how do tour guides handle tourists' complaints

Xiao Li, a tour guide of p>XX International Travel Service, took an overseas group to the seaside of B city for a holiday and stayed in a hotel in B city. At noon that day, when tourists came back from the beach for dinner with great interest, a tourist found a bug in the food served in the restaurant. Suddenly, a table of tourists lost their appetite and some felt sick. The tourists immediately found the tour guide Xiao Li and complained angrily to him, asking for a change of restaurant. In the face of angry tourists, the tour guide Xiao Li first apologized to all the tourists on behalf of the travel agency and the hotel, and then quickly went to the restaurant manager of the hotel to reflect the situation to him and put forward suggestions to solve the problem. The manager of the catering department made a sincere apology to the tourists on behalf of the hotel. At the same time, the waiter quickly removed the dish, and in order to apologize, he also added a local specialty to the tourists. Faced with the sincere and positive attitude of the tour guide Xiao Li and the manager of the catering department, the tourists forgive the mistakes of the hotel restaurant and no longer ask for a change of restaurant. (Comment, Handling) In this case, the tour guide Xiao Li handled the complaints of tourists in a timely and appropriate manner, which made an accident that might have caused trouble to the travel agency and brought economic losses to his partner, the hotel, resolved in time. It can be seen that whether the tour guide handled the complaints correctly or not is of great significance. Tourists' complaints may sometimes be made directly to tour guides, sometimes to travel agencies, and in serious cases, to tourism administrative departments or consumer associations. Professor Qian Wei said in the article "Information from PATA”97 Annual Meeting": "Only 4% of dissatisfied customers will complain; For every complainant, 26 customers will leave you with discontent-say nothing. 65% of these dissatisfied customers will never come back to use your service. " The article also said: "It is a little gratifying that if the complaint is handled properly, 67% of tourists will come back to continue to use your service, which is the result of a survey conducted by a big airline." Will you be indifferent to complaints as a tour guide? Isn't it crucial to handle complaints correctly? Then, how should tour guides accept and handle complaints? First of all, when accepting complaints, tour guides should follow the following four principles: 1. Complaints should not affect the attitude of tour guides towards tourists who complain and other tourists. When dealing with complaints, no matter who the object of complaints is, or even the tour guide himself, the tour guide should take a positive attitude, pay attention to his words, gestures, expressions, etc., and regard the successful handling of complaints as his unshirkable task. As a tour guide, it is good to be able to work under smooth conditions, but you should be better at working under the adversity of failure. The tour guide should thank the tourists for any complaints. Because the complaint itself shows that despite the failure, tourists still trust the tour guide. The tourists did not lose heart because of this, and showed indifference and disregard to the tour guide. 3. Handling complaints successfully means solving problems smoothly under difficult circumstances. Tour guides should handle the complaints of tourists in the shortest possible time, so that disappointed tourists can get satisfactory answers. Even if the tourist's complaint is unreasonable, the tour guide should strive to win over the tourist, and at the same time, try to make the tourist understand why his complaint is wrong. Secondly, when dealing with tourists' complaints, tour guides should follow the following steps: 1. Contact with disappointed tourists. Here, it is very important for tour guides to take a positive attitude and adopt appropriate methods. If conditions permit, individual contact should be made in a quiet room with the door closed as far as possible. 2. Listen and understand. The statement made by dissatisfied tourists may be insulting, not objective, not so specific and difficult to understand, but it may also be specific and objective. Tour guides should listen to the tourists' statements and correctly understand what they say, and try to make the tourists complain more specifically. If it is impossible to talk because of the excitement of tourists, the tour guide should be considerate of him and suggest that tourists find another time to talk again to ease the atmosphere of the conversation. 3. Grasp the core content of the complaint. Tour guides should strive to make tourists' complaints objective, realistic and specific. Tour guides should grasp the core of tourists' complaints and clarify the facts by asking some questions. In addition, tour guides should summarize and repeat the contents of tourists' complaints to see if their understanding is consistent with tourists' complaints. 4. Analyze and evaluate tourists' complaints. Tour guides think and analyze tourists' complaints and judge whether the service defects complained by tourists really exist. If it does exist, the tour guide should take a positive attitude and promise the tourists to solve it as quickly as possible. 5. Compare various solutions. Compare and judge, and determine the best scheme. If you still need to consider it, you should tell the tourists why you can't make a final decision. 6. Inform the tourists of the decision. The tour guide should consider the best way and method to inform the tourists of the decision. The correct ways and means can convince tourists that the decision made by the tour guide is a correct one. 7. Check afterwards. It is very beneficial if the tour guide pays proper attention to the disappointed tourists after successfully solving the problem. In this way, the tour guide doesn't have to spend money, just spend some time to understand the effect of his actions. 8. Record the situation and solutions in a notebook, which is very beneficial for accumulating experience and improving the work.