Final Exercise: The Task







You're going to use the Writing Process to write a reply to the following letter from a customer, Billy Ng. There are five stages in the Writing Process, so there are five parts in this final exercise.



Before you start the first stage, carefully read the letter from Billy Ng.







30 June 200X



Dear Mr Chan







I am sorry to inform you that a recent incident has negatively affected my good impression of the Bank.







Allow me to explain. On 10 June 200X, I received my monthly Visa card statement. Unfortunately, as I was on a business trip in mid-June, I was unable to send a cheque to settle my account until 22 June 200X.







Then, on the evening of 26 June 200X, I had dinner with friends. Afterwards I tried to pay the bill of HKD3,200 using my Visa card but it was rejected three times. In the end, to my great embarrassment, my guests had to pay the bill for me.







Could you please look into this matter. I thought I had a credit limit of HKD20,000. If this is the case, why was it not made available to me after I settled the June statement?







I am unhappy that the Bank has let an incident like this affect its services.







Yours sincerely







Billy Ng







Billy Ng









To better understand the situation, you need to check Billy Ng's records.









Bill Ng's payment record



The cheque received from Bill Ng



Monthly account statement for May







Final Exercise: Stage 1 - Planning







Now that you've read Billy Ng's letter and checked his records, you're ready to begin the first stage of the Writing Process.







You're ready to start planning your document. You can use the information below as a guide. If you need more help, you can refer to Chapter 1.







Writer's Purpose:



Why am I writing this letter?







Reader's Response:



What would I like my reader to do?







Reader's Information:



What does my reader need to know?







下一步应该是什么？你可以先想一想。下一节我们将继续。
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