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Sample 1 – Car Rental AgencyAt this time when the news is dominated by Coronavirus, I wanted to personally reach out and let you know that we are vigilantly implementing enhanced protocols to ensure your safety.We are closely monitoring the guidance of the World Health Organization and the Centers for Disease Control regarding the spread of the virus. ?Our focus is to ensure we meet customer needs while doing our part to keep you, our employees, and our communities safe.?Here’s what we’re doing:We enhanced the techniques used to clean our vehicles after each rental. ?In particular, we are paying special attention to interior customer touch points such as seats, steering wheels, door handles and other hard surfaces.We are also cleaning our facilities frequently with recommended sanitizing products.In addition, we are taking steps to ensure the welfare of our employees. ?This includes instructing employees who feel ill to stay home and consult their healthcare providers. ?We are also urging all employees to be vigilant about frequent hand washing.If you have an existing reservation, we look forward to seeing you and want to reassure you that we are doing everything we can to promote a safe and secure rental experience. ?If you need to change a reservation, you can do so without incurring any change fees. ?If you need to cancel a reservation, please know that we are waiving any cancellation fees for Coronavirus-related travel bans.During this challenging time, many people are choosing alternative transportation solutions. ?If you need a rental car, we are here for you. ?For any inquiries, please call us at ( ). ?Your safety is our highest priority and we truly appreciate the trust that you place in our team and our company.Best regards,(name) CEOSample 2 – RetailerTo our customers: The safety of our customers and our associates around the world has always been our first priority. The novel Coronavirus (COVID-19) has likely had an impact on all of us in some way, and we continue to monitor this evolving situation closely. Informed by guidance from federal and state authorities, we are prepared to make real-time decisions for our customers, associates and community. As we learn more each day, we want you to know that we are taking immediate steps to minimize the impact of COVID-19. We are closely following information and guidelines from the Centers for Disease Control and the World Health Organization on steps we can all take to minimize the spread of the virus. As such we have equipped our stores with additional cleaning supplies and hand sanitizer. Our associates have been advised to follow a safety protocol of regular handwashing and ongoing sanitization of surfaces, minimal physical contact and staying home if they feel unwell. We are asking all associates to see medical help if they feel unwell. Pleas know that we still look forward to serving you. If you plan to visit one of our stores, or need any assistance, we encourage you to call an confirm its opening hours, as these may be adjusted locally. At (retailer) we value our long-standing relationships. Please be assured we are doing all we can to support the safety and wellbeing of our customers and associates alike. Sample 3 – Hotel ChainA message from our CEO, (Name)To our valued customers,In these times of uncertainty, we want you to know that the safety and health of guests, employees and franchisees are always a top priority. Now more than ever, our business is you.We understand that with the rapidly changing updates on travel restrictions and cancelled or postponed public events, people are in different places when it comes to doing what is best for them and their families. We cannot stress enough that we believe in responsible and safe travel.Travel is who we are, and it is important to us that you feel confident when choosing and staying with Hotels. That's why we are taking the following precautionary measures to provide peace of mind throughout your travels:Enhanced Cancellation PolicyWhile we offer flexible rates to our guests year-round, we have also implemented an enhanced cancellation policy during this time. Currently, penalty-free cancellations are provided to: Guests residing in China, South Korea, Japan and Italy with reservations at Hotels in the United States and Canada.Guests with reservations at Hotels in China, Japan and Italy.This policy will be in place until March 31, 2020.For travel within the United States or Canada, Hotels is now extending special exceptions for all Advance Purchase Rate non-refundable reservations made directly with Hotels on or before March 10, 2020 for travel through April 30, 2020. If interested, guests holding these prepaid reservations who choose not to travel may opt to receive Loyalty Program points for future travel. Reservations less than $75 total (local currency) receive 5,000 points, $75-$150 total (local currency) receive 7,500 points, and reservations greater than $150 total (local currency) receive 10,000 points. To receive points, you must contact our call center at 1-888-770-6800 more than 48 hours in advance of your stay. Guests who are non-members will need to join the Rewards Program in order to receive points.Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.Environmental Cleaning PracticesAs always, we are committed to upholding the highest standard of cleanliness by continuing to work closely with Ecolab, a global leader in cleaning products. Ecolab has shared best practices and the latest products that may be useful to combat the spread of COVID-19, and we have also provided our hotels with updated sanitation guidelines.More information on our efforts can be found here.As we continue to monitor developments and navigate through these challenging circumstances, we want you to know that you can rely on us always to put your health and safety first. Thank you for trusting in Hotel.We look forward to seeing you again soon.(Name)President & CEOSample 4 – AMTRAKDear (first name), The safety of our customers and employees is Amtrak’s top priority. We are closely monitoring the Coronavirus (COVID-19) and are taking action based on guidance from public health experts. In order to maintain a safe environment and address customer concerns, we are taking measures including: Enhanced cleaning protocols. We have increased the frequency of cleaning service on our trains and at our stations. Additional antibacterial products. We have increased the quantity of sanitizers and disinfectant wipes available for customers and employees throughout our trains and stations. No change fees on booking made through April 30, 2020. We are waiving change fees so you can book travel on Amtrak with confidence, knowing you have the flexibility to change your plans. We have temporarily suspended three trains that operate between New York and Washington (Trains 2401, 2402, 2403) due to lower demand and additional changes to our schedule are under consideration. Amtrak continues to operate 300 daily trains, including more than 100 daily trains on the Northeast Corridor and continues to serve all of our stations. If schedules are modified for any existing reservation, we will contact you to provide an update. We will continue to respond to the latest on COVID-19 with customer and employee safety top of mind. Please visit this page for further information on our efforts, which we will continually update. For additional information about the Coronavirus, visit the Centers for Disease Control (CDC) website. As always, we will strive to create a safe and enjoyable experience for your Amtrak journey. Thank you for being an Amtrak customer. Sincerely, (Name) Chief Marketing and Revenue OfficerKey Takeaways: While these letters may not serve your specific audience, they all have several things in common: Acknowledge the situation. Don’t try to gloss over what is a very sensitive and emotionally charged topic. Offer insight into what the company is doing to protect its key audiences (customers and employees) Provide links to organizations managing the situation (WHO, CDC, local health organizations) Provide information about policies that may impact customers (cancellations, interactions with customers, change in operations, etc.) Reconfirm a commitment to the customer and offer of assistance. ................
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