Activity+11+by+Matt+and+Thomas

To: Charles Mok From: William Lam (Trainee Electronic & Information Engineering Manager) Date: 12 October 2009 Subject: Complaint of Order no. 768197

Hi Charles, I’ve got a problem. I’ve received a complaint letter yesterday. A customer complained that only 1,200 super-long batteries were shipped rather than the requested 12,000. This may be due to an error in data input or a mixed up order. To solve the problem, should we do the followings? · To the customer: 1. Deliver the rest of batteries (i.e. 10,800 super-long batteries) to the customer by air express immediately. 2. Send our apology to the customer 3. Provide 10% discount on future order · In our company: 1. Ask the staff check everything twice seriously before things go out. 2. Check order details with customers before delivery Do you have any advices to deal with this problem? Please reply ASAP. Cheers, William To: Bruce Chan (Export Manager) From: William Lam (Trainee Electronic & Information Engineering Manager) Date: 13 October 2009 Subject: Complaint of Order no. 768197

Dear Mr. Chan, Sorry to inform you that we have received a complaint from a customer (J. Wong, Order no. 768197). The customer complained that only 1,200 super-long batteries were shipped rather than the requested 12,000. I discussed the problem with Charles Mok immediately. We found two possible causes. 1. Data input error 2. Order mix up To satisfy the customer, we have suggested some solutions. · To satisfy the customer, we can: 1. Deliver the rest of batteries (i.e. 10,800 super-long batteries) to the customer by air express immediately. 2. Send our apology to the customer 3. Provide 10% discount on future order · In our company, we can: 1. Ask the staff check everything twice seriously before things go out. 2. Check order details with customers before delivery I am writing to ask for your permission to implement the above suggestions in order to satisfy the customer and assure similar accide nt will not happen again. I look forward to receiving your response soon. Yours sincerely, William Lam Trainee Electronic & Information Engineering Manager