A letter of pｌaint Stｒuctuｒｅ(结构) • put foｒward ｔhｅ problem(投诉事由)
• expｌain the ｒeason ｆｏｒ ｃomplaiｎt in ｄetail (详述事件／投诉理由) • ｒequire aｃｔioｎs(提出要求)
A lｅtter of coｍplaiｎt p82 1st Ｍay Ｄeaｒ Mr Le Feｖer Folloｗing thｅ rｅcent expｅｒｉｅnｃes of two of my stａｆf ｗitｈ youｒ training cｏｍpany, Ｉ haｖe decided to sｅｎd ｙｏｕ somｅ feedback bａsed on theiｒ menｔs. Oｎ the 2５ｔh Ａｐrｉl, theｙ ａtｔenｄｅｄ a two-day cｏmputeｒ cｏｕrse ｉn crｅating PoｗｅrＰoｉnt pｒesenｔatioｎs. However, on the ｆｉrst ｄay the traineｒ arrｉveｄ 30 mｉｎuｔes late, whicｈ wａs follｏｗed by a furtｈｅr deｌａｙ due ｔo a room chaｎge、 As a ｒesult of thiｓ neaｒly 9０ ｍｉnutes was misｓed. In addition to ｔhiｓ, mｙ ｓtaff inｆorｍ me that ｔhe apｐroaｃh ｏf ｔｈe trainer was to let participanｔｓ ｄｉsｃover sｏlｕtiｏnｓ tｏ problems rathｅr ｔhａn beiｎg told whaｔ ｔo ｄo、 Dｅspｉｔe haｖｉｎg beｅn vｅry sａtisfiｅd with yoｕr sｅｒvices in the ｐaｓt I maｙ have ｔo recｏｎｓｉder sending staｆf ｉｎ the ｆuｔurｅ。
I woｕｌｄ be gｒateｆul ｔo hear anｙ ｃommｅnts you have to ｍａｋｅ ｅitｈer ｂy phone oｒ ｉn writing。
I loｏk forward tｏ heａrinｇ fｒom you。
Yｏuｒs siｎceｒeｌy Ｍrｓ A Ｈｅｎｅａge
Ｈuman Resources
Writiｎg exｅｒciｓe: A letter of plaiｎt P8３ You rｅｃeｎtly sｔaｙed aｔ a ｈotel。
Reａｄ ｔhe noｔeｓ ｏn the ｐｒｏblems、 Write a letter ｔo ｔhe hoｔel maｎager、
• Ｔhere was no ｒecｏrd of tｈe bookｉｎｇ at rｅｃeｐｔｉon — I waiｔed ４5 ｍｉｎuｔes、 •
Thｅ meｅｔing room wａs dｏuble-ｂｏoｋed — had to meet clｉents iｎ sｍａlｌer rｏom、
•
The towels were noｔ cｈanｇｅd ｉｎ ｔhe batｈｒｏoｍ overnight — rｏom servicｅ ｓaｉd ｔhis was ｈotel poｌｉcy ｂaseｄ on ‘environmental rｅasons’.
Poｓsｉble anｓwers Ｄｅａｒ Ｓir or Madａm Foｌｌowing my ｒecent experiencｅ of ｙｏur ｈotｅl, Ｉ have dｅｃｉdｅｄ to
senｄ ｙou some fｅedbaｃｋ ｉｎ tｈe hｏpe ｔhａt you caｎ iｍprｏｖe your
sｅｒvice、
Ｉ aｒrｉved ａt ｒｅcｅpｔion at 6ａm on 7th Novｅｍbeｒ to ｆｉnd ｔhere
was no rｅcoｒd ｏf ｍy ｂooking。
As a resuｌt oｆ thiｓ I waｉtｅd 4５
miｎｕtes.
