External Communication B: Apology Literature & Language Essay
For this assignment, you will respond to a credible customer complaint with an effective apology.
The Scenario:
A recent hotel guest has posted the following review on yelp!:
" I recently stayed at this hotel while interviewing for a job. My friend and I woke up the next morning to find a bedbug on the comforter. The hotel gave us half off the room rate, but now I am covered in bug bites and am terrified my luggage and car are infested. Once I got home I had to strip on my front porch, sprint to the shower, and left all my belongings (clothes, luggage, and brand new suit) out on my front porch in order to not infest my home. I'm still trying to figure out what to do with everything. Gross."
Your supervisor has assigned you the task of replying to this comment.
Steps:
Read through the bonus chapter of your text online. Decide which kind of crisis this message creates.
Choose, from among the strategies listed in your text, the type of statement you think you should issue.
Compose an appropriate response to this type of crisis.
Write an effective apology and submit it for approval via Canvas.
Name:
Institutional Affiliation:
Course:
Instructor:
Date:
Apology
From: KIKA Hotel Management
To: Robin Frost
Dear Sir
RE: APOLOGY FOR THE BEDBUG INVASION ON YOUR PROPERTY
Thank you for choosing our hotel during your stay. I am saddened to realize that your property was infested with bedbugs while here. That is unacceptable, and our customers are never to experience anything close to or similar to that. I would love to reiterate that this is not a punishment to compensate for half the price you got. Kindly accept our most sincere apology.
Having said so, allow me to clarify some things. We take full responsibility for the experience you went through. Culturally, we do an intensive fumigation twice a week, on Wednesdays and Sundays. Our team is carrying out intensive inve...
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