Sunday 25 October 2009

Respond to Customer Complaint

Write an email response to Mr. Grundy's complaint.

Please consider the following writing conventions;
  • Make sure the opening salutation is Dear + title and name of person.
  • End your email with Yours sincerely.
  • Separate your ideas logically using paragraphs.
  • Leave a space between paragraphs.
  • Check the content for errors in spelling, punctuation, and grammar.
What to include in your response;
  • Explain the purpose of the email and thank the sender for bringing the matter to your attention.
  • Express sympathy and apologize where necessary but do not accept fault.
  • Deal with each part of the complaint fully.
  • State what action you will take.
  • Tell the customer how important his relationship is to you.
  • Offer compensation reflecting the severity of the complaint.
The deadline for this post is Friday 30th October 2009.

A suggested response will be posted later so that you may self-check.

Good luck!

Mr. Lee

17 comments:

  1. Dear Mr. Arthur Grundy,
    With reference of your letter to complain, I am from Med Tours company sending this letter in order to reply to your honorable letter. And we are also thank you for bringing this matter to our attention.

    Firstly, we wanted to apologize for the bad holiday experienced of you and your wife. We were very sorry to hear about your case at the airport. We also appreciate that the incomplete service was provided to you. This is because, our representative in that day was in the emergency situation to handled the serious problem at the other terminal.

    Then, for the uncomfortable hotel and the environment, we are truly apologizing. Please be assuring that next time we will not repeated this terrible mistake again.

    Your trust is our rewards. So, please take this offer presented from us. We will give you a voucher for dinner in one of the five stars hotels. And this voucher is available for two persons. Hope you and your wife could enjoy it.

    Yours sincerely

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  2. This comment has been removed by the author.

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  3. Dear Mr. Arthur Grundy

    I am writing with reference to your complain letter on 27 June 2002.

    Firstly, thank you for bringing this matter to your attention. We, from Med Tours agency apologize for the inconvenience, disappointment, and distress created by our failure services.

    We take great care to ensure that important matters such as this are properly implemented, although due to an unforeseen technical problem. Initially, when the mechanical fault was detected, our engineers had anticipated that the problem could be rectified quickly and advised that the repair would delay the flight by around 4 hours, so on this occasion, we have clearly not succeeded in meeting your expectations.

    In light of this, we have decided to give you and your wife an offer which we hope will be acceptable to you. We will give you a free voucher for one night stay in five stars hotel, and it is available for two persons. I hope you can enjoy it. Your satisfaction is our priority.

    Thank you for giving us this opportunity to correspond with you, Mr Grundy. We look forward to welcome you and your family in our tours again.
    Thank you.

    Yours sincerely

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  4. Dear Arthur Grundy,

    Thank you for your letter of complaints regarding your stay in Bugibba with the Med Tours. We sincerely apologize for the horrible organization schedules you have deal with during your stay with us. We believe that the standard levels of our services were not meant in this instance. Please accept our apologies for all the inconveniences during your holidays.

    As a result of our investigation, we found that there is a necessity of tour guides for every trip provided by the Med Tours to accompany and help our customers during the delays and problems. For the hotel, we apologize for the noises,lack of variety in food and poor services and the poor surroundings. This was the effect of the Peak season during your stay and the selling of the unusual souvenirs provided in the Resort.

    To prevent re-occurrence of these mistakes, we have hired a few tour guides to help our customers during their trips. As for the noises, poor services and the surroundings of the hotel, we have created a system where customers are allowed to move to a near-by hotel for their satisfactions. If there are any re-occurrence in delays with the flight schedule, vouchers to the lounge will be prepared by our tour guides.

    Once again we apologize for the entire inconveniences trip you have faced. We assure you that this will never happen again. Your satisfaction and trust is our priority.

    For compensation for the inconvenience and distress of a ruined holiday, please accept a voucher for 7 days stay in Ritz Carlton as an apology from the Med Tours. Hope you will have a nice stay for your wedding anniversary in Ritz Carlton.

    Yours sincerely,
    Tiffany Thendean
    Med Tours Manager.

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  5. Dear Mr. Grundy,

    It is of utmost importance for us here at Med Tours to have our clients satisfied and delighted at what they experienced during their holiday. We offer you a very sincere apology for such an unexpected inconvenience from the time you set foot on Malta. We are very grateful that you bring this matter to our attention, as your feedback is without doubt a very resourceful insight to us.

    We conducted some sort of investigation, and we feel obliged to reveal the information that we gather and share with you as a gesture of respect. The absence of an otherwise- dependable staffs was due to the heavy traffic and detour on the way to airport, which made him unable to take care of your check-in and delayed flight. As for the poor variety of food and services, replies from the hotel management suggested that they were hiring new personnel as replacements for outgoing and seasoned staffs which could shed some light as to why you and many other guests were not treated as proper as you might expected. The noises that came from the roadwork were caused by a hit-and-run accident that occurred just days before your arrival, which required immediate repair unfortunately. The exaggerated advertisement regarding the position of the hotel that was deemed ‘a stone’s throw away’ was also regrettable; it was down to the subjectivity of the writer. Lastly, considering that we are currently in a peak season, many locals are trying to take advantage of it and as a result, they built temporary shops with an unreasonable price.

