1.

Write a letter of inquiry to a utility company, a safety or health care agency,

or a business in your town requesting information on how its services to the
community protect the environment. Give specific reasons why you are
requesting the information.

Dear Powertrans Company,

As a long-time resident of Thu Duc City, I wanted to inquire about Powertrans

Company’s initiatives to protect our environment. As climate change becomes an
increasingly urgent issue, I am interested to learn how Powertrans Company is adapting
its services to be more sustainable.

Specifically, I would like to request details on the following:

 Efforts to increase renewable energy sources like solar or wind

 Programs to help customers improve energy efficiency
 Plans to phase out dependency on fossil fuels
 Strategies to reduce air and water pollution from power generation
 Waste reduction and recycling at company facilities

My family and I choose to live in Thu Duc City because of its beautiful natural
surroundings. We want our children to inherit a healthy community for generations to
come. That’s why I would appreciate any information you can provide on how
Powertrans Company is evolving to be a steward of our environment.

The shift to green energy is vital for the future livability of our planet. I hope to see
Powertrans Company taking an active role in this transformation. Thank you in advance
for your time and any details you can share. I look forward to learning more about your
sustainability efforts.

Sincerely,
Le Gia Phat
phat.lepowertrans@hcmut.edu.vn
 2. In which courses are you or will you be writing a report? Write to an agency
or company that could supply you with helpful information, and request its
aid. Indicate why you are writing, precisely what information you need, and
why you need it. Offer to share your report with the company.

Dear Lucy Ho,

I am a student at Bach Khoa University currently enrolled in a Digital Supply Chain

Transformation course focusing on renewable energy. As part of this class, I am writing a
research report analyzing the benefits and challenges of solar power generation.

I am writing to request any information you can provide from Powertrans Company to
help inform my report. Specifically, I would appreciate any data you could share on:

 Cost savings of solar power vs. traditional energy

 Solar installation trends and projections
 Innovations in solar panel efficiency
 Federal or state policies impacting solar adoption
 Environmental impact of increased solar usage

This information would significantly strengthen my research report. I aim to produce an

in-depth, accurate analysis of solar energy's role in our nation's electricity production.
Insights from an industry leader like Powertrans Company would lend crucial credibility.

Please let me know if you are able to contribute any reports, statistics, expert
perspectives, or other solar energy resources. I would be happy to share a copy of my
finished report with Powertrans Company as well. Your guidance will help me develop a
well-informed, thoughtful analysis.

Thank you very much for your consideration. I appreciate your time and any information
you can provide. Please let me know if you have any other suggestions as I complete this
project.
Sincerely,
Le Gia Phat
phat.lepowertrans@hcmut.edu.vn

Choose one of the following, and write a sales letter addressed to an appropriate
reader on why he or she should

a. work for the same company you do

b. move to your neighborhood
c. be happy taking a vacation where you did last year
d. dine at a particular restaurant
e. use a particular app

f. have their cars repaired at a specific garage

g. give their real estate business to a particular agency

h. use your company’s new e-commerce software when constructing its

website

Dear Valued Customer,

When it comes to auto repairs and maintenance, look no further than Factley Auto Shop.
We wanted to reach out to personally invite you to bring your vehicle into our garage and
experience the Factley difference for yourself.

At Factley Auto Shop, we pride ourselves on providing honest, transparent, and

professional service. Our ASE-certified technicians have decades of combined experience
troubleshooting and repairing all makes and models. No repair job is too big or too small
for our knowledgeable team. We use only top-quality parts and tools to ensure repairs are
completed to the highest standard.

Our shop offers extremely competitive pricing without sacrificing an ounce of quality.
We provide written estimates upfront and will never do unauthorized work. Our
customers trust that we have their best interests in mind and will never recommend
unnecessary services. Plus, we back all parts and labor with a 12-month/12,000-mile
warranty for added peace of mind.
We know car repairs can be stressful. That's why our staff works hard to deliver an
exceptional customer experience. Our waiting area offers free Wi-Fi, coffee, and cable
TV to make your time with us more comfortable. We also offer shuttle service and
discounted rental cars.

The next time your vehicle needs attention, bring it to the experts at Factley Auto Shop.
Call us at 0915398038 or stop in for a visit today. We can't wait to show you why Factley
is your trusted partner for all aspects of auto care.

Sincerely,
Le Gia Phat
Factley Auto Shop

4. Rewrite the following sales letter to make it more effective. Add any details
you think are relevant.

Dear Pizza Lovers:

Allow me to introduce myself. My name is Rudy Moore and I am the new

manager of Tasty Pizza Parlor in town. The Parlor is located at the
intersection of North Miller Parkway and 95th Street. We are open from 10
a.m. to 11 p.m., except on the weekends, when we are open later.

I think you will be as happy as I am to learn that Tasty’s will now offer free
delivery to an extended service area. As a result, you can get your Tasty Pizza
hot when you want it.

Please see your newspaper or newspaper’s website for our ad. We also are
offering customers a coupon. It is a real deal for you.

I know you will enjoy Tasty’s pizza and I hope to see you. I am always
interested in hearing from you about our service and our fine product. We
want to take your order soon. Please come in.

