The paper explores, analyzes and probes ways of responding to criticism of a tourism
Company both publically and privately. The paper dwells into the art of handling and
reacting to negative comments and feedback in a very subtle and professional manner. It
examines the thin line of difference between public and private responses.
Public Response
Hello Mr. Eric,
Thanks very much for your valuable and precious feedback. I am sorry to hear that
you were not completely happy with your experience with us. We definitely appreciate
every kind of criticism and suggestions about our services and our company from our
highly valued customers, like you. We endeavor to improve services continuously based on
I apologize on the behalf of my management and my staff about the inconveniences you had
the class buses which are serviced and cleaned on regular basis. It is really disheartening to
know that you found our buses unclean and filthy, as you described. I assure you that I will
probe the issue personally and that it will be fixed as soon as possible, whatever it may
take.
Our customer care staff is trained to be very hospitable to the guests and to listen to each
concern or problem they voice. I was pained to listen about the cold attitude of our staff
towards the issue. Our company has always stood for Quality, hospitality, integrity and top
make sure that every moment you spend with Grand Canyon is remembered and long
cherished for.
I would really like the opportunity to discuss this with you further so we can get to the
bottom of it. Our company would do anything and everything possible to put the things in
place. I would love you to give us a second chance and I would personally ensure that you
are looked after.
Best Wishes,
Joe,
Public Relationship Manager/ Grand Canyon Tour Company
Private Response
Hello, further to my public comment, I know you were seriously let down by our services
but I would really like the opportunity to show you the kind of services we normally
provide and are loved for. I personally looked after each and every problem and complaint
you mentioned in your feedback and have made sure that none of our esteemed guests has
Our customer support staff has been retrained and instructed to be more considerate and
Warm. I assure you that we constantly strive to take utmost care of our guests and always
try to make sure that they experience exceptional and incredible services. Our guests are
our strength and we vale them a lot.
I, once again, on behalf of Grand Canyon express heartful apology. Though we cannot
amend or change what happened, I would still like you to try one of tours offered by our
company so that you can experience what Grand Canyon stands for and the extent of the
implementation of all the things you mentioned in your review.
We would therefore like to invite you back for a complimentary tour anytime in the next six
months. I promise that you would not be disappointed. We are committed to our clients
and we want to rectify whatever happened last time.
Please quote your email when booking for the complimentary tour. You many also contact
me for the booking and I would ensure that you have an amazing experience. I promise, you
would be all smiles when you return from this tour.
Best Wishes,
Joe,
