UPM-CALC/ SEM2/2021-22/CEL2107/SCL WORKSHEET/WEEK 12

Name: ELLIA NATASHA BT MOHD HIZUDDIN Group: 28

SCL WORKSHEET WEEK 12

This is an individual activity for you to carry out. The activities should be completed and
submitted on PutraBlast.

A. The following are excuses and explanations used in a response to a letter of

complaint. Decide whether the excuses and explanations given are appropriate.

Appropriacy

Excuses / Explanations Yes No

Our system recently went through a maintenance update which caused /

delivery delays for orders submitted between 12AM-6AM on 18 June 2021.
He must have entered the order incorrectly. He always does that! /

It is because you wrote the wrong number on the order form. /

We should have confirmed before we sent you the products, but looks like /
the product number and the description on your order do not match.

I did not get the email you sent. /

B. Fill in the blanks with suitable opening, central, and closing expressions.

Dear Mr Brown,

First, thank you for your letter dated on 26 May 2022. I am sorry to hear that the items
you ordered last month has not reached you.

However, upon our investigation, _ the delay was due to an unexpected computer
problem in the delivery department which interrupted our usual efficient service. The
problem has been rectified and your order has been sent by overnight post on 26 May
2022.

We apologize for the inconvenience. We do value your business and hope to keep you
as a long-term customer. As a gesture of goodwill, I am pleased to enclose a RM30
voucher for your next purchase.

1
 UPM-CALC/ SEM2/2021-22/CEL2107/SCL WORKSHEET/WEEK 12

Name: ELLIA NATASHA BT MOHD HIZUDDIN Group: 28

Should you require further assistance, feel free to call me at 03-4673 9876.

Sincerely,
Justin Watson
Customer Service Representative
Chan’s Wholesale

C. Read the following response to a complaint letter and list THREE weaknesses of
the following letter.
Dear Sir,

First, let me say that it’s very difficult to deliver merchandise when we have been given
the wrong address.

After receiving your complaint, our investigators looked into your problem and
determined that the shipment was sent immediately. I see from your current stationery
that your company has a new address. With the proper address, we probably could
have delivered this shipment.

Although we feel that it is entirely appropriate to charge you shipping fees, we will waive
it. We hope you will receive the merchandise at your current address.

Thanks.

i. let me say that it’s very difficult to deliver merchandise when we have been
given the wrong address.
ii. I see from your current stationery that your company has a new address.
iii. Thanks