UNIKL BUSINESS SCHOOL

EIB11003 – BUSINESS

COMMUNICATION

BUSINESS
WRITING (25%)

September 2022
Group: MR94A

STUDENTS’ NAMES & ID:

1. MUHAMMAD FARIS AZFAR BIN ZULKURNAIN

(62214122402)

2. DANISH ANSARI BIN AZLAN

(62214122385)

SITUATION : B
BUSINESS WRITING (25%)

Instructions
1. You are given TWO situations, choose either situation A or B based on your
preference.
2. You are required to write TWO letters.

Situation B

Task 1: Letter of Complaint

You are a Human Resource Manager at Croft Group. Your company recently conducted an
executive training at Damai Resort for 3 days and 2 nights. You booked for transportation from
the airport to the resort, 10 Premium twin-bed rooms, and a jungle trekking activity with an
instructor. But, the resort was late to fetch you at the airport on the day of your arrival and, was
able to provide only 5 Premium twin-bed rooms and 5 Deluxe queen-bed rooms. The resort
was also unable to secure an instructor for your outdoor activity which had caused you to
organize a new activity at a last minute.

Write an official letter of complaint to the resort management about the above incident.
Elaborate on the above points. State clearly what do you expect from the resort to resolve the
issues highlighted.

Task 2: Letter of Adjustment

As the Chief of Operation at Damai Resort, you received the above letter of complaint from a
customer. After investigating the complaint, you reply to the customer on behalf of the
company.

Write a letter of adjustment to the customer to explain clearly about each of the issue
highlighted in his/her letter. Inform the customer about the immediate actions that will be taken
to resolve the matter so that the goodwill of your company will be restored.

-End-
Thank You
CROFT GROUP
No.21, Jalan Megah,
Taman Megah Mewah,
53000 Wangsa Maju,
W.P. Kuala Lumpur

10 October 2021

DAMAI RESORT,
Lot 934 Jalan Saujana,
Taman Desaru Pantai,
81930 Bandar Penawar,
Johor Darul Takzim

Dear Sir/Madam

COMPLAINT ABOUT BAD CUSTOMER SERVICE IN DAMAI RESORT

I am En Danish Azlan, Human Resource Manager this company writing this letter regarding to
bring to the kind attention that we are extreamly disappointed with the poor service provided
by Damai Resort when we had visited on 5th October to 7th October for executive training.

One of our staff have made a booking for transportation from the airport to the resort and
reserved the room. But your resort picking us up late at the airport caused us to wait for a long
time. Next, the rooms we booked for 10 premium twin-bed rooms but we only got 5 premium
twin-bed rooms. The rest 5 rooms we get Deluxe queen-bed rooms. This is different from what
we ordered. I also attached my receipt booking as a proof.

Second day went we wanted to do the outdoor activities, the resort also could not find
instructors for us to do outdoor activities cause our side to organize other activity at a last time.
I and our staff was really unhappy on that day. In short, your service has completely ruined our
event training.

As this is a high class resort, with a good star rating, I consider this type of treatment to be
unacceptable. Not value for money for this kind of services. I look forward to a reply and
response from you. You can contact us directly 03-4021 2955 or reply with the letter.

Yours sincerely
Danish Azlan
Human Resource Manager
Croft Group
DAMAI RESORT,
Lot 934 Jalan Saujana 3/5A,
Taman Desaru Pantai,
81930 Bandar Penawar,
Johor Darul Takzim

17 October 2021

CROFT GROUP
No.21, Jalan Megah,
Taman Megah Mewah,
53000 Wangsa Maju,
W.P. Kuala Lumpur

Dear Sir/Madam

LETTER OF ADJUSTMENT REGARDING COMPLAINT DAMAI RESORT

I am En Faris Zulkurnain, Chief of Operation at Damai Resort. Thank you for your letter on
10th October 2022. I on behalf my company was sorry to hear that you were disappointed by
the our service for you and your staff received on that executive training. We are totally regret
that issue.

After I and my team investigate why did that happen, first of all about the transport service that
arrived late to pick up you and your staff to our resort had some problems we are facing are
that we were informed that the vehicle that should pick up your group broke down during the
journey and we have changed another vehicle to pick you up.

Second, about the Premium bed-rooms, we are so sorry to inform you that all the 5 rooms had
been some electrical issue. In that case we had to change the room from Premium twin-bed to
Deluxe queen-bed. We already plan to give another Premium room but the rooms already fully
booked. We also charge the that 5 rooms to the original price. You can see the invoice bills that
we issue.

Lastly about the outdoor activity, we apologize again because our instructor had excident last
night before the date that you and your staff visited here. Furthemore, we only have one
instructor who is experienced for the outdoor activites. We promise to fix our service from this
part.

We hope you understanding that our reason and accepted that issue. Gives us a second chance
to provide our service again to your company on any event or training for the next time. We
will give the best discount and best service.

Your Faithfully
Faris Zulkurnain
Chief of Operation
Damai Resort