Agent support manual

Correspondence - business letters

Bushland Blooms has standards for the style and structure of its business letters.

Style bullet point.

• Use company letterhead paper for the first page and plain paper for all pages after that. , bullet point.

• Type or word process correspondence. , bullet point.

• Use formal and polite language. , bullet point.

• The correct salutation is 'Dear Sir/Madam', or if you have already communicated with the customer, 'Dear Mr/Mrs/Ms (Surname)'.
  
  Use titles, such as 'Dr' or 'Professor', if appropriate. Do not use a customer's first name unless the customer asks you to. Unless you specifically know that a female customer likes to be addressed as 'Mrs', you should use 'Ms'. , bullet point.

• When addressing correspondence, initials should be typed with a space between them. , bullet point.

• Before closing the letter, always offer further assistance: "If you require further assistance or information, please do not hesitate to contact us." , bullet point.

• If your letter begins with 'Dear Mr/Mrs/Ms X', the complimentary close is 'Yours sincerely'.
  
  If your letter begins 'Dear Sir/Madam', the correct close is 'Yours faithfully'. , bullet point.

• All letters should be signed by the author, or someone appointed on their behalf. The format for the signature is up to the author, but should at least include the author's name and initial, title, and branch or office area.
  
  When signing letters on behalf of your supervisor you should sign your name and indicate that it is 'for' your supervisor, for example,
  
  

  	N Palmer Team leader.

  , bullet point.

• Do not use abbreviations, acronyms or slang when corresponding externally. , bullet point.

• Use correct spelling and grammar. , bullet point.

• If you are a using a computer, Use the 'spell check' tools provided. , bullet point.

• Leave out all punctuation from the address section of the business letter. For example:
  
  Mr John Brown
  14 Albert Street
  Great Suburb
  Australia. , bullet point.

• Use the standard date format. For example:
  
  1 December 2003. , bullet point.

• Use 'we' when writing on behalf of the organisation or department. , bullet point.

• Use 'I' only when expressing a personal opinion. , bullet point.

• Use the following guidelines when typing in amounts of money:
  
  The word 'cent' should be used when the price is only in cents
  - 99 cents not 99c
  
  When the price is in dollars use figures without a decimal point
  - $199 not $199.00
  
  When the price includes both dollars and cents include a decimal point
  - $199.99 , bullet point.

• Always proofread your document.

Structure bullet point.

• All business letters should be single-spaced. , bullet point.

• Business letters should use open punctuation. , bullet point.

• The date should be written at least two line spaces down from the letterhead. , bullet point.

• You should make sure that the bottom margin of your letter is at least 2.5 cm (1"). , bullet point.

• The left and right margins must be a minimum of 2.5 cm (1") and a maximum of 5 cm (2").

Example of a business letter template

{LETTERHEAD} (leave 2 blank lines) {DATE} (leave 4 blank lines) Addressee Company name Street name SUBURB  STATE  POSTCODE This section conforms to Australia Post requirements for address layout. Addresses should always be typed using this format (leave 2 blank lines) {ATTENTION LINE} - if required (leave 2 blank lines) Dear - Salutation (leave 1 blank line) {SUBJECT LINE} (leave 1 blank line) {First paragraph} {Second paragraph etc.}. (leave 2 blank lines) {COMPLIMENTARY CLOSE} (leave 6 blank lines) Author name Title Branch (LIST ANY COPIES YOU ARE SENDING OF THE LETTER HERE) Use the style cc: Mr Bloggs   Mrs Brown This information is useful if you are working with a team of people, for example when resolving a complex complaint. {ATTACHMENTS/ENCLOSURES} {REFERENCE INFORMATION}

To test your business letter writing skills, have a go at this interactive business letter writing tutorial. Why not find out how much you know about the use of polite language in writing business letters, by taking this quiz.

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