Service Recovery: REACT Technique

Dear Mrs. Rebekah Traumann,

Greetings from MSS Hotel!

Thank you for writing to us regarding your unfortunate encounter in MSS Hotel. We value all guests that write into us as we strive to improve ourselves to provide better guest experiences. Providing excellent service to our guests is always our priority. We would like to take this opportunity to apologize for the inconvenience caused during your stay with us.

We understand that you must have been displeased by our services. Regarding your request for a refund on your breakfast, we will work closely with Agoda to ensure a smooth and fuss-free refunding process. In addition, periodical maintenance will be carried out to ensure the minimization of technical issues. Lastly, communications were made to all our employees that the guest's request are the greatest importance in their job scope.

On behalf of MSS Hotel, we would like to express our sincere apology, and we look forward to serving you more efficiently in the future.

Best Regards,
Carolyn
Guest Relations Officer of MSS Hotel



Comments

  1. Pei LingMarch 11, 2019 at 9:29 AM

    Hi Carolyn and Syairah,

    This recovery email is very comprehensive and detailed. You have also utilised the REACT technique well in taking ownership of the problem and communicating to the guest that the hotel would be working closely with Agoda to facilitate the refund process.

    However, we feel that you could elaborate more on the measures taken and specify what has been done to ensure that poor service provided by the employees would not occur again. We believe this would be paramount in easing guests' complains and ensure that they would continue to patronise MSS hotel in future. Hope this helps!

    Best regards,
    Pei Ling and Xenia

    ReplyDelete
  2. Brad BlackstoneMarch 13, 2019 at 11:37 PM

    This comment has been removed by the author.

    ReplyDelete
  3. Brad BlackstoneMarch 13, 2019 at 11:37 PM

    This comment has been removed by the author.

    ReplyDelete
  4. Brad BlackstoneMarch 18, 2019 at 12:02 AM

    Dear Carolyn,

    Thank ypu for the effort with this service recovery letter. Like your peers, I agree that you've done a decent job including elements of the REACT technique in this letter. Also like them, I feel yuyou could add some detail to the measures taken and in reconciling with what Mrs Traumann sees as a loss.

    I appreciate your effort.

    Cheers,

    Brad

    ReplyDelete

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