Ask for respect

Asking to vent?

Claim compensation

ask for protection

Complaints in tourist attractions refer to a means for tourists to reflect and report problems to scenic spots or higher administrative departments and demand corresponding compensation because of product quality problems and service attitudes. Complaint handling needs to understand the reasons and psychology of tourists' complaints and be familiar with the steps of accepting complaints in order to properly handle complaints.

(1) Seriously understand the reasons for tourists' complaints. The services in scenic spots are rich in content and cover a wide range. Therefore, it is necessary to fully understand the causes of tourists' complaints about scenic spots, so as to predict the possible problems in the service of scenic spots, pay attention to the departments and links that will make tourists dissatisfied, minimize tourists' complaints, and strive to nip in the bud. The main reasons for tourists' complaints about scenic spots are: complaints about the service of scenic spot personnel (poor service attitude, service skills to be improved, etc.). ), complaints about scenic service products (price, quality, service, etc.). ), complaints about the hardware and environment of the scenic spot, etc. ?

(B) A careful analysis of the tourist's complaint psychology and an understanding of the tourist's complaint psychology will help to correctly handle tourist complaints. Tourists' demands mainly include the psychology of seeking respect, stability and compensation.

(3) Implementing the steps of accepting complaints Accepting complaints is the external driving force to solve problems and promote the development of scenic spots, and it is the direction to enhance the development of scenic spots. Tourist attractions should correctly grasp the principle of complaint handling, solve problems sincerely, avoid disputes with tourists, and at the same time, effectively protect the interests of tourist attractions from damage. ?

1, listen to the tourists, keep silent, avoid using excessive language, keep eye contact, and let the tourists feel your listening. ?

2. Apologize needs to come from the heart, show sincerity, and at the same time express sympathy and comfort to the tourists. ?

3. Communicate sincerely with tourists, understand tourists and understand the problems that tourists need to solve. Ask questions in time, get information about the needs of guests, repeat and confirm the problems encountered by tourists in your own words, and make records in time.

4. After clarifying the problems of tourists, it is necessary to look at the problems objectively according to the actual situation of scenic spots and make up for the losses of tourists through compensatory services. Compensatory services usually include: discounts, gifts (including gifts, goods or services), personal contact, etc. 5. The solution of the problem needs negotiation, recognition and confirmation by both parties to form the final solution. When determining the solution to the problem, we should not only safeguard the legitimate rights and interests of tourists, but also safeguard the legitimate rights and interests of tourist attractions. ?

6. Through the follow-up service, visitors can learn more about whether the solutions of tourist attractions are useful and whether there are other problems. If you are not satisfied, you can continue to seek a better solution. The ways of follow-up service usually include: telephone, e-mail, letter, etc. (IV) Handling the aftermath Complainant shall record the whole process of complaint handling, organize the complaint events into reports and file them, make statistics on the complaints, analyze the causes of the complaints, summarize the methods to solve the complaints, especially the causes of typical problems and corresponding solutions, and continuously improve the service level. Scenic service personnel should understand that guest complaints are not absolute nuisances. First of all, the guest's complaint is a trust in you, and I believe you can solve things well. Secondly, guest complaints are a spur to the staff of scenic spots and a sharp weapon to improve service quality. In addition, properly handling complaints can turn complaints into good things and enhance customers' attention.