A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited

A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited

THUONG MAI UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER TOPIC: A STUDY ON HOW TO IMPROVE CUSTOMER-COMPLAINT RESPONSE WRITING SKILLS FOR STAFF AT JET DELIVERY LOGISTICS VIETNAM COMPANY LIMITED Supervisor : Nguyen Thi Bich Ngoc, M.A HANOI, 2021 HÀ NỘI - 2015 ABSTRACT In 20 years of renovation, Vietnam's economic structure has shifted toward industrialization and modernization, having a positive influence on the development of related economic sectors and create jobs for employees in different regions and areas throughout country For many years, Vietnamese people have been engrossed in labor, including intellectual labor or manual labor, to develop the country Not only working in the country, many people also choose to live and work abroad The deeper and comprehensive integration of the country's economy into the global economy has brought Vietnam tremendous opportunities Over hundreds of years of development and integration, English has become a popular language and it is internationally recognized, used as a common language Currently, if graduates want to have a well-paid job, they have to learn English This is an important factor in Viet Nam In order to complete the graduation paper, the author had a chance to intern in JDL Vietnam Limited Company, where the author found the current situation of using business correspondence as well as errors of employees Therefore, the author decided to choose the study “A study on how to improve customer-complaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited” Based on the results from the study, the author would like to analyze problems, reasons and give some recommendations, suggestions, and work outright solutions to deal with the difficulties in customer-complaint response writing skills The author hopes that students will have awareness of the customer-complaint response writing skills and find new ways to overcome all the difficulties faced during intern as well as work at the company in the future ACKNOWLEDGEMENTS First and foremost, I would like to express my sincere thanks to my supervisor – Mrs Nguyen Thi Bich Ngoc - one of the enthusiastic lecturers for the valuable guidance and encouragement Mrs Ngoc, along with her sharing and feedbacks, has been my inspiration as well as motivation to overcome all the obstacles and difficulties during the process Without any help of her, I can hardly finish this graduation thesis Secondly, I would like to express my gratitude and appreciation to the teachers of English Faculty at Thuongmai University, who have imparted golden knowledge to me From these supports, I can improve my English skills and have good background to achieve my dreams, finish my graduation paper successfully Moreover, I owe sincere and earnest thankfulness to all the employees in Sale Department at JDL Vietnam Co., Ltd who helped me with valuable information by completing interview questions and email Last but not least, millions of thanks go to my beloved family whose financial support and spiritual encouragement contribute a significant part to the completion of the research In short, I really thank to all people helping me to finish this graduation thesis Hanoi, April 16th, 2021 Student Le Thi Thuong TABLE OF CONTENTS ABSTRACT i ACKNOWLEDGEMENTS ii TABLE OF CONTENTS .iii LISTOF ABBREVIATIONS v LIST OF TABLES AND CHARTSe vi CHAPTER I: OVERVIEW OF THE STUDY .1 1.1 Rationale 1.2 Previous studies 1.3 Aims of the study 1.4 Research subjects 1.5 Scope of the study .4 1.6 Research methodology 1.7 Organization of the study CHAPTER II: LITERATURE REVIEW 2.1 Business corespondence 2.1.1 Definition of BC 2.1.2 The purposes of BC 2.1.3 Parts of the formal business correspondence 2.2 Complaint letter 11 2.2.1 The definition of complaint letters 11 2.2.2 Some types of complaint letters .11 2.2.3 Replying to letters of complaints 12 2.2.4.Points to be kept in mind while writing reply letters to complaints .13 2.3 Error 14 2.3.1 Errors in the Use of Punctuation 14 2.3.2 Grammatical errors .15 2.3.2 Lexical errors .16 2.3.3 Collocation errors 16 2.3.4 Other Errors 16 2.4 Essential techniques in writing English reply customer-complaint 17 CHAPTER 3: RESEARCH FINDINGS 18 3.1 Research methods 18 3.1.1 Participants 18 3.1.2 Research instruments 18 3.1.3 Data collection process 19 3.2 Findings 19 3.2.1 Errors in the Use of Punctuation 19 3.2.2 Sentence Structure Errors 21 3.2.3 Preposition Errors 24 3.2.4 Conjunction Errors .26 3.2.5 Verb – form Errors .28 3.2.6 Other Errors 29 3.3 Summary 30 3.4 Suggested solutions given by staff in JDL Vietnam Co., Ltd 31 3.4.1 Apply more policies to motivate improve skill writing reply English correspond business .31 3.4.2 Hire English - major or English certificate owner employees 32 3.4.3 Professional training courses .32 CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS 33 4.1 