2 reasons for complaints check in time 56 over the

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2. Reasons for complaints Check in time (56%): Over the three-month period, just over half of the complaints we received were due to the time taken to check in. Unsatisfactory service quality (28%): More than a quarter of complaints came from travellers who felt that our service quality was unsatisfactory. Lost baggage (16%): The remaining complaints resulted from baggage becoming lost. Conclusions The evidence appears to suggest that many travellers’ complaints were justified. It should be possible to significantly reduce the number of complaints we receive in the next 3-month period. Recommendations I recommend that we aim for at least a 50% reduction in complaints for the period of January– March. 52 © CPBE 2019
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Missing text: a) However, there were fewer complaints in this category in December due to the new baggage handling system. b) However, since action has already been taken to address all three causes of complaints outlined above c) In particular, we received an unusually high number of complaints in November (540) when the computer system broke down for 2 days, causing serious problems. d) I understand that an investigation into service quality control procedures has already begun and more information on this should be available soon. e) As you are aware, there are already plans to improve check in by upgrading the software next month. 3.3 Organising information in reports (1): High-frequency fixed phrases A number of phrases appear regularly in a range of report types. Match the beginnings of these high-frequency phrases with the endings. 1. The purpose of this report is …... a. above, sales are going down. 2. The report is based …... b. are as follows: 3. I have divided the report …... c. in Table 1, demand has been falling. 4. As can be seen …... d. we make these changes immediately. 5. This has led to a situation …... e. into three sections. 6. As mentioned …... f. to suggest ways to reduce costs. 7. This can probably be …… g. to contact me if you have any questions. 8. The findings appear to …… h. indicate that urgent action is needed. 9. I suggest that we…... i. the full report and let me have your comments. 10. My specific recommendations …... j. should cut costs by 15%. 11. I recommend that…. k. on the figures sent to me by different departments. 12. Please have a look at …... l. attributed to increasing price competition. 13. Please feel free …... m. where cost-cutting measures are necessary. 53 © CPBE 2019
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The order of the sentences above more or less follows the order in which they would be used. Write the phrase numbers after these section headings: Opening comments: Findings: Conclusions: Recommendations: Closing comments: Complete the following report with the phrases from the box: above as follows based on the figures can be seen divided the report identify opportunities I suggest that we investigate the possibility let me have make reductions see section 4.2 shows that purpose of this report Feasibility report on cost-cutting measures The (1) ……………………………………………….. is to suggest ways to reduce costs across the company. It is (2) ……………………………………………….. sent to me by different departments last month. I have (3)
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