QUESTION (20 MARKS)

Read the case and answer all the questions that follow.

Roberto wrote the following email to Jessica Li, a customer who had requested a refund.

(1) SUBJECT: Ticket for claim #82492 is resolved; Damaged product is not the responsibility of the vendor

(2) Dear valued customer,

(3) Upon receiving your complaint and description of a damaged product, an investigation was conducted to identify the source of the problem. All products from that particular batch underwent stringent quality controls. Any damage that had occurred must have occurred during transportation by a third-party vendor or by the customer after opening the package. We regrettably cannot accept any responsibility for any damages.

(4) Please now that we value you as a customer. As a token of appreciation for your loyalty, we have included a 10 percent off coupon on your next purchase of more than $100.

(5) Feel free to reach out with any questions.

Roberto Jimenez

Customer Service Representative

1. Analyze the email above and identify the primary problem with paragraphs (1), (2), (3), (4), and (5) of the email. (10 marks)( 250 words)

ANSWER

2. Revise and rewrite the email to make it more effective. (10 marks)(150 words)

ANSWER

QUESTION 2 (20 MARKS)

(To the expert: Unfortunately, this is the last question I can post, if you can kind enough to me please Describe FOUR (4) key selling points and explain why they are relevant to the internship programme. It will be really helpful for me. thanks in advance. I will give you a thumbs up.

The questions are based on the advertisement below.

Maybank Internship Programme

The Maybank Internship Programme aims to provide opportunities to talented undergraduates to gain hands-on working experience through on-the-job attachments with the largest financial services provider in Malaysia.

During their internship, students will expand their understanding of the financial services industry. At the same time, they will develop essential soft skills such as business communication, time management and workplace etiquette, thus increasing graduate employability.

Features

• On-the-job rotations in one of Maybanks Head Office departments
• Soft skills development via development programme and coaching from our dedicated supervisors
• Experiential learning through organisational programmes such as Corporate Responsibility (CR) activities

Requirements

• Students majoring in Accounting, Finance, Management, Marketing, IT, Economics, Banking, Actuarial Science, Mathematics, HR, Psychology, Business, Law, Statistics, Investment, Risk Management, Islamic Banking, Engineering or any other related disciplines
• Able to intern for a minimum period of 8 weeks
• Obtained minimum CGPA of 3.0 out of 4.0 or equivalent in latest semester of study
• Preference will be given to those with a strong track record of extra-curricular activities and other achievements
• Potential interns should also exhibit the willingness to learn and a positive attitude

How to apply

• Your resume detailing academic and extra-curricular achievements
• A letter of referral from your University
• Exact start and end dates of your internship

Kindly submit your application to: internship@maybank.com.my or

Internship Talent & Performance Management Group Human Capital Level 15, Menara Maybank 100, Jalan Tun Perak 50050 KL

Assume you are interested to apply but before writing your resume, you need to identify your key selling points for the internship program.

a. Describe FOUR (4) key selling points and explain why they are relevant to the internship programme as shown above. (18 marks) (250 words)

ANSWER

any questions, ask me in the comment section. thank you. :)