Practice+by+Anthony+and+Derek


 * __Activity 15__**

__Memo:__ To: Michelle Li (Trainee Electronic and Information Engineering Manager) From: Anthony Chan (Trainee Electronic and Information Engineering Manager) Date: 20 October 2009 Subject: Customer complaint about malfunctioning computer monitors (Order No. 0335)

Hi Michelle

I've recently received a letter from a corporate customer, Jacky Lee from Jameson Technology, complaining about the malfunctioning computer monitors.

Mr Lee complained about: 1) Difficulties encountered to reach sales department 2) Unsatisfactory quality of computer monitors 3) Complicated warranty policy

Have you any idea about why and what we can do about these ?

I looks forward to your early reply.

Cheers Anthony

__Email:__ To: Anson Cheung (Senior Sales Manager) From: Anthony Chan (Trainee Electronic and Information Engineering Manager) Date: 21 October 2009 Subject: Customer complaint about malfunctioning computer monitors (Order No. 0335)

Dear Mr Cheung, I am writing with regret to inform about the letter received recently from Jameson Technology complaining about the malfunctioning of computer monitors.

__1. Difficulties in reaching colleagues__ Mr Lee, Head of IT Section of Jameson Technology, first complained about the difficulties in reaching the colleagues in Sales Department. The problem is contributed by the insufficiency of the capacity of telephone line and the number of sta ffs in answering phone calls. Increasing the numbers of telephone line and assigning more colleagues in dealing with customer can improve the situation.

__2. Unsatisfactory quality of computer monitors__ Second, he complained about the unsatisfactory quality of computer monitors. He found it impossible to tilt or swivel the screen to the preferred position or angle. After deep investigation, the problem is caused by the bad quality control of the monitor provider. In order to solve the problem and prevent it form happen again, i suggest a new team in inspecting the products is needed. Replacing the malfunctioning monitors for Mr Lee is compulsory and we can offer him a 20% discount for future ordering as compensation.

__3. Complicated warranty policy__ Finally, he complained about the complicated warranty policy of our company. As each warranty document is designed for a single machine merely, he found it a redundancy in repeating the step many times. Providing a new warranty policy for mass order is an alternative in to provide convenience for mass ordering. Moreover, I suggest we can offer Mr Lee this warranty document as compensation.

If my suggestions meet with your approval, I’ll implement them immediately.

I am looking forward to receiving your reply.

Yours sincerely, Anthony Chan

Comment

with regret is too formal = more for an external letter Generally good - but remember to only spend 40 minutes doing part A, and the rest of the time doing part B.