I liked how you were so specific in your opening sentence about the event. You gave a sufficient explanation for the delays and cancellations and seemed sincere in your apologies. In your opening paragraph you did a good job of showing understanding and making the customers feel important. It seems like you were trying to regain their trust in the second paragraph, which was good. Letting the customers know that what they went through was unacceptable to you, a JetBlue employee will make them feel confident in your service in the future. I really liked that you gave them the website where they could find the Bill of Rights and let them know that the mistake will not be repeated. However, you could make it a little more personal. I would suggest using the word you a little more. After what Mr. Smith went through with the hostage crisis, you don’t want him to feel as if you have sent him the same letter you sent to everyone else and just changed the name at the top.
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Comment
I liked how you were so specific in your opening sentence about the event. You gave a sufficient explanation for the delays and cancellations and seemed sincere in your apologies. In your opening paragraph you did a good job of showing understanding and making the customers feel important. It seems like you were trying to regain their trust in the second paragraph, which was good. Letting the customers know that what they went through was unacceptable to you, a JetBlue employee will make them feel confident in your service in the future. I really liked that you gave them the website where they could find the Bill of Rights and let them know that the mistake will not be repeated. However, you could make it a little more personal. I would suggest using the word you a little more. After what Mr. Smith went through with the hostage crisis, you don’t want him to feel as if you have sent him the same letter you sent to everyone else and just changed the name at the top.