Hungry for your business,

Rudy

Dear Valued Customer,

I'm Rudy Moore, the new manager at Tasty Pizza Parlor, and I'm thrilled to invite you to
experience the delicious, mouthwatering pizza we serve up fresh daily.

Located at the corner of North Miller Parkway and 95th Street, our neighborhood pizzeria
uses only the highest quality ingredients to create pies our customers rave about. Our
perfectly seasoned red sauce, melted mozzarella, and hand-tossed crust will have you
craving more after the first bite.

For your convenience, Tasty Pizza Parlor now offers free delivery within an expanded
area so you can enjoy hot, oven-fresh pizza from the comfort of your home. See our
website or latest newspaper ad for full details on our new delivery boundaries.

And it gets even better! Right now we're offering new customers a coupon for $5 off your
order of $20 or more. It's our way of saying welcome to the family. Just mention the
coupon when ordering by phone or present it to your server on your next dine-in visit.

Our team can't wait to serve you the best pizza in town. Give us a call at 0915398038 to
place your order or stop by to grab a fresh slice. Tasty Pizza Parlor is open 10am to 11pm
weekdays, and until midnight on weekends. We hope to see you and your family soon!

Cheers,
Rudy Moore
Manager
Tasty Pizza Parlor

5. Send a follow-up letter to one of the following:

a. a customer who informs you that she will no longer do business with
your company because your prices are too high
b. a family of four who stayed at your motel for a week last summer
c. a wedding party or professional organization that used your catering
services last month
d. a customer who returned a coat for the purchase price
e. a customer who purchased a used car from you and who has not been
happy with your service
f. a company that bought a piece of equipment from you nine months
ago, alerting them about a recall
Dear Valued Guests,

I hope this letter finds you well. I wanted to follow up and thank you again for choosing
to stay with us at Mountain View Motel during your family vacation last summer.

It was a pleasure hosting you and your family for the week in our two-bedroom mountain
view suite. I do hope the extra space and amenities provided everything you needed to
feel comfortable and at home during your time in our little mountain town.

Here at Mountain View Motel, it brings us so much joy to see families like yours
enjoying quality time together and making memories. We aim to provide top-notch
service and facilities to make every guest's stay special, so I wanted to be sure your week
with us met your expectations.

Please know that we cherish guests like you who choose to stay with us year after year. If
you are planning to visit our area again in the future, we would be absolutely delighted to
have you back at Mountain View Motel.

In fact, I would like to offer you a special 25% discount as valued return guests if you
book with us again next season. Just mention this letter when you call.

We hope your family has cherished the moments from your last trip and made lasting
memories. If we can be part of creating more special times for you here in the mountains,
we sincerely hope you will think of us. Please reach out with any questions!

Gratefully,
Le Gia Phat
General Manager
Mountain View Motel

6. Write a bad newsletter based on an experience at your workplace—rejecting

an applicant for a job, notifying tenants of an increase in parking rates, or
denying a request for funding, for example.

Dear Valued Tenants,

I'm writing to inform you of an upcoming change to parking policies here at Creekside
Apartments. Beginning June 1st, we will be implementing a small fee for parking in order
to cover necessary lot improvements and maintenance.

We understand that this new fee may come as an inconvenience, and we want to assure
you that this decision was not made lightly. Over the past several months, we invested
significant resources into resurfacing the parking lot, re-painting faded lines, upgrading
lighting for safety, and addressing drainage issues.

These improvements were essential to provide you with a higher quality parking
experience, but they did come at a cost. After exploring all options, a modest monthly
parking fee of $20 for covered spots and $15 for outdoor spots was determined to be the
fairest way to cover these expenses moving forward.

We sincerely apologize for any frustration this causes, and want to emphasize that we
aim to keep costs as low as possible while maintaining the high standards you deserve.
The new fees are in line with comparable properties in our area.

Your satisfaction is extremely important to us. Please don't hesitate to reach out to the
leasing office if you have any questions or feedback about this policy change. We're
happy to assist in any way we can.

Thank you for your understanding as we work to continuously improve your living
experience here at Creekside. Please let us know if we can be of any further assistance.

Regards,

Creekside Apartments Management

7. Write a bad news letter to an appropriate reader about one of the following
situations:

a. Your company has to discontinue Saturday deliveries because of rising

labor and fuel costs.
b. You are the manager of an insurance company writing to tell one of
your custom- ers that, because of a reckless driving citation, his or her
rates will increase.
 c. You have to refuse to send a bonus gift to a customer who sent in an
order after the promotion period ended.
d. You have discontinued a model that a business customer wants to
reorder.
e. You have to notify residents of a community that a bus route or hours
of operation are being discontinued.
f. You represent the water department and have to tell residents of a
community that they cannot water their lawns for the next month
because of a serious water shortage in your town.
g. You cannot repair a particular piece of equipment because the
customer still owes your company for three previous service visits.

b)

Dear Ms. Ho,

I am writing regarding your automobile insurance policy with our company. It is my

responsibility to inform you that due to a recent reckless driving citation on September
30, we will be required to increase your insurance rates effective next month.

Our underwriters periodically review driving records of all our customers. When citations
or accidents occur that are determined to increase risk levels, rate increases are
implemented accordingly. After being notified of your recent reckless driving offense,
our team conducted a full review of your policy.

