Service Recovery Email
Dear Mrs Rebekah,
Thank you for your email. We are sorry to hear about your unsatisfactory experience at MSS Hotel.
We understand how frustrating and troublesome it must have been in that situation. We will identify and talk to the employee that you have spoken to that day. Also, we will process the refund of the breakfast immediately and work with Agoda to resolve this matter. With regards to the issue with the key, we are investigating the root cause and will settle the incident with the relevant departments. We will update you of the findings.
We would also like to offer you a complimentary night as a small token of appreciation for sharing your thoughts with us. It will be valid at any time.
Please accept our sincerest apology for any trouble this may have caused. We assure you that we will take every action possible to ensure this problem is rectified and will not happen in the future. Feel free to contact us if you have further queries. We hope for the opportunity to serve you again in the future, and we thank you for your continued support.
Best Regards,
Mr Tan
Guest Relations Manager
MSS Hotel
Hi Laura & Kelly,
ReplyDeleteThank you for giving us the opportunity to comment on your service recovery email. We have come out with some feedback and we hope you will find it useful.
In our opinion, your team have done a good job in addressing the issues by providing solutions for every problem and even offered a complimentary night as an additional token of appreciation. We believe that Mrs Rebekah will be pleased with the compensation and solutions offered. In addition, the letter is kept short and straight to the point.
Your team have reacted appropriately, empathized, apologized and mentioned the training that will be given in order for the incident not to happen again. In addition, you have included that you will be communicating with the relevant departments to avoid such incidents from happening again. Therefore, utilising all requirements from the REACT method.
However, aside from addressing the problems faced by Mrs Rebekah, my team felt that you could reiterate the outstanding qualities of MSS. For instance, the brand standards, credo and corporate philosophy which MSS are committed to. This will create a more positive impression for MSS. Not only that, she could also be assured that the she will receive great service the next time she stays in MSS.
Regards,
Cheryl & Zakiyah
Dear Kelly and Laura,
ReplyDeleteThank you for this very fine letter. I appreciate your effort.
As your reviewers have remarked, you do a good job of demonstrating the REACT technique in your response. You have also reconciled by generously providing compensation.
I'm impressed that Cheryl and Zaki suggested that you add a bit more about the MSS brand. That probably is a good idea, but I feel that you have covered the essentials in a sincere manner.
Cheers,
Brad