Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

تمرين 3

As the manager of SunFun Resort at Wrightsville Beach, NC, you're going to have to say no to a customer's request for a partial refund (see case #18 under "Indirect Claims"). Under corporate policy, you're allowed to give refunds at your discretion if the hotel has made a mistake or a mishap has occurred, but not if the pool goes out. As an outdoor facility, the pool is not considered a core service, and you can't guarantee that it will be open during any given guest's stay, just as you can't promise that the weather will be pleasant. Also, when something goes wrong in a guest room, your repair staff can correct it or the guest can be moved to a different room; but when the pool goes out, you're at the mercy of the pool contractor and the supplier of the parts. Thus, while you do your best to keep the pool open, you can't take responsibility when it has to be closed for a period of time, and giving refunds for such periods would be costly to your business.
Write the customer to say that you can give a $100 discount on his next stay of two nights or more at one of your properties. Fortunately, there is a SunFun Resort in Traverse City, MI. While it's unlikely the customer will return to Wrightsville Beach any time soon, the resort in Michigan would be relatively near anywhere he lives.