5. Dealing with Complaints

杰瑞发布于2025-03-19

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When a guest complaints, the tour guide should first find out the reasons. Knowing the reasons may help the tour guide understand the problem quickly and help the tour guide to deal with the complaints in time. The following are some possible causes of complaints:
Is it important for a tour guide to listen to the complaints of a guest? What should a tour guide do to comfort a guest when he/she is complaining?

  • bound adj. 受约束的；装有封面的；有义务的
a:
unsatisfactory service or delayed service at the hotel or restaurant;
b:
Services or places of interest are not so good as promised;
c:
Problems are not dealt with in time.
d:
Scenic spots are too crowded and noisy;
e:
Some working staff at hotels or restaurants or at some scenic spots may be impolite or even rude
f:
Some Chinese tourists may not be polite to the guest.
g:
The guest may be unsatisfied with the tour guides's service sometimes.
When:
When a guest makes complaints, the tour guide must go up to the guest in time to deal with the situation. To better deal with complaints, the tour guide should:
a:
Be very patient;
b:
Smile to the guest and listen carefully.
c:
Try to understand the reasons why the guest makes complaints;
d:
While listening to the guest's complaints, try to comfort the guest with soft words and a smiling face.
After listening to the guest's complaints, discuss with the guest and the parties concerned( the hotel manager or restaurant manager, etc.) about how to deal with them.