Arriving & Living abroad with Covid-19

Toronto - October 05, 2020.

“Our number one priority is the safety of our customers”

2016 should be our best year concerning the launch of our new smartphone “the Galaxy Note 7” which included many new interesting functions

However, some important issues concerning the battery were annihilated by this planned success in fact the initial batteries weren’t designated correctly: the main flaw was that the electrodes on the top right were susceptible to bending.

First of all, we proceeded to a reminder all of our GN7 sold, on September 12th to reversioner all of them. We outsourced with the Chinese firm “CATL” to refund them with a new little battery.

Unfortunately, this action wasn’t effective due to the precipitation, the importance of the work in a few times for the Chinese firm. They can’t effectively control the production to respect the quality process and we knew new flaws due to problems with electrodes between the positive and negative tabs. We recalled all of our GN7 on October 10th.

We have worked hard to expedite product shipments in order to comply with that exchange program and reduce any inconvenience to our customers. And wish to emphasize the importance of exchanging the product.

“Our number one priority is the safety of our customers. We ask users to turn off their Galaxy Note7s and change them as soon as possible, ”says DJ Koh, president of Mobile Communications Business at Samsung Electronics. We sincerely thank our customers for their understanding and patience. "

All our GN7 was totally reversed in a new Galaxy Note which is called Galaxy Note FE (Fan Edition) without any issues due to battery problems. We reduced the size of each battery, and this product was going to sell only in South Korea at 400.000 pieces. Nowadays, all of them were selling and anyone was declared with the flaw.

To         [listofemployees]; [email protected]; [email protected]

Object: Process to respond to our unsatisfied customers on Social Media

September 28th, 2020.

Let’s give us a second chance

With the handling customer online critics

Dear Lady Marmalade's employees,

It is important to all of us to understand that we are in a market where competition is on the rise and the growing need to get ahead is part of our daily priority for our rapidly changing customers.

Therefore, we understand that the traditional communication model that we knew before is in the past and technology is now what helps us to better connect with the public and attract it. Good use of technology to connect with our clients is key for our relationship with them and effective communication is important. For this reason, it is of the utmost importance that the department in charge of social networks “Our Marketing Department” are the only ones who have the purpose of carrying out the online conversations of the company and in this same way interact and respond with customers directly through social networks.

Handling negative comments or complaints on social media is very common since the internet is a unique public environment that has its own culture and expectations. In this way, the Marketing Department in charge must be ready to deal with these situations, knowing some tips on how to react to negative comments is important:

As a result, it was decided to follow the following process on the handling customer online critics:

Respond to each dissatisfied customer within a maximum of three days

Only the Marketing Department can respond directly to the discontent customer due to the rules of the Social Media and given that you have many daily tasks on your work, and you need to stay focused on it.

Nobody can use his/her own social media to respond to the dissatisfied customer

However, “Our co-worker engineers”, are the right people to respond due to our skills and intelligence. We need your valuable advice

The marketing department is going to post on our internal platform every bad customer experience with a number reference.

Each co-worker should provide his/her tips and best practices, either on the platform directly or by email at the Marketing department with the reference,

After receiving our valuable advice or after 2 days, The Marketing department should respond or send an email to the customers with the correct way to respond to social media (form and content).

To thank our engineers for helping our company to respond to discontented clients and provide a better rate after by clients and their experiences. Our CEO decided to reward the 3 best helping employees with a gift.

Our Marketing department remains at our disposal for any help. And You will also be able to find this email with all the necessary information about this process for one month on the homepage of our internal website.

Best Regards

For several weeks years, discriminations are occurred... particularly in North America due to colonization at the beginning. So it’s a long historical process. We should remember us that “Black People” fought their rights, to have and obtain them, in equality with “white people”, It was many years ago. 

Unfortunately for some years, we should count cases about Black People killed or fought by police in the USA in majority.. The development of medias, social medias allow their informations’ spread. So many people have these infirmations with instantaneity and do demonstration immediately to protest against this.

We can see stars, sports stars stand up for this cause. For example, Women and Men basketball players from WNBA and NBA, help this cause. They wear for all the games, in our jersey and Warm-up T-shirts different slogan to support causes like “#black live matter” “#Say her name” ...

Women basketball players support particularly the cause of Breonna Taylor and wear the slogan “#Say her name”. Breonna Taylor is a nurse who was killed during her sleeping in the night by policemen. she received 8 shoots gun, on March 12th in Louisville without real causes against her. 

For this cause, all the 144 women basketball players received the Community Assist Award in this last days. 

Due to a new discriminant attack against a Black man “Jacob Black” in August 2020, all the NBA and WNBA teams who played playoffs, decided to refuse to play their games to support and prevent it. 

Concerning this cause, we should see Black People support it but it’s not just them. All the races “white, latino, asian ...”condemn these acts and are reunited for the same causes and done “ONE People” to protest.

After a long time without breathing the outside air, you are very impatient to move and walk outside. You understand that is to lose your freedom, in this case just partially. 

So you should discover the front of the Lake, showing the beautiful color of the Lake, appreciate the nature and all the animals. It is the perfect place to take a huge breathing in Toronto.

After you should visit many interesting and popular places in Toronto in or near to Downtown in the same day.

If you come back like me, you will be surprised about the city seems empty. There are no visitors so just real locals. The subway is deserted, you have many places inside. Other example, Dundas Square isn't overcrowded and you should appreciate the place. 

It is very strange to see all the people with masks, it is necessary and mandatory, but we lost all perceptions about different human faces. It looks like a bad movie with dehumanization in first impression.

You need to follow some necessary rules like wearing mask almost everywhere, keeping physical distancing of 6 feet, social distancing in elevator; just three people are allowed together, washing you hands regularly, limitation of the number of people together in restaurant, ... It is a huge modification of our habits. 

For me, we should find good aspect of this pandemic, all the Canadian people respect strictly the rules, are respectful about them and the others more than before. You are in a good vibe not like in Europe. 

Then Toronto is less densely populated, you should appreciate all the places that you want to visit. 

So you should enjoy your free time and discover many beautiful places in Canada near to Toronto. 

Nowadays, when you arrive in CANADA, you must respect a quarantine period of 14 days at home, without going outside and having human relational with everyone.