FACULTY OF EDUCATION AND LANGUAGES

SEMESTER SEPTEMBER / 2011

OUMH2203

ENGLISH FOR WORKPLACE COMMUNICATION

MATRICULATION NO : 640725106482002

IDENTITY CARD NO. : 640725-10-6482

TELEPHONE NO. : 0193702239

E-MAIL : hirma@oum.edu.my

LEARNING CENTRE : BANGI LEARNING CENTRE

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To : Mr. Mohd. Aiman Irfan bin Md. Bakri, Branch Manager

From : Mr. Roslan bin Hafiz, Store Manager.

Date : 2nd November 2011

Subject : Report of Customers Complaint.

1.0 Introduction

Speed Hypermarket is one of the largest hypermarket have been known

for 15 years of operation. A wide range of daily necessities are

provided. The goods have been prepared from raw goods, dry goods,

food, clothing, office equipment, technology and so on are known as

high quality at affordable prices. The goods also received approval

from the Ministry of Domestic Trade and Consumer Affairs, Ministry

of Health and JAKIM. The management is constantly monitoring and

make the programme so that the consumers are satisfied with the

services and goods provided.

Speed Hypermarket is one of the best hypermarket that can give great

satisfaction to customers. Our services and products were prepare for

our multiracials customers. But lately we have received several

complaints according to our products by customers. The complaints

need to solve in order to remain our reputation.

Several complaints were received from customers according to our

frozen lamb. The complaints which due to the peculiar taste, abnormal

texture and the smell odour of the frozen lamb. As a store manager, I

checked the complaints and found the problems according to the

customers dissatisfaction.

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2.0 Findings

These are the summary complaints we received according to our

frozen lamb dissatisfaction during September and October.

2.1 Case 1:Changes in taste.

Name of customer: Mrs Rashidah Ismail

Date: 20th September 2011

Mrs. Rashidah Ismail, a customer who always buy the lamb at Speed

Hypermarket. He had purchased 12 kilogram of frozen lamb to hold a

feast in his house. The lamb was taken home to clean. While she open

the package of the lamb, she found that the lamb was very sticky and

produced amounts of water. Even though, she continues to wash the

lamb as ussual. She intends to make BBQ for dinner treated for guest

who came. The lamb has been marinated with various herbs and spices.

Unfortunately, when they cooked the lamb it smell bad. The taste

became bitter and awfull. So, she threw the lamb.

The next day, she came to meet our staff to ask some explanation

according to the situation. The staff said that maybe the packaging

thorned allready and Mrs Rashidah didnt realised the condition.But Mrs

Rashidah said that the packaging of the lamb is good condition but the

surface of the lamb looked weird. Mrs Rashidah wrote a letter to submit

official complaint to our company.

I called Mrs Rashidah immediately after received her letter. I listened

instantly to the customer. I havent interrupt, because I knew she need

to tell the story and feel that she has been heard. I promised to solve do

an action as soon as possible.

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2.2 Case 2:New and old lamb confused .

Name of Customer: Mr Ahmad Shah Abdul Halim

Date: 28th September 2011

Mr Ahmad Shah also our regular customer. On 9.00 am September

28, he had come to our premise to take the lamb he ordered. He is the

owner of Saujana Restaurant. He requires 30 kilograms of lamb every

day to be served to the customers in the rastaurant. On that day, some

of the customers have complained the difference taste of the dish.

Many customers cancelled the order after find out the situation. He

has suffered losses because many customers have expressed

dissatisfaction about the taste.

He has reviewed the record received on the packaging of the lamb.

Apparently, some of the lamb which was expired was mixed with the

new lamb. He was unhappy and asked our staff to do investigation. He

said if this situation still going on, he wants to make the deal with

other supplier. He gave us a few week to settle down the

dissatisfaction. He wanted our company to give the money that he pay

for the lamb.

After received the complaint letter, I tried to contact Mr Ahmad Shah

by telephoned. I can’t hear the real situation because Mr Ahmad Shah

went to Mecca for a month. However, I still find a good resolution

according to his complaint.

2.3 Case 3:Lamb mixed beef meat .

Name: Mrs Nirmala Shanmugam

Date: 24th October 2011

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Mrs. Nirmala Shanmugam and her daughter bought about 4 kilograms

of frozen lamb. She intends to provide special meal family and guest to

celebrate Deepavali. While she opened the packaging, she surprised the

lamb faucet has a very strange odours like the smell of beef. As a

Hindus, this situation should be sensitive. Families who helped in the

kitchen also think like her. She immediately returned the purchase to

our premise and asked for clarification on the matter. Our staff take the

purchase and checked the raw lamb. As a result, the meat is really not

but a beef that mixed in the lamb rack by our new worker. Our

customer service promised to take further action to the complaint. Mrs

Nirmala was advised to take other lamb to change the purchase. She

accepted the new purchase of lamb.

