You receive an email that states "I just went to your property and received the worst customer service. There were three employees at the drive thru window all talking and laughing to one another. When I ask for more sweet and sour sauce for my eggrolls he did give me one. It appeared to have been opened before, half full and very sticky all over the top and sides. I did not use it and did not even receive a receipt. I was never acknowledged as a paying customer by at least saying, hello, have a good day, thank you for your order.

Question

You receive an email that states "I just went to your property and received the worst customer service. There were three employees at the drive thru window all talking and laughing to one another. When I ask for more sweet and sour sauce for my eggrolls he did give me one. It appeared to have been opened before, half full and very sticky all over the top and sides. I did not use it and did not even receive a receipt. I was never acknowledged as a paying customer by at least saying, hello, have a good day, thank you for your order.

I am not that person that is looking for special services or anything in return. Just a little customer service.
Thank you,
Disgruntled Customer
How would you respond to this guest?

Answer 1

Dear Disgruntled Customer,

Thank you for bringing this matter to our attention. We sincerely apologize for the unpleasant experience you had at our property. We value our customers and their feedback, and we take your concerns very seriously.

We understand that the behavior of our employees at the drive thru window was unacceptable. We will address this issue promptly with our team to ensure that proper customer service standards are upheld at all times. Rest assured that appropriate coaching and training will be provided to ensure this type of behavior is not repeated.

Regarding the sweet and sour sauce, we apologize for the inconvenience caused. This should not have been the case, and we will reinforce our quality control procedures to ensure our condiments are always presented in the best condition.

Furthermore, we apologize for not providing you with a receipt and failing to acknowledge you as a paying customer. This is not the level of service we strive to deliver. We will reinforce our staff training in these areas to ensure all customers are greeted and treated with respect and courtesy.

We genuinely appreciate your feedback and loyalty as a customer. We would like to make it up to you for the disappointing experience by offering you a complimentary meal on your next visit. Please provide us with the necessary details, such as your name, contact information, and the date and time of your visit, so that we can arrange this for you.

Once again, we sincerely apologize for any inconvenience this may have caused, and we look forward to the opportunity to serve you better in the future.

Best regards,
[Your Name]
[Your Position/Role]
[Your Contact Information]