(1) Handling of tourism complaints [1]
Tourism complaint refers to the behavior that tourists, overseas travel agencies and domestic tour operators complain to the tourism administration department in written or oral form to protect their own and others' legitimate rights and interests, and ask for treatment.
1. Reasons for travel complaints
In the process of tourism service, the reasons for complaints are varied, but they can be mainly summarized into two aspects: first, the subjective problems of the staff, mainly manifested in disrespect for tourists, lack of enthusiasm, careless explanation, perfunctory work, and inability to respond to the reasonable demands of guests in time; Second, the problem of objective conditions, mainly manifested in the accommodation conditions inconsistent with the contract, some unreasonable fees, some unsatisfactory facilities during the tour, poor traffic, or problems caused by tourists' own personality habits.
2. Motivation of travel complaints
From the psychological point of view of tourists' complaints, there are mainly the following situations: first, I hope the travel agency can further improve the shortcomings in its work and put forward its own rationalization suggestions to the travel agency with its own personal experience; Second, in order to gain respect, I expressed my dissatisfaction with the unfair treatment I received during my trip, hoping to attract the attention of travel agencies; The third is to vent and achieve psychological balance; The fourth is to ask for compensation to make up for the losses during the trip.
3. Handling of tourism complaints
Handling travel complaints is one of the important contents in the after-sales service of travel agencies. Whether tourist complaints are handled properly will directly affect the reputation of travel agencies. Experienced travel agency managers often attach great importance to tourists' complaints, because the problem with the most complaints is usually the weakest link in service quality. Travel agencies should pay attention to the following aspects when dealing with travel complaints:
First, attach great importance to it and treat it equally. No matter how big or small the tourists' complaints are, we should pay enough attention to them. Because in the eyes of tourists, as long as the complaint is not an ordinary minor problem, they all hope that the travel agency can have a serious and responsible attitude first. In addition, all tourists who complain should be treated equally, and people should not be judged by their status, money, appearance or skin color.
Second, listen carefully and listen patiently. If you encounter a verbal complaint from a tourist, no matter how bad the attitude of the other party is and how fierce the words are, you should patiently let the other party finish, don't interrupt the other party, don't rush to explain, and don't quarrel with the other party. In the process of receiving tourists' complaints, the receptionist should always smile and make records. When the guests have finished speaking, most of their anger will disappear, and then the problem will be solved.
Third, we should respect our guests and find out the facts. Travel agencies should promptly investigate and understand after receiving complaints, and important complaints must be reported to superiors. In the process of handling, we should pay attention to maintaining the self-esteem of the guests. Even if the guests make unreasonable demands or have misunderstandings, they should pay attention to using flexible language to make euphemistic explanations, and can't contradict the guests face to face.
Fourth, we should actively reflect and respond quickly. In response to passenger complaints, travel agencies should take corresponding measures to deal with them in time and respond quickly. If you can't answer the questions immediately, you should clearly answer the specific time of the guests and deal with them quickly without delay. In the process of reply, you should explain the treatment process and results in detail to the guests and thank them for their criticism.
Fifth, we should put it on record and actively improve it. Record the problems complained by the guests and the handling results for reference when necessary. In response to complaints, travel agencies should actively carry out rectification to reduce the occurrence of similar situations in the future.
(B) After-sales information tracking
After-sales tracking is a process in which the travel agency collects and sorts out the information of tourism service quality after tourists consume the tourism service provided by the travel agency. It is an important part of the after-sales service of travel agencies, and the common forms are greeting calls and consultation sheets.
1. Greeting phone number
The day after the tourists returned home, the travel agency called the guests to express their greetings. Greeting calls usually make guests feel that the after-sales service of the travel agency is thoughtful and full of human feelings, and draw a warm end to a successful journey. The travel agency can know the guest's itinerary through the greeting phone, grasp the possible troubles and complaints in time, take the initiative to deal with them and solve the problems as soon as possible. Good communication and timely handling of problems can help travel agencies attract more tourists.
2. Consultation Form
After the trip, the travel agency can track and feedback information by sending an opinion form to each guest. The consultation sheet can not only convey greetings to the guests, but also allow them to express their opinions and suggestions on the trip. The consultation form should be designed reasonably, which is convenient for the guests to fill in and attached with a self-addressed envelope, which is convenient for the guests to reply and improve the recovery rate.