Complaint Handling In Tourism Sector


No matter how well prepared you are there is always the potential for something to go wrong.  The way you and your personnel handle complaints can be the determining factor in turning a “disaster” into a “success.”  Tourism & More  offers the following ideas on handling complaints:


1. Listen.  When a visitor is angry or upset allows the person to know that he/she is being heard.  Prepare your personnel to listen and to handle each complaint as if it were the most important part of their day.


2. Understand.  Make sure personnel have a full understanding of the complaint.  Prior to responding to the complaint they need to determine the exact nature of the complaint.  Personnel should try to focus in on the main context of the complaint, and not be diverted by side issues.


3. Take Action.  The visitor should see that he/she matters, and that you seriously consider their complaint.  Make sure the upset visitor knows exactly what can or cannot be done, and what he/she may expect as a form of recompense.  If the problem cannot be solved, immediately tell the visitor approximately how long it will take to find a solution.  Often something as simple as an inexpensive complimentary gift or some special attention from the manager or boss can turn a negative situation into a positive one.


4. Learn.  Every complaint and/or complainer provides a the tourist professional with a learning experience.  Have your personnel share with colleagues what things went wrong, and the steps they took to correct the situation.  Keep records of past complaints, not only for in-house training purposes, but also as a guide of future problems to prevent.


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