Amy appeared next to Olga’s desk, her face was all scrunched up appearing as though she had eaten an especially sour plum. "What am I to do? The client sent a letter today complaining about the service at our call centre."
"Did they say what was wrong?"
"Their manager, Ms. Lee, complained that we didn't ready a secretary for her. But we don't even have a clerk at the call centre. Everyone handles their own paperwork."
"Did we ever promise to supply an assistant?"
"I don't think we did?"
"Be sure. Look over the letters you wrote and received to confirm the areas covered during the meeting. Also check the signed contract. Then come see me."
An hour later, Amy returned with a pile of letters and a copy of the contract. Olga helped her extract out a few key points and then wrote a response letter based on them.
Ref: Gadgets/060607-01
Date: 6 June 2007
From: Dr. Soon Le Mah
Vice President of Sales and Supply Chain Management
Direct Line: +60-xxx-xxx (Direct)
Direct Fax: +60-xxx-xxx (Direct)
Email: Soon@here.com
To: Ms. Susie Spins
President of Procurement
Gadgets2Go Pte. Ltd., Kuching
Tel: +60-xxx-xxx
Fax: +60-xxx-xxx
Dear Ms. Spins
Re: Customer Complain dated 6 June 2007 Ref HN/060607-01
I would like to extend my apologies to you with regards to the above complain letter. I was not aware that Ms. Lee requires a secretary to assist her at the call centre. Seeing that she has extended her stay at the location, might I take the liberty to show her a list of part-time secretaries? She could choose one that meets her requirement and we will then inform you of the rate that the consultant is charging.
There was no mention of this requirement in either our confirmation letter with reference number Gadgets/030407-01 or the signed Contract #123111-A. The misunderstanding is regrettable. I hope to get a reply from you soon, so we can settle this matter as quickly as possible.
Yours truly,
.............................
Dr. Soon Le Mah
Amy tapped her finger on the printed, though yet unsigned letter. "Do you think they will be angry to receive this?"
"Someone will be. Someone usually is, but business is business. We can't afford to lend them a secretary as a sign of good faith because Dr. Soon didn't get a very good deal with them. The rates they are paying is a little lower than our other clients."
"What if they leave?"
"Then that is their choice. The fact of the matter is, we cannot afford to hire a new person for their manager. She should have brought her own secretary." Olga turned her back to Amy, who rightly guessed that the question and answer session was now over for the day.