English and Communication for Business - Assignment Example

English and Communication for Business Question 1. Communication objective To explain to the Mrs Judy Law, that her newly purchased Crystal Palace mattress has no defects as it has been specifically engineered in this way, and to reject responsibility for the problem leading to her complaint. 2. Evidence of idea generation (brainstorming) 3. A draft of the letter Dear Mrs.., I would like to thank you for choosing our company. We are pleased to hear from you and to learn from your experience of using our products. We are keen to make you satisfied as we value you as our beloved customer. Thank you for your letter of complaint concerning your purchase of the Crystal Palace mattress. Based on the information presented in your letter, you are not satisfied with your new purchase as the mattress maintains body impression during the whole day after you have used it. I would like to inform you that the model of Crystal Palace mattress has been specifically designed in such a way to enable it to mould to the individual’s body shape of the customer. This process is activated as you use the mattress. Consider that this feature of the mattress is not a defect. It is a special design specifically developed by our company in order to ensure a perfect fit of the mattress to the customer’s back and body. In this respect I have to refuse you in satisfying your claim of replacing or repairing the mattress, as there are no defects and the mattress works in accordance with the initial design. Please, check your warranty document. We could satisfy your claim in case if the product was broken or if it had some visual or technical defects. I sincerely hope that you will enjoy your experience of using the Crystal Palace mattress and other products of our company. 4. The final version of the letter Date: January 11, 2015 From: Mark Jason To: Mrs Judy Law Dear Mrs Judy Law, Thank you for your letter of complaint concerning your purchase of the Crystal Palace mattress. I appreciate that you bringing this matter to my attention. We are eager to hear from you and to learn from your experience of using our products as your feedback helps us to improve continuously our products and enhance customer service. Our customers vary from individual users to 5-star hotels, public organizations, university dormitories and elderly homes. Crystal Palace mattresses and pillows have been recognized to be the best sellers in the Southeast Asia. Its mattresses have won top Gold award for bedding products in Hong Kong for 15 consecutive years. In order to help our customers to use the Crystal Palace mattresses to good purpose, we include in the packaging a leaflet explaining how to use the product. The model of Crystal Palace mattress has been specifically designed in such a way to enable it to mould to the individual’s body shape of the customer. This process is activated as your body heat and weight interacts with the memory foam. Due to a unique characteristic of slight body impressions appearing with the use our customer can enjoy better sleep and better rest. Therefore, we are pleased to inform you that this feature of the mattress is not a defect but, on the contrary, it is a unique feature, which has been specifically developed by our company in order to ensure a perfect fit of the mattress to the customer’s back and body. We could satisfy your claim in case if the product was broken or if it had some visual or technical defects. I am forced to refuse you in satisfying your claim of replacing or repairing the mattress, as there are no defects, and the mattress works in accordance with the initial design. However, we want to make sure that you are happy with this design, and if you are still unhappy with the product, you can return the mattress within 14-days of purchase to one of our stores and we will refund it. I am happy to inform you that we have got new collection of pillows and we are welcoming you to visit our store. I am sure you will many useful things. Further details can also contact us either by email (customer _service@crystalpalace.com) or by phone 1-123-345-789. I sincerely hope that you will enjoy your experience of using the Crystal Palace mattress and other products of our company. Best Regards, The Customer Service Manager at Crystal Palace Mark Jason Question 2 Dear Mr. Wally Wong, On behalf of the whole team of the Underwriting Department of the company, I would like to ask you to accept our deep condolences on the death of your wife. We are very sad to know about the death of Mrs. Amanda Wong. While I did not know her well personally, as we did not have many occasions and opportunities for personal communication, I have no doubts that she was a careful mother, great wife and reliable friend to you and your family. Your frequent references to Mrs. Wong has built extremely positive image of this wonderful lady. I know that she was very cheerful, loving, and wise woman. I remember her as a very special person, always helpful and attentive to our team members. I also know that she was great professional, very responsible and hardworking person. She has managed to overcome a great challenge, which many women face with. She has found a perfect balance between work and family. Twenty years of happy marriage and career achievements both serves as a great evidence for this statement. We will remember her as optimistic, enthusiastic, kind and clever woman. For eight years of your service in our company we have become as one big family with friendly and supportive relationships. We believe that we should keep these relationships and help each other when necessary. We know that you are left with two teenage sons, and it might be very tough for three of you to cope with this tragedy. We imagine how difficult it is for you now to live through such a loss, and we would like to offer our support and help if needed. Also, we would like to support your family with donating amount of $5000, and offer you to take a paid holiday for the period of up to three weeks. You can collect the money from our office and agree in HR department the dates for your holiday. We believe that during these tough days your support to sons is especially important, and you should be with your children for this period. We hope that after a holiday you will come back to work with greater enthusiasm and energy. Sincerely hope that you will keep strong and supportive to your family. Our all best wishes are with you and your family! Please dont hesitate to contact me or anyone else at the Underwriting Department of BBC Insurance Company should you think of anything we can do to help. The Underwriting Department of BBC Insurance Company, Barbie Leung Read More