I called Mrs Nirmala and apologised for the incident. I wish the

sincerely that I convey to her could be accepted. I also thank Mrs

Nirmala for bringing the problem for our attention. By this complaint,

we cant resolve something we weren’t completely aware of, or may be

making faulty assumption about.

2.4 Case 4:Meat damaged caused food poisoning .

Name of customer: Mr Sufian Idrus

Date: 27th October 2011

The other complaint according to Mr Sufian Idrus who bought 2

kilograms frozen lamb for a family meal. Although his wife

complained that the lamb is quite different from the normal, his wife

still cook the lamb. While having the lunch with the lamb there was the

smell of the sorts. His children are just taking the gravy because the

taste of the lamb is weird not as usual. Mr Sufian tried to eat a morsel

of flesh, he also found a little strange. On that day, they have vomiting

and abdominal pain. The doctor said that they have food poisoning. He

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believed that these happened as a result of the change of the damaged

lamb. He called our customer service to get some explanation. Our

customer service advised Sufian to write a letter as an official

complaint, so that we will take suitable solution based of his

complaint.

The letter I accepted and contact Mr Sufian. I apologised and seek the

best solution. I promised to bring the complaint to th branch manager in

order to find the best way that can give the great satisfaction to our

customer.

2.5 Case 5:Peculiar taste for the second time .

Name: Mr Harjit Singh Sidhu

Date: 31th October 2011

This situation was complained by Mr Harjit Singh. He brought lamb

from the store for a couple times. The First time, after his wife cook the

lamb turned black and did not taste well. They consumed without any

complaints. The second time they bought frozen lamb from the store.

The staff assured that the lamb is good quality. When they cooked it,

they could not eat it because the smelled awful. Mr. Harjit Singh

contacted the hypermarket for explanation. The staff said that they are

not responsible for the lamb once it leaved the store. He asked our staff

to make sure that the lamb is still good quality before display and sell

to customers. However, Mr Harjit Singh still expressed his

dissatisfaction. He met the staff leader to ask some advise. He send an

official complaint to our staff.

As a store manager, I acted the solution with a sense of urgency. I

wished Mr. Harjit could often respond more positively to our focus on

helping the customer immediately versus than on the solution itself.

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3.0 Solution

Every business has to deal with situation in which things go wrong

from a customer point of view. However, we must response if this

happens. We could not dismissive of our customers problems even if

we convinced it is not our fault. Although, it seems contradictory, a

customer with a complaint represents a genuine opportunity for our

business.

Therefore, the complaints receive to some extent will affect the

company’s reputation. Hence, improvements must be considered

together. The management, the quality’s control and the staff should be

doing their best to take action of all complaints received. The staff,

especially those involved directly in the hypermarket needs to be more

committed. The company needs to change the old equipment is that not

suitable for use and increasing innovation of products sold.

Complaints should be handled courteously, sympathetic and swiftly.

We must make sure that our company business has an established

procedure for dealing with customer complaints. Unhappy customers

were bad news for any company and only takes one of them to shatter

a perfectly good day at work for everyone.

Unhappy customers have their reasons. Some of them didn’t feel well,

unrealistic expectations or lousy dispositions. Whatever the cause,

customers are our guest and our hope future business. They must be

happy again. Although the customer may not always right, we need to

control the customer complaint and turn them to our advantage.

All complaints have been identified. We tried to resolving customer

complaints which have proven to work well. We should not let time

lapse and make things worse. The company has to pay compensations

to consumers who suffered losses and by letter to apologize for them.

The company also promised to ensure that any negligence and mistakes

will not happen again .The excuse will be published in local

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newspapers. This will ensure the information to the public that the

company would not abandon customers that has helped develop the

company.

4.0 Recommendations

When the customer pay for the purchase , it is assumed that the product

will work correctly. Ideally, the customer will be satisfied, and there

will no complaint .If there is a problem and the customer complaint

about it, our company should quickly solve the problem. We need to

follow up and improve the company business processes to rectify the

complaints.

As a person that responsible for any products in our store, I have

prepared a few recommendations in order to solve the situation. These

recommendations need to discuss in our staff weekly meeting next

week. I hope my suggestion will help us to rebuilt the customers

attention to buy our products.