Limitations of the study 33 4.2 Recommendations and suggestions for staff 33 4.1.1 Suggestion on improving vocabulary 33 4.1.2 Suggestion on improving grammar structures .34 4.1.3 Suggestion on improving writing skill 35 4.3 Suggestions for the company 35 4.4 Suggestions for further studies 36 CONCLUSION 37 REFERENCES 38 APPENDIX 39 LISTOF ABBREVIATIONS No Abbreviations English name Vietnamese name JDL Vietnam JDL Vietnam Limited Công ty TNHH JDL Việt Nam Co., Ltd Company BC Business corespondence Thư Tín Thương Mại LIST OF TABLES AND CHARTS Table 2.1 Complementary close in business correspondence .9 Table 2.2 Format of a business letter .10 Table 3.1: Punctuation errors in collected customer complaint response letter 19 Table 3.2: Sentence structure errors in collected customer complaint response letter 21 Table 3.3: Preposition errors in collected customer complaint response letter 25 Table 3.4: Conjunction errors in collected customer complaint response letter 27 Table 3.5: Verb - form errors in collected customer complaint response letter 28 Table 3.6: Other errors in collected customer complaint response letter 30 Chart 3.7 The percentage of common errors in customer complaint response letter .31 CHAPTER I: OVERVIEW OF THE STUDY 1.1 Rationale As the trend of integration is growing, human relations as well as work cooperation are not only confined within Vietnam but also to the international environment English, one of the international languages, has been acting as a means of communication between countries, between cultures, between companies, international organizations and between communities It can be said that, in the current globalization trend, English has become a prerequisite for each country to integrate into the world In Vietnam, English plays an important role in all fields such as science, technology, aviation, international sport, diplomacy and so on English is used in a majority of countries in the world as it is one of the most important languages for international communication such as many schools, colleges, universities, and companies Being an international company, JDL Vietnam Co., Ltd requires a high level of English especially speaking and writing skills In addition, employees are taught basic writing and communication skills in their training Of the skills, many employees consider writing the most difficult because it requires not only specialized knowledge but also professional use of grammar and lexis to write business correspondences as well as custom procedures To deal with customer, good writing skills of business correspondence is very important, which contribute to the development of JDL Vietnam Co., Ltd Improving customer-complaint response writing skills will be the second opportunity for individuals and businesses to regain sympathy for scoring points in the eyes of customers as well as alleviating the stress of customer with enterprise In spite of the importance, it has not really been taken care of and has not really given priority to improve skills of writing business correspondence Whenever customers take order or respond to product, the employees must reply immediately However, most of them have average expertise and only a few of them have both professional and language skill to work well Therefore, this is an urgent matter that needs to be solved to overcome difficulties as well as improve writing skill to write business correspondence more effectively Therefore, I choose the topic: “A study on how to improve customercomplaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited.” to research The aim of this paper is to focus on writing reply to complaint letter and the research object is employees in Sales Department at JDL Vietnam Co., Ltd The study is feasible and useful for employees in this department I hope that through the study will be a useful reference to help improve writing skills for not only all employees at the company but also all students who interested in the job related to commercial documents 1.2 Previous studies In the world, there are many business correspondence documents as well as many studies related to business correspondence I have consulted it and selected some good ideas from the following studies: In 2014, Shafa Firda Nila (Management and Accounting, Indonesia) implemented the study “Problems in writing English business letter: Errors and Factors” In this study, “the data were collected from the English business letter written by third semester of Bina Bangsa Economics students majoring in Management and Accounting The students were asked to respond a complaint letter from a customer of the given situation The error category is based on Ferris and Hedgcock model (2005) The researcher identified the problems of error found in the letters and explained the factors that caused the problems to draw the conclusion” A study by Jerraselan Gnanaselan (English Teaching Unit, University of Jaffna, Sri Lanka) stated that using a native