Question: Task You are Katy Lam. You work for the Sunlight Mall, an upscale shopping mall selling high-end products in Causeway Bay. You have received the

Task

You are Katy Lam. You work for the Sunlight Mall, an upscale shopping mall selling high-end products in Causeway Bay. You have received the following email from your supervisor, Chris Lai.

Read the email and Katys handwritten notes (in italics) below. Add your own ideas where appropriate. Write an email in reply to Chris Lai.

Write 250-300 words in the answer book provided.

From: Chris Lai

Sent: Thursday 21 Apr 2022 08:26:00

To: Katy Lam

Subject: Complaints from customers

Dear Katy

Recently I have received some negative feedback from our customers towards our service. They thought we were not providing the help and support they needed.

I would really like to know what the problems we are having. Would you please look into the situation and let me have the details? I would also like you to come up with measures to solve the problems.

If possible, I would like to have your reply by next Monday.

Thank you very much.

Chris

. Task You are Katy Lam. You work for the Sunlight

What are the problems? Solutions Signage (permission of guide dogs) + Touch-screen digital directory Inadequate signage (e.g. no guide dog signs inconvenient for visually impaired) Poor temperature control (too cold or too stuffy) One suggestion required Unsatisfactory arrangement of free gift redemption (counter too busy & crowded) > No. of counters / Crowd control by duty officers? Short exhibition period (e.g. car roadshows)

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