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Instructions Useful Expressions Key Patterns

The document outlines an email to introduce a new team member, Ms. Nguyen Van Anh, to the Customer Service Department. It includes her email address, a request for Truong Khanh to hand over customer communications, and a training request for Michael Scofield to train Van Anh on handling negative customer feedback. The email emphasizes the characteristics of the customers she will be dealing with and the importance of proper training in department procedures.

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Tien-Giang Nguyen
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8 views2 pages

Instructions Useful Expressions Key Patterns

The document outlines an email to introduce a new team member, Ms. Nguyen Van Anh, to the Customer Service Department. It includes her email address, a request for Truong Khanh to hand over customer communications, and a training request for Michael Scofield to train Van Anh on handling negative customer feedback. The email emphasizes the characteristics of the customers she will be dealing with and the importance of proper training in department procedures.

Uploaded by

Tien-Giang Nguyen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1

You are a team leader in your company Customer Service Department. Your
department has a new team member joining in the next week, Ms. Nguyen Van Anh.
You need to write an email to your department to introduce her and facilitate her
integration.

Instructions:
You need to greet the recipients. In your email, try to use some vocabulary in
‘Useful Expressions’ or ‘Key Patterns’ where you think it is appropriate.
You need to cover the following points:
1. Introduction of Van Anh to everyone
- Mention her specialization or her background (remember to mention her email
address).
- Express how glad you are to have her join the team.
2. Customer Handover (to Van Anh)
- Ask Truong Khanh that she will be taking over communication with Mr. Trương
Chí Thanh and Ms. Đỗ Mai Thy.
- Briefly describe the demands and characteristics of these customers to give her
a heads-up.
+ Mr. Thanh (like prompt response, professional, everything needs to be clear)
+ Ms. Thy (friendly, casual, but usually asks questions)
3. Training Request (to Mr. Michael Scofield)
- Ask Michael to provide Van Anh with training.
- Note that the training should focus on the department’s procedures for handling
negative customer feedback or complaints about products.
+ APAC [Attentive – Polite – Acknowledge – Clarify] (actively listen to the customer
– use respectful language – confirm you’ve heard their issue – ask questions to
fully understand)

Some suggestions on the content:


Nguyen Van Anh (she/her) – yunying@hotmail.com
Vo Truong Khanh (he/him) – vtkhanh@hotmail.com
Truong Chi Thanh (he/him) – thanhdangdilam@gmail.com
Do Mai Thy (she/her) – mytheeisme@gmail.com
Michael Scofield – mikescofield.pb@hotmail.com

Example Structure to follow:


Subject: [write something you think is suitable]
To: [write emails above] [you can use CC or BCC if you want]
Dear Team,
[Welcome Van Anh, introducing her background and specialization]
2
[Ask Truong Khanh to delegate Van Anh communication with customers]
[Ask Michael for training Van Anh]

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