language in business communication limited the opportunities and investments throughout countries and abroad He also marked “making great business correspondence is a must in international trading period” Another study by Aliya Aimoldina, SholpanZharkynbekova and DamiraAkynova (Philology Department, L.N Guimilyov Eurasian National University, Kazakhstan) on BC, which examined Pragmatic Failures, is also fairly interesting to discuss here In this study, the trio identified a number of reasons for pragmatic failures in communication through BC, ‘a mixture of different genres in one business text with a combination of several communicative purposes, a lack of language skill of the authors of business letters in English, etc” In addition to the research of famous scholars over the world, in Vietnam, there were also many studies related to this issue “An analysis of some techniques to improve writing English business letters” by Vu Thi Huong Giang (2010 Foreign Language Department of Hai Phong Private University) The study aimed to give theoretical background of definition, importance, purpose, business letter format and some types of business letter Besides, it found out some common mistakes in writing an English business letter Then the author conducted an analysis of the results and suggested some techniques in order to have good will in writing English business letter In general, in my opinion, the mentioned studies could help people have a full understanding of business correspondence and point out the way to write these kinds of letters more effectively I also hope that my study can allow employees, especially employees at JDL Vietnam Co., Ltd to realize their popular errors in writing reply letters to complaints and, therefore, they can find out the most suitable solutions to improve their skill 1.3 Aims of the study The study aims at finding the errors of the staff at JDL Vietnam Co., Ltd in writing English reply correspondence Moreover, the study tries to find solutions to this issue in order to limit the faults and tries to determine some ways that would improve this essential skill This study aims to answer the following research questions:  1: What are the errors in using English writing skills such as emails, letters of employees at JDL Vietnam Co., Ltd?  2: What are the solutions to improve customer complaint response writing skills for staff at JDL Vietnam Co., Ltd? 1.4 Research subjects The subject of the study is customer-complaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited Accompanying study subject “…that goods that we have sent to you have some problem” In the above sentence, it indicates that there is more than one problem as there is a quantifier “some” which indicates plural form Therefore, the noun “problem” should add “s” Besides, it also has a verb error The verb error occurs when the writers use the verbs inappropriately in their emails This happens when they deal with the tenses, the subject, and the preposition Another example: “Replying to an email complaining that Ms Rajah send on 22 September 2020” The writer made an error when using the wrong of the verb “send” This sentence should be written in the form of simple past tense Therefore, the verb should be in the past form (V2) “sent” Besides, this sentence has the article error The article should be a definite article “the” as it refers to a particular email Some examples are the misuse of an article before the name of a person “I am sorry to the Rajah for responding late” “Rajah” is the name of a customer who sent a complaint email in this context of the situation We should not use "the" in front of name people Findings indicated that writers tended to make frequent errors in verb use as well as a definite article and countable/noncountable nouns 3.2.6 Other Errors Apart from the mentioned problems, there are some other errors such as capital letter use, spelling, and overuse of abbreviations We can see them clearly in the following table: 29 Problems Frequency of occurrence Error percentage (%) (times) Capital letter 1.3 Spelling 8.2 Overuse of abbreviations 5.4 Total 11 15.0 Table 3.6: Other errors in collected customer complaint response letter (Source: 50 collected customer complaint response letter from staff in the Sale Department at JDL Vietnam Co., Ltd)) Spelling errors have also been found in these emails They account for 8.2% of the total errors This reflects the truth that the writers are careless in typing or they don’t check the correct spelling in the dictionary They may be lazy to check the whole email before sending it Some errors are found in collected business emails “Dear giakisa” “We apologizze that your recent shipment for the damaged goods ” “ There is no cost to you since this was an eror on our part.