International Business Communication Izabelle Esmurzijeva
High context
Dear COO,
I am the shop manager for the Chinese Branch, and I am writing you this email in relation to the
refund policy, communication, and negative feedback we have been receiving regarding our service
that we offer to our clients. As the store manager I have investigated this and have found the cause
of these complaints.
The lack of communication and customer service mentioned in the reviews resulted from a new
employee who obviously lacked social skills and motivation while doing their job. We would like to
apologize for any problems that have occurred. We have identified the person responsible and have
reprimanded him. A solution to this could be providing workshops to the staff about giving good
customer service.
As for the refund policy and issues related to this, we believe that a revision of the policy could be a
solution to the problem.
I believe that we are all aware of what the problems are and that we can work on it together as a
team to provide the best service that we can give to our customers.
Our goal for the future will be trying to restore the company’s name and reputation along the
people and staff.
We seek to make customers' shopping experience easy and satisfying, and we hold our stores to the
highest possible standards. I regret that we failed to meet that standard here. We will resolve the
problems in a way that not only benefits the customer, but also the staff.
Please feel free to contact me if you need any further information.
Kind regards,
Izabelle Esmurzijeva
High context
Dear COO,
I am the shop manager for the Chinese Branch, and I am writing you this email in relation to the
refund policy, communication, and negative feedback we have been receiving regarding our service
that we offer to our clients. As the store manager I have investigated this and have found the cause
of these complaints.
The lack of communication and customer service mentioned in the reviews resulted from a new
employee who obviously lacked social skills and motivation while doing their job. We would like to
apologize for any problems that have occurred. We have identified the person responsible and have
reprimanded him. A solution to this could be providing workshops to the staff about giving good
customer service.
As for the refund policy and issues related to this, we believe that a revision of the policy could be a
solution to the problem.
I believe that we are all aware of what the problems are and that we can work on it together as a
team to provide the best service that we can give to our customers.
Our goal for the future will be trying to restore the company’s name and reputation along the
people and staff.
We seek to make customers' shopping experience easy and satisfying, and we hold our stores to the
highest possible standards. I regret that we failed to meet that standard here. We will resolve the
problems in a way that not only benefits the customer, but also the staff.
Please feel free to contact me if you need any further information.
Kind regards,
Izabelle Esmurzijeva