    To avoid any re-occurrence of what had happened, we can ensure you that necessary actions have been taken accordingly. We have ordered our representatives to arrive as early as 4 hours prior to your departure time, which narrowed down any chance of lateness and other unwanted incidents. We also put stand-in staffs, in case something unexpected does occur. Regarding the hotel, they have confirmed to us that they have hired a veteran supervisor and managers to train their inexperienced workers, so better services and amenities are to be expected in the coming future. They also promised that they have contacted the mayor of the city to make sure that the locals are not going to open up temporary shops nearby the area of the hotel. Starting from now, we have re-arranged flight time that can be more suited to most costumers’ liking.

    We at Med Tours valued our customers at the highest esteem, and whenever we disappointed one of our clients, we truly felt sorry. We cannot fix what has happened, but we are more than eager to make amends and compensate for our below-par services. That is why we offered you a free 4days-3 nights package for you and your wife to Caribbean Island with $2000 as a pocket money. Your acceptance will mean a lot to us, and hopefully Med Tours is still your primary choice for having unforgettable holiday.


    Yours sincerely,


    Stella Yuanita

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  6. Dear Mr Grundy,

    Thank you for bringing this matter to our attention. I am Suryana,on behalf of Med Tours, wanted to apologize for the inconvenience during your holiday. we are very sorry to hear that there is no representative from Med Tours during the check-in. we are currently running out of staff and therefore every staff has more works to be done. we will start to recruit new staff soon to overcome this kind of situation in future.

    About the hotel,this is the first time Med Tour choose this hotel and we have no time to check the location before your holiday begin. We apologize that your holiday is not as smooth as what you had planned before. We will try our best to do field research about the hotels before selecting them for the holiday package.

    Tomorrow we will send you a dinner voucher for two at Shangrila Hotel as a form of apologize from us. we hope that this will make you feel satisfied and relieved. your trust is our priority and we look forward to serve you better.

    yours sincerely

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  7. Dear Mr. Grundy

    We was concerned to receive your letter of complaint dated 27/06/02 regarding your inconvenience holiday in Bugibba. We have every desire to provide the best solution and resolve this matter.

    We are sorry to hear that there is no our representative in the hotel. This is because we were running out staff on holiday season.we are also apologize about the hotel location itself which did not meet your expectations. We did not notice that the hotel surroundings are really noisy.

    Med Tours aims to deliver a professional service to our customer and we ensure that this issue will not happen again in the future. Please accept our sincerest apology for any trouble we have caused. For compensation of this matter, Med Tour will give you and your wife a voucher of staying at Hyatt hotel for 4 nights including breakfast and dinner.

    Thank you for bringing this matter to our attention and will hope to serve you again in the future holiday.

    Yours sincerely,

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  8. Dear Mr. Arthur Grundy,


    Greetings from Med Tours, Jakarta!

    Receiving your email on June 22th 2002, thank you for bringing this matter to our attention.

    We are very sorry to hear that you have an inconvinience holiday with us. We apologise for your dissapoinment. Your hoiday was during the peak season, that is why our staff were late to pick up up to the airport. We are also apologise that the hotel location is not fit with your wish.

    We will check again with the hotel about the noise around the hotel. We also will pay more attention and add our staff, so there never will be any late pick up. We ensure this will never again. Please accept our apologise for your inconvinience.

    Please assured that we will give you some tour package with special discount for you. Please check your email. We will give you the brochure about our promotion.

    We value your custom highly.
    Your satisfaction is our priority.

    If you have any concerns or inquiries, please do not hesitate to contact me directly.

    Thank you and look forward for your reply.



    Yours sincerely,

    Yurika Dewi
    Med Tours, Jakarta

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  9. Dear Mr Grundy,

    Thank you for bringing this matter to our attention.We were really concerned dealing with your inconvenience during your stays in Bugibba with Med tours and we were terribly sorry for that.However, we will solve this kind of problem as soon as possible.

    We are very sorry for the lack variety of food, poor service and the noises that disturbed and annoyed you. This is because there are lack of staffs due to the holiday seasons.This is why the customers are not served as well as what they had expected.

    In order not to do the same mistake again, there are some actions that we will take. We were just recruiting new staffs and we guarantee that there will no any kind of inconvenience and distress that will ruin your holiday.

    As a result of our compensation, we sincerely offer you a voucher for 4 days stay at Conrad Hotel which applied for two persons.We hope by this compensation, you could enjoy your wedding anniversary with us.Your trust and your satisfaction are our priority. We look forward to welcome you in Med tours again.