….” “Whille compliments are always appreciated” Last but not least is the overuse of abbreviations To make the emails short, the writer uses a lot of abbreviations Although the abbreviations are good and useful, they sometimes make email readers confused For example “TQ" (Thank you); “BR” (Best regards), ASAP (as soon as possible), FYI (for your information) These phenomenons suggest that these writers not pay attention to their writing and not check their writing after finishing it In fact, when the readers see a lot of spelling errors, a lot of abbreviations, they think that these emails are not professional and sloppy Such errors can leave a bad impression on the readers 3.3 Summary In this chapter, the author mentioned the subject and the methodology especially showed the analysis result of the fifty business emails written in English by Vietnamese people working in different foreign companies The methodology is a survey based on those business emails into categories, their results have been analyzed From the above results, the author will draw a chart showing the percentage of common errors in English business emails that Vietnamese people working in foreign companies often make 30 15.05% 21.97% 12.34% 6.82% 30.19% Punctuation Errors Sentence Structure Errors Preposition Errors Conjunction Errors Verb-form Errors Other Errors 13.64% Chart 3.7 The percentage of common errors in customer complaint response letter (Source: 50 collected customer complaint response letter from staff in the Sale Department at JDL Vietnam Co., Ltd)) The result of the analysis shows that there are 22% Punctuation Errors, 30% Sentence Structure Errors, 14% Preposition Errors, 7% Conjunction Errors, 12% Verb-form Errors, and 15% Other Errors Sentence Structure Errors are the most errors found, followed by Punctuation Errors, Other Errors, Preposition Errors Verbform Errors, and Conjunction Errors 3.4 Suggested solutions given by staff in JDL Vietnam Co., Ltd Through find out the errors, the author have some suggested solutions for staff in JDL Vietnam Co., Ltd that the author has drawn after analyzing the errors on each letter 3.4.1 Apply more policies to motivate improve skill writing reply English correspond business First of all, the company should apply more policies to motivate learning English by offering higher salaries to all officers and staff so that it is easier for them to participate in the activities Not only that, the company leadership also arrange to let employees take part in conferences on sharing learning English experience held by domestic and foreign organization 3.4.2 Hire English - major or English certificate owner employees 31 This was a solution given by a small amount of employees Hiring Englishmajor employees or person that have English certificate could be a great idea to reduce English mistakes and improve efficiency They have in-depth knowledge in English language Furthermore, their English skills such as listening, reading, speaking, writing are better than anyone that didn’t have certificate Researcher see that is the greatest solutions are given because it saves cost and has efficiency immediately 3.4.3 Professional training courses A major numbers of employees thought the company should open professional training courses with in-depth tutorials Besides, extracurricular activities or shortterm English courses, especially business English should be organized to enhance the employees’ English level This will be a really good solution that brought instant effectiveness Through the courses the employees could have better writing skill to improve their works more effectively 32 CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS In chapter III, I conducted collecting and studying fifty customer complaint response letter written by staff in JDL Vietnam Co., Ltd I have analyzed and pointed out the common errors in writing English business emails Seeing these errors and obstacles, in the following chapter, I will propose some appropriate recommendations to improve the writing customer complaint response letter skills of staff in JDL Vietnam Co., Ltd Besides, I will give some suggestions for future research topics related to writing skills as well as for selfstudying 4.1 Limitations of the study The researcher has great efforts in choosing research methods, collecting English business emails from many resources, and analyzing data to achieve the best results However, the study still has got several shortcomings First, I just chose thirty English business emails from some companies where I and my friends interned Therefore, it would be difficult to determine whether the results are the same when there is a larger number of samples Second, I’m only collecting random emails of staff in main departments, as a result, it would be impossible to affirm that these problems were outstanding in the whole company The results of the study could not be generalized Third, due to limitations in time and reference materials, the result of the study might be less convincing and it could not cover all types of errors in English business emails written by Vietnamese people working for foreign companies