Quality Service Management Assignment

Running head: QUALITY SERVICE MANAGEMENT
Quality Service Management
Name of Student:
Name of University:
Author’s Note:

1QUALITY SERVICE MANAGEMENT
Part 1:
Letter of Response
Respected Mr. Ford,
With regard to your letter, firstly I would like to convey empathy towards your situation
and am extremely regretful for the situations which you had to face during your stay at the resort
The Zambezi Sun. It is my earnest wish that you get well soon and the injuries which you
incurred heal as quickly as possible. It is a matter of extreme sadness to hear about the situation
how a quickly moving vehicle clipped your leg. It is more so a matter of concern as the vehicle
belonged to the Zambian government. I can assure you that the matter will be looked into as soon
as possible and the government will ask the vehicle drivers to be more careful while driving in
order to prevent such accidents in the future.
It gives me immense pleasure to hear that the services of the nurse were competent and
could satisfy your needs sufficiently. The duties of calling the local medical facilities to find a
working x-ray machine or that of contacting the local ambulance service for transport were
absolutely prompt as well as responsible. It is a matter of pride to have such an efficient staff
member working for us. It gives me immense pleasure to know that the manager arranged for a
room without any charges. However it is unfortunate that the Medivac facilities would have to be
paid by you. The facilities in future should undoubtedly be arranged by the hotel authorities as
the accident had taken place in the hotel. The responsibilities of the hotel staff were not up to the
mark and hence I would like to assure you that the matter will b looked into as soon as possible.
Regarding the emergency medical treatment facilities which you were asked to pay and also the
payment for the meals or telephonic calls, I would like to reimburse the amount to you totally. I

2QUALITY SERVICE MANAGEMENT
would kindly request you to verify the account details which we already have with us, so that we
can adjust all the payments which we intend to reimburse as soon as possible. I would like to
assure you that the procedures for handling such situations will be bettered by our staff in the
days to come so that esteemed customers like you do not face any problems and do not have any
scope for complaint. The situations faced by you during the course of your stay should have been
better and due to the incompetency on our part I ask for your consideration. The feedback from
customers like you is extremely valued and we wish to work on all the points put forward by
you. All the expenses which were incurred by you will be reimbursed at the earliest. It is our
sincere hope that you come to our hotel in future and I personally assure you that such
occurrences will not be repeated at any cost.