Complaint Analysis and Response: Tour Company Report

This assignment presents a detailed analysis of a tour company's response to a customer complaint. The provided documents include a response to the complaint from the Customer Service Manager and a report to the General Manager from the Social and Events Coordinator. The complaint from the Gu Ting Hua Company highlights issues with healthcare facilities during a hike, accommodation problems, and ferry delays. The Customer Service Manager addresses each concern, clarifying company policies regarding medical facilities and ferry schedules, and offers a refund for the accommodation issue. The report to the General Manager summarizes the complaint, emphasizes the need to resolve the accommodation issue, and suggests contacting the complainant to rectify the situation. The analysis focuses on effective communication, policy adherence, and the importance of customer service in maintaining a positive company reputation.

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.

3PROFESSIONAL COMMUNICATION
I hope I was helpful and I hope the next time you visit us you are going to see a positive change
and make sure we provide you with a good experience.
Sincerely,
(Name)

4PROFESSIONAL COMMUNICATION
Report to the general manager
From: (Name)
Sent: Wednesday, July, 10, 11:00:05 am
To: (Name)
Subject: receiving of a letter of complaint from Gu Ting Hua Company
To: General Manager
Dear Sir/ Ma’am
I am the social and events coordinator of your esteemed organization and I am writing this letter
to you to inform you the complaint we have received from the Gu Ting Hua company because of
their dissatisfaction with our services that were provided to them and to let you know that the
company has been asking for a refund because of certain accidents and incidents that they had
faced during the tour.
This is to let you sir that Gu Ting Hua Company had partnered with us and availed our services
the Coromandel Lifestyle Adventures 2 day package. The socials and events coordinator had
personally written to me the problems they have faced during the stay like with health care
facilities and the delay in their ferry ride which had become issue for the customers as they failed
to reach on time however I have reverted back to them stating our company policies and
guidelines informing and explaining them why we will not be able to compensate and provide
them with a refund on certain aspects they are asking for as they were not mentioned in the
guidelines and we did not claim anything of that sort which we are being accused off.
I would like to bring to your notice that the company has complained about the accommodation
where I have ensured that they will be compensated because of that as it was the fault of the
staffs for the poor services which they had provided to the tourists who were from the Gu Ting
Hua company. I would like to inform you about the problems the customers faced because of the
misbehavior of the staffs of the hotel and their negligence as they did not provide the customers
with the basic amenities which were required and also failed to assist them properly needed
them which created a huge problem for the customers. This may later create a bad reputation for
the organization and because of the bad word of mouth the company may be impacted negatively
in the near future.

5PROFESSIONAL COMMUNICATION
I would like you to intervene and look into the matter in order to solve the issue with the
accommodation and would request you to contact the social and events coordinator of the
company of Gu Ting Hua so that the issues are sorted out in a healthy manner and they give us a
chance to redeem ourselves. I will be attaching the complaint letter which we have received from
the company so that you can take a look at it and get the prior details in order to understand the
incidents and make decisions according to that. I would be highly obliged if you look at the letter
and communicate the next course of action that needs to be taken.
Thank you so much for the time and I will be waiting for your response.
Sincerely
(Name)