Practice+by+Matt+and+Thomas

To: Michelle Li (Trainee Electronic & Information Engineering Manager) From: Morris Dickerson (Trainee Electronic & Information Engineering Manager) Date: 20 October 2009 Subject: Complaint of computer monitors Hi Michelle, I have received a letter from Jameson Technology regarding their computer monitors order numbe red 0335. The main complaint is about the quality of the computer monitors. It is complained that the computer sets delivered do not meet the quality standard as stated. Also, the complainant found our warranty policy too complicated. The last problem raised is the poor customer service quality of our sales department. Please help find out the possible causes and appropriate solutions. Cheers, Morris

To: Anson Cheung (Senior Sales Manager) From: Morris Dickerson (Trainee Electronic & Information Engineering Manager) Date: 21 October 2009 Subject: Complaint of computer monitors Dear Anson, I have recently received a complaint from a participant concerning out computer monitors, warranty policy and customer services. I have outlined the problems and possible solutions. 1. Poor quality of the monitors The customer claimed that the monitor screens cannot be tilted or swiveled, unsatis fied image quality including unstable and flicker images or characters display, insufficient space between individual characters and lines of text. This may be due to the quality control during the manufacturing process. I suggest improving the quality control unit by increasing manpower. Also, surveying the quality control procedure is another method to avoid this problem happening again. 2. Complicated warranty policy The customer complained that the warranty documents is too tedious. Also, photocopying or mass endorsement are not accepted. This is possibly the consequences brought by the old policy of our company. Perhaps it is the time to renew the policy in order to meet today’s life. I think handling the documents electronically does help. 3. Poor customer service quality The customer claimed that he/she did not receive any response to his/her enquiry from the sales department. The sales department gave no reply __after__ they left the telephone message. After investigation, a staff has been found misbehaved. I suggest firing that staff and reminding other staff of the sales department the suitable working attitudes and behaviors. If my suggestions meet with your approval, I will implement them immediately. Kind regards, Morris Trainee Electronic & Information Engineering Manager