Please help review my Management Comm. Homework

FYI, this is a letter is to a customer who complained about an unpleasent experience she had at the restaurant.
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
September 8, 2008



Ms. Martin A. Wallace, M.D.

2249 Alton Circle

Amelia Island, FL 33809



Dear Ms. Wallace,



I was very concerned to receive your letter on August 30, 2008 regarding your unpleasant experience at our Olive Garden Restaurant at Grape Road in Mishawaka. The purpose of this letter is to convey my sincere apologies for the inconvenience we may have caused you.



First, I would like to thank you for the letter; we will use it to better our customer service skills for future guests. As I reviewed your case it was clear that there would be a new training session implemented to improve customer service and communication skills in the workplace. Please know that we are taking measures to prevent this horrible experience in the future. Here are some ideas that are taking place currently:

1. Training: Mandatory training for all new and old employees to improve customer service and communication skills.
2. Team Work: Have a motivation team work strategy, this will allow everyone to follow up with customers needs as well as help employees manage their workload.
3. Hostess: A hostess must be present at all times in the from entry way to greet guests with a pleasant first impression and for directional help.
4. Tracking Work Performance: This will allow management to track the employee performances and recognize their weaknesses and strengths. This will improve employee’s weaknesses as they are pointed out.



Our company will do what it takes to deliver great customer service and improve the level of professionalism as we serve our customers. In your case, the level of unprofessionalism you received was unacceptable. In the meantime, we have given you and your family a free meal including an additional 20% discount on your second visit. We will commit to providing you and our customers with the highest level of service. Again, thank you for bringing this matter to our attention we will use it to our benefit.



Sincerely,

Abby Panyanouvong

Director, Customer Service