Dear all, I'm a chinese. I have a difficulty in writing a report concerning the problems within the CS dept and recommendation for improvement. I don't know how to structurize my thinking and present it in a neat format. All I discovered and want to let the management know is the general morale of all the CS colleague  is very low. The reasons are:

1.Lack of manpower (I don't know this should be the appropriate wording or not), our centre is operating under a 24-hr basis. Many of us have to work a very long time for a shift. And there are at least 2 days a week for each of us to take the overnight shift (i.e. from 24:00 -08:00).

2.Conflict with the sales dept: most of the times we encounter many customer complaints for the oversell problem from our sales. In cases they claim for refund, we check the audio record. If there is oversell from our judgement,  we have to follow the guildline and make the refund procedure. The sales surely dislike this and always blame us for mis-judgement. The relationship is very tense between the two depts. But the no. of sales 6 times more than our no. of CS staff. So, we always find ourselves isolated. I don't know how to express this point well.

3. low wage. Our wage rate is based on hourly basis and I know we should be below the market average for about 15%.

Could someone help to present the above points in a formal report format. I really find it's difficult for me to write this out.

Thank you in advance.

Straybird