8/3/2019 Complainant Letter My Part

1/20

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

1

8/3/2019 Complainant Letter My Part

2/20

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

2

8/3/2019 Complainant Letter My Part

3/20

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

3

8/3/2019 Complainant Letter My Part

4/20

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

4

8/3/2019 Complainant Letter My Part

5/20

Talks about how delightful atmosphere was

Compliments the chef for the excellent food

prepared

5

8/3/2019 Complainant Letter My Part

6/20

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

6

8/3/2019 Complainant Letter My Part

7/20

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

7

8/3/2019 Complainant Letter My Part

8/20

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

8

8/3/2019 Complainant Letter My Part

9/20

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

9

8/3/2019 Complainant Letter My Part

10/20

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

10

8/3/2019 Complainant Letter My Part

11/20

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

11

8/3/2019 Complainant Letter My Part

12/20

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

12

8/3/2019 Complainant Letter My Part

13/20

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

13

8/3/2019 Complainant Letter My Part

14/20

send a letter to the customer telling himyou're reviewing that process thanks to hisreport. The customer comes away feelingvalued and compensated.

14

8/3/2019 Complainant Letter My Part

15/20

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

15

8/3/2019 Complainant Letter My Part

16/20

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

16

8/3/2019 Complainant Letter My Part

17/20

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

17

8/3/2019 Complainant Letter My Part

18/20

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

18

8/3/2019 Complainant Letter My Part

19/20

Booking online will avoid busy days and avery full restaurant

She should have service quality so as to be areputable restaurant

Encourage customer communication

19

8/3/2019 Complainant Letter My Part

20/20

Business letter writing basics, 2011, online,retrieved on 15 November, fromhttp://business-letter-samples.com/reply-to-complain-letter.html

20

http://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.htmlhttp://business-letter-samples.com/reply-to-complain-letter.html