4.1 Product Recall

The unsafe lamb and other raw meat that has distributed to

customers should be withdrawn from sale to protect our customer . We

will prepare the form to complete by any customers before the

declaration of the product recall.

Products may need to be recalled if it is contaminated with harmful

micro organism, chemicals, physical such as damage texture or change

in colour. The products should be delivered to the lab before recall.

4.2 Receive the Lamb

When the delivery vehicles arrived, the lamb should be inspected by

the butcher. The butcher should inspect the vehicles to ensure that no

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unwrapped lamb is in contacted with the floor of the vehicles. After the

lamb is unloaded, the butcher will record a sample temperature of the

lamb.

If the lamb temperature at the point of received is at below the critical

limit it can be accepted and transferred to the cool room. All lamb

received shall be inspected to ensure that they are free from

contamination and marked with inspection stamps to indicate the lamb

been prepared at licensed premises by JAKIM.

4.3 Lamb Storage and Display

Packaged lamb was stored of the cool room floor. Raw lamb must be

separated by other raw meat to limit the risk of cross-contamination.

Freezer units to be checked, daily to ensure lamb is in remain frozen.

Thawed lamb should not refrozen. Any frozen lamb temperature

incident will be recorded in the corrective action section of the chillers

and display temperature recorded. Raw frozen lamb should place in

separate display.

4.4 Labelling Requirements

All package of frozen lamb shall be labelled with the standard for

construction and hygienic operation of retail lamb premises and the

food standard code. The labels should be included the animal species

from which the meat is derived, date of packaging, use by date, best

before and the weight.

4.5 Staff Training

All staff should be trained in the skills and knowledge of safe products

handling and food hygiene to enable them to perform their job safely

and competently. Each staff member must aware of their responsibility

according to this food safety programme as a condition of employment.

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The staff will be involve to train their ability in good personal hygiene,

raw meat handling procedures, cleaning, sanitation and customers

consultant. The staff should be trained to be a committed and do their

task according to the right procedure. They also could entertained the

customers to gain their loyalty to our hypermarket.

4.6 Alternative Supplier

All lamb supplies are purchased only from supplier that approval by

JAKIM and government. We need to get the other company for the

alternative supplier. We have deal with the New Zealand lamb supplier

for almost 10 years. In this case, I suggest to find the other supplier

such as from Australia to give more choice to the customers.

4.7 Change the facilities

We need to change the old facilities like the freezer that we used for 10

years. The new facilities should buy to storage more lamb in the good

condition. The other facilities are the butcher equipment, the packaging

container and the staff uniform. I the new facilities could give the new

image of our store.

5.0 Conclusion

Based on the situation, we cannot rely on policies and strategies for this

we are doing. Changes must be made immediately. Therefore, I hope

that the complaints received will be taken positively for the

development of the company to greater heights. I also really hope that

all the steps that I suggest will be considered. My hope is that all of us

can work together to improve services levels and commitment to gain

the customers maximum satisfaction.

Carefully devised policies for addressing customer complaints and

staff commitment to handling those complaints effectively are crucial.

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As with all breakthrough, strategies, perseverance, monitored

adherence and due the diligence to detail are the guidelines for success.

Our hypermarket is much more likely to gain public, confidence by

listens to the customers complaints and we moves ahead to resolve the

situation.

After handling any complaints and our company have to take note to

prevent this problem . The changes that we made in our operation could

ensure that this situation does not happen to someone else.

It will not always be possible to satisfy customers complaints or agree

to all the terms of settlement that customers want. Commons sense

would dictate what is reasonable regard to the company’s policy and

resources.The company should provide an appropriate explanation and

apology to the customers. Further action may not always be necessary

so long as our company has properly listened and understood the

complaints.

When a hypermarket sells products, part of the pricing should include

the cost of servicing a certain percentage of defective products or

complaints. The company should seek to rectify the problems upon

receiving a complaint.

Although a hypermarket not to get complaints, they often can be

blessing in disguise. Sometimes problem can be caught and fixed

before they cause serious negative feedback or even legal problems.

The customer complaints should be use by the company to initiate a

corrective action.

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Attachment ( Customers Letter)

Case 1

Mrs Rashidah Ismail Letter

2A, Jalan Permai 1,

Taman Permai,

43000 Kajang,

Selangor.

