You are a manager of a restaurant that has received a letter of compliant about poor service from a member of your staff. Write a letter of apology to the person who has complained. In your letter . say how sorry you are that the person has had a poor experience . explain what action has been taken against the staff member . offer a free meal for four people at the restaurant as a gesture of goodwill

Dear Mr Smith I am writing in regards to the complaint letter you have sent.

First

, I have to say that I am very embarrassed after I have realized the situation you have experienced in my restaurant. To be honest with you

this

was the

first

time for us.

Although

It is possible that some unexpected object, in your case a small plastic, appears on a customer’s plate, but a waiter should react

accordingly

to address the problem. In spite of the fact that he blatantly accused the customer of the deliberate intention of making a scene. I am extremely sorry for what has happened to you. After your email, I fired the waiter and reminded him of the importance of putting customers’ will

first

and the fact that their appreciation should be the main intention of our job. Apparently, he was not clearly familiar with our policy.

However

, he is a newcomer in our country,

therefore

this

is possible for him to be unaccustomed to varied circumstances comparing to his hometown. I know he did get a valuable lesson out of

this

event. As an ask of your forgiveness, my restaurant is offering you a free meal for four people, at any time you would prefer, until the end of the following year. I hope you will accept

this

gesture of goodwill. Please inform us prior to your arrival.

Therefore

, we will reserve a table for you and your guests. Not to mention that I will reassure you that you will not face any similar issue again at my restaurant. Thanks for your time and your letter. Yours sincerely Mrs Smith Y