Dadadameiren

Question1

Unit 2601-02, 26/F

Grand Millennium Plaza

181 Queen’s Road

Central

MEMORANDUM

To: All the regional agents

From: Scott Clooney

Date: 24 November 2014

Subject: New policy on contacting customers

Thank you for making efforts to run our company. I am writing to you to tell you the situation we are facing now.

Recently, we have found more and more letters were sent to our office, some for questions and some for complaints. As our company goes on smoothly, it is happy to see there are much more customers than before. Thus, it is unavoidable to receive more enquiries than before. Our customers’ opinions are also valuable for us to make more progresses.

Nevertheless, these letters inevitably bring us a heavy workload. Besides, there are not enough qualified staffs in our office. As a result, our employees cannot put full attention on their main work. And it greatly influences our work efficiency as well renders the division of work no longer easy to achieve.

Here I would like to remind you that you are strongly advised to deal with the questions and complaints from our customers by yourselves. It is you that are familiar with the specific conditions. So it will be easier to communicate if you contact them, and our efficiency will be much higher in this way. Now there is a new policy as following.

1. Contact the customers in your region directly. You shall inform customers in your district to write to the regional agent office instead of the headquarters.

2. Make a plan about the division of the work. Different department should take responsibility for different part. It is necessary for us to increase our efficiency and our company to go on smoothly. The due day is next Friday, regional agents should submit it to the head quarter in form of e-mail before 4pm.

3. Find out the common problems. To improve our service, we cannot only reply so many letters, but discover the common problems reflected by these letters. You are asked to...