Dear Rebekah Goldstein,
We sincerely apologise for the less than satisfactory
experience you had with Marine Sands. Marine Sands would like to offer breakfast
reimbursement and discounted room rate in any Sands property as a token of our apology.
We understand that there is communication error between
Adoda and Marine Sand and seek your kind understanding for more time to
rectify the issue and get back to you as soon as possible.
We will also investigate the issue with the key
functionality and perhaps have a help desk ready at the top deck for future
guest convenience.
Rest assured that the issue with non-attentive staff will be
addressed in our briefing and email reminder. We will look into the root of the
cause and put in more stress in training our staff to deliver a more desirable
service.
Once again, we would like to apologise for the inconvenience
caused. We will keep you updated on this matter. We ensure that you will have an improved experience with us in the future.
Warm Regards,
Marine Sands
Thanks, Michelle, for posting this mock service recovery letter. We'll discuss it in class.
ReplyDeleteThank you! See you next week!
DeleteHi Michelle and Jaren,
ReplyDeleteWe think your service recovery email was short and sweet. However, we feel that you should have given an account of the situation and acknowledge the inconvenienced that was caused towards the guests.
It would have been great if you had included and recognised your role in the matter to add that touch of authenticity and sincerity.
Also, it would have been nice to have signed off with a name and designation so the guest would know who is addressing the issue.
Everything else was written well. Good job!
Best regards,
Evonne and Shafique
This seems like an appropriate critique.
Delete