we look at for writing a refusal a) ODAC b) OPAC c) ODC 3) What is the A part of ODAC? a) action b) apology c) accurate 4) In which part of ODAC would you explain the cause of a misunderstanding and include the results of an investigation a) Opening b) Details c) Action d) Closing 5) When making a sincere apology we use CAR. What does the R stand for? a) Offer reassurance b) Offer a resolution c) Offer a rebate 6) Which is the correct form? We ... for our delayed response. a) apologies b) are apologise c) apologise 7) Which is an example of an appropriate apology? a) We seek your kind understanding in the above matter. b) Thank you for your kind feedback. We are constantly striving to do our best c) I am sorry to hear you received your statement late this month. I have attached a copy of it to this email. 8) Which of these is grammatically correct? a) We have received your claims on Jan 14/23 b) We received your claims on Jan 14/23. 9) Which of these is grammatically correct? a) You may upload the scan through eBenefits.  b) You can upload your scan through eBenefits. 10) Which of these is grammatically correct? a) We looking forward to your response. b) We look forward to your response.

Writing Challenging Emails

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