How does the tourism department handle complaints from tourists in scenic spots?

First, the complaint acceptance method:

sit down

When dealing with customer complaints, try to let the other party sit down and talk, let the other party lower their focus and avoid standing and communicating with the other party. According to psychological research, people's emotional level is directly proportional to the height of the body center of gravity. The higher the center of gravity, the easier it is to get emotional. Therefore, standing communication is often more prone to conflict than sitting communication, and the lower the seat, the less likely it is to lose your temper, so people often say "angry."

When dealing with customer complaints, if the other party is in a high mood, it is useless to put facts and reason, and the other party simply won't listen. The first thing is to let the other person sit down and wait for the other person to calm down before communicating. You can even put several groups of particularly short sofas in the place where you receive complaints. As long as you sit down, you will sink in and feel laborious to get up. Then the customer shrinks, the center of gravity moves down, and naturally it is not easy to get angry.

Feedback listening

And take notes and listen to feedback, that is, take the initiative and pay attention to feedback when listening to each other. According to communication psychology's law, keeping one's expression, language and actions highly consistent with each other's speech is the expression of spreading speculation. Listening with feedback will make customers feel valued, greatly improve each other's satisfaction and easily stabilize their emotions. The general principle of constant feedback in expression and language is: eyes should be big but small, mouth should groan, body should swing back and forth, expression should be surprised or seriously focused or nod and smile, accompanied by corresponding language, such as "What" and "How could this happen!" "Please repeat what you just said?" Wait a minute. At the same time, you can also carefully record what the other party tells, which is very formal and serious, so that the other party feels more understood and valued. Of course, these behaviors only mean "I'm listening carefully" and do not mean agreeing with each other's views. In the face of customers, many people will listen with a straight face, which is the most taboo behavior. This will make the other party feel that the grievances are not taken seriously and the anger is getting bigger and bigger.

Repeat each other's words

In communication, you can sort out the customer's conversations and ideas, and then feed them back to each other in your own language. For example, "I'll check with you again in order to make my understanding accurate." You just said the following seven points. What is the first point? What is the second point? Do you think I understand correctly? The rest, you go on. "This kind of repetition can make it feel highly valued. The other party will definitely listen to your repeated words in turn, and find mistakes or omissions, which will naturally be more conducive to reducing the fire. The frequency of repeating each other's words is directly proportional to the customer's mood. The higher the other person's mood, the more frequent it should be, so as to try to calm the other person down.

Conversion site

After the first three boards are chopped, if the customer's mood is still unstable, you can consider asking the other party to talk somewhere else. For example, "the room here is small and the stool is uncomfortable." Please go to another office with a comfortable sofa, and I'll make you a cup of tea. After arriving at the new venue, customers will involuntarily distract themselves to analyze the new venue, and high-profile emotions can be quickly alleviated.

punish severely

That is, let the other party feel that this problem is being or will be dealt with soon. Regardless of the customer's mood, the ultimate goal is to solve the problem. Let him feel that the problem is being dealt with and will naturally calm down gradually.

Even if you can't take the actions that customers expect, customers will still be satisfied if you can do the following:

1. Prepare the form for the other party to fill in. Usually, filling out the form is equivalent to signing, which is very formal and will make customers feel that the handling procedures are standardized and their complaints have been taken seriously.

2. Take out the notebook you carry with you and record it when the other person is talking. When the other party was almost finished, he promised to deal with it seriously and put the brochure in his pocket. These actions are to tell customers that the purpose of the complaint has been achieved, help customers stabilize their emotions, and provide a negotiation environment that minimizes major issues. Many people simply reply with words after hearing customer complaints: "Don't worry, we will solve your problem as soon as possible." Practice has proved that this sentence will make customers feel more at ease.

Second, the principle of effectively solving complaints

1, the principle of rapidity-if the complaint occurs in the process of service delivery, then time is very important to realize adequate remedy; Many companies have established a 24-hour response policy when complaints occur after the service is completed. Even though it may take longer to solve the problem completely, it is still very important to respond to customer complaints quickly.

2. Admit your mistakes but don't make too many excuses-too many excuses may indicate that the company wants to hide something or is unwilling to disclose the whole situation completely.

3. Show that you understand the problem from each customer's point of view-seeing the problem through customers' eyes is the only way to understand what they think the problem is and what they are not satisfied with. Recipients should avoid drawing conclusions easily with their own explanations.

4. Don't argue with the customer-your purpose should be to collect factual information to reach a mutually acceptable solution to the problem, not to win the debate or prove that the customer is a fool. Arguments will hinder listening to customers' views, but will not calm customers' anger.

5. identify with the customer's feelings-identify with the customer's feelings in a tacit or explicit way ("I can understand why you are so unhappy"). This kind of action helps to establish a harmonious relationship and is the first step to rebuild the damaged relationship.

6. Give customers the right to question-not all customers are honest, and not all complaints are proved to be correct. However, until clear negative evidence appears, the customer should be regarded as having sufficient reasons to complain. If a large amount of money (such as claims or legal proceedings) is involved, it is necessary to ensure a serious investigation; If the amount involved is small, it may not be worth arguing about refund or other compensation-but it is still a good idea to check the records to see if the customer has a history of suspicious complaints.

7. Explain the steps required to solve the problem-when the complaint cannot be solved on the spot, tell the customer how the company plans to take action, which can show that the company is taking corrective measures and set the customer's expectations for the schedule (so don't over-commit).

8, let customers know the progress-no one likes to be abandoned in the dark. Uncertainty leads to anxiety and tension. If customers know the current situation and receive regular progress reports, they will be more likely to accept the delay in processing.

9. Consider compensation-when customers don't get the service results they paid for, or encounter serious inconvenience, or suffer time and money losses due to service mistakes, the correct way is to pay or provide them with similar services. This method may also help reduce the risk of legal proceedings by angry consumers. Service guarantee usually determines the compensation method in advance. In many cases, what customers want most is an apology and a promise to avoid similar mistakes.

10, persistently regain the friendliness of customers-when customers are dissatisfied, the biggest challenge facing the company is to restore their confidence and maintain this relationship for the future, which may require perseverance and tracking, not only to calm customers' anger, but also to convince them that the company is taking actions to avoid the recurrence of problems. Excellent remedial work helps to build customer loyalty and promote customers to recommend the company's services to others.

Third, the problems that should be paid attention to in handling customer complaints

First, warm reception.

We should welcome customers' complaints and never treat them coldly. A sincere and enthusiastic attitude helps to ease the atmosphere. A good start is conducive to the smooth development of future work, but we must also grasp a limit and put it in a correct position.

Second, learn more about it

Listen carefully to every detail, find out the ins and outs of the matter, ask appropriate questions (including targeted inquiries) in the process, and personally visit to understand some complaints. Facts are the basis of our handling. Listening carefully also reflects our working attitude.

Third, carefully record.

For example, the content of customer complaints is the basic requirement of standardized management. Records have several functions. One is to give the agency handlers a clear content for them to handle. Second, after being treated as evidence. Third, by recording and analyzing the distribution of complaints, the corresponding rectification measures are formulated in time.

Fourth, don't make promises at will.

To analyze the nature of the matter, you should not make a commitment to something you are not sure about, otherwise it will have a certain impact on the company's reputation, and you should report it to your superiors and relevant personnel who have the right to handle the matter in time. The complainant's original intention is to solve the problem as soon as possible, so he should handle it with the attitude of the customer. Even if it can't be dealt with substantively, there must be a reasonable explanation. Paying attention to the follow-up visit of complaint handling can avoid omissions caused by human negligence.