Based on the severity and nature of this particular violation, I regret to inform you that
your monthly premium will increase by 15%, from $1000 to $1150, upon your policy
renewal on September 30. This rate change is consistent with our protocol for similar
driving-related incidents.

I understand this rate increase may be disappointing. However, it is our obligation to

accurately calculate risk and set premiums at a level sufficient to provide customers like
you with robust protection in the event of a claim. Please know we aim to provide the
best value while accounting for relevant risk factors.
If you have any questions or concerns about this rate change, do not hesitate to call our
customer service team at 0915398038. I appreciate your business and hope we can
continue to meet your insurance needs.

Sincerely,

Le Gia Phat
HR assistant,
Powertrans Company

8. Write a good news letter about the opposite of one of the situations listed in
Exercise 7.

a)

Dear Valued Customers,

I'm pleased to announce that starting next month, we will be reinstating Saturday delivery
services due to improved business conditions allowing us to expand our schedule.

As many of you know, last year we made the difficult decision to cut Saturday deliveries
in response to rising fuel and labor costs that made weekend operations unsustainable.
However, thanks to the loyalty of customers like you, as well as internal efficiencies
we've implemented, our financial footing has improved.

We're thrilled to now be in a position to resume Saturday delivery effective October 1st.
We know many customers prefer receiving orders over the weekend, and it brings us
great joy to make this option available once again.

I want to thank you sincerely for your patience and understanding this past year as we
worked through those challenges. It's customers like you that make our business a
success, and we're eager to restore the high-quality service you deserve.

Please don't hesitate to reach out if you have any questions about this updated delivery
schedule. We can't wait to be back on Saturdays delivering orders to our valued
customers like you.
Gratefully,
Le Gia Phat
Powertrans Company

9. Write a complaint letter about one of the following:

a. an error in your utility, mobile phone, credit card, or Internet provider bill
b. discourteous service you received on an airplane, train, or bus
c. frustratingly long waits or prompts to speak to a company’s representative
d. a shipment that arrived late and damaged
e. an insurance payment to you that is $357.00 less than it should be
f. a public television station’s decision to discontinue a particular series
g. junk mail or spam that you have been receiving
h. equipment that arrived with missing or defective part
i. misleading representation by a salesperson
j. incorrect or misleading information given on a website

d)

Dear Ms. Lucy,

I am writing to express my extreme dissatisfaction with my recent order #12345 shipped

through your company on September 30. This order arrived over two weeks later than
expected, and the products were damaged due to poor packing.

According to your website, standard delivery for my location takes 5-7 business days. I
placed this order on September 30 anticipating receipt well before I needed these
materials for a work project on October 2nd. However, the order did not arrive until
October 16- over 14 business days later. This unexpected delay directly impacted my
ability to complete the project on time.

Making matters worse, the products arrived in damaged condition. Due to inadequate
packing materials in the box, the contents shifted during transit and multiple items were
broken or scraped. Photos are enclosed documenting this damage.
I selected your company for this shipment based on your promises of fast, reliable
delivery. The extreme lateness and damage to my order completely contradict the
standards you claim to uphold. I am incredibly frustrated that not only did the order arrive
late, but the poor packing made the products unusable when they finally did show up.

I would like a full refund issued immediately for this unacceptable shipment. I also
expect your company to implement better quality controls and delivery practices to
prevent this from happening to other customers. Please contact me right away to resolve
this issue satisfactorily.

Regards,
Le Gia Phat

10. This exercise might be done as a collaborative project. You are a section
manager at e-Tech. Your company has a service contract with Professional Office
Cleaners (POC). However, each morning when you arrive at work you are
disappointed with what they’ve done. POC has overlooked some essential tasks and
done a poor job on others. Your staff is also disappointed and has emailed or spoken
to you about problems with POC. Write the following:

a. a memo or email to your boss, the vice president, about POC’s shoddy
work
b. a complaint letter to POC that the vice president has asked you to write
and to sign his name to
c. a letter to the vice president from the manager of POC, apologizing for the
problem and offering a solution
d. a letter from POC to the vice president taking issue with the complaint
made against the cleaning company and offering proof that the work was
done according to contract specifications
e. an email you send to your staff about what’s happened with POC

a) a memo or email to your boss, the vice president, about POC’s shoddy work

Dear Ngo Duc Trung,

I hope this message finds you well.

I am writing to express my concerns about the cleaning services provided by Professional

Office Cleaners (POC). Over the past few weeks, my team and I have noticed a decline in
the quality of their work. Essential tasks are being overlooked, and others are poorly
executed.

Some of the issues include unemptied trash bins, uncleaned restrooms, dusty
workstations, and stained carpeting. Several team members have expressed their
dissatisfaction with the state of our workspace. They have raised concerns about the
potential impact on our work environment and staff morale.

I believe it is in our best interest to address this issue promptly to maintain a clean and
healthy workspace. I kindly request your guidance on how best to proceed with this
matter.

Thank you for your attention to this matter.

Best Regards,

Le Gia Phat

Operation Manager

b) a complaint letter to POC that the vice president has asked you to write and to
sign his name to

Dear POC Management,

I am writing on behalf of Ngo Duc Trung at e-Tech, regarding the recent quality of
cleaning services provided at our premises.

