Answering a letter of complaint

From the moment they step through the door your bookings become guests, and their experiences determine whether they ever come back.
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Aldo
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Answering a letter of complaint

Post by Aldo »

Is there anyone that can point out a template for a letter/e-mail to answer a letter of complaint from a guest? Thank you.
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Mouse
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Post by Mouse »

Aldo - personally I wouldn't use a template as it would come across that you've done just that (adding fuel to the fire IMO)

Better to assess what your guest is complaining about and then address it succinctly with the action you will take.

Mousie
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Aldo
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Post by Aldo »

Thanks Mouse. I do not intend to take it word for word. It is sometimes difficult to find the right way of expressing things. I have found http://ezinearticles.com/?Complaint-Let ... &id=152442 on the web but would like to see more.
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