Free Essay

Business Letter

In: Business and Management

Submitted By Iriscute
Words 2687
Pages 11
LETTER WRITING

TYPES OF BUSINESS LETTER

* Enquiry and reply
Enquiries for information about goods or services are sent and received in business all the time. They should be acknowledged as soon as possible or business may be lost.

* Complaint and adjustment
Complaints about goods or services are inevitable and need to be investigated immediately. Steps should be taken to rectify matters if goodwill is to be retained.

* Job application, offer and reference
A wide variety of letters pass back and forth in the recruitment process.

* Financial
Collection letters, credit requests and credit rating enquiries all come under this heading.

* Circulars and mailshots
To promote goods, services or special events, an organisation may send a letter simultaneously to many recipients. Word processors may be used to personalise such messages.

* Sales letters
Attracting potential customers in future promotions, new products or services, and special writing techniques have to be adopted in order to put over the products or services in an interesting and enthusiastic way.

* Congratulations, sympathy, thanks
Maintaining goodwill is important in business. Thank you letters are often sent after a dinner or other function. Messages of condolence may be sent on the death of a business associate or colleague. Congratulations may be sent to associates on promotion or other achievements.

FULLY BLOCKED LAYOUT WITH OPEN PUNCTUATION

The fully blocked layout is now the most widely used method of display for all business documents. In the business letter, it is only necessary to leave one clear line space between each section of the letter.

1. Letterhead – Company’s name, address and telephone/telex/fax numbers

2. Reference – Initials of writer/typist (often a filing reference)

3. Date – in order: day/month/year

4. Inside address – shows name, full postal address, town in CAPITALS/postcode

5. Salutation – Dear Sir/Madam, Sir, John, Mr John

6. Heading – No underscore is necessary when in capitals

7. Body of Letter – Separate into paragraphs with a new idea each, with one line space between each paragraph

8. Complimentary Close – match ‘Dear Sir’ with ‘Yours faithfully’ & ‘Dear John’ with ‘Yours sincerely’ (leave 4/5 lines for signing)

9. Sender’s Name

10. Title or Department

11. Enclosure indication (attachment/s) – ‘Enc’, if more than one, use ‘Encs’

OPEN PUNCTUATION

Open punctuation is often used with the fully blocked layout. All punctuation marks (mainly commas and periods) that are not necessary to ensure grammatical sense are omitted. Some examples of the use of open punctuation are shown below:

* Dates – 12 December 2002

* Names – Mr & Mrs J Sirley
Mr Rahimi Yusof
Mdm Kavitha Balakrishnan

* Addresses – Mr Aris Yahya Department of Modern Communication Multimedia University Jalan Ayer Keroh Lama 75450 MELAKA

* Salutation and Complimentary close – Dear Mr Rahimi Yours sincerely

* Abbreviations – eg BA MA PhD ie am pm PS NB VIP

In the body of a message, open punctuation should be used when appropriate:

Eg. Our engineer, Mr D Yew, will be visiting you on Tuesday 14 July at 2 pm in order to investigate the cause of the malfunction. If this appointment is inconvenient, please telephone him on 062523456, ext 123, to make alternative arrangements.

PARAGRAPH DIVISION

1 INTRODUCTION (Background and basics) – Reason for writing, in reply to a previous letter, contact or document

2 DETAILS (Details and figures) – Give instructions, Ask for information, Provide all relevant details (separate into paragraphs for separate themes)

3 RESPONSE – Action for recipient to take, Action you will take, A conclusion

4 CLOSE – A simple, relevant closing sentence (one-liner)

RESPONSE OR ACTION
Action the reader should take
Action you will take
Give a deadline if necessary

RESPONSE OR ACTION
Action the reader should take
Action you will take
Give a deadline if necessary

DETAILS
Give information/instructions. Ask for information.
Provide all relevant details Separate into paragraphs ensure logical flow.

DETAILS
Give information/instructions. Ask for information.
Provide all relevant details Separate into paragraphs ensure logical flow.

