見工時答cs問題

1.
a) 好有誠意地老實將原因向個客交代, 承諾會好好檢討而日後不會再有同樣事件發生, 希望動之以情
b) 可以輕描淡寫帶過, 例如 - 我地都明白遲左一日對你地的影響, 我地亦會同倉果方面了解番今次事件的詳細情況, 以加強日後運作確保不會再有閃失

2.
Dear Mr. xxx,

Thank you for your letter on xx Jan 2008 and we are regret to learn of the cause of your dissatisfaction.

Please accept our apologies for the inadequate service of our staff, (被投訴者名字). We have seriously counseled and reminded the staff concerned of the importance of telephone manner and providing professional service to prevent recurrences. Besides, we have also taken interal measures to conduct reinforced training and monitoring the performance of our staff so as to enhance our service level.

Thank you for taking the time to bring this matter to our attention. It is invaluable to us that our customers let us know when we fall short of their expectations. If you need any further assistance, please feel free to contact our customer service hotline xxxxxxxx.

Yours sincerely,




Peter Chan
Customer Service Manager
XXXXXXX Company