Estate+Complaint+by+(Amanda,+Dee,+Susan)

(Have the To, From, Date and Subject)

Hi Becky I’ve just got a letter complaining about our new garbage collection system from a customer. She raised the following issues in the letter. Do you have any suggestions? I really need your help in dealing those issues. Thanks so much.
 * 1) The inconvenience and security risks in case of residents losing their keys to the refuse room.
 * 2) The absence of consultation before introducing the new system
 * 3) The rudeness and unhelpfulness of our staff

Cheers Jan

To: Richard Chan (Estate Manager) From: Jan Wong (Estate Officer) Subject: Complaint about the new garbage collection s ystem (capitals) Date: 28 Oct, 2010

Dear Richard

We have recently received a complaint letter from one resident concerning the new garbage collection system and our management services. There are four problems mentioned in the letter. 1. Inconvenience after lost key The residents find it difficult to get into the refuse room during the public holidays once they lose their keys. Maybe we can suggest the residents leave their keys with the security guard to prevent re-occurrence of the problem. (strange solution!) 2. Security risk from lost key Since the refuse room is connected with stairs leading to the building, it may pose some security issues once the keys fall to the wrong hands. Perhaps we can increase the security patrols in the back stairs to solve this problem. 3. Lack of pre-consultation We actually did consult the residence committee before we implemen ted the scheme. We, however, only received limited response. A notice board or some feedback boxes can be set up to help spread the news in future. 4. Rude and unhelpfu lness staff Some new part-time staff is (plural) being rude and unhelpful. Proper trainin gs seem to be needed to improve our service quality. I h ope you find the above suggestions helpful and please give some comments about whether the suggestions are feasible or not.

Best regards Jan Wong

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Collier Estate Management Ltd <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">22 First Street <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Ma On Shan

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">28 October 2010

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Ellen Ma <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">4/F Richland Court <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Ma On Shan

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Dear Ms Ma <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Re: Garbage Collection System

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">In response to your letter dated 3 February 2010 regarding the new garbage collection system and various other service issues, I am writing on behalf of Collier Estate Management Ltd to sincerely apologise for the inconvenience that you have been caused. (sentence gets too long) <span style="color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt; text-decoration: line-through;">and We <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;"> appreciate your making us aware of this matter. We have investigated your complaints and would like to share with you the following improvements.

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Concerning the inconvenience that may arise under the new garbage system in case of residents losing their keys, we <span style="background-color: #ff0000; color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">have planned <span style="background-color: #00ff00; color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">(tense?) <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;"> to install a password system. Besides, we will also leave the spare keys with security guards before the password system can be used.

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Regarding the security risk from lost keys, we will increase number of the security patrols and CCTVs in the back stairs.

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">The absence of <span style="background-color: #00ff00; color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">a <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;"> consultation meeting was due to the very limited time. The change of garbage collection system was conducted in an <span style="background-color: #ff0000; color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">emergency <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">. <span style="background-color: #00ff00; color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">(what??) <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;"> In addition, we did had conducted a survey early this year. However, the response was very limited. <span style="background-color: #00ff00; color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">(rejecting or accepting this part?) <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Finally, the unsatisfactory service was probably because some of our staff <span style="color: #000000; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt; text-decoration: line-through;">s <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;"> were temporary employees and therefore they were quite unfamiliar with the operation procedure. We have arranged intensive training sessions to improve their communication skills. We assure you that our customer service will be improved significantly in the future.

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">I hope you find the above arrangement satisfactory. As a token of our regret, we would like to offer you a 5% discount of management fees for next year.

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Please accept our apologies once again for the inconvenience caused. We look forward to continuing our good relationship.

<span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Yours sincerely <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Jan Wong <span style="color: black; font-family: 'Arial','sans-serif'; font-size: 10pt; line-height: 115%; margin: 0in 0in 10pt;">Estate Officer