What are the after-sales services of travel agencies?

After-sales service of travel agencies refers to a series of services that travel agencies continue to provide to tourists after their travel activities, so as to actively solve the problems encountered by guests and strengthen contact with them. It is not enough for travel agencies to have high-quality reception services. Good after-sales service is the continuation of high-quality reception work. Providing new information to tourists and getting tourists' feedback can not only maintain and expand the original customers, but also constantly update the product content and improve the reception service level, so that travel agencies can be invincible in the fierce market competition.

Main ways of travel agency's after-sales service

(A) the handling of tourism complaints

Tourism complaint refers to the behavior that tourists, overseas travel agencies and domestic tour operators complain to the tourism administration department in written or oral form to protect their own and others' legitimate rights and interests, and ask for treatment.

1. Reasons for travel complaints

In the process of tourism service, the reasons for complaints are varied, but they can be mainly summarized into two aspects: first, the subjective problems of the staff, mainly manifested in disrespect for tourists, lack of enthusiasm, careless explanation, perfunctory work, and inability to respond to the reasonable demands of guests in time; Second, the problem of objective conditions, mainly manifested in the accommodation conditions inconsistent with the contract, some unreasonable fees, some unsatisfactory facilities during the tour, poor traffic, or problems caused by tourists' own personality habits.

2. Motivation of travel complaints

From the psychological point of view of tourists' complaints, there are mainly the following situations: first, I hope the travel agency can further improve the shortcomings in its work and put forward its own rationalization suggestions to the travel agency with its own personal experience; Second, in order to gain respect, I expressed my dissatisfaction with the unfair treatment I received during my trip, hoping to attract the attention of travel agencies; The third is to vent and achieve psychological balance; The fourth is to ask for compensation to make up for the losses during the trip.

3. Handling of tourism complaints

Handling travel complaints is one of the important contents in the after-sales service of travel agencies. Whether tourist complaints are handled properly will directly affect the reputation of travel agencies. Experienced travel agency managers often attach great importance to tourists' complaints, because the problem with the most complaints is usually the weakest link in service quality. Travel agencies should pay attention to the following aspects when dealing with travel complaints:

First, attach great importance to it and treat it equally. No matter how big or small the tourists' complaints are, we should pay enough attention to them. Because in the eyes of tourists, as long as the complaint is not an ordinary minor problem, they all hope that the travel agency can have a serious and responsible attitude first. In addition, all tourists who complain should be treated equally, and people should not be judged by their status, money, appearance or skin color.

Second, listen carefully and listen patiently. If you encounter a verbal complaint from a tourist, no matter how bad the attitude of the other party is and how fierce the words are, you should patiently let the other party finish, don't interrupt the other party, don't rush to explain, and don't quarrel with the other party. In the process of receiving tourists' complaints, the receptionist should always smile and make records. When the guests have finished speaking, most of their anger will disappear, and then the problem will be solved.

Third, we should respect our guests and find out the facts. Travel agencies should promptly investigate and understand after receiving complaints, and important complaints must be reported to superiors. In the process of handling, we should pay attention to maintaining the self-esteem of the guests. Even if the guests make unreasonable demands or have misunderstandings, they should pay attention to using flexible language to make euphemistic explanations, and can't contradict the guests face to face.

Fourth, we should actively reflect and respond quickly. In response to complaints from passengers, travel agencies should take corresponding measures to deal with them in time and make a quick reply. If you can't answer the questions immediately, you should clearly answer the specific time of the guests and deal with them quickly without delay. In the process of reply, you should explain the treatment process and results in detail to the guests and thank them for their criticism.

Fifth, we should put it on record and actively improve it. Record the problems complained by the guests and the handling results for reference when necessary. In response to complaints, travel agencies should actively carry out rectification to reduce the occurrence of similar situations in the future.

(B) After-sales information tracking

After-sales tracking is a process in which the travel agency collects and sorts out the information of tourism service quality after tourists consume the tourism service provided by the travel agency. It is an important part of the after-sales service of travel agencies, and the common forms are greeting calls and consultation sheets.

1. Greeting phone number

The day after the tourists returned home, the travel agency called the guests to express their greetings. Greeting calls usually make guests feel that the after-sales service of the travel agency is thoughtful and full of human feelings, and draw a warm end to a successful journey. The travel agency can know the guest's itinerary through the greeting phone, grasp the possible troubles and complaints in time, take the initiative to deal with them and solve the problems as soon as possible. Good communication and timely handling of problems can help travel agencies attract more tourists.

2. Consultation Form

After the trip, the travel agency can track and feedback information by sending an opinion form to each guest. The consultation sheet can not only convey greetings to the guests, but also allow them to express their opinions and suggestions on the trip. The consultation form should be designed reasonably, which is convenient for the guests to fill in and attached with a self-addressed envelope, which is convenient for the guests to reply and improve the recovery rate.

(3) Other after-sales service modes of travel agencies.

1. mail service

Travel agencies can keep in touch with customers by writing personal letters or sending postcards. Travel agencies write personal letters to tourists, highlighting the direct communication between people in business relations, making tourists feel more cordial and willing to buy travel agency products again. Compared with writing personal letters, it is easier to send greetings or promotional postcards to tourists. Greeting postcards are usually accompanied by the social emblem, address and telephone number of the travel agency. Publicity postcards are local scenic postcards sent to customers by travel agency staff when they visit tourist attractions. Once customers contact the travel agency after receiving the postcard, the travel agency can sell them new travel products. Many western travel agencies also congratulate their guests on their birthdays or festivals by consulting their clients' files. These congratulations make the guest feel that the travel agency has a close personal relationship with him and is willing to buy the products of the travel agency. In addition, travel agencies can also send copies of newspapers or travel agency newspapers to some old customers. Photocopyed materials in newspapers are usually articles about travel experiences or reports on tourist attractions that tourists are interested in; Travel agency newspaper is an internal newspaper edited by travel agencies to introduce tourism knowledge and economy. Sending these has also become an effective means for travel agencies to keep in touch with tourists.

2. Tourist reception

Travel agencies can have face-to-face direct contact with customers by holding slide shows and tourist receptions at clubs or hotels. These activities can not only make travel agencies have closer contact with customers, but also effectively improve the visibility and reputation of travel agencies. Invited tourists may be willing to order the tourism products they are interested in by enjoying slides and photos and communicating with each other. In addition, some travel agencies in the west, which mainly take breaks between classes, also provide opportunities for solitary tourists to get to know and recommend tourist routes by holding receptions, picnics or carnival dances. This practice makes the contact between customers and travel agencies as easy and natural as a big family, which brings many benefits to the promotion of travel agencies.

3. Travel Agency Open Day

In order to keep closer contact with customers, western travel agencies routinely hold travel agency open days every year, inviting some customers to visit travel agencies and watch videos, and introducing them to prestigious customers, travel experts, airplane captains, travel journalists or writers on tourism topics. Through such activities, customers can learn about the equipment and social relations of travel agencies, make customers firmly believe that travel agencies have the ability to provide them with good consultation and services, and make more customers willing to buy travel agency products.

After-sales service in the travel agency industry refers to a series of work done by travel agencies to stabilize and consolidate old customers, such as consulting opinions, solving complaints, strengthening contacts, and rewarding points. After-sales service is directly related to ensuring the economic benefits of travel agencies, improving the service reputation of travel agencies and establishing a good corporate image of travel agencies. In the current increasingly fierce competition in the tourism market, besides innovating tourism products and improving service quality, we also need to attach importance to and improve after-sales service.