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Cretarola's Response Analysis

Decent Essays

Reading 1 Cretarola’s response is not wise in appeasing an upset customer because he uses sarcastic tone throughout his response, which makes the response sounds unapologetic. For example, from the beginning to the end of his response, he does not apologize and denies all Claire’s criticisms. He starts the response by describing peppers that has become one of the hygiene issues and then continues sarcastically says “as you then proceeded to have an entire meal” because the customer still ate the peppers. Cretarola continues his dissatisfaction by reminding the customer that the staff did give explanation about the mural and saying sarcastically, “did you forget this or was it another “omission”?” The sarcastic tone in the response shows that Cretarola responds to the review emotionally and unapologetically. Had Cretarola based his response with apologizing and explaining the situation rather than upholding the …show more content…

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