    Yours sincerely,
    Dorena Vania

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  10. Dear Mr. Arthur Grundy,

    firstly, as a representative form Med tours, i would like to thank you for bringing this matter at our attention.

    we apologize for the lack of varieties in food and the poor service of the hotel due to the lack of staff during this holiday season. as for the noise, the hotel has done it's best by reducing the noise made by the roadworks.

    as a sign of our deepest regret, med tours sends a voucher for two nights at the grand hyatt hotel for a party of two. our customers satisfaction is our priority and hopefully this problem will not occur again during your next tour with us. we look forward in doing business with you.

    regards,

    ariesta dahlia

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  11. Dear mr. Arthur Grundy

    first of all, i would like thank you for bringing this mater to our attention.

    we are very sorry to hear that the wedding anniversary that you planned didn't go as you expected it to be. we apologize for the absence of our representative. and also forgive us for the unsuitable hotel and the disturbing surroundings that you stayed in. last but not least, please accept our apology for your return flight.

    please be assured that it will not happen again. we will take immediate actions and improve our service. we value your satisfaction greatly and we put it as our priority. we look forward to be doing business with you again in the future.

    sincerely,

    Gati Adrirati

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  12. Dear Mr.Arthur Grundy,

    Thank you for bringing this matter to our attention, we really appreciate it. We are very sorry to hear your anniversary holiday at Buggiba, Malta is ruined.

    Please accept our apologize for not giving you a representative from Med tours for helping you check-in at the airport. This is because we were running out of staff during this holiday season.

    And also we apologize for the unsatisfying hotel and it's environment during your stay from 19-26 June. Last, we also apologize for your early morning return flight. This is because all the flights were fully booked.

    Please be assured that this issue will not happen again in the future. For compensation of this matter, Med Tours will give you and your wife a voucher of staying at Four Season Hotel for the weekend including a dinner in their fine dinning restaurant to re-celebrate your anniversary.

    Your trust and your satisfaction are our priority. We look forward to serve you better.

    Yours sincerely,

    Julia Pricilla Manchaputri

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  13. Dear Mr. Arthur Grundy

    first of all, i'm icut as a representative from med tours. i would to thank you for your email and bringing this matter to our attention.

    we are very sorry for the delayed flight,the change of the schdule is out of our control and we feel very bad for not giving you a representative from med tours. we were running out of staff during this holiday.

    we also apologize for the lack of varieties in food and poor service at the hotel,we will discuss this matter to our management and we sorry for not concern the noisy from the roadworks from town.

    please accept our apology for any trouble we have caused. tomorrow we will sent a 3 days free stay at the marriot hotel include breakfast and candle light dinner to celebrate your wedding anniversary, and also 20% discount for the couple spa.

    we hope you will enjoy your wedding anniversary. your trust and your satisfaction are our priority. we look forward to serve you better.

    yours sincerely,

    cut siti masthura

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  14. Dear Mr Arthur Grandy,
    I thank you for bringing this matter to my attention. We are very sorry to hear that your holiday have been ruined due to the problems that happened in the check in counter, the delayed flight, as well as the hotel.
    Please accept our apologies that there are no representative from Med Tours to help you during the check-in and that the flight was late which was a surprising situation for us as it has never happen before.
    We are very surprised to hear about the comments that you give to us about the hotel. We do really apologise for the unaccurate information that the hotel advertised and we, Med Tours recommended you this hotel as it is a new hotel and we only help them to promote their hotel.
    Please be assured that we will solve all of these problems and i will guarantee that there will be a representative from Med Tours to help you on your next holiday in the check-in counter. As for the flight, if any delay happen, we will try our best to move you to a different flight. We are also letting you know that we have deny working hand in hand with the hotel that you mentioned to us earlier so that this incident of false advertising will not happen to our loyal customers.
    We value your custom higly and your satisfaction is Med Tour's priority. Therefore, please find enclosed a voucher for a SPA holiday to make up for the ruined holiday you had experienced.


    Yours Sincerely,
    Angela W

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  15. Dear Mr. Arthur Grundy,

    First, I thank you for bringing this matter to our attention and I'm really sorry for this terrible mistake that we unpurposely create to ruin your holiday.

    We are so sorry for delayed flight, unhelpful check-in staff, the lack of foof variety, and the poor service taht we served.

    Please accept our apologize for all the inconvenience and the uncomfortable stay.

    Please be assured that this mistake will never happened again as we will train our staff to be more expert in doing their job and develope a better service to serve you.

    We will send you free vouchers for 4 days and 3 nights stay at 5 star Grand Hyatt Hotel including the special fine dining for the exchange of the ruined holiday.

    Your satisfaction and trust is our priorities and we will serve our customer better.

    Yours sincerely,

    Elisa Hidayat

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  16. Dear Mr. Arthur Grundy,

    First of all, I'm wiwie from the representative from Med Tours want to say thank you for bringing the matter to my attention.

    We wanted to apologize for the problem in organization schedule. We are very sorry to hear the inconvenience holiday Bugibba. We,Med Tours will solve all the problems for you and we will guarantee that you will not face this problem in the next holiday.

    For the compensation, we, Med Tours will give you and your wife a free voucher for one night in Hyatt Hotel.

    Your satisfaction and your trust is or prorities.

    Yours sincerely,

    Wiwie Kosidin

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    ReplyDelete