Dealing with written complaints

The topic we're dealing now is related to complaints and apologies.
Guests and tourists are likely to complain about many different things and the hotel staff or the staff at any other tourist service will surely have to apologize for the inconvenience the customer experienced.
In some cases, the staff may deal with the apologies and will find a solution to the guest in person, face to face.  So, everything will be done in a spoken format.
In some other circumstances, it will be necessary to manage the situation in written format.

In the documents below you'll find information and actitivites to practise dealing with complaints in written format.  You must complete all the tasks, except the ones that contain activities for listening.

LETTERS OF COMPLAINT
LETTERS OF APOLOGY
DEALING WITH COMPLAINTS

New links:

LETTERS OF COMPLAINT
LETTERS OF APOLOGY 
DEALING WITH COMPLAINTS