Estate+by+Jesse+and+John

1. Email to colleague

To: Becky Chan (Accountants Department) From: Jan Wong (Estate Office) Date: 5 February 2010 Subject: The New Garbage Collection System Complaints

Hi Becky,

I've got a letter complaining about the new garbage collection system. I hope you can help me think of some solutio ns.

The writer, Ellen Ma, talks about 4 problems: 1. Inconvenience of the new system 2. Potential security risks 3. Lack of consultation 4. Rude and unhelpful staff

I think the the complainant is used to the old system and doesn't want to change it. So he feels that holding the key is inconvenient and risky. The third problem is partly due to her absence from our consultation. We might notice residents through e-mails. The last issue stems from our lacking of training.

I would be very happy if you could reply me ASAP.

Cheers Jan

2. Email to supervisor

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Date: 5 February, 2010 Subject: The New Garbage Collection System Complaints

Dear Mr. Chan

I have received a complaint concerning the new garbage collection system. (more introduction needed)

There was a problem with this system which appeared being due to the unwillingness of the resident (unclear what you mean). We could replace the keys by using passwords or smart cards.
 * 1. Inconvenience of the new system**

The security problem resulted from the con cerning of losing keys. I recommend that we install the CCTV system.
 * 2. Potential security risks**

This was because of the absence of the writer. We might make notice by means of e-mails to ensure all residents are informed.
 * 3. Lack of consultation**

The staff complaint might be caused by insufficient training. More training programs should be provided.
 * 4. Rude and unhelpful staff**

Perhaps in way of compensation, we can offer the complainant 5% discount of our management fees. I hope these suggestions are satisfactory.

Regards JW

3. Letter to customer

Estate Office Collier Estate Management Ltd 22 First Street Ma On Shan

5 February, 2010

Ellen Ma 4/F Richland Court Ma On Shan

Dear Ms Ellen,

__**Re: Various**__ problems (negative)

I am writing on behalf of Estate Manager, Richard Chan, to apologize for the matters you mentioned in your letter dated 3rd February 2010. We have investigated your comments and would like to explain the following improvements to you. Firstly, regarding the problem (negative) about inconvenience (negative) of our new garbage collection system, we will install smart card system or (unclear) apply password system in the future to replace the keys.

Secondly, concerning the security problem you have mentioned, we will use CCTV system and enhance our patrolling in the future to lower the security risk.

Thirdly, we have all ready made consultation before installing the new garbage system. Maybe you did not come to our consultation. However, we will make consultation in forms of e-mail and phone calls to save your time and make more residents to know it. ('consultation' repeated three times)

Finally, the rudeness and unhelpfulness of some of our sta ffs are due to the lack of training (negative) to new employees. To solve this problem we will make more training sessions to our new sta ffs and make them to be more helpful and polite.

I hope you will fond the above arrangements satisfactory. As a compensation for the inconvenience you were caused, we would like to offer you 5% discount on next years' management fees.

Thank you for your support for our work.

Yours sincerely Jan Wong