CLOSE
Sometimes all that is needed is a simple one-line closing sentence

CLOSE
Sometimes all that is needed is a simple one-line closing sentence

INTRODUCTION
Why are you writing? Refer to a previous letter, contact or document

INTRODUCTION
Why are you writing? Refer to a previous letter, contact or document

The 4 point plan for structuring all written messages is illustrated in this letter

INSTITUTE OF SECRETARIES
38, Jalan Tenggiri, Bangsar

30 May 2004

Marina Lee,
14 B, Taman Ikhlah
523363 Kuala Lumpur

Dear May Lee,

2004 SECRETARIES CONFERENCE, 8/9 OCTOBER 2004

As a valued member of the Institute of Secrataries, I have pleasure in inviting you to attend our special conference to be held at the Louve Hotel, Bangkok on Tuesday/Wednesday 8/9 October 2004.

This intensive, practical conference for professional secretaries aims to: * Increase your managerial and office productivity * Improve your communication skills * Bring you up to date with the latest technology and techniques * Enable networking with other secretaries

The seminar is power-packed with a distinguished panel of professional speakers who will give expert advice on many useful topics. A programme is enclosed giving full details of this seminar which I know you will not want to miss.

If you would like to join us please complete the enclosed registration form and return it to me before 30 June with your fee of RM350 per person.

I look forward to seeing you again at this exciting conference.

Yours sincerely

Marina Lee
Marina Lee
Conference Secretary
INSTITUTE OF SECRETARIES
38, Jalan Tenggiri, Bangsar

30 May 2004

Marina Lee,
14 B, Taman Ikhlah
523363 Kuala Lumpur

Dear May Lee,

2004 SECRETARIES CONFERENCE, 8/9 OCTOBER 2004

As a valued member of the Institute of Secrataries, I have pleasure in inviting you to attend our special conference to be held at the Louve Hotel, Bangkok on Tuesday/Wednesday 8/9 October 2004.

This intensive, practical conference for professional secretaries aims to: * Increase your managerial and office productivity * Improve your communication skills * Bring you up to date with the latest technology and techniques * Enable networking with other secretaries

The seminar is power-packed with a distinguished panel of professional speakers who will give expert advice on many useful topics. A programme is enclosed giving full details of this seminar which I know you will not want to miss.

If you would like to join us please complete the enclosed registration form and return it to me before 30 June with your fee of RM350 per person.

I look forward to seeing you again at this exciting conference.

Yours sincerely

Marina Lee
Marina Lee
Conference Secretary

Opening
(give a brief introduction) Details
(separate paragraphs’ flowing logically)

Response/Action(action expected from the recipient) Close( a simple closing statement)

COMPLAINT AND ADJUSTMENT

Complaint Concerning Goods
If goods are received which are not the kind or quality ordered then you are entitled to return them at the supplier’s expense.
Reply:

A closing apology
A closing apology
Action taken to rectify the matter
Action taken to rectify the matter
Explain how the mistake occurred
Explain how the mistake occurred
Express regret
Express regret
Dear Mr Ramsay,
I was sorry to learn from your letter of 18 August that a mistake was made in dealing with your order.
This mistake is entirely our own and we apologise for the inconvenience it is causing you. This occurred because of staff shortage during this unusually busy season and also the fact that these 2 books by Lowery have identical bindings.
12 copies of the correct title have been sent to you today.
Your account will be credited with the invoiced value of the books and cost of return postage. Our credit note is enclosed.
Our apologies gain for this mistake
Yours sincerely

,,,,,

Dear Mr Ramsay,
I was sorry to learn from your letter of 18 August that a mistake was made in dealing with your order.
This mistake is entirely our own and we apologise for the inconvenience it is causing you. This occurred because of staff shortage during this unusually busy season and also the fact that these 2 books by Lowery have identical bindings.
12 copies of the correct title have been sent to you today.
Your account will be credited with the invoiced value of the books and cost of return postage. Our credit note is enclosed.
Our apologies gain for this mistake
Yours sincerely

,,,,,

Complaint concerning quality
A buyer is entitled to reject goods that are not of the quality or description ordered. However, later deliveries may also not be accepted, even if the goods are correct.