We have noticed a significant decline in the quality of work over the past few weeks.
Essential tasks have been overlooked, and others have been inadequately performed. We
have found unemptied trash bins, uncleaned restrooms, dusty workstations, and stained
carpeting.

Our team's productivity and morale are significantly influenced by the cleanliness of their
work environment. We kindly request that immediate steps be taken to rectify this
situation.
We look forward to your prompt response and resolution of these issues.

Sincerely,

Le Gia Phat

c)a letter to the vice president from the manager of POC, apologizing for the
problem and offering a solution

Dear Ngo Duc Trung,

We appreciate your feedback regarding the recent cleaning services provided at e-Tech.
We sincerely apologize for the decline in service quality.

We understand the importance of a clean work environment for your team, and we regret
that we have not met your expectations. We take full responsibility for the oversights and
promise to rectify the situation promptly.

Effective immediately, we are implementing a comprehensive quality control system to

ensure that all cleaning tasks are completed thoroughly. We will also provide additional
training to our staff to ensure they are fully aware of your specific cleaning needs.

We value your business and are committed to providing the high-quality service you
expect from us.

Sincerely,

Le Gia Phat

Operation Manager

d)a letter from POC to the vice president taking issue with the complaint made
against the cleaning company and offering proof that the work was done according
to contract specifications

Dear Ngo Duc Trung,

We received your recent letter regarding your concerns about our cleaning services at e-
Tech. We take such matters very seriously.

We have conducted a thorough investigation into the matter, and according to our records
and checklists completed by our staff, all contracted tasks have been performed according
to the agreed specifications.

We acknowledge that there may be discrepancies between our records and your team's
expectations, and we are more than willing to discuss these matters further. We are
committed to providing excellent service to e-Tech and ensuring your satisfaction.

Sincerely,

Le Gia Phat

Operation Manager

e) an email you send to your staff about what’s happened with POC

Dear Ngo Duc Trung,

We received your recent letter regarding your concerns about our cleaning services at e-
Tech. We take such matters very seriously.

We have conducted a thorough investigation into the matter, and according to our records
and checklists completed by our staff, all contracted tasks have been performed according
to the agreed specifications.

We acknowledge that there may be discrepancies between our records and your team's
expectations, and we are more than willing to discuss these matters further. We are
committed to providing excellent service to e-Tech and ensuring your satisfaction.

Sincerely,

Le Gia Phat

Operation Manager
 11. Write the complaint letter that prompted the adjustment letter in Figure 6.10.

July 18, 2022

Brunelli Motors
Service Department
453 Auto Drive
Anytown, CA 786

Dear Service Manager:

I am writing regarding incorrect billing charges that were sent to me after a recent service
appointment at your dealership for my Phantom Hawk GT.

On June 15, 2022, I brought my vehicle to Brunelli Motors for covered warranty work.
The service invoice stated the technician repaired a damaged fan, replaced the radiator
hose, and installed a new shroud. However, I then received bills totaling $1,235 for these
parts and labor.

As you know, my Phantom Hawk GT is under the original factory warranty which
expires September 30, 2022. All the work performed should have been covered at no
charge to me. Unfortunately, your billing department did not verify the warranty status
and improperly sent me these invoices.

I am frustrated that your dealership expects me to pay substantial bills for work that
should have been warranted. This mistake has caused undue stress and makes me
reconsider doing business with Brunelli Motors in the future.

Please cancel these incorrect invoices immediately and ensure your staff is trained on
properly checking warranty coverage before generating repair bills. I look forward to
your prompt response rectifying this issue and restoring my confidence in your
dealership's service capabilities.
Sincerely,
Le Gia Phat
phat.lepowertrans@hcmut.edu.vn

12. Write the complaint letter that prompted the adjustment letter in Figure 6.12.

August 15, 2022

HealthAir Respiratory Systems

123 Medical Way
Houston, TX 77054

Dear Mr. Gifford,

I am writing to express my extreme dissatisfaction with the Puritan MAII ventilator we

purchased from your company for Bradley General Hospital. We have experienced
numerous performance issues that have hampered our ability to properly care for patients.

Upon delivery two months ago, we immediately encountered problems getting the high-
volume PAO2 alarm to function reliably. Our biomedical engineering team made
repeated attempts to calibrate and adjust the settings, to no avail.

This ventilator simply does not provide the high-pressure oxygen delivery capabilities
you claim in your product specifications. We require equipment that can safely provide
up to 60cm H2O pressure to acutely ill patients. Despite assurances from your sales team,
the MAII ventilator has failed to meet our clinical requirements.

We cannot utilize unreliable respiratory equipment that puts our patients at risk. I demand
a full refund of the $18,000 we paid for this inadequate device. Please advise your
process for issuing a refund or replacing the unit with a model that actually meets our
needs. I expect a satisfactory resolution within one week.

Sincerely,
Denise Southby
Director of Respiratory Care
Bradley General Hospital

13. Rewrite the following complaint letter to make it more precise, less emotional,
and more persuasive.

Dear Sir:

We recently purchased a machine from your Albany store and paid a great
deal of money for it. This machine, according to your website, is supposedly
the best model in your line and has caused us nothing but trouble each time
we use it. Really, can’t you do any better with your technology?

