Tuesday, 5 March 2019

Service Recovery Letter

Dear Mrs. Rebekah Traumann,

Thank you for you feedback regarding your stay in our hotel. I sincerely apologize for the inconvenience that you experienced while staying with us.

We always strive to provide the best service to our guests and we regret that you had a less than satisfactory experience. We have reached out to the relevant departments involved and we will take the necessary actions to ensure this does not happen again. With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days.

I want to thank you again for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.

Should you need any help in the future, please do not hesitate to contact us again, as i will be very happy to assist you with anything that you need.


Sincerely,

MSS Hotel
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3 comments:

  1. Delvine6 March 2019 at 01:04

    Hi Tricia and Afifah, good effort on the service recovery email. The following are some of the feedback we have to your response:

    Strengths:
    - ‘Reaction’ and ‘Apology’ component is included
    - It is short and sweet
    - Good command of language and grammar.

    Weaknesses:
    - The ‘Empathy’, ‘Communication’ and ‘Training’ component are missing under REACT.
    - Tone of email is cold and lacks a warm and personal tone, lacks a connection with the guest, reply sounds like it’s taken from a template, thus it sounds patronising and insincere.
    - Ended off the email with no personal name, only the name of hotel
    - Name - Mrs Traumann is spelled wrongly

    Overall comments: It is a commendable effort but more content could be included in the email. More effort could be made for the tone to sound more sincere. The length could also be longer since the guest made the effort to type out a long feedback that is very comprehensive and detailed.

    Regards,
    Hannah & Delvine

    ReplyDelete
    Replies
    1. Afifah9 April 2019 at 20:33

      Dear Hannah and Delvine,

      Thank you for the very detailed response on how both Tricia and I can further improve our service recovery letter writing skills. I really like the fact that both of you broke down our letter's strengths and weaknesses in point form. Once again, thank you for taking the time to read this blog post.

      Regards,
      Afifah

      Delete
  2. Brad Blackstone17 March 2019 at 23:17

    Tricia and Afifa,

    Thank you for your effort here. I feel that Hannah and Delvine are spot on in terms of their feedback.

    Cheers,

    Brad

    ReplyDelete

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