Despite the above limitations, the researcher hopes that this research will contribute to the improvement of knowledge and business email writing skills for Vietnamese people working in foreign companies 4.2 Recommendations and suggestions for staff 4.1.1 Suggestion on improving vocabulary It is undeniable that reading is the best effective way to enlarge vocabulary When reading, they can see lot of words being used in certain context and it is the factor that makes much more effective than learn-by-heart the new word lists If the 33 staffs are not able to infer the word’s meaning during their reading process, it is a good chance to guess its meaning just by understanding the overall text When they are familiar with this habit, they will raise their level up by reading more difficult one in a variety of topics Therefore, they should try to use their newly learned words in as many ways as possible At the department, they can take full advantages of helpful tool such as internet, sticky notes, etc to learn new words easily By that way, whenever the employees work with their computer, they can see these words frequently and thus memorize them By that constantly practicing, hopefully that they will make their collection of vocabulary richer and richer, and it is one of the shortest ways to avoid misused words in writing Moreover, the writer also should make up as many associations and connections as possible When finding a new word, they should relate this word to the words already known Connecting the new word with its family words can help them easily remember and enlarge their vocabulary For example, the word “gargantuan” (very large) has a similar meaning to the words “gigantic, huge, or large”, so we can use: “small, medium, large, very large, and gargantuan” By that way, we will have a plentiful source of vocabulary to deal with new word’s problems in writing English Instead of learning on paper, it is possible to get new word by taking vocabulary test or playing with words online, for example, www.oxfordonlineenglish.com Additionally, a series books English Vocabulary in Use – Elementary (Michael McCarthy, Felicity O’Dell), English Vocabulary in Use - Pre-intermediate & Intermediate (Lynda Edwards with Stuart Redman) and English Vocabulary in Use – Upper – intermediate and advanced (Michael McCarthy, Felicity O’Dell) could be a good reference material 4.1.2 Suggestion on improving grammar structures As the previous chapter, grammar is the basic elements of language Using a wrong grammar can lead to regrettable misunderstandings, so we need to be careful in using grammar structures To be better at English grammar, we must practice doing grammar exercises regularly It is necessary to take part in English course for grammar lessons 34 They also practice themselves by doing online exercises just by some simple clicks There are a number of websites, which offer exercises on a wide range of topics Some common and useful web pages to learn English grammar are http://webster.commnet.edu and http://www.tienganhonline.net/grammar.htm, which provide useful grammar exercises with available answer key to help learners be familiar with grammar structure forms Alternatively, learners can access the webpage http://lopngoaingu.com or http://www.tienganh123.com, which are very common to learner at every levels of English I also would like to suggest them some reliable grammar books that offer answer keys and clear explanations for each grammar point “English Grammar in Use” (Raymond Murphy – Available in Vietnamese), “Oxford Practice Grammar with Answers” (Norman Coe, Mark Harrison, Ken Paterson) and the series book consist of Grammar Practice for Elementary Students, for Pre-intermediate Students, for Intermediate Students, and Grammar Practice for Upper Intermediate Students (Elaine walker , Steve Elsworth) can be considered as helpful tools for those who want to improve their grammar quickly and effectively 4.1.3 Suggestion on improving writing skill Here are other tips for better business writing: - Use the active voice instead of the passive voice to sound more assertive and powerful For example, not “The report was submitted by the team lead to the CEO,” but “The team lead submitted the reports to the CEO.” - For the tone, the Purdue University emphasizes the need to be confident, sincere and courteous Its example suggests that instead of saying “You must agree that I am qualified for the position,” write “My qualifications in the areas of accounting and customer service meet your job requirements.” - The Purdue University also explains how to apply parallelism in professional writing For example, if a series of items starts with a verb, the rest of the lines should start with a verb as well: “duties: analyze data; call clients; write reports” 4.3 Suggestions for the company Not only the employees need to try but the company leaders need to take action to build a professional and high-qualified staff