Apology

Dear Ms Shapur,

First I want to thank you for your letter, as it is important for me to get honest feedback, to improve my company.
I was sorry to hear that your visit to the Heritage MuseumCoffee Shop was such a bad experience. Please accept my sincere apologies for all the inconveniences you had to endure. I can assure you those circumstances are very untypical.
The main reasonfor the long queue is a shortage of staff we had to transact, because of the shrinking number of visitors due to the economic crisis. Instead we had to employ inexperienced staff which was a lotcheaper. Additionally we have to cope with a aggressive flu paralyzing our personnel and of course some staff members are on holiday. Furthermore this time of the year is a very busy period and wehave more customers than we can cope with due to our lack of staff. This also explains the lack of food, as we don´t have enough experienced personnel to prepare the food.
I have thoroughlyinvestigated your complaint and I will personally make sure that action will be taken. I have already spoken to the manager of the Heritage Museum Coffee Shop and informed him about your complaint. Moreover I´m going to send one of my investigators to the Coffee Shop and he will teach the staff in terms of cleanliness and customer care. He will also detect if there is a staff member who doesn´twork properly despite knowing the rules of customer service. If that´s the case I´m going to discharge this person. Besides he will make sure that the delivery of groceries is always on time andin a fresh condition. To be totally sure about the conditions in this Coffee Shop I will personally visit it as a customer and make sure the service on a high quality level.
As an apology to youpersonally, I´m sending you a voucher for a free meal and a bottle of wine with this letter. In hope for improvement and a more agreeable next stay at our Coffee Shop.

Yours sincerely,