How to deal with tourists' complaints in tourist attractions

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.

Carefully understand the reasons for tourists' complaints.

2) Carefully analyze the tourists' complaint psychology.

3) Implement the steps of accepting complaints.

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, we should 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.

(4) the aftermath.

The person accepting the complaint should record the whole process of complaint handling, organize the complaint events into reports and file them, at the same time, make statistics on the complaints, analyze the causes of the complaints, summarize the methods to solve the complaints, especially analyze the causes of typical problems and corresponding solutions, and continuously improve the service level.