You are Katy Lam.

You work for the Sunlight Mall, an upscale shopping mall selling high-end products in
Causeway Bay. You have received the following email from your supervisor, Chris Lai.

你是凱蒂林。 你在陽光商城工作，這是一家在銅鑼灣銷售高端產品的高檔購物中心。 您已收到以下

電子郵件, 你的主管 Chris Lai。
From: Chris Lai<clai@sunlight.com.hk>
Sent: Thursday 21 Apr 2022 08:26:00
To: Katy Lam<klam@sunlight.com.hk>
Subject: Complaints from customers

Dear Katy

Recently I have received some negative feedback from our customers towards our service. They thought
we were not providing the help and support they needed. I would really like to know what the problems
we are having. Would you please look into the situation and let me have the details? I would also like you
to come up with measures to solve the problems. If possible, I would like to have your reply by next
Monday. Thank you very much.

Chris

Dear Chris,

Thank you for your email regarding the complaints from customers . I have looked into the situation and
would like to report the findings for your consideration. It seems that the major problems are related to
signage, temperature control, arrangement of free gift redemption and exhibition period. I have come up
with a number of solutions that may help rectify the situation.

To begin with, some customers reflected that the signage was not inadequate. There were no guide dog
signs, which means that the security do not know our mall allows the entry of guide dogs was not convenient
for the visually impaired since they could not enter our shopping mall with their guide dog. In light of this,
remedial actions should be taken immediately. It is essential for us to post signage which is showing
permission of guide dogs at the mall gate. We believe that visually impaired customers can bring their guide
dog to enjoy our mall's service. Also, it might be a good idea to install a touch-screen digital directory
because this will reduce the barriers for blind people to visit our mall. As a result, they will know what
facilities our mall has through Braille to make their experience of our mall more fulfilling.

Regarding the temperature control, some customers pointed out it was unstable. As they stated, tThe
environment of the mall was sometimes too cold and sometimes too stuffy. Investigation reveals the cause is
that Tthe air conditioner was difficult to start because the power supply voltage was too low. When starting,
the fuse was often blown and lose the cooling ability leading to the polar indoor temperatures. To
Aaddressing this such problem, it is recommended that we ought to install a power regulator. By doing so, it
will enable the air conditioninger system to automatically adjust the output voltage of the power supply
equipment, including the temperature.

Apart from them, it has been revealed that the arrangement of free gift redemption was not satisfactory. For
instance, the counter was too busy and crowded, which made the customers wait for a long time. To prevent
this from happening again, we propose increasing the number of counters. Although it allows customers to
quickly claim the giveaway, we need an extra budget for the building of counters. Alternatively, arranging
crowd control by duty officers might be an effective solution. We expect that it maintains good public order
and protects the safety of our customers to ensure the smooth running of our events. Nevertheless, our
employees do not have work experience in crowd management. Our company needs to sponsor them to
pursue the "Professional Executive Diploma in Crowd Management" at an additional cost.

Lastly, negative comments were received concerning the exhibition period being short such as car
roadshows and cartoon character exhibition. This caused most customers not to watch the exhibition in our
mall. In order to improve the situation, it is proposed that we should extend the exhibition period. It is hoped
that it will give customers the flexibility to visit our mall exhibitions. In a short run, it will attract customers
who live more in different regions. In the long run, this can increase revenue for the future development of
the mall.

I hope the advice will be useful for you. We expect our mall will have more awesome evaluations. If you
have any questions, I welcome you to ask me without hesitation. I will reply to you at my earliest
convenience.

Best rRegards,
Katy