We expect you to stand by your products. The warranties you give with them
should make you accountable for shoddy workmanship. Let us know at once
what you intend to do about our problem. If you cannot or are unwilling to
correct the situation, we will take our business elsewhere, and then you will
be sorry.

Sincerely yours,

Dear Sir/Madam,

I am writing regarding a recent purchase from your Albany store that has failed to
perform as advertised.

On September 22, I purchased a Vacuum cleaner, which your website describes as the
premier model in your product line. However, this unit has consistently underperformed
and malfunctioned during every attempt at use.

Specifically, the machine’s Brush roller inside the vacuum head rotates to help loosen
and pick up dirt. The bearings can wear out or belt can snap.This is simply unacceptable
for a high-end product touted as your "best." The problems have rendered the unit
unusable for its intended purposes.

As this product is still under warranty, I request that your store could repair or
replacement to remedy the situation. Providing robust warranty coverage on your
premium models implies a commitment to standing behind them when defects arise.
Please advise within one week on how you plan to address this matter and deliver the
quality product I paid for. I look forward to a prompt resolution so I can finally begin
enjoying the benefits of this purchase. With some compromise, I am sure we can find an
equitable solution and restore my confidence in your brand.

Thank you for your attention on this issue. I hope we can resolve it amicably through
open communication and good faith efforts on both sides. Please don't hesitate to contact
me if any additional information would be helpful.

Regards,
Le Gia Phat

14. Write an adjustment letter saying “Yes” to the manager of The Loft, whose
letter is in Figure 6.8.

Dear Ms. Rashon,

Thank you for contacting us regarding the issues you have experienced with your
Superflex dishwasher. I sincerely apologize for the inconvenience and disruption this has
caused your restaurant.

After reviewing your letter, I completely understand your frustrations. A commercial

dishwasher failing repeatedly is unacceptable, especially given the high cost of this unit
and service attempts thus far. You are right to expect better performance and support.

Given the circumstances, I am pleased to offer a 20% discount worth $8,260 to put
towards a new Superflex dishwasher model. While I wish we could have repaired your
existing unit satisfactorily, I agree this is the fairest solution at this point.

Please let me know which new model you would like to order, and I will process the
discount immediately. Our service team in your area will also be in touch within 48 hours
to schedule removal of the faulty unit and installation of the new dishwasher.
I sincerely apologize that our product and service let you down in this instance. Moving
forward, please don't hesitate to contact me directly if you experience any other issues.
Thank you again for your business.

Sincerely,

Priscilla Dubrow
Customer Relations Department
Superflex Products

15. Write an adjustment letter saying “No” to the customer who received the
“Yes” adjustment letter in Figure 6.10.

Dear Ms. Chee-Saafir,

I appreciate you canceling the incorrect warranty bills for service on my Phantom Hawk
GT. However, I remain concerned this issue reflects larger problems at your dealership.

While software changes can cause temporary hiccups, proper training and oversight
should prevent such billing errors. The fact I was charged substantial amounts incorrectly
makes me uneasy about bringing any vehicle to your service department again.

I cannot simply overlook this incident without reasonable assurance it will not happen
again. Before considering Brunelli Motors for future business, I need to know what
concrete changes you are implementing around staff training, quality control, and
customer service protocols.

Specifically, I request details on:

Preventing future improper warranty charges

Double-checking bills before sending them to customers

Streamlining the process for fixing billing mistakes

I am willing to give your dealership another opportunity to earn my trust. However, it
will require evidence these problems are being addressed through meaningful process
improvements. I look forward to your response on how you plan to make things right.

Sincerely,
Le Gia Phat

16. Rewrite the following ineffective adjustment letter saying “Yes.” Dear Mr.
Smith:

We are extremely sorry to learn that you found the suit you purchased from
us unsatisfac- tory. The problem obviously stems from the fact that you
selected it from the rack marked “Factory Seconds.” In all honesty, we have
had a lot of problems because of this rack. I guess we should know better than
to try to feature inferior merchandise along with the name-brand clothing
that we sell. But we originally thought that our customers would

accept poorer quality merchandise if it saved them some money. That was
our mistake.

Please accept our apologies. If you will bring your “Factory Second” suit to
us, we will see what we can do about honoring your request.

Sincerely yours,

Dear Mr. Smith,

I deeply apologize that the suit you purchased from our "Factory Seconds" section did not
meet your expectations. We should have done more quality control on those items before
selling them.

We made a mistake by assuming customers would accept lower quality to save money.
Your dissatisfaction shows we were wrong. Please bring the suit back so we can make
this right.

I assure you we will happily exchange the suit for a comparable one of better quality. Or
if you prefer, we will issue a full refund immediately - no questions asked. We pride
ourselves on customer satisfaction, and I'm determined to resolve this to your liking.
Thank you for giving us the chance to correct this, Mr. Smith. I appreciate you bringing
this issue to my attention directly. We will reevaluate our "Factory Seconds" merchandise
going forward to prevent this from happening again.

Our customers' complete satisfaction is paramount. Please let me know how else we can
regain your confidence. I look forward to seeing you again soon.

Sincerely,
Le Gia Phat
Powertrans Company

Rewrite the following ineffective adjustment letter saying “No.” Dear Customer:

Our company is unwilling to give you a new toaster or to refund your

purchase price. After examining the toaster you sent to us, we found that the
fault was not ours, as you insist, but yours.