Dear …….

We have recently received several complaints from customers about your fountain pens. The pens are clearly not giving satisfaction and in some cases we have had to refund the purchase price.

The pens are part of the batch 500 supplied against our order number 8562 dated 28 march. This order was placed on the basis of a sample pen left by your representative. We have ourselves compared the performance of this sample with that of a number of the pens from this batch, and there is a little doubt that many of them are faulty – some of them leak and others blot when writing.

The complaints we have received relate only to pens from the batch mentioned. Pens supplied before these have always been satisfactory.

We therefore wish to return the unsold balance, amounting to 377 pens. Please replace them with pens of the quality which our earlier dealings with you have led us to expect.

Please let us know what arrangements you wish us to make for the return of these unsuitable pens.

Yours faithfully

Dear …….

We have recently received several complaints from customers about your fountain pens. The pens are clearly not giving satisfaction and in some cases we have had to refund the purchase price.

The pens are part of the batch 500 supplied against our order number 8562 dated 28 march. This order was placed on the basis of a sample pen left by your representative. We have ourselves compared the performance of this sample with that of a number of the pens from this batch, and there is a little doubt that many of them are faulty – some of them leak and others blot when writing.

The complaints we have received relate only to pens from the batch mentioned. Pens supplied before these have always been satisfactory.

We therefore wish to return the unsold balance, amounting to 377 pens. Please replace them with pens of the quality which our earlier dealings with you have led us to expect.

Please let us know what arrangements you wish us to make for the return of these unsuitable pens.

Yours faithfully

Reasons for complaint
Reasons for complaint

Further Details
Further Details

Action required
Action required

Close
Close

Dear ……..

Thank you for your letter dated 10 May pointing out faults in the pens supplied to your order number 8562. This has caused us a good deal of concern and we are glad that you brought this matter to our notice.

We have tested a number of pens from the production batch you mention, and agree that they are not perfect. The defects have been traced to a fault in one of the machines, which has now been rectified.

Please arrange to return to us your unsold balance of 377 pens; the cost of postage will be reimbursed in due course. We have already arranged for 400 pens to be sent to replace this unsold balance. The extra 23 pens are sent without charge, and will enable you to provide free replacement of any further pens about which you may receive complaints.

We apologise for the inconvenience this has caused you.

Yours sincerely
Dear ……..

Thank you for your letter dated 10 May pointing out faults in the pens supplied to your order number 8562. This has caused us a good deal of concern and we are glad that you brought this matter to our notice.

We have tested a number of pens from the production batch you mention, and agree that they are not perfect. The defects have been traced to a fault in one of the machines, which has now been rectified.

Please arrange to return to us your unsold balance of 377 pens; the cost of postage will be reimbursed in due course. We have already arranged for 400 pens to be sent to replace this unsold balance. The extra 23 pens are sent without charge, and will enable you to provide free replacement of any further pens about which you may receive complaints.

We apologise for the inconvenience this has caused you.

Yours sincerely
(b) Reply (accepting complaint)

LETTERS OF APOLOGY

It is important to get the tone right when we are apologizing for something.

Apologise again
Apologise again
Follow-up action
Follow-up action
State action taken and express regret
State action taken and express regret
Background details regarding complaint
Background details regarding complaint
Dear Encik Ahmad

Thank you for your letter of 30 March regarding the poor service you received when you visited our restaurant recently.

The incident was most unlike our usual high standards of service and courtesy. The member of staff who was rude to you has been reprimanded; she also expresses her regret over the incident.

I am enclosing a gift voucher for RM30 which you may use at any of our restaurants located in Malaysia. If I can be of any further assistance to you please do not hesitate to contact me.

With my apologies once again.

Yours sincerely

Dear Encik Ahmad

Thank you for your letter of 30 March regarding the poor service you received when you visited our restaurant recently.

The incident was most unlike our usual high standards of service and courtesy. The member of staff who was rude to you has been reprimanded; she also expresses her regret over the incident.