Firstly, the company should have a long-term strategy to develop the qualifications of the employees The 35 company should regularly organize English training courses, English conferences for all employees in the company, especially for Incom staff It is necessary to organize cyclical competency tests so that employees are always conscious of selftraining In addition, the company can work with English centers to organize English courses for the staff, reduce tuition for them if possible, which helps them take initiative in studying Secondly, to make sure the quality of employees, the company needs to be paid attention right from the recruitment process Recruitment criteria of the company should be changed The employers need to set the requirement of intermediate English level upwards, they can also require candidates to take an English proficiency test right at the interview Lastly, it is important to reward good employees The company need to give encouragement to those who have good achievements in writing business correspondence with foreign customers, which will promote their working morale Penalties for employees who make mistakes are necessary as well This will be a deterrent to their neglect in working 4.4 Suggestions for further studies As the scope and duration of research are limited, so the topic is not yet able to fully exploit all aspects of the problem So, here are some research proposals for future topics to dig deeper into this issue and the reader will have more insight into reply to complain letters In the future, there will be topics be able to enrich the subject such as: difficulties in writing business correspondence, communication, etc Beside the techniques that the employees can use and common grammatical and lexical errors of the employees, there are still a lot of other aspects such as how to improve communication skill, using grammar and lexis effectively in paragraph writing and essay writing, etc These issues are suggested for further studies 36 CONCLUSION The importance of English is undeniable in modern society The fact is those who are good at English certainly have more opportunities to develop in their career than those with poor English Therefore, people should pay more attention to this international language, especially to customer complaint response writing skills In customer complaint response letter, good writing ability is considered a pivotal element that supports a company in many different areas Thus, improving customer complaint response writing skills is an essential thing for everyone However, for most Vietnamese people working in foreign companies, mastering this skill is not easy This research was conducted successfully with the cooperation of staff in JDL Vietnam Co., Ltd The purpose of this study is to find out errors of English business emails made by staff in Sale Department JDL Vietnam Co., Ltd, thereby giving some recommendations to handle those problems and improve the skill All of these issues can be caused by staffs themselves for lacking knowledge, lacking carefulness, limiting vocabulary, or many are affected by outer factors such as large differences in culture and language, difficulty in economic terms, the pressure of huge workloads Thus, to overcome these problems, it is essential to have selfawareness, employees should develop an appropriate strategy, self-training harder, consolidate relevant knowledge It is the best way to improve knowledge as well as gain more experiences Also, the company should focus on fostering, encouraging employees, opening more training programs to enhance writing skills for employees Due to the limitation of knowledge, experience, and reference materials, the researcher could not cover all of the issues in writing business emails Also, this research could not generalize all of the Vietnamese people working in different foreign companies since the restriction of time and scope as well So, this graduation paper could have inevitable shortcomings Hopefully, this small thesis will be useful for Vietnamese people working in different foreign companies, helping them get the right way of writing skills business email Also, the researcher hopes that this is a useful document for those who are interested in writing skills in general and customer complaint response writing skills 37 REFERENCES I Books Aimoldina, Aliya; Zharkynbekova, Sholpan and Akynova, Damira (2013) Business correspondence.Philology Department, L.N Guimilyov Eurasian National University, Kazakhstan 3.Bernie Ewell (2000) The importance of business correspondence 4: Ashley, A (2007), Oxford handbook of Commercial Correspondence, Oxford University Press, ISBN: 0-19-457213-7, Gnanaselan, Jerraselan (2013) Languages in business communication University of Jaffna, Sri Lanka Olasehinde (2002) Analyzing Linguistic Errors in Writing an English Letter Richard, Platt (1992) Language definitions Ur, Penny (1996) Learning foreign languages Nguyen Trong Dan, 2010 The