INTERNATIONAL UNIVERSITY – VIETNAM NATIONAL UNIVERSITY

School of Business Administration

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COMPOSING A NEGATIVE MESSAGE

Submitted by: Group Gia Khanh and friends

NGUYỄN VŨ LAN CHI (BAFNIU18292)
NGUYỄN MINH HIẾU HÀ (BABAIU18047)
ĐẶNG HUỲNH ĐĂNG HUY (BABAWE18614)
NGUYỄN PHẠM GIA KHÁNH (BABAIU18077)
VÕ GIA NGHI (BABAIU18361)
NGUYỄN DIỆU NGỌC (BABAIU18346)
ÔN NGỌC NHI (BTBTIU16173)
PHẠM DIỄM PHÚC (BTARIU17036)

Assignment: No.2
Submitted to: Lecturer NGUYEN VU ANH TRAM
Date of submission: 29/03/2020
Institution: International University – Thu Duc District
International University - School of Business Business Communication

To: Mr. Smith

From: Robert A. Kenedy, Customer Service Representative
Date: 23/03/2020
Address: 35 Xuan Thuy, Thao Dien, District 2, Ho Chi Minh City
Subject: Compensation for the car’s damage

Dear Mr. Smith,

On behalf of our Customer Service team, we would like to express our gratitude towards your
choice using our service and being our valued customers. It is always our pleasure serving you
and we truly hope you are satisfied with our services.

With reference to a report from our driver on March 20, we would like to let you know that we
are genuinely sorry hearing your unfortunate intoxication and regurgitation the day before.
Although we understand this was an unexpected incident, it is necessary for us to protect our
employees’ rights and conditions. Therefore, it would be appropriate for the driver to get a
compensation for the damage of the car.

As we are constantly striving to provide excellent services to all passengers as well as our
drivers, we have tried our best to hopefully support both of you. Despite high costs of fixing car
furniture nowadays, a charge of only VND 600,000 will be recompensed in return for our
dedicated driver’s car restoration after reviewing our additional fee policy. In order to proceed
conveniently, we kindly recommend that direct payment via your credit card is highly suggested
since we are encouraged to obey social distancing due to COVID-19 pandemic. However, we
would like to consult your opinion on this solution before initiating the procedure.

It is with great regret that we must take this step. We genuinely appreciate your comprehension
in this regard. Your satisfaction is our top priority. To share with your unwilling circumstance,
we are offering a 20 percent off voucher for your next 5 trips with IUber as you have been being
one of our company’s premium customer. We hope to bring you the best ride-hailing experience
as your traveling companion.
International University - School of Business Business Communication

We would like to apologize for any inconvenience caused. Should you have any further question
regarding this matter, please do not hesitate to contact our customer service department at +(84)
987 654 321 or via this email.
Thank you again for your interest and we look forward to hearing from you.

Yours sincerely,
Robert A. Kenedy
Customer Service Representative