I am enclosing a gift voucher for RM30 which you may use at any of our restaurants located in Malaysia. If I can be of any further assistance to you please do not hesitate to contact me.

With my apologies once again.

Yours sincerely

GENERAL GOODWILL MESSAGES

The following letters are examples of ways in which goodwill can be built into the everyday business letter. The tone of the letter is courteous and friendly, and the added touches of personal interest are certain to make a good impression.

Letter welcoming a visitor from abroad.

Dear Mr Brandon

I was pleased to receive your letter of 24 April and to learn that your colleague, Mr John Gelling, is making plans to visit Malaysia in July. We shall be very pleased to welcome him and to do all we can to make his visit enjoyable and successful.

I understand that this will be Mr Gelling’s first visit to Malaysia, and am sure he will wish to see some of our principal areas of interest. A suitable programme is something we can discuss when he arrives. I would be pleased to introduce him to several firms with which he may like to do business.

When the date of Mr Gelling’s visit is settled, please let me know his arrival details. I will arrange to meet him at the airport and drive him to his hotel. He may be assured of a warm welcome.

Yours sincerely
Dear Mr Brandon

I was pleased to receive your letter of 24 April and to learn that your colleague, Mr John Gelling, is making plans to visit Malaysia in July. We shall be very pleased to welcome him and to do all we can to make his visit enjoyable and successful.

I understand that this will be Mr Gelling’s first visit to Malaysia, and am sure he will wish to see some of our principal areas of interest. A suitable programme is something we can discuss when he arrives. I would be pleased to introduce him to several firms with which he may like to do business.

When the date of Mr Gelling’s visit is settled, please let me know his arrival details. I will arrange to meet him at the airport and drive him to his hotel. He may be assured of a warm welcome.

Yours sincerely…...

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...  Parts of a Business Letter | Lesson 29: Writing Business Letters  >>>  Parts of a Business Letter | * The Heading (The Retern Address) or Letterhead - Companies usually use printed paper where heading or letterhead is specially designed at the top of the sheet. It bears all the necessary information about the organisation’s identity. * Date - Date of writing. The month should be fully spelled out and the year written with all four digits October 12, 2005 (12 October 2005 - UK style). The date is aligned with the return address. The number of the date is pronounced as an ordinal figure, though the endings st, nd, rd, th, are often omitted in writing. The article before the number of the day is pronounced but not written. In the body of the letter, however, the article is written when the name of the month is not mentioned with the day. * The Inside Address - In a business or formal letter you should give the address of the recipient after your own address. Include the recipient's name, company, address and postal code. Add job title if appropriate. Separate the recipient's name and title with a comma. Double check that you have the correct spelling of the recipient 's name. The Inside Address is always on the left margin. If an 8 1/2" x 11" paper is folded in thirds to fit in a standard 9" business envelope, the inside address can appear through the window in the envelope. * The Greeting - Also called the salutation. The type of salutation......

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Premium Essay

Business Letters

...In business transactions, there are certain terms and agreements that have to be followed. However, there are instances wherein clients fail to meet these agreements. As a consequence, certain sanctions have to be implemented so as to remedy the problem. Having knowledge on how to properly cancel or suspend a customer’s credit account is very important. First, you have to be courteous when you are canceling your client’s credit account. Make sure that you have explained well to them the reason why you are suspending their account. Do not make them feel as if they are being humiliated or hated. Always offer them other possible options regarding their credit accounts. Below is an example letter on how to cancel or suspend a customer’s credit account. This sample letter can be of great help to you when you will have to cancel or withdraw a customer’s credit account. SAMPLE LETTER TO CANCELL CREDIT ACCOUNT Date Sender’s Address Address Customers name Customer Address Dear (Insert name of addressee), This letter is to inform you that your credit account, #134232424, has been temporarily disabled due to delay in payments. We have reviewed your account and found out that you’ve been consistently late in paying your bills for the last four months. According to our policy, any client who cannot follow the terms shall be subject to deactivated accounts. We have been trying to call you for two weeks now but we haven’t received any response from you. The company is assuming......

Words: 727 - Pages: 3