Letter of Service Recovery

Dear Mr. Bennert,

Thank you for choosing to stay with us. On behalf of Wheewhoo hotel, we apologized for any inconvenience caused. We are sorry to learn that your experience with our hotel was less adequate to your expectation.

We understand your frustration and appreciate your honest opinion on the services that was provided by the front office team. Instead of referring you to Agoda, the front office associates should have directly contacted Agoda to reconfirm your reservation package to avoid the unnecessary hassle. The associates would also like to extend their sincere apologies on this matter. With regards to the incident you encountered at our rooftop pool, we apologize for the malfunction room key. We have also looked into the facilities and will be implementing a new key booth system at the rooftop pool in March for the convenience of our guests. As such, this would better facilitate the process, creating a memorable experience for all guests at our extravagant rooftop pool.

As part of our service recovery, we would like to offer you a complimentary room upgrade with breakfast and free access to our rooftop pool on your next visit to our hotel. In addition, we also like to offer free dining package for your children in one of the restaurants in our hotel. Should you have any queries, please do not hesitate to reach us via phone or email. We will be glad to assist you.

Thank you once again for your valuable feedback, Mr Bennert. We hope to have the opportunity to welcome you and your family back again in near future. 

Yours Sincerely,

Ador Ren (Ms)

Quality & Continuous Improvement Manager

(263 words)


Reflection (Interpersonal Communication)

Communication is the base of any relationship. To achieve effective interpersonal communication, it takes a lot of dedication and effort. The willingness where one is able to share his or her time and attention may be the most important factors, especially when communicating to a friend or loved one.

Last Christmas, a good friend of mine rang me up. To my astonishment, she was crying terribly on the line. When I asked her what has gone wrong, all I could only hear was her cry. Few minutes later, she started speaking and repeatedly saying ‘I don’t want to live anymore’. I immediately rushed to meet her after asking her whereabouts.

As I approached her after alighting from the taxi, I saw her dressed in rugged attire. I almost could not recognize her. This friend of mine came from a very well to do family. Since young, her parents treated her as a gem and provided her whatever she desired for. However, life took a turn for her family. Her dad, unfortunately, faced with a severe business failure and had to declare bankrupt few weeks ago. My friend was at her wits end. Her family’s turmoil has greatly affected her emotionally that she wanted to take her life.

My heart went out to her as she poured her heart out to me. Though I offered her my fullest attention and time, she kept looking to her phone and could not stop texting. At that point in time, I thought to myself and wondered if she had other friends to talk to too, why did I rush to meet her in the midst of my Christmas celebration just to ensure her safety? My heart sank. This went on for an hour and I felt I had not been of much comfort to her.

What then should I have done to avoid miscommunication?

{5th March 2017: Reflection on reflection in comment box – Thomas Kilmann Conflict Mode Instrument}

Personal Branding

How do I value myself? What do I see in myself that differentiates from others? These are some of my thoughts when establishing my own brand. Personal branding plays an integral part of our lives. The impression others would view us will be based on our own brand, and ultimately depends how much we value ourselves to becoming who we are today. This process, of course, takes time and conscientious effort in developing and managing our own image.

I like to see myself as someone who is adaptable to changes. For instance, the activities I participated in class require me to have a high level of team bonding and interaction among my classmates. There were opportunities for me to lead the team and there were times where I took a step back and allowing my classmates to lead in our group projects or activities. This in turn has allowed me to manage my communication expectations, in the form of a leader as well as a follower.

There is no doubt that being a leader is wonderful. Though I agree that a title to our name validates who we are, in my opinion, it does not exactly define who and what we really are. Being either a leader or a follower does not define who I am, and because I know my worth, I can take a step back and allow others to shine as a leader too. Thus my capability in adapting to changes between both roles has also enhanced my relationship building and rapport with my team members through various communication styles.

As we value more of ourselves, I am certain there are plenty of open doors awaiting for us. With all that being said, I am grateful for the learning and self-improvement opportunities every single day. After all, I believe our personal growth and journey aids in establishing our individual brand and image.

I trust that you, the reader, would enjoy my writing 🙂 Cheers to greater purpose and success in life!