Response to Complaint - Professional Communication

Running head: PROFESSIONAL COMMUNICATION
PROFESSIONAL COMMUNICATION
Name of the Student
Name of the University
Author Note

1PROFESSIONAL COMMUNICATION
Response to complaint
From: (Name)
Sent: Tuesday, July 9, 10:40:05 am
To: (Name)
Subject: Response to the complaint by Gu Ting Hua Company
To: Social and events coordinator
Dear Sir/Ma’am
I am the Customer Service Manager of the tour company. I received the letter that and read all
the inconveniences that you and the members had to face because of us and I apologize to you
and all the members who went on the tour on behalf of the organization.
I regret and sincerely apologize for the inconvenience that you have faced during the tour and I
feel sorry for the incidents that occurred during your hiking to Cathedral Cove Walkway and
hope the staff member is fine and healthy now. I have looked at the complaints made and have
seen that but I would like to mention that the our company did not make any claims of providing
any kind of medical facilities during the hiking session and it is nowhere mentioned in the
company policy that we would provide any kind of medical facility to our customers nor did we
personally claim that we would provide any kind of medical services or medical facilities to your
group. In the guideline it is clearly mentioned that staffs with any kind of medical problems need

2PROFESSIONAL COMMUNICATION
to inform us before hand and in order to avail additional services for hiking additional cost would
required and it should have been mentioned before. I completely understand the situation but it
was not apprehended and the tour guide and the people who assisted did as much they could to
comfort your staff member. I am sorry we would not be able to compensate for this situation as
this was a small accident which we were not responsible for.
I sincerely apologize for the inconvenience caused because of the accommodation and we take
full responsibility for the trouble you had to face. We have looked into the matter and are going
to take strict actions against the staff of the accommodation that had refused to provide the
necessary services which you were entitled to and will make sure this does not happen again in
the near future. I would ensure that the money you have paid for the accommodation is returned
to you in 2 to 4 business days.
I feel extremely bad for the situation and the inconvenience you faced because of the ferry
getting delayed. I would like to inform you that if you go through the details and the policies that
is provided in the package you will see that we claim to provide shuttle till the ferry so that you
can avail the ferry. We have looked into the matter and have checked that the shuttle has been
provided to you during the right time as we had mentioned to you but the timings of the ferry
differed which made you miss the ferry which the company is not responsible for. I am
extremely sorry but I would not be able to refund the money of the shuttle which we had charged
as we have provided the service which we claimed.
I am sorry and fully sympathize with you for the experience and the accidents that you had to
deal with. I take full responsibility of the complaint made for the accommodation and make sure
that you are given back the money.