Writing Part 2.1
From: Customer Care Team, SwiftNet Home Broadband
Subject: Your recent support request
Dear Customer,
Thank you for contacting SwiftNet about the service disruption you reported. We aim to provide a reliable connection and helpful support.
Firstly, we would like your feedback on our technical support agent. Did they handle your case effectively? (1)
Secondly, please tell us about the reliability of the service after the call. Has the problem been resolved? (2)
Finally, we would appreciate any suggestions on how we could improve the experience for customers in similar situations. (3)
Kind regards,
SwiftNet Customer Care
Your notes
- Agent: was friendly but kept reading a script; didn’t listen to the details
- Connection: improved for one day, then the same dropouts returned in the evening
- Suggestions: offer a clear escalation option + send written steps by email + provide realistic timeframes
Writing Part 2.2
From: Guest Relations Manager, Riverside Hotel
Subject: Feedback about your recent stay
Dear Guest,
Thank you for staying at Riverside Hotel last weekend. We hope you had a pleasant and comfortable visit.
Firstly, we would like your feedback on the room you were given. Was it clean, quiet and suitable for your needs? (1)
Secondly, please tell us what you thought about the breakfast service. Was the quality and organisation satisfactory? (2)
Finally, we would appreciate any suggestions on how we could improve the experience for future guests. (3)
Kind regards,
Riverside Hotel Guest Relations
Your notes
- Room: clean and spacious, but noisy because it was next to the lift
- Breakfast: good food, but long queues and not enough staff
- Suggestions: offer quieter rooms when available + improve breakfast organisation + add more staff at busy times