Let me explain. Our toaster is made to take a lot of punishment. But being
dropped on the floor or poked inside with a knife, as you probably did,
exceeds all decent treatment. You must be careful if you expect your
appliances to last. Your negligence in this case is so bad that the toaster could
not be repaired.

In the future, consider using your appliances according to the guidelines set
down in their warranties. That’s why they are written.

Since you are now in the market for a new toaster, let me suggest that you
purchase our new heavy-duty model, number 67342, called the Counter-
Whiz. I am taking the liberty of sending you some information about this
model. I do hope you at least go to see one at your local appliance center.

Sincerely,

Dear Valued Customer,

Thank you for contacting us regarding the issues with your toaster. I understand your
frustration, and apologize that this product did not meet your expectations.
Upon inspection of the toaster, it appears there was external damage caused by improper
handling. Our warranty guidelines state the product must be used in alignment with
intended operation, which unfortunately was not followed in this case.

While we are unable to offer a replacement or refund, we do appreciate you bringing this
matter to our attention. Your feedback provides an opportunity for us to improve our
products and better inform customers on proper use and care.

Please let me know if you have any other questions or concerns about our appliances. I'm
happy to explain our warranty terms in more detail. We hope you'll consider us again in
the future when the need arises for a new, high-quality toaster or other kitchen
appliances.

Sincerely,
Le Gia Phat
Powertrans Company

You are the manager of a computer software company, and one of your salespeople
has just sold a large order to a new customer whose business you have tried to
obtain for years. Unfortunately, the salesperson made a mistake writing out the in-
voice, undercharging the customer by $229. At that price, your company would not
break even, and so you must write a letter explaining the problem so that the
customer will not assume all future business dealings with your firm will be offered
at such “below market” rates. Decide whether you should ask for the $229 or just
“write it off” in the interest of keeping a valuable new customer.

a. Write a letter to the new customer, asking for the $229 and explaining the
problem while still projecting an image of your company as accurate,
professional, and very competitive.
b. Write a letter to the new customer, not asking for the $229 but explaining
the mistake and emphasizing that your company is both competitive and
professional.
c. Write a letter to your boss explaining why you wrote the letter in a.
d. Write a letter to your boss explaining why you wrote the letter in b.
e. Write a letter to the salesperson who made the mistake, asking him or her
to take appropriate action with regard to the new customer.
b. Dear Lucy,

Thank you for your order with Powertrans Company. We look forward to building a
strong relationship and delivering excellent products and service.

I'm writing to make you aware of a billing error on your recent invoice. Due to a mistake,
you were undercharged by $229. I apologize sincerely for this oversight.

While I considered requesting the additional $229, I believe nurturing a positive

experience with a new customer is more valuable. Please consider the lower billed
amount a welcome gift as we start working together.

Rest assured this discount does not reflect our normal pricing. We remain extremely
competitive while also committed to accuracy. This was an isolated incident that we will
learn from.

Thank you for your understanding. We are eager to meet your business needs and to
demonstrate why Powertrans Company is the premier choice in our industry. Please do
not hesitate to contact me directly with any questions or feedback.

Best regards,
Le Gia Phat
Powertrans Company

d. Dear Ngo Duc Trung,

I'm writing to explain my decision to not request the additional $229 from our new
customer. While addressing the billing error is important, I believe firmly standing
behind the original quote will pay off in the end.

By honoring the price, even at a loss, we show this customer they can trust us to act with
integrity. Their loyalty over the years will certainly make up for the minor discount now.

Nurturing new relationships is vital, even at some small cost to us. The goodwill and
positive reputation we'll gain with this customer is worth far more than $229. I'm
confident waiving the undercharge is a prudent investment in our future business
together.

Thank you for your understanding. Please let me know if you have any other questions or
feedback on this matter.

Regards,
Le Gia Phat

17. You just found out that a business that applied for credit has missed its
mortgage pay- ment. You have to refuse credit to this local firm, which has
been in business successfully for eight years. Write a refusal letter without
jeopardizing future business dealings.

Dear Ngo Duc Trung,

I hope this message finds you well. I'm writing regarding your recent credit application
with our company.

We have completed our review process, and while we value your business and recognize
your successful operation over the past eight years, we regret to inform you that we are
unable to approve your credit application at this time.

Our decision is based on a variety of factors, one of which is the recent missed mortgage
payment on your account. Please understand that this decision is in no way a reflection of
your business's standing or success.

We would like to encourage you to reapply for credit in the future when your financial
situation improves. Our team is more than willing to work with you in the coming months
to help meet your business needs and discuss potential financing options.

We truly appreciate your understanding and look forward to continuing our business
relationship. Please do not hesitate to contact us if you have any questions or require
further assistance.
Best Regards,
Le Gia Phat
Operation Manager

18. Write an appropriate collection letter to one of the following:

a. a loyal customer who has not responded to a first notice letter

b. a new business customer who placed a large order with you last
quarter and paid for it promptly but who has ignored two notices you
have already sent about an order filled this quarter
c. a customer who has just placed an order over the Internet but has not
responded so far to any of your notices for payment for previous
purchases
d. a customer who has been continually late but has always paid
eventually
e. an international customer who has sent in only partial payment

b) Collection letter to new business customer:

Dear Ngo Duc Trung,

Our records show two outstanding invoices - #456 for $2,000 and #789 for $1,500 – from
your recent orders that remain unpaid, despite two past reminders. Given your prompt
payment on previous orders, this comes as a surprise.

