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[The Company]  [Letters]

Mr. Bob Lewis
Travel Express International
5430 Jimmy Carter Boulevard
Norcross, GA 30093

Dear Mr. Lewis,

I know often it is easy to call and demand attention to certain matters and issues at hand, and yet, just as often once the matter has been resolved a simple thank you is said, and the situation is forgotten. No other thought given to the matter.

I know that words of appreciation are valued, and probably heard often, but never by the right individuals. I want to bring to your attention the prompt response I received from one of your employees, Kevin Carter.

I called Tuesday, February 23, 1999 (late afternoon) and left Mr. Carter a message requesting a status update on my reservation #614688. When I came into the office Wednesday morning, I made it a point to call first thing in the morning and left a second message. I wanted to make sure Mr. Carter received my message. I received a call from Mr. Carter with a status update within a couple of hours. He explained to me that my reservation status was still pending. Currently, I am in the transition of changing positions within my company and need to report to both my current and future supervisors any vacation days I will be taking. I explained this to Mr. Carter and he promised to follow up and return my call later in the day with hopefully more solid news. Later in the day, (close to 4:00 p.m.) Mr. Carter contacted me and explained to me that I was his next assignment. He promised to contact me by early afternoon Thursday with a resolution, since I was going to be unreachable the rest of the day.

I received a call from Mr. Carter on Thursday, February 25, 1999 at 12:45 p.m., he informed me that all three locations, Howard Johnson, Ft. Lauderdale, Discover Cruise Line, and Flamingo Bay, Bahamas confirmed my reservations. I do not think words can express my relief and excitement upon receiving this news.

Nowadays, it is difficult to find conscientious workers who are willing to take the extra step to get the job completed, and in this case, this is the kind of service I received from Mr. Carter. He should be commended for his excellent customer service skills and his ability to meet the needs of customers, such as myself. Mr. Carter was able to assess the situation, make good judgement and resolve the matter at hand within a short period of time.

It is experiences such as the one I shared with Mr. Carter that bring customers back for more business and cause them to refer your services to others. Because of this type of service I look forward to doing more business with Travel Express International and will not hesitate to refer you to my friends and associates.

Thank you for such a pleasant experience.

Sincerely,

Monica Davila
Customer

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