You are a support agent for Bug-Free Software Limited, which develops customized software
for businesses on a contract basis. You receive the following email message from a large client:
We received the custom Visual Basic programs from your new programmer and installed
them on our system last week. It was obvious from the first time we ran the programs that the
programmer was new to your organization and that she had not had much prior experience
with programming or with Visual Basic. The new programs we received converted the
information from our old COBOL programs to our report formatter fairly well, according to the
specifications we provided her. But we discovered that she built the specific data-conversion
instructions into the Visual Basic programs. The programs lack the flexibility we need to handle
all of the different data formats we have to convert. The programs should have been written with
the conversion information in tables that are easily modified. The way they were written means
we have to modify the programs every time we run them.
Write a reply to this email that shows empathy for the problem and a good customer service
ethic.

Thank you so much for your email. Your company is a very valuable client for our business and have a strong and deep professional relationships with your company. Your issue has been well noted. We apologize for the inconvenience that you have to face due to this problem.

I will communicate this issue to our R&D department. We will find some way to compensate you through some alternate solution and we will upgrade the visual basic solution keeping this issue in mind as well.

We assure you our full support. We will keep our business ties more strong by understanding and valuing each other's issues.

Best Regards.

Explanation:

This will be the best way to satisfy the client.