Tｈe fｏllowing day, my two cliｅnts ａnd I wｅre ｄelayｅd
duｅ ｔo the mｅeｔiｎg rooｍ bｅiｎg doｕｂled-booked. Ｅvｅｎtuａlly we
weｒe given ａnother smaller room。
Fｉnally, tｏwels ｗere nｏｔ ｃhaｎged ｏvernight。
Room seｒvｉcｅ ｅxｐｌained tｈat tｈｉｓ waｓ because of the hoｔｅl’s “eｎviroｎmentalｌy friｅｎdly” pｏlicy. Wｈｉle I agreｅ wiｔh ｔhe sentiｍent oｆ ｔhiｓ ｐｏliｃy, Ｉ dｏn"ｔ thiｎk tｈat ｃｈanging at leａst one tｏｗel is ｕｎreaｓonaｂle、 Despｉte having beeｎ verｙ ｓaｔisfied ｗith yoｕｒ serｖicｅ in thｅ paｓt I may ｈave ｔo reconsｉｄer using your ｈotel iｎ the futｕre。
I would ｂｅ ｇｒａtefuｌ to hear any ｍｅnｔｓ ｙｏu have to make ｉn wrｉｔing。
Ｙouｒｓ faithfully Jaｎet Sｍｉth Rｅｐorｔ: strｕcture Ｒｅpoｒt oｎ_＿＿___＿__＿______＿_＿_ Inｔrｏductioｎ The aｉm oｆ ｔhｉs ｒepｏrt is to _____________＿_＿__
Thｉs ｒｅpｏrt ｓetｓ ｏut to ＿_＿__＿____＿_______
Fｉｎdings According tｏ thｅ recent market rｅｓeａrch／investigatiｏn/survey/ｔｈe chart above…
The recenｔ vｉｓit/investigation/survey shｏwed… Fｒｏｍ tｈe tａｂｌe/chart abｏve, we caｎ find/leａｒn/notiｃe tｈａt… Conclｕｓｉons
Accorｄing tｏ thｅ ｆindings above, ｉｔ ｃan ｂe concｌｕded ｔhat… Ｒeｃoｍmendationｓ Ｉn ｏrder to __＿_____＿_＿, I would recｏｍmｅｎd that… Based on the anａlysis aboｖe, I ｈave ｔhｅ ｆoｌlowing recｏｍmendａｔion:
A ｒepｏrt P42 Read thｅ infｏrmaｔｉon and thｅ ｔａsk belｏw:
Ｙou ｗoｒk in the marｋｅting deｐａrtment of your ｃompaｎy and your ｌine manageｒ hａs delegａｔed to you thｅ tasｋ of pｒｅpariｎg a short ｒｅport。
Yｏu ｍusｔ rｅpｏrt on the number of pｅoｐlｅ visiting the cｏｍpany wｅbsiｔe in ｔhe laｓｔ thｒee monthｓ and proｐose ａ ｍarketinｇ stｒatｅgy for ｔhe next tｈree months。
Ｒepoｒt ｏｎ
visits to ｗｅｂsite anｄ prｏｐosed maｒketing strａtegy
Iｎtrｏｄｕction The aｉm of ｔhis reporｔ is to ｃｏmment on the numｂｅr of pｅople ｖisiting ｔhe cｏｍｐａny webｓitｅ ｉn the lasｔ tｈｒee mｏnths and proｐoｓe a ｍarkｅtiｎｇ sｔraｔｅｇy foｒ thｅ neｘt tｈree montｈs Finｄｉngs Over the ｌasｔ three moｎtｈs, the number ｏｆ ｖｉsiｔors haｓ inｃreaseｄ by 65０。Tｈｅｒe are two reａsｏns fｏr ｔhe incｒease。
Ｆirｓt of aｌl , we launchｅd a ｎｅwｓlｅttｅr fｏｒ subsｃribeｓ。
Secoｎｄly in May, we raｎ a ｐetｉtion wｈｉｃh was very pｏpular. With regarｄs to
ｃoｓts, ｂaｎnerｓ hａve ｃoｓt 3200 Ｅuros ａ mｏｎth bｕt ｖｅｒｙ few pｅopｌｅ ｓeｅm to viｓｉt thｅ ｗｅbsiｔe as ａ resｕlt oｆ thｅｓe、
Ｏn the other hａnｄ,
tｈe nｅwｓｌｅtteｒ dｏesn"t cｏst aｎyｔhing (ｏtｈｅr ｔhａｎ my ｔime) buｔ has helpｅd tｏ increasｅ ｔｈe numbｅr of viｓｉｔors. Ｒeｃommendａtiｏnｓ In ordｅｒ ｔo
iｎcｒeａｓｅ tｈｉｓ number Ｉ wｏuld ｒemenｄ that
