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Join Date: 10 Oct 2002 Location: In front of my ASUS F8V notebook!
Posts: 33,137
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Got this from an e-mail.  Quote:
Thought you might all enjoy this.
I think this covers call handling, Incident Management, Problem Management, Change Management, Release Management, Capacity Management, Availability Management, Service Level Management and Service Improvement at one fell swoop…
Enjoy
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The following letters are taken from an actual incident
between a London hotel and one of its guests. The hotel ended up submitting
the letters to the London Sunday Times.
Dear Maid,
Please do not leave any more of those little bars of soap
in my bathroom since I have brought my own bath-sized Imperial Leather.
Please remove the six unopened little bars from the shelf under the medicine
chest and another three in the shower soap dish. They are in my way.
Thank you,
S. Berman
---------------------------------------------
Dear Room 635,
I am not your regular maid. She will be back tomorrow, Thursday, from her
day off. I took the 3 hotel soaps out of the shower soap dish as you
requested. The 6 bars on your shelf I took out of your way and put on top of
your Kleenex dispenser in case you should change your mind. This leaves only
the 3 bars I left today which my instructions from the management are to
leave 3 soaps daily. I hope this is satisfactory.
Kathy, Relief Maid
------------------------------------------------
Dear Maid
I hope you are my regular maid. Apparently Kathy did not tell you about my
note to her concerning the little bars of soap. When I got back to my
room this evening, found you had added 3 little Camay's to the shelf under
my medicine cabinet. I am going to be here in the hotel for two weeks and
have brought my own bath-size Imperial Leather, so I won't need those 6
little Camay's, which are on the shelf. They are in my way when shaving,
brushing teeth, etc. Please remove them.
S. Berman
------------------------------------------
Dear Mr. Berman,
The assistant manager, Mr. Kensedder, informed me this morning that you
called him last evening and said you were unhappy with your maid service. I
have assigned a new girl to your room. I hope you will accept my apologies
for any past inconvenience. If you have any future complaints, please
contact me so I can give it my personal attention.
Call extension 1108 between 8AM and 5PM.
Thank you.
Elaine Carmen, Housekeeper
---------------------------------------------
Dear Miss Carmen,
It is impossible to contact you by phone since I leave the hotel for
business at 7:45 AM and don't get back before 5:30 or 6PM. That's the reason
I called Mr. Kensedder last night. You were already off duty. I only asked
Mr. Kensedder if he could do anything about those little bars of soap.The
new maid you assigned me must have thought I was a new check in today, since
she left another 3 bars of hotel soap in my medicine cabinet,along with her
regular delivery of 3 bars on the
Bathroom shelf.
In just 5 days here I have accumulated 24 little bars of soap.
Why are you doing this to me?
S. Berman
----------------------------------------------
Dear Mr. Berman,
Your maid, Kathy, has been instructed to stop delivering soap to your room
and remove the extra soaps. If I can be of further assistance, please call
extension 1108 between 8 AM and 5PM.
Thank you,
Elaine Carmen,Housekeeper
-----------------------------------------------
Dear Mr. Kensedder,
My bath-size Imperial Leather is missing. Every bar of soap was taken from
my room, including my own bath-size Imperial Leather. I came in late last
night and had to call the bellhop to bring me 4 little Cashmere Bouquets.
S. Berman
-------------------------------------------------
Dear Mr. Berman,
I have informed our housekeeper, Elaine Carmen, of your soap problem. I
cannot understand why there was no soap in your room since our maids are
instructed to leave 3 bars of soap each time they service a room. The
situation will be rectified immediately. Please accept my apologies for the
inconvenience.
Martin L. Kensedder
Assistant Manager
--------------------------------------------------
Dear Mrs. Carmen,
Who the hell left 54 little bars of Camay in my room? I came in last night
and found 54 little bars of soap. I don't want 54 little bars of Camay. I
want my one damn bar of bath-size Imperial Leather. Do you realise I have 54
bars of soap in here? All I want is my bath-size Imperial Leather.
Please give me back my bath-size Imperial Leather.
S. Berman
---------------------------------------------------
Dear Mr. Berman,
You complained of too much soap in your room, so I had them removed. Then
you complained to Mr. Kensedder that all your soap was missing, so I
personally returned them The 24 Camays which had been taken and the 3 Camays
you are supposed to receive daily. I don't know anything about the 4
Cashmere Bouquets. Obviously your maid, Kathy, did not know I had returned
your soaps, so she also brought 24 Camays plus the 3 daily Camays. I don't
know where you got the idea this hotel
issues bath-size Imperial Leather. I was able to locate some bath-size Ivory
which I left in your room.
Elaine Carmen Housekeeper
---------------------------------------------------
Dear Mrs. Carmen,
Just a short note to bring you up-to-date on my latest soap inventory. As of
today I possess:
On the shelf under the medicine cabinet - 18 Camay in 4 stacks of 4 and 1
stack of 2.
On the Kleenex dispenser - 11 Camay in 2 stacks of 4 and 1 stack of 3.
On the bedroom dresser - 1 stack of 3 Cashmere Bouquet, 1 stack of 4
hotel-size Ivory, and 8 Camay in 2 stacks of 4.
Inside the medicine cabinet - 14 Camay in 3 stacks of 4 and 1 stack of 2.
In the shower soap dish - 6 Camay, very moist.
On the northeast corner of the tub - 1 Cashmere Bouquet, slightly used.
On the northwest corner of the tub - 6 Camays in 2 stacks of 3
Please ask Kathy when she services my room to make sure the stacks are
neatly piled and dusted. Also, please advise her that stacks of more than 4
have a tendency to tip. May I suggest that my bedroom window sill is not in
use and will make an excellent spot for future soap deliveries. One more
item, I have purchased another bar of bath-size Imperial Leather which I am
keeping in the hotel vault in order to avoid further misunderstandings.
S. Berman
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12th Feb 2005, 04:48 PM
