1. Briefly summarize the complaints and compliments in Dr. Loflin's letter. 2. Critique the letter of Gail...
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2. Critique the letter of Gail Pearson in reply to Dr. Loflin. What are the strengths and weaknesses of the letter?
3. Prepare an "improved" response letter from Gail Pearson.
4. What further action should Gail Pearson take in view of this incident?
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1 Complaints Had to ask repeatedly for such things as salads entrees water rolls and butter Had to wait much too long for cocktail waitresses drinks salads entrees water rolls and butter Had to endure ...View the full answer
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Related Book For 
Service Management Operations Strategy Information Technology
ISBN: 978-0077841201
8th edition
Authors: James Fitzsimmons, Mona Fitzsimmons, Sanjeev Bordoloi
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