Complainant Letter My Part
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Transcript of Complainant Letter My Part
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This is a letter from a customer to the ownerof the restaurant complaining about the badservice rendered to them after dinning at therestaurant.
This case study focuses mainly on the servicequality
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Spent too much time waiting before orders were
taken
Waiters were rude
Another waiter was stocky and had sleeves rolled up
Inappropriate way of addressing guests e.g., younglady and dear
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Made an order and waiter asked who wants a roll Made constant requests for water refills, butter
replacements and the like
Rude response from the cocktail waitress I'm not a
stenographer Repeated orders before they were brought
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Food was served one and one-half hours of sitting in
the restaurant
Staff is incompetent
There was little display of etiquette or social grace Extremely upset and insulted by the experience
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Talks about how delightful atmosphere was
Compliments the chef for the excellent food
prepared
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Strengths Made it known to Mr. Loflin that they fired the waiter
and waitress who attended to them that night Made it known there will conduct training for their
staff She regrets what happened and apologizes for it Tells them that they could have reported the issue on
the time it happened
Hopes to prevent such problems in future Replying the letter is a big strength because it shows
she is concerned about the guests queries
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Understands very well and sympathizes with Mr.
Loffins feelings
Appreciates being alerted about the recent dinner
experience Tells Mr. Liflon that the services he received was not
up to their normal standards
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Weaknesses
Talks about the labor situation as if she is making excusesfor what happened
Makes it known that the restaurant was full on that busyday and so it could have been the reason
Makes Mr. Loflin acknowledge that bad knights dohappen in the finest restaurants
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mentions how October 11 is traditionally one of the
busiest nights at the restaurant as though she is
justifying the bad service rendered
Mentions how they are not selective about their
employees
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things to consider when replying a complaintletter
1. Apologizing for the error
2. Accepting the complaint
3. Explaining the cause of error/ fault
4. Proposal to settle the problem
5. Offer to invite them to have dinner for free
or on discount
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1. Acknowledging receipt of a complaint lettere.g., With reference to your letter of
2. Apology for the error or fault e.g., Wesincerely apologise for
3. Accepting the Complaint We agree that the usual high standards of our
products / services were not met in this instance.
4. A short explanation of the fault5. Effects....e.g. What it led to, firing employee
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6. Solutions...e.g., we have implemented a newsystem
7. Assurances..We assure you that this will not happenanymore
8. Proposal to settle the difficulty.....e.g., to showour good will we will
9. Regret at dissatisfaction.....e.g. understand10. Closing the letter aiming at maintaining /
gaining the goodwill of the customer
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She should propose to settle the problem byinviting them to the restaurant again to seethe changes made
She should ask them not to tell their friendsor relatives about the bad experience as thiswould push customers away from them
In the letter she should offer them to visit
the restaurant again and have dinner for freeor on discount just to make up for the badservice
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send a letter to the customer telling himyou're reviewing that process thanks to hisreport. The customer comes away feelingvalued and compensated.
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She should come up with a service strategyfor the restaurant. This will be helpful inproviding satisfaction to the customers
She should come up with a walk through
audit so as to get daily feedback fromcustomers
Train all her employees so as to avoidcustomer migration to other restaurants
She should come up with a service blue printfor the restaurant so that customers knowwhat services will be offered
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The coming up of a service blue print willhelp especially to avoid the busy nights as itwill involve customers booking in advance
There should come up with a service package
which they should offer to the customers soas to make sure they are providing goodservices
She should also introduce service divergence
in her restaurant so that employees maymodify services when necessary to satisfycustomers
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She should also introduce self service such asbuffet in the restaurant to avoid guestsmaking constant requests for refills orwaiting too long to get their entrees
She should have a good line of visibility sothat the chefs at the back and the waiters areclearly separated so that there wont be amixture of service
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To avoid guests frequently calling for refillsshe could have a computerized way ofalerting
She should have service improvements from
the ones currently being offered She should try and have limited reservations
to avoid the restaurant being too full whichwill make the employees be over busy and
render bad service She should try and introduce the booking
online or on the phone system
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Booking online will avoid busy days and avery full restaurant
She should have service quality so as to be areputable restaurant
Encourage customer communication
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Business letter writing basics, 2011, online,retrieved on 15 November, fromhttp://business-letter-samples.com/reply-to-complain-letter.html
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