Language of business Correspondence in English, Labour Publishing House 10: Byrne (1988: 16) English Writing Problems Diagnosis and Remedy 11: Scott McLean (2010), Business Communication for Success, published by Flat World Knowledge 12: L.V Nyzhnikova (2011), BUSINESS CORRESPONDENCE AND OFFICE WORK IN ENGLISH 38 APPENDIX There are some customer complaint response letters written by staff in the Sale Department at JDL Vietnam Co., Ltd, I collected from companies where I and my friends interned during one month before PT Binama Sejahtera 22 Jln Bumi Raya, Semarang 2002 Jawa Tengah Tel/Fax (022) 551 7214 Feb 2021 Mr Renal Purchasing Officer CV Indah Permata 75 Jln Muara Karang, Jaya Pura 22001 Irian Jaya Dear Mr Renal Order No 1418/L Thank you for your letter of Friday, November 2016 It has given us the opportunity to put know the most unfortunate damage We apologizze that your recent shipment for the damaged goods delivered to your order No 34P of supplies was defective that goods that we have sent to you have some problem Now, No sooner the product had been reached the station than the train left We will replace your entire order and have it shipped the within 14 days There is no cost to you since this was an eror on our part Look forward to continuing serving and hope that will continue ordering products If there is anything else that we can to reduce your inconvenience, please feel free to contact us No sooner the product had been reached the station than the train left Yours sincerely, Dina Dwi Santia Distributions Manager Encl: Order Form No 1418/L19th May 2001 J 39 DL Co., Ltd 110 Me Tri 19th Jan 2021 New Delhi, TO: Mr.Rajah, Roll no: 3451-AS, 16 NAYA Bazaars, Sri Niger Colony, Lucknow-18 India Dear Rajah Replying to an email complaining that Ms Rajah send on 22 September 2020 I have instructed my staff to get the order But I didn't send a tracking number now My job is quite busy I have to a month-end sales summary I did not have much time My job is quite busy I will send this tracking number tomorrow Neither you answered the email nor you contacted us Receiving detailed information and preparing I reexamined by a group at the warehouse We shall soon communicate the results to you ASAP I am sorry to the Rajah for responding late Yours Sincerely, SHIV CHANDRA MATHUR JDL Co., Ltd 110 Me Tri April 2020 Dear giakisa 40 41 JDL Co., Ltd 110 Me Tri May 20 — Helen Stuart Chief Accountant UK Cycles Ltd Account No VS 301632 Dear Ms Stuart, Thank you for your order in 25 March We are really sorry for the delay shipment Unfaithfully, a recent fire at our Head Office has destroyed a lot of computer data which has disrupted all correspondence with suppliers and customers Therefore, we have failed to take inventory We will check your order as soon as possible Because, we are afraid that we would need more time to get back to our normal routine so could it be possible for you to allow us a further days to delivery? I cannot agree to your proposal We will not be allowed to charge more than $150 for delivery By that time, our insurance company will release the compensation so we could pay the outstanding amount in full We would be most grateful if you could allow us this extra time TK, Robert Lake 42 Dear Shidanha I’m so sorry we mixed up your order I know a mistake like this can be very upsetting, especially at this time of year I’ve double-checked your original order, and the correct items should arrive tomorrow via USPS 123456789222 If, you’d like to track the package, here’s the link you can use: https://www.ebay.com/itm/OSITO-Tens-Unit-Electronic-PulseMassager-Muscle-Stimulator-Therapy-Pain-Relief/353150018558? _trkparms=5373%3A5000006436%7C5374%3AFashion %7C5079%3A5000006436 Because the weather was bad, therefore products will be delivered later than expected I’ll follow up with you to make sure you received the correct items We have one small favor to ask Within the next days maybe return the unwanted items There should be an adhesive prepaid return label inside the box If not, just click this link, print the form, and attach it to the box You can drop the box off at any carrier location (https://tools.usps.com/go/TrackConfirmAction!input.action) Once again, Shidanha, I sincerely apologize for the inconvenience Thanks for your message! Sincerely, JDL Viet Nam company +098 000 344 nguyenthuhong.@gmail.com 43 ... choose the study ? ?A study on how to improve customer-complaint response writing skills for staff at Jet Delivery Logistics Vietnam Company Limited? ?? Based on the results from the study, the author... countries and abroad He also marked “making great business correspondence is a must in international trading period” Another study by Aliya Aimoldina, SholpanZharkynbekova and DamiraAkynova (Philology... Various forms of salutation are: + Sir/Madam: For official and formal correspondence + Dear Sir/Madam: For addressing an individual + Dear Sirs/Dear Madam: For addressing a firm or company - Body of