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

Post a Comment

Popular posts from this blog

Self Introduction Email

To: Brad Blackstone From: Goh Pei Ling  Date: 22nd January 2019  Subject: Self Introduction Dear Brad, I am Pei Ling, a second-year student from the Singapore Institute of Technology (SIT) pursing a bachelor in hospitality business (HB). To introduce myself, I graduated from Temasek Polytechnic with a diploma in integrated facilities management. My passion for the hospitality industry started when I was attached to a local events management company for my student internship program in polytechnic. I was given the opportunity to liaise with suppliers and vendors extensively. In the process, this has honed my communication and interpersonal skills.   After I graduated from polytechnic, I took a gap year and worked full time in a small events management company where I was fortunate to be given the opportunity to liaise and work with various agencies in the government and private sector. My job responsibilities includes planning, conceptualising and coordinating ons
Read more

Reflection on Interpersonal Communication

Dear Brad, I would be sharing about an interpersonal communication problem that occurred when I was working in an events management company. This incident happened when I was planning my first event. I had to plan an event consisting of an exhibition, seminars and classes to teach seniors how to use mobile phones and tablets. I would have to take charge of many different segments such as goodie bags, handling of tablets and phones, liaising with sponsors and client and logistics matters. When the event was passed on to me, I requested for an updated count of all the goodie bag items as well as the logistics list from my operations colleague, who will be named Eric due to confidentiality issues. Nearing the date of the event, the client emailed asking about the current count of the goodie bag items and I provided the updated numbers according to the list given by Eric. However, the client called immediately after and sounded annoyed as that was not the number c
Read more

Welcome to my Blog!

Image
Hi everyone,  I am Pei Ling. This is a space for me to document my thoughts and my learning journey for Career & Professional Development II (CPD II). This blog aims to improve my writing and communication skills, so do feel free to leave any comments and I look forward to interacting with all of you throughout this journey. With regards,  Pei Ling *Blogs I commented on:  - Jeaine  - Kelly  - Tricia 
Read more