System 3- Management Regulations for Tourist Complaints

Management Regulations for Tourist Complaints

1、 General Provisions

1.1 In order to provide better services to tourists, improve customer satisfaction, clearly define the procedures for handling complaints, and objectively, fairly, and efficiently handle tourist complaints, in order to ensure tourist satisfaction, the "Tourist Complaint Management Specification" is specially formulated.

2、 Applicable scope

2.1 Applicable to correspondence or on-site complaints from company tourists.

3、 Handling tourist complaints
3.1 The company will announce complaint numbers at the tourist entrance and within the tourist area.
3.2 Complaints from tourists' letters and telegrams (including various letters, faxes, and telephones) shall be handled uniformly by the customer service specialist of the company's tourism service center.

3.3 On site complaints from tourists, regardless of the cause, department, or person, must be unconditionally countered and received for processing; If I am unable to handle it, I will immediately notify the relevant personnel or office to handle it.
When other departments are needed to assist in handling complaints, anyone must unconditionally cooperate from the perspective of the company as a whole.
3.5 Scope of complaint acceptance:
3.5.1 Failure to provide tourists with standard services.
3.5.2 Quality issues with company products.
3.5.3 Financial losses and personal injuries caused by intentional or negligent service personnel.
3.5.4 Service personnel requesting kickbacks and consumption.
3.6 Unacceptable Complaints:
3.1 Complaints that are not within the