we cｏntｉnue with the newsleｔter ａnｄ run more pｅｔiｔionｓ ａnd quizzｅs、 Ｉ also ｐrｏpｏse that
wｅ stop ｕsｉng ｂanneｒs ａnd put more rｅsources ｉｎto ｓetting ｕｐ linｋs with other sites to inｃrease the traffｉc。
Repｏｒｔ on the disｍissａl of Luｄwiga Cｈuhova
(Ｐ59)
Intrｏducｔioｎ The aiｍ of tｈis ｒeport iｓ to asｓｅss ｗhethｅｒ Ｍｓ。
Chuｈovａ
waｓ ｕnfairly dismissｅｄ and if tｈe ｃorrｅct proceduｒｅ wａｓ ｆollowｅｄ ｂy her ｌiｎe managｅｒ。
Fｉｎdinｇs Fiｒst ｏf all, it ｈas bｅeｎ ｆｏund ｔhat Ms. Chｕhova had faiｌed to aｒrive ｆor worｋ on ｔhree ｏcｃasions. Oｎ the fｉｒst ｏｃcaｓiｏn, when the ｍanａger ｇａve a ｖｅrbａl wａrｎiｎg, she is reportｅd to havｅ saｉd ｔhat ｉt was none ｏｆ hｉs bｕsｉnesｓ、 On tｈe secoｎd oｃcａsｉoｎ, ｔhe linｅ manａger ｇave her a wｒittｅn warning、 Ｗheｎ shｅ failed to ａrrｉvｅ ｆor woｒk ａ tｈｉrd time, ｓhe wａs dｉｓmiｓsed with iｍmｅｄiate effect、 Concｌuｓions anｄ ｒeｍｅｎdatiｏns Ｉｎ concｌuｓioｎ, the ｍanageｒ apｐeaｒs to haｖe fｏllowed ｔhe cｏrrｅct course oｆ actｉon。
Howｅvｅｒ, ｉt iｓ rｅcｏmmendeｄ that in the ｆuｔuｒe, ａny ｄｉｓciplinａry pｒoceｄures sｈould bｅ cａrｒiｅｄ oｕｔ ｉｎ the preｓeｎcｅ oｆ onｅ other ｐｅrson。
Thｉs ｗill ｈelp tｏ avoｉd any simｉlar ｓituationｓ、 Wriｔiｎg eｘercise P9５ • Ｙｏｕ work for a ｍａrｋet paｎy。
• Ｙour client, a soft ｄrｉnkｓ pany, wants to launｃｈ a new fｌavored drink、
• You tｅsｔｅd two poｓｓibｌe ｆlaｖorｓ witｈ ｆocus ｇrouｐ、 You aｌso asked peopｌe tｏ cｏmpaｒｅ normal and diet versiｏns ｏf ｔhｅ tｗo dｒｉnｋs.
You ｈave beeｎ ａsked tｏ wrｉte a ｒepoｒt on your fiｎdiｎgs anｄ make reｃｏmｍｅndatioｎs to your ｃｌｉeｎts Repｏｒt oｎ fｉndings ｆrom focｕs gｒｏup rｅｓearch Intrｏduction Tｈe aim of thｉs ｒepｏrt iｓ ｔo mａkｅ reｍendａｔions baｓｅd oｎ findings from ten ｆｏcus groups. Finｄinｇs Fｉｒstly, ｎearly ｔhｒee-quarters of responses tｏ the ｃherrｙ flaｖｏr werｅ veｒy poｓiｔivｅ ｗiｔｈ oｎly 7％ beinｇ nｅｉtｈer poｓｉtivｅ nor negａtive abｏuｔ the product。
On ｔhe ｏｔher hａnd, about ｔwo-ｔhirdｓ ｓaiｄ ｔheｙ ｄislｉｋｅd thｅ sｔrａwbｅｒry fｌavoｒ beｃausｅ oｆ the ｓuｇaｒ and aｒtiｆicial taｓteｓ。
Finally, with ｒeｇard to the norｍａl ａnd ｄｉｅt versｉｏn, ａpｐroｘｉmａｔely ２0％ moｒe peoｐｌe prefｅrreｄ the dｉeｔ cｈerry ｖersion and nearｌy tｈree ｔimｅs as maｎy preｆerｒed the diet strawberrｙ versioｎ、 Ｒeｃommｅndationｓ Based on tｈeｓe fｉｎdｉngｓ, I would reｃommenｄ that ｔhe coｍpany ｌauncｈeｓ ｔwｏ typｅs ｏf ｃｈｅrry flavoｒ ｄrｉnk (nｏrmａl and diet). While I wouldn’t ｓｕｇｇest a ｎoｒmal ｓtrawbeｒry vｅrsｉｏn, ｔhe cｏｍpany ｃouｌd consｉｄer ｐroducing ａ diｅt verｓioｎ ｗhiｃｈ was clｅarly ｍore popular、
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