REACT Service Recovery Response

Dear Mrs. Rebekah,

 Thank you for your email in letting us know about your unpleasant experience in MSS Hotel.

 I am Pei Ling, the customer service manager of MSS Hotel. On behalf of MSS hotel, I sincerely apologise for the negligence in handling this situation and we appreciate you taking time to share your concerns with the hotel. We have clarified with Agoda regarding your complementary breakfast, and will rectify the miscommunication. MSS hotel will make the necessary refund to your account by the end of next week.

 Your feedback regarding our employee will be taken into consideration and we will take actions to improve on our service quality. MSS hotel will also take measures to reduce the discrepancy between the hotel and Agoda to provide a seamless experience for all our guests. As a form of appreciation for your feedback, we would like to offer you a 20% discount code (MSS20) on your next booking with our hotel.

 We hope that you will allow us to serve you better in the future, as we consider it a privilege to have you in our hotel.

 Yours Sincerely,
Pei Ling
Customer Service Manager of MSS Hotel
*Blogs I commented on: 
- Carolyn and Syairah

Comments

  1. LamonadeMarch 12, 2019 at 7:11 AM

    Dear Peiling and Xenia,

    We like that you have addressed the email according to the given structure of REACT.

    On top of that, you have also provided the necessary steps that your company would take to solve the problem. This gives the guest an assurance to get their request conveyed.

    However, we felt that the 20% discount code given as a service recovery is quite an huge amount, as guests might write in just to get additional discounts in the future. We believe that by reconsidering these promises, it might help you to avoid future neccessary problems.

    Hope this helps!

    Regards,
    Caroyln and Syairah

    ReplyDelete
  2. Brad BlackstoneMarch 17, 2019 at 11:51 PM

    Dear Pei Ling and Xenia,

    Thanks very much for posting this service recovery letter. Like your reviewers, I appreciate how you have included in it the elements of the REACT technique. You personalize your apology as you take ownership of the problem issues.

    You have also received useful feeback from your peers.

    Cheers,

    Brad

    ReplyDelete

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