What enlightenment does this case have for tour guides? How to prevent such complaints from tourists?

(A) a serious understanding of 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 reasons why tourists complain about scenic spots, so as to predict possible problems in advance, pay attention to the departments and links that will make tourists dissatisfied, minimize complaints from tourists, and strive to prevent problems before they happen. 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.

(2) Carefully analyze tourists' complaints.

Knowing and understanding tourist complaints is helpful to correctly handle tourist complaints. Tourists' complaints mainly include: seeking respect, seeking stability and seeking psychological compensation.

(3) Steps for accepting complaints

Accepting complaints is the external motive force to solve problems and promote the development of scenic spots, and it is the direction for the improvement and 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.