Customer Service
51 East Green
Cleveland 45701-3139
Ohio
31, January 2014
The Manager
Zee Hospitality Group
Ohio 4237-889
Dear manager,
Re: A Complaint Letter
I bought a take-away sandwich and a roasted chicken on 29th January 2014 at Zee Restaurant. I have an allergy for chili and garlic and therefore I asked the attendant at the restaurant by the name Ronald Clark not to include these ingredients in my food. He confirmed that the food was as I asked after wrapping it. However, on arriving at my home I realized that chili and garlic were added to my food.
I would appreciate if this customer service issue is addressed to avoid such an occurrence in the future. You can contact me any time if you need further clarification. I await your response.
Yours sincerely,
Sarah Collins.
Response Letter
Zee Hospitality Group
Ohio 4237-889
3, February 2014
Sarah Collins
51 East Green
Cleveland 45701-3139
Ohio
Dear Ms,
We write this in reference to the complaint that you launched on 31st January 2014.
First, we wish to sincerely apologize for this disappointment and inconvenience that you experienced while dealing with our customer attendant. Our assurance is that providing superior customer service is always our major priority. As such, your feedback is always appreciated. In this regard, we have given your complain great consideration and we already have addressed it. We summoned Ronald Clark, the service attendant who notes that this was a purely accidental case.
In the same light, we hereby wish to offer you home delivery service that include similar food. We hope that you accept this and make it a custom to shop with us.
Again, we wish to extend our sincere apologies for causing you such an inconvenience and we guarantee you that the necessary measures have been taken to remedy this situation. In case you need further help, contact us immediately.
Thank you
Yours sincerely,
John Anderson.
Reflections about the response and complaint letter
Customer service that a company provides greatly determines its reputation. This is because ensuring customer satisfaction is the only way of wining their loyalty. Everybody in a company including the top-management and subordinate staffs should practice proper customer service. For instance, Zee Hospitality Group should address the customer service issues in order to avoid such incidences. This issue can be addressed by making all staff members aware that in the company, customer service must be practiced. The employees should respond to customers promptly and provide a receptive environment to customers. They should also approach customers with polite etiquette while putting their needs first.
Similarly, customer services can be improved through the adoption of different means of communication within the organization. Social media makes it easy for customers to interact with employees. This makes creating rapport between workers and customers easy which can ease airing of grievances and sorting them out. One-on-one meetings, open air, presentations and emails can also be used by managers to communicate with subordinates. In a nutshell, customer service influences customer perception since it establishes the image of the organization. When customers are served with great public relation, they establish personal relationships with a company. They also bring their friends along. As such, customer service ought to remain a major priority of every organization.
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