Page 101 - Dedication

f- Customers do not like to feel their complaints have been
ignored. Therefore, it is recommended to respond to them
at the earliest opportunity.

g- The complaint's handlers should understand the compliant
perfectly.

h- The complain handlers should not panic if they cannot
understand it, and should not also try to guess what it
means.

i- If the complaint cannot be handled, the duty manager can
be asked to handle it.

j- Some complaints can be unjustified. However, employees
should apologise and offer to take an action. An apology
costs nothing and helps the customer to feel better.

k- If the complaint is successfully tackled, there will be an
opportunity to turn an unsatisfied customer into a frequent
one. This can act as an effective marketing tool for
retaining customers.

l- Remember that the customer is always right.

Problems in the tourism and hospitality industry:

There are many types of problems that can be included in
customers' letters of complaint in the tourism and hospitality
industry.

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