Buổi 23: Writing Task 1 – Quy trình công nghệ: trung tâm phân loại bưu kiện tự động (A) & thư khiếu nại dịch vụ tự động (GT)

The diagram illustrates the stages involved in processing parcels at an automated sorting centre.

Overall, there are seven main stages, beginning with the unloading of parcels from trucks and ending with their dispatch to local depots. Most of the process is automated, although parcels whose barcodes cannot be read are checked by hand.

First, parcels are unloaded from incoming trucks and placed on a conveyor belt, which carries them to a scanner. At this stage, each barcode is read automatically. Should a barcode be unreadable, the parcel is diverted so that a member of staff can check it manually.

Having been scanned successfully, each parcel is weighed and measured. Robotic arms then sort the parcels according to their destination, after which they are loaded into delivery vans. In the final stage, the vans are dispatched to local depots, and at the same time customers receive an update that allows them to track their parcel.

Dear Sir or Madam,

I am writing to complain about the difficulty I have had in resolving a billing error through your automated customer service system.

On 2 November, I noticed that my internet bill for October had been charged twice, a total of 900,000 VND instead of 450,000 VND. I immediately contacted your online assistant. However, despite three separate attempts, it repeatedly directed me to a page explaining how to pay my bill, which was clearly not relevant. When I typed "speak to a person", the system simply restarted the conversation.

I eventually managed to reach a member of staff by phone after waiting forty minutes, but she told me that the refund could take up to thirty days. I find this unacceptable, as the error was entirely the company's.

I would therefore ask you to refund the duplicate payment within seven days. I would also strongly suggest that your automated system offers a clear option to speak to a human when it cannot answer a question. Should I not receive a reply within two weeks, I will consider changing provider.

Yours faithfully, Cao Thi Hong

How to submit an expense claim 1. Open the Expenses app and tap 'New claim'. 2. Choose the category (e.g. Travel, Meals). 3. Take a photo of the receipt – make sure the date and total are clear. 4. Add a short description and the project code. 5. Tap 'Submit'. Your manager will be notified automatically. Note: claims must be submitted within 30 days.