20th September 2011

The Store Manager,

Speed Hypermarket,

Jalan Jasmin 2,

43000 Kajang.

Dear Sir,

Re: Frozen Lamb Complaint

On September 28, I went to your hypermarket. I bought 12 kilograms

of lamb to hold a feast in my house.

Unfortunately, when opened the lamb package at home it produced

amount of water. I continue washed the lamb although the lamb too

soft. I marinated the lamb with various and spices, but the lamb smell

bad. I threw the lamb because the taste was bitter when I tried to eat the

lamb.

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To resolve the problem, I would your company to explain this situation.

I enclosed the purchased receipt copy for your reference.

I look forward to your reply and a resolution. Please inform as soon as

possible by phone (0133303339)

Sincerely,

Rashidah Ismail

Case 2

Mr Ahmad Shah Abdul Halim Letter

22, Jalan KP 3B,

Taman Kajang Prima,

43000 Kajang,

Selangor

29th September 2011

The Store Manager,

Speed Hypermarket,

Jalan Jasmin 2,

43000 Kajang.

Dear Sir,

Re: Frozen Lamb Complaint

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I went to your hypermarket on September 28 to buy lamb. I bought 30

kilograms lamb to serve my restaurants client.

Unfortunately, the taste of the lamb so weird. I am disappointed

because the taste is not same as ussual.My regular customers cancelled

their order when they heard the situation.

I would appreciate if your hypermarket exchange my losses. I enclosed

the copy of my receipt for your reference.

Kindly to hear the resolution from your company before seeking help

from a consumer protection agency.

Sincerely,

Ahmad Shah Abdul Halim

Case 3

Mrs Nirmala Shanmugam letter

10-2-B, Taman Bukit Kenangan,

43000 Kajang,

Selangor.

24th October 2011.

Dear Sir,

The Store Manager,

Speed Hypermarket,

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Jalan Jasmin 2,

43000 Kajang

Re: Frozen Lamb Complaint

On October 24 2011, I bought 4 kilograms lamb for Deepavali festival

at your hypermarket. I intends to cook special dishes for my family.

What a shock, when I opened the packaging of the lamb, I smell awful.

My family said that the odour of the smell like beef. I checked the

meat. The colour is different , not like lamb. I was disappointed

because as you know, I could not eat beef. So, I returned the lamb to

your store. Your staff changed the purchase and gave me the new

package of the lamb.

I hope you could give a clarification about this incident, because this

issue was sensitive.

I would like to hear any response based my complaint.

Sincerely,

Mrs. Nirmala Shanmugam

Case 4.

Mr Sufian Idrus Letter

14, Jalan Desa Mewah 3,

Taman Desa Mewah,

43500 Semenyih,

Selangor

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28th October 2011.

The Store Manager,

Speed Hypermarket,

Jalan Jasmin 2,

43000 Kajang

Dear Sir,

Re: Frozen Lamb Complaint

I bought 2 kilograms lamb at your store. I was happy to bring the lamb

home. I asked my wife to cook the lamb to serve the family.

While my wife washed the lamb, she complained the difficulties of the

washing process. This occurred because the surface too soft and the

texture was very smooth.

When we have our lunch, the lamb smell bad. My children only eat the

gravy. We were vomited and have abdominal pain after eat the lamb.

The doctor asked me to make a complaint to your store.I enclosed a

copy of my purchase receipt for your reference

I hope you could take immediate action to my complaint.

Sincerely,

Sufian Idrus.

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Case 5

Mr Harjit Singh Sidhu Letter

33, Jalan Angsana 5,

Taman Angsana,

43000 Kajang,

Selangor.

31th October 2011

The Store Manager,

Speed Hypermarket,

Jalan Jasmin 2,

43000 Kajang

Dear Sir,

Re: Frozen Lamb Complaint

I bought the lamb at your store for a couple times. The first time I

bought the lamb at 29th September . For the first time I bought, the lamb

turned black after cooked.

On October 31 I bought it for the second time. The staff said that the

lamb is in good quality.

Unfortunately, when I cooked the lamb smell so awful. I contact the

store, but the staff said that they are not responsible for the lamb once it

leaved the store.

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To resolve the problem, I enclosed the copy of the receipt i paid for the

lamb.

I looked forward to your reply and the resolution to my problems and

will wait until next week before seeking help from a consumer

protection agency. Please contact me above the address or by phone at

0387240406.

Sincerely,

Mr. Harjit Singh Sidhu.

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(2010). OUM2203 : English for workplace communication. Kuala

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www.school for champions.com

sbinfocanada.about.com/od/customerservice/

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