汇丰银行商务写作教程（4）
29 May 200X
34 D Scenic Lane
Discovery Bay
Lantau Island
Dear Ms Hui
Classic Visa Card: Annual Fee
Thank you for your letter of 5 November. In the letter, you mentioned that you had sent a cheque to settle your Visa Card Annual Fee.
I would like to exp lain the situation.
We have checked our records carefully. Unfortunately, we have not yet received the cheque, although we are normally very efficient when dealing with incoming remittances.
Therefore, to help us prepare your new Visa Card, we would be grateful if you could settle the payment immediately.
We look forward to hearing from you soon.
Yours sincerely
Lily Tam
Customer Service Manager.
Answers:
Paragraph1: background
Paragraph2: writer’s purpose
Paragraph3: reader’s information
Paragraph4: reader’s response
Paragraph5: closing marks
As you can see, there is only a small difference in the outlines you use when writing to colleagues and customers.
When you write to customers, you include a salutation (Dear...) and a complimentary close (Yours sincerely / faithfully).
When writing to customers, you always add a polite closing remark. You can also add this remark when writing to colleagues.
By now, you should be familiar with
the types of correspondence you write
the types of documents you can use
the basic outline you can usually follow.
To learn how to organise a letter to a customer, go to the next screen.Below, you will see samples of four documents.