Complaint Question Medley
A customer complaint can be made either __________ or in writing.
orally
Never give any promise which you cannot maintain. Also, do take follow up steps. Whenever a guest comes to you with any complaint then responsibility puts on your shoulder. Even you are not engaged with the complaint but you have to take regular follow up to finish the circle. Here circle means from where the complaint has been started, finishes at that point.
10. Be Honest
The success of professional tour guiding and of each tour is _______ ____ ________.
knowing your customers
3. Expectations vs. Reality
Gather details from the customer
1. Assess the situation
What is a customer complaint?
a) A request for a refund
b) An expression of dissatisfaction with a product or service
c) A way for customers to get discounts
d) A positive review of a service
b
Even if your guest is wrong then do not directly make him wrong. Logically explain why you cannot fulfill his demand. This will represent that you are really caring about your guest as a person and this will make your guest comfortable and be friendly to you.
9. Not Try to Make your Guest Wrong It is told that guest is always right.
As tour guides we are the first _____ __ ______ for our guests.
point of contact
Poor communication, unfriendly attitude
1. Service-related issues
Fix the issue immediately if possible
Offer solutions
Why is it important to handle customer complaints properly?
a) To avoid talking to customers
b) To improve long-term customer loyalty
c) To ensure the customer never complains again
d) To make the customer apologize for complaining
b
No guest will love to pay to lis ten at your excuses. There are some common excuses like “today we are short of staff”, “we are very busy” etc. Each of the guests wants full attention to him. So for any reasons, even if it is logical, you should not try to get sym pathy for that. Excusing is not the proper ap proach rather try to explain. If you are short of staff explain it and show possible ways to solve it. From when you are selling your ser vice from then it is your responsibility to be prepared for everything.
8. No Excuse
Ensuring and safeguarding diversity includes accepting and respecting as well as ____________.
accommodating
Delays, cancellations, organization failures
2. Logistical problems
Involve management if necessary
3. Escalate when needed
"I suggest you leave it with us, and we’ll see what we can do" is a way to take action on a complaint.
true
Just think in a logical way. Why guest become frustrated? Is it because of you? No. He is mad at the situation not at you. There is no personal clash. He is paying for having good services and as he is not satisfied so he has the logical point to complaint. It is your duty to react professionally. But yes, if guest becomes so aggressive that security measures need to be taken then don’t hesitate.
4. Remain Calm
Types of customers who are within the organization providing service to colleagues and supervisors.
internal customers
Lost items, security, health risks
5. Safety concerns
Ensure customer satisfaction
Follow up
The way a complaint is handled affects customer __________ and loyalty.
satisfaction
All are your colleagues who are working as your team member and blaming each other will violate your team goal. In spite of blaming others take responsibility on your shoulder if possible to handle the complaint or call the proper person to deal with the situation but do not finish your job by just blaming others.
7. Never Blame Others
Types of customers that are called guests, visitors, Participants, travelers, tourists, existing customers, new customers, Etc.
external customers
Weather, crowding, accessibility
4. Environmental factors
Name the 4 steps to resolve complaints
1.
2.
3.
4.
1. Assess the situation
2. Offer solutions
3. Escalate when needed
4. Follow up