Band 8+: You are the manager of a restaurant that has received a letter of complaint 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 this letter to express my sincere apology for the bad experience you have faced from one of our organizations.

My name is David Cuban, the manager of the restaurant. Since receiving your complaint letter, I have not been able to not to think of it. I understand your discomfort and feel so sorry about it. Like you, I cannot accept a rude attitude towards customers, especially since we are in the customer service sector. His unprofessional manner may ruin our reputation as customer satisfaction is our ultimate goal.

I have checked the CCTV camera and spoken to the staff who misbehaved at you and warned him not to repeat it. We promise you that this kind of unsatisfactory service will not happen again. Furthermore, we are going to train our team members in order to ensure our customers will be happy and acquire comfortable experiences during the period they spent to our restaurants.

As the mistake was caused by our organization, I would like to invite you to a free dinner for four people at our restaurant as our apology. Please give us your date and time beforehand so that we can prepare better.

Once again, on behalf of all our staff, I would like to say sorry and hope to receive your continuous support.

Yours sincerely,