Case study 1.

A weakness in the company’s communications was highlighted by the following

incident: a customer found a fault in up-to-date, multi-functional cell phone. The
phone became very hot after being recharged and it burned her/his hand. The
customer complained to the Customer Service Department, they sent a
replacement phone. After this incident, there were a number of similar
complaints. As a result, the phone was withdrawn from the market.
What mistakes do you think were made in the way this problem was handled?

I think the company's Customer Service Department could have looked deeper
into the matter. For example, he sent a replacement phone because he received
a complaint from a customer. However, it seems that many customers have
encountered this situation. The Customer Service Department could report this
problem to the company's technical department, so that the problem could be
investigated further. One of the mistakes may be that the first working version is
not created. If this problem is constantly observed, then it can be assumed that
this error has been made. Rather than sending a replacement phone, the
Customer Service Department could have said that it would be investigated and
the customer notified.
Case Study 2.
First, an apology letter must be written by BTS to NeoTech. As a company that
organizes business trips at a high level, it is not encouraging for a potential
customer to face such problems.
I think that organizing a face-to-face meeting can give an effective result. BTS's
manager must agree with NeoTech for a suitable time. Compensation may be
offered to the injured party at the meeting. For example, additional expenses
paid for problems during car rental may be refunded. It is possible to emphasize
that the cooperating hotel company will be changed in connection with the hotel
problem, and to convince that the new service will be at a high level. It is possible
to create a request for lost luggage and offer compensation if it is not found. You
can talk to the agency and cooperate with a new company to solve the problem in
car rental. Discounts may be offered for NeoTech's high level of service during
your next trip.

Complaint Letter
Dear Mr. Anderson
The reason I am writing to you is related to the problem with the chandelier I
ordered from the official website of the Lumemax company. There can be no
doubt about the quality of the company's products. The offered products in both
national and modern styles are eye-catching with their quality and elegance. I am
very sorry to hear that the company's delivery service disappoints us. I ordered a
product with code 44562 from the official website on 17.07.2022. To complete
the order, I was offered 3 types of delivery services: Spee Dee, Fedex, Amazon
logistics. My choice was Fedex. I have completed my order. I received a
notification that your product will be delivered to the address within 10 days. The
quality and luxury of your company is well known, but we were very disappointed
with the delivery and transportation companies you cooperated with. I received a
damaged product due to errors made during delivery. I found fractures in several
places of the product, with parts of decoration consisting of expensive stones
completely separated from the product. As a result of the neglect of the shipping
service, I did not receive the product that I liked so much as I ordered. I have
shared with you all the details about the problem. Please let me know about the
possibility of replacement with a new one as soon as possible. I would like to see
the product of which I am sure of the quality as I ordered it. Please consider.
Your Sincerely,

Formal Letters
1. Dear Mr. Stevens
Last month I ordered some H. Lowery music books from you. High quality and
fast delivery within 10 days. A week ago, I ordered 2 copies of this author's
Background Music. However, 2 copies of Music History were delivered to me. I
think you mixed up my order. I am sending this parcel back and I am asking you
to deliver the copies as per my order. At the same time, I will be glad if you
consider the return payment.
Your sincerely

2. Dear Admissions Committee!

We are very happy to recommend for admission to the College Scholars program .
Fuad is one of the most outstanding person I have met in 15 years of teaching . I
taught him an 11th grade honors physics class and advised her at the robotics
club . I'm not surprised to learn that he now ranks first among the extraordinarily
capable high school students . He has a great interest and talent for physics ,
mathematics and scientific research . His skills and passion for the subject make
him the perfect fit for this serious program. Hid latest class project was
particularly impressive : a study of frequency - dependent sound absorption . The
idea , he says , came from the fact that he didn't want to bother his parents with
many hours of guitar lessons at home . Fuad was a strong leader in the robotics
club , eager to share his knowledge with others and learn new skills.
Fuad has my best recommendation for this program .
Sincerely
3. Dear Kazim Ağayev,

I am Ruslan Aliyev , your new tenant who has signed a rental agreement for the
apartment at Neftçilər Avenue 67, on the 27th of October. I am writing to let you
know that I will not be available to move into your apartment on the scheduled
day.
Today, I received instructions from our company on the preparation of materials
that will be needed for the program to be held in Germany. Now is not the right
time for me to move to a new address. I have to spend most of my time working
on this project. Hopefully next month will be the right time for me to move into a
new apartment. Please let me know if it suits you.
Your sincerely
4. Dear Rachel Yu
I feel so bad for you, I hope you get well soon. The fact that you don't say the
exact time makes it difficult for me. As you know, the address of the house is
convenient for many people and close to the city. There are also many people
who want to rent. I suggest you to pay for the months you did not come.
Otherwise, I will rent the house to other people. I hope we will understand each
other in this matter.
Your sincerely
Berry
Job application letter
Dear Nigar Kazimova
I saw bank’s announcement on one of the sites. I am writing for the vacancy of a
corporate customer service specialist for the Bank's Central branch.
I already have 1 year of experience in the banking sector. I have acquired enough
knowledge and skills in this field. Before that, I worked in 3 banks in different
fields. I have experience as an office manager and customer guide. I worked as a
credit specialist in Access Bank, retail sales department, online sales sector. My
last place of work was in the head office of, where I worked as a specialist in the
field of business loans. I think that I have the work qualities that will be needed
for the vacancy offered by. Before this, I also participated in the trainings
organized by. Additionally, I have a high level of proficiency in MS Office
programs. I believe that I will serve both foreign and local customers at a high
level. I would be glad to have an interview with you to give you a better idea
about my experience and working potential. Thank you for your time.
Your sincerely