Activity+11+by+Ben&Jason&Alan

To: Charles Mok (position) From: William Lam (Trainee Electronic & Information Engineering Manager) Date: 11 March 3008 Subject: Complaint From Our Customer (can be shorter)

1. Purpose I am writing about a complaint from our customer, and I hope that you can provide some advice to solve the problem.

2. Cause and Solution (What's the complaint about?) Our staff may type the number of the order from 12000 to 1200 wrongly.The customer has complained about our service and they would like to ensure that such errors will not happen again. I suggest that we may provide a 5-15% discount off to the customer next order and improve our checking system to reduce error. I think we need to deliver missing products by express courier as soon as possible. 3. Request I want to ask you for some suggestions to solve the problem. I am looking forward to your reply. Cheers William



To: Bruce Chan (Export Manager) From: William Lam (Trainee electronic & Information Engineering Manager) Date: 11 March 2008 Subject: Solutions to the wrong number of batteries delivered (subject line too long)

Dear Bruce,


 * 1) Purpose

The purpose of this memo is to decide how to respond to the complaint letter from Fortune Goods concerning the wrong numbers of batteries delivered.


 * 1) Background

On 23 February “Fortune Goods” placed an order for 12000 Everlong super-long batteries, but only 1200 arrived at the customers.


 * 1) Possible cause

The problem is mainly due to the typing error of the secretary.


 * 1) Solution

a) To deliver missing products by express courier

Since the fault was mainly due to our staff’s error, It comes to my mind that it is reasonable for us to deliver the right amount of the battery to the customers. As the customers had already waited for a long time, we should deliver the batteries by express courier, such as DHL.

b) To give a 15% discount for the next order of the “Fortune Goods”

In order to keep a good relationship with the “Fortune Goods”, I would like to suggest giving a 15% discount off the next order from them, in order to keep a good relationship with the “Fortune Goods”.

c) improve checking systems

I would like to suggest the supervisor of the secretary should be responsible for the data checking after the data enter is completed. This can eliminate the possibility of having the similar problem next time.

Yours Sincerely,

William Lam