We value our new business relationship and want to continue meeting your needs.
However, to do so we need to have these open invoices paid immediately.

Please remit the total due amount of $3,500 no later than September 30. If you are
experiencing any hardships that make payment difficult, I would be happy to discuss
options. We just need to resolve this soon.

If we do not receive payment or hear from you by September 27, we will have no choice
but to put any future orders on hold until the balance is paid in full. Please contact me
directly with any questions or concerns. I look forward to resolving this promptly.
Regards,
Le Gia Phat
Powertrans Company

Write a memo to your boss saying that you will be out of town two days next week
and three days the following week for one of the following reasons: (a) to inspect
some land your firm is thinking of buying, (b) to investigate some claims, (c) to look
at some new office space for a branch your firm is thinking of opening in a city 500
miles away, (d) to attend a conference sponsored by a professional society, or (e) to
pay calls on customers. In your memo, be specific about dates, places, times, and
reasons.

To: Ngo Duc Trung

From: Le Gia Phat
Date: September 25
Re: Upcoming Travel to Review New Office Space

I'm writing to inform you that I will be traveling from October 11 through October 13(2
days) and October 16 through October 19 (3 days) next week and the following week.

The purpose of this trip is to visit potential office spaces our company is considering
leasing for a new branch location in Vung Tau. I have scheduled tours and meetings with
commercial real estate agents to review three promising options we have identified.

On October 11 ,I will tour Office Complex A located at Novotel at 10am. This is a newer
building with modern amenities. Later that afternoon, I'm meeting with the agent for
Office Complex B at Novotel to see their available spaces.

On October 16, I fly to Ha Noi to see Office Complex C at 33 Hoan Kiem. This location
is older but has recently been renovated. After the tour, I'll compile my notes on
pros/cons of each property to share with you and the team.
The goal is to gather enough in-person details on these three spaces to make an informed
decision on which best meets our needs in expanding to Ha Noi. I'm eager to see the
spaces firsthand and answer any outstanding questions.

Please let me know if you need any additional information on my travel plans. Thank you
for approving this important business trip to find the ideal new office location.

Regards,
Le Gia Phat

21. Write a memo to two or three of your co-workers on the same subject you
chose for Exercise 21.

To: Lucy, Kaylee

From: Le Gia Phat
Date: September 25

Subject: Scouting New Office Locations

Team,

As we look to expand with a new branch office in Nha Trang, I would like your help
scoping out potential office spaces for us to lease.

Next week from October 11 to October 16, I will be traveling to Da Nang to tour some
spaces we are considering. I would like you both to join me on this trip so we can
evaluate options together.

Lucy, please book travel to arrive on October 10 and depart on October 11. We will start
by seeing Office Complex A located at 15 Nguyen Trai which seems to meet our square
footage needs.

Kaylee, meet us in Da Nang on October 11 through October 13 so you can join for tours
of Office Complex B and C. It's important to get your take on which spaces best fit our
requirements.
My goal is for us to see these locations in person so we can collaborate on choosing the
right space. We'll meet with leasing agents, walk the buildings, and discuss pros and
cons. Please come prepared with questions and your opinions on what's most important in
our new office.

If you have any questions about scheduling or planning feel free to reach out. Thank you
both for lending your insights as we take this exciting step to grow our company into a
new market!

Regards,
Le Gia Phat

22. Send a memo to your public relations department informing it that you are
completing a degree or work for a certificate. Indicate how the information
could be useful for your firm’s publicity campaign.

To: Public Relations Department

From: Le Gia Phat
Date: September 25
Subject: Completing Social Media Marketing Certificate

I'm excited to share I will soon complete a Social Media Marketing certificate program
through BK College. This intensive 3-month course has equipped me with cutting-edge
skills in social strategy, content creation, analytics, and influencer marketing.

With social media playing a vital role in our communications and marketing efforts, this
certification makes me an even greater asset to our team. It demonstrates our company’s
commitment to developing talent and staying ahead in an essential digital landscape.

Some ideas on how we could showcase this achievement:

Announcement in our newsletter about the certification and how it enhances our social
media expertise.

Blog post detailing my experience in the program and top skills gained.
Social media spotlights on my graduation and new abilities to better connect with our
audiences.

Quote in the upcoming press release about expanding our digital marketing capabilities.

Please let me know if you need any other information on the program. I'm happy to
discuss ways we can leverage this to highlight our investment in specialized training and
progress in mastering social media outreach.

Regards,
Le Gia Phat

23. Write a memo to the director of your school’s library asking for one of the
following. Be sure you include specific reasons for such a change.

a. extended weekend hours

b. more vending machines
c. more computers
d. more group study rooms
e. increased journal subscriptions in

b) To: Ngo Duc Trung

From: Le Gia Phat
Date: September 25
Subject: Request for Additional Library Vending Machines

I am writing to propose installing more vending machines offering food and beverage
options in the library. As a regular library visitor, I think additional vending would
greatly improve the student experience by providing accessible snacks and drinks.

