Your assignment is to create a crisis action plan and compose a positive reply to send to Mr. Ward to handle this bad news situation.
Go to Persuade Café using this site: Colonnade Hotel and Resort (Responding to a Customer Complaint). Read the information found on this home page, Mr. Ward's Email, the TripAdvisor Review, the Tweet, and the YouTube Video found in Tabs at the top of the page.
Begin with a title page.
Create a two- to three-page paper showing your crisis action plan to handle this situation.
Prepare an email response to Kevin Ward's email.
End with a reference page citing the research found on the above website pages.
Assignment
Write an email response to Mr. Ward. In your message, you will want to acknowledge and apologize for the incident and invite his family to return to the hotel.
If done well, your email will encourage Mr. Ward to post an update on TripAdvisor that presents Colonnade Hotel and Resort in a more positive light.
You might consider how much detail to provide about the overbooking policy. Regardless of your rationale, overbooking may be difficult for even the most agreeable customer to accept.
Attachment:- Scenario.rar