Effective Email Communication: Resolving Client Issues Professionally

This assignment presents a professional email written by an IT Support Technician addressing a client's complaint regarding a recently purchased desktop. The email details the client's technical issues, the technician's investigation, and proposed solutions, including software updates and potential training. It also highlights the importance of interpersonal communication to resolve the matter, especially given the client's frustration. The technician seeks guidance from a supervisor to ensure the client's satisfaction and maintain a positive impression of the company's service. Desklib provides access to similar solved assignments and study resources for students.

Running head: E-MAIL WRITING
E-mail Writing
Name of the Student:
Name of the University:
Author note:

1E-MAIL WRITING
E-Mail Writing
From: IT Support Technician
Date: 19.05.2018
To:
CC:
Subject: resolution of client complaint
Dear Sir,
This mail is to notify that an important client of ours has bought a desktop from our
company three months ago. Everything was going well throughout these days and he has
also provided us with positive feedbacks as well. Recently, he has been undergoing some
serious problem with his device and is facing issues in trouble-shooting a recurring problem
while running his reports. I went to his place to look into the matter and have already
investigated on the problem and after assessing the things, I have identified several issues.
Firstly I observed that our client is not very much advanced in technology and he has very
least knowledge in operating software and cyber security aspects. Naturally, he has not run
any software updates in more than three months, which is why he is constantly facing such
problem while trouble-shooting. I have discovered that the version that he is using is much
older and it does not support the reports that he needs. I have already suggested him to run
the updates and restart the application so that the work could be carried on smoothly but
the client became very angry. I explained that he had never received any updates in the last
three months and thereafter he hung up.
In order carry on with his work he needs to update his device at the very first. As
client is angry now, therefore I think we must deal with him personally instead of over
phone. We need to meet up so that we could solve the issue. I guess the person is unable to
enable the update setting and therefore he is not receiving any notification in his device. As
he is an important client to our company therefore we cannot afford to make him
disappointed with our service and must assist him with everything that he needs for getting
his issue solved. I think we could also provide him with necessary training and developing
session so that he could enhance his technological skills and competencies in free of cost.
Automatically, he would not face any kind of sudden technological barrier in future like he is
facing now. This would also make him realise that we are committed to our customers for
our services and would leave a positive impression of ours in front of our clients.
Furthermore, after assessing everything if we find that there is a problem with the device
itself, then we should change the device as well.
Admittedly, I am feeling a little stuck on this problem. So far I have tried my best to
make the client understand but I am still unable to make the progress that I am hoping for.
Therefore, I would be very grateful to you if you kindly take some time on any day so that
we could sit down for some time and talk about the matter. In highest priority, I would
therefore like to request you to give a call to this client and make an interpersonal
communication to resolve the matter.

2E-MAIL WRITING
Regards,
XYZ,