• Internal Code :
  • Subject Code : SITXCCS006
  • University : Brighton College
  • Subject Name : Customer Service

Customer Service Report


The number of complaints and feedback received by Bridge Hotel were three each during the four months’ time period July to September. This report discusses the analysis of the feedback and complaints received by the Bridge Hotel. Moreover, it discusses the recommendations to improve the customer service delivery for Bridge Hotel.

Analysis of Feedback

Customer service is the most essential aspect that a business must focus on in order to thrive for long term. For hotels, customer service can be defined as the care offered to customers by hotel staff all the time that means before, during, and after their stay n hotel. Every hotel must have policy to welcome the feedbacks and complaints so that it could improve on its weaknesses. In the case of Bridge Hotel, its feedback register shows that there were three feedbacks and complaints each for the different events. One positive feedback was received on June 12 related with a wedding event.

That feedback was that the wedding was beautiful but it would be nice if he met chef who made food on the event so that he may congratulate or can say thanks to him. The negative side of feedbacks was about the less quantity of food and lack of suitable information on menu regarding the gluten free meals. Furthermore, two complaints were related to the hotel dinner that food portions were too small, and customers had to wait for 3 hours for their food. One complaint was related to a conference event that the clients did not get their food served on time. After reviewing all the feedbacks and complaints, it can be concluded that the entire issue was of customer service in a responsible manner. The hotel must understand this issue seriously and must improve its customer service for retaining the customers for long run.

Potential Actions to Address

The possible actions to address can be as follows:

  • It must have the policy of first come first serves so that customers need not to wait for long hours.

  • It must provide proper training to their staff about the objectives of business and the ways to achieve them. Education them about the techniques of ethical customer service.

  • Listen to each and every customer

  • Practice empathy

  • Design an appealing menu for the customer displaying all the information in well-mannered way.


The most recommended actions that bridge hotel must take on immediately is to improve its customer service by focusing on its personnel and train them properly. The hotel should make them competent to handle any customer in any situation in the best way possible.

Email to Hotel Manager


The Hotel Manager

Dear Sir

This email is written to bring to your notice that the hotel has received certain feedbacks and complaints about the customer service. Most of the feedback and compliant are related with wait for long hours for getting food, less quantity of food, improper menu, and more. The possible action that I would like to suggest to improve the customer service is to train the staff members for the best customer service so that complaints could not occur in future. There must be a policy of first come first served. Moreover, there must be a sense of empathy while talking to each customer. Please find attached the customer service report for your perusal.

Thanks and Regards

Head Chef

Remember, at the center of any academic work, lies clarity and evidence. Should you need further assistance, do look up to our Customer Relationship Management Assignment Help

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