Currently, only one vending machine with limited selection exists in the entire library.
However, students often spend long hours studying here without convenient access to
snacks or beverages. Breaks are important, but students don't want to lose their seats or
disturb their workflow to go search elsewhere.

Additional vending machines - ideally one on every floor - would allow quick, easy
access to snacks and drinks. More machines mean a wider variety of offerings as well.
With vending profits benefiting student programs, it's a win-win for the library and
student body.

Thank you for considering this request to install more vending machines. Additional
options for grabbing food/drinks without losing study spaces would greatly improve
student convenience and satisfaction. Please let me know if any other supporting data for
this request would be helpful.

Regards,
Le Gia Phat

25. Write a memo notifying the human resources department that there is a
mistake in an insurance claim you filed. Explain exactly what the error is,
and give precise figures.

To: Human Resources Department

From: Le Gia Phat
Date: September 25
Subject: Revision to Medical Claim #12345

I need to update you on an inaccurate charge that I listed on medical insurance Claim
#12345 filed on October 1. In my original claim, I stated that the amount billed by
Coastal Medical Group for services on October 1 was $2,800.

After reviewing Coastal Medical's invoice, it is clear that I misstated the billed amount on
the claim I submitted. The actual amount that Coastal Medical has charged for the
services is $2,200 - not the $2,800 as originally reported.

To prevent any improper payment, I want to provide the correct figures here:

Date of Service: October 1

Provider: Coastal Medical Group
Original Billed Amount I Submitted: $2,800
Accurate Billed Amount per Invoice: $2,200
Please contact me immediately if any additional information is needed to revise this
claim with the proper billed amount. Thank you for your assistance in correcting this
misreported information.

Regards,
Le Gia Phat
phat.lepowertrans@hcmut.edu.vn

26. Select some change (in policy, schedule, or personnel assignment) you
encountered in a job you held in the last two or three years and write an
appropriate memo describing that change. Write the memo from the
perspective of your former employer explaining the change to employees.

To: All Staff

From: Le Gia Phat, Regional Manager
Date: September 26

Subject: New Scheduling Policy

I'm writing to update you on a change to our scheduling policy that will take effect next
week. Starting Monday, October 1st, all staff schedules will be posted and finalized three
weeks in advance.

Previously, schedules were posted with two weeks' notice. However, to provide better
work-life balance, we will now finalize and distribute schedules 21 days prior to each
week.

Please submit any time off requests at least four weeks before the schedule's release so
managers can account for your needs in advance. Last-minute schedule change requests
will be approved only when operationally feasible.

This extended scheduling window will enable our team to better plan ahead. Please let
me know if you have any questions about this new three-week scheduling policy. Thank
you for your cooperation and flexibility as we make this positive change.
Regards,
Le Gia Phat
Regional Manager

27. You are the manager of a major art museum. Write a memo to various
department heads at your museum giving them the following information.
Use proper memo format.

To: Department Heads

From: Le Gia Phat, Museum Manager
Date: September 25
Subject: Upcoming Museum Changes

Team,

I wanted to notify you all of some exciting updates to our museum's hours, admission
fees, and offerings:

Hours:

Mon-Thurs: 8:30AM - 4:30PM

Fri-Sat: 9AM - 9PM

Closed Sundays, except open 9AM - 12PM in July & August

Fees:

Adults: $15 (previously $12)

Seniors: $7 (previously $5)

Kids under 12: $5 (previously $3)

New Features:

Local paintings by Thora Horne

West Indies sculptures

Guided group tours (6+ people)

Lounge with drinks & snacks (May-Aug)

Please share these changes with your teams and update any relevant materials by October
19. Let me know if you have any questions!

Thanks,
Le Gia Phat

28. How would the memos in Exercises 21 to 27 have to be rewritten to make them
suitable as an email message? Rewrite one of them as an email.

We should focus on these things to make the memos suitable as an email message

 Use a clear, concise subject line that summarizes the purpose

 Start with a simple greeting like "Hi [name]," or just their name
 Get right to the point in the first paragraph
 Use shorter paragraphs and sentences throughout
 Replace long blocks of text with bulleted or numbered lists
 Use formatting like bold or italics for emphasis
 Include any attachments or links needed
 Close with just your name rather than a formal sign-off
 Proofread carefully, as emails tend to be less formal
 Keep the tone conversational but still professional
 Be sure to include all key details from the memo concisely
  Avoid overusing exclamation points or emoticons
 Double-check recipient names before sending

I’ll rewrite Q26:

Hi team,

I wanted to update everyone on a change to our scheduling policy that will start next
week.

Beginning Monday, October 1st, all staff schedules will be finalized and posted three
weeks in advance instead of two. This will allow for a better work-life balance and let
you all plan further ahead.

Please submit any PTO or schedule requests at least four weeks before the schedule is
released so managers can account for your needs. Last-minute change requests will only
be approved if operationally feasible.

To summarize:

Schedules will now be finalized 21 days in advance, not 14

Submit schedule requests at least 4 weeks out

The policy begins Monday, October 1st

Let me know if you have any other questions on this new three-week scheduling policy!
Thanks for your cooperation as we make this positive change.

Best,
Le Gia Phat