Dealing+with+Complaints+Possible+Answer

To: June Lau (Accounts Department) From: James Wong (Administration Department) Date: 3 March 2009 Subject: Complaint about Sounds Systems Exhibition 2009

Hi June  I’ve just got a letter complaining about the Sounds Systems exhibition we had at the Fortune Hotel. I hope you can help me think of some solutions!  The writer, Michael Leung, talks about 3 problems:  1. Online Registration System 2. Venue Size <span style="font-family: "Arial","sans-serif";">3.<span style="font-family: "Times New Roman"; font-size-adjust: none; font-size: 7pt; font-stretch: normal; font-style: normal; font-variant: normal; font-weight: normal; line-height: normal;"> <span style="font-family: "Arial","sans-serif";">Lack of Leaflets <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">I think the first problem is because of the low capacity of our server. The second one was probably a result of the exhibition hall being too small, and the last one was down to not enough leaflets being printed. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">Do you have any advice for solutions? Maybe we can give Mr Leung free tickets for a future exhibition? <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">Hope to hear from you soon. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">Cheers <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">James

<span style="font-family: "Arial","sans-serif";">To: Anne Kong (Director) <span style="font-family: "Arial","sans-serif";">From: James Wong (Administration Department) <span style="font-family: "Arial","sans-serif";">Date: 4 March 2009 <span style="font-family: "Arial","sans-serif";">Subject: Complaint about Sounds Systems Exhibition 2009

<span style="font-family: "Arial","sans-serif";">Dear Anne <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";"> I have received a complaint concerning the Sounds Systems exhibition we organized at the Fortune Hotel. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">The problems with the online registration system appear to have been due to the capacity of the server. For future events I recommend we upgrade our hardware. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">Another problem was related to the size of the venue and potential over crowding. A possible solution would be to book a larger venue for popular events. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">The popularity of the exhibition meant that at times there was a lack of leaflets. In future we could make sure a larger quantity is printed and also limit the number each person can take. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">Perhaps in way of compensation we can offer the complainant free tickets to a future event as well as copies of the leaflets he could not take. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">I hope these suggestions are satisfactory. <span style="font-family: "Arial","sans-serif";"> <span style="font-family: "Arial","sans-serif";">JW
 * <span style="font-family: "Arial","sans-serif";">1. Online Registration System **
 * <span style="font-family: "Arial","sans-serif";">2. Venue Size **
 * <span style="font-family: "Arial","sans-serif";">3. Lack of Leaflets **

<span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Exhibition Services <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Exhibitions International <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">33 Kadoorie Avenue <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Kowloon <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">5 March 2009 <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Mr Michael Leung <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Flat 303 Lucky Mansions <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">856 Cheung Sha Wan Road <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Cheung Sha Wan <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Kowloon <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Dear Mr Leung <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">I am writing on behalf of Exhibitions International to apologise for the matters you mentioned in your letter dated 2 March 2009. We have investigated your complaints and would like to report the following facts to you. <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">First, concerning the problem of on-line registration, the difficulty was caused by a large number of on-line requests from our clients which caused serious network congestion. We have contacted our Internet Service Provider to increase the transmission speed so that the registration process could be improved in the future. <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Regarding the overcrowding problem, we under-estimated the number of participating organisations and attendees. We thought that the exhibition centre would be big enough for all of them, although unfortunately, it proved to be too small. In order to improve the quality of our service, we will make more accurate estimates and book a suitable venue. <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Finally, the shortage of leaflets was again due to the large number of attendees as well as some attendees taking more than one leaflet. However, we will strive to do better next time and print more leaflets. <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">I hope you will find the above arrangements satisfactory. As a compensation for the inconvenience you have suffered, we would like to give you two free tickets for the //TV Games Exhibition 2010// which is coming up in a few months’ time. <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Thank you for your continued support of our exhibitions. <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Yours sincerely <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> //<span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">John Wong // <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;"> <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">John Wong <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Encl.
 * <span style="font-family: "Arial","sans-serif"; font-size: 11.5pt;">Re: Sounds Systems Exhibition 2009 **

<span style="font-family: "Arial","sans-serif";">