Compliance documentation: cargo checklist

• Engels
• MBO
• Studiejaar 2

Compliance documentation: cargo checklist

Lesson goals

• Learn how to prepare a formal and informal email
• Learn how to write a article and blog/forum format
• Learn how to write a complaint email and how to respond to one (as customer service)
• Rehearse how to summarize and make a short essay
• Learn how to use (coordinating (FANBOYS) & subordinating) conjunctions (voegwoorden) in sentence construction

Formal email

Formal greeting with title and surname

Example: Dear Mr. Thompson,

If you don't know the person or have their name, then Dear Sir or Madam,../ To whom it may concern,.. (open application)

Conventional grammar

Example: I am writing to inform you that I will be unable to make our appointment tomorrow morning.

Relative pronouns included

Example: Unfortunately, a situation has arisen and I need to take care of it.

Specific language

Example: I sincerely apologise and hope that this is not too great of an inconvenience for you.

Transitions

Example: Sincerely,../ Futhermore,../Therefore,...

Polite, deferential language

Example: I sincerely apologise

Informal email

• Casual greeting and only a first name
  
• Example: Hey Bob,../ Hi Jane,../ What's up Dwayne,../ Hello everyone,..
• No subject
  
• Example: Just letting you know I can't make our meeting tomorrow morning.
  
• Contractions
  
• Example: I've got some things to take care of.
  
• Vague language
  
• Example: Hope that's not a problem, mate./ I had a jam-packed/hectic weekend/ I had to deal with some problems 
• Abbreviations
  
• Example: See ya then,.../ Cheers,../
• Phrasal verbs
  
• Example: Take care of it.
  
• Familiar terms
  
• Example: Mate/Dude/Girl (not Gurl)

Complaint emails

1. Greet the Recipient

• Use a polite greeting.

Example: Dear Customer Service Team or To Whom It May Concern.

• If possible, find the name of the right person to email.

2. Stay Polite and Professional

• Be polite, even if you're upset.
• Don’t use rude or emotional language.
• Keep your email clear and respectful.

Complaint emails

3. Use a Clear Subject Line

Write what the email is about.

Example: Complaint about Late Delivery.

4. Give Important Information

Add details like order number, account number, or date of purchase.

5. Explain the Problem

• Describe what happened.
• Use facts and dates (chronological order).
• Attach proof (photos, receipts, screenshots) if you have any.
• Don’t blame people—just explain the problem.

Complaint emails

6. Summarize Your Experience

• Briefly say how the problem affected you.

Example: This situation has caused me a lot of inconvenience.

7. Say What You Want

• Be clear about what you want.

Example: refund, replacement, repair.

• Be reasonable and polite.
• Suggest a deadline.

Example: I would appreciate a reply within 5 business days.

8. Attach Supporting Documents (optional, but valuable)

• Add receipts, photos, emails, or other proof.
• Make sure documents are clear and organized.

Complaint emails

9. End the Email

• Use a polite closing.

Example: Best regards, or Sincerely,.

• Write your name and contact information.
• Thank them for their help.

10. Check Before Sending

• Check for mistakes (spelling, grammar).
• Make sure the email is clear and polite.
• Double-check attachments and the recipient's name.