Practic+by+Jacob

To: Michelle Li (Trainee Electronic & Information Engineering Manager of Comproduct) From: Jacob Kihm (Trainee Electronic & Information Engineering Manager of Comproduct) Date: 24 November 2009 Subject: Customer Complaints

Hi Michelle I’ve received a letter from our client complaining about us. I hope you can help me by giving some advice.

The client had 3 problems: 1. Impossible to set the screen and poor display 2. Complicated warranty policy (a lot of signatures) 3. Difficult to contact us

Any ideas about what we can do about this? Looking forward to your reply.

Cheers Jacob

To: Anson Cheung (Senior Sales Manager of Comproduct) From: Jacob Kihm (Trainee Electronic & Information Engineering Manager of Comproduct) Date: 24 November 2009 Subject: Customer Complaints

Dear Anson I have received a complaint concerning an order (Order No. 0335) of Computer Monitors. Please find below the outline of the problems and some suggested solutions.

The malfunctioning monitor is due to inferior goods. For this problem, I recommend we exchange the new one.
 * 1.** **Impossible to set the screen and poor display**

The complex warranty policy is because the warranty documents need many signatures. A possible solution would be to use electronic signature system.
 * 2.** **Complicated warranty policy**

3. **Difficult to contact us** The difficulty of communication is due to the shortage of employees in customer service department. I suggest increasing our trainee number in this department.

Perhaps in way of compensation we may send our high quality products. If my suggestions meet with your approval, I’ll implement them immediately.

Kind regards, Jacob

1. Introduction This report was requested by Mr. Gary Tsang, the Marketing Manager of FW Electronics, on 16 November 2009. This report presents the findings of a survey of customers’ satisfaction with FW and Keysound MP3 Players. The main aim of the survey is to gather information the performance of FW mP3 players in the market and compare with that of Keysound MP3 players. Data for the report were gathered in September 2009. The data were collected by the questionnaire results from 500 FW MP3 users and 500 Keysound MP3 users.

2. Findings

2.1 Design Most of Keysound MP3 users were satisfied by their MP3 design, but less than a half of FW MP3 users were satisfied by their MP3 design. This might be because the shape of FW MP3 is too strange to put in their pocket.

2.2 Functions Both FW and Keysound MP3 players are satisfied by about a half of their users, but satisfaction rate of Keysound MP3 players is 10% higher. A possible explanation is that FW MP3 Players requires a software program to transfer the music file while Keysound MP3 players have no this kind of limitation.

2.3 Headphone quality Just over a third of FW MP3 users were satisfied by their headphone quality, but nearly three-quarters of Keysound MP3 users were satisfied by their headphone quality. It seemed that FW headphones are made in China, __while__ on the other hand Keysound headphones are made in Japan.

3. Conclusion The findings clearly indicate that FW MP3 users are less satisfied with their MP3 design, functions, and headphone quality than Keysond MP3 users. We should make some improvements to these aspects.

4. Recommendations 4.1 Since the shape of FW MP3 palyers is not easy to put into pocket, the company should develop a more simplified MP3 shape.

Comment

number of trainees their MP3's design / the design of their MP3 try not to repeat phrases too much. Make sure you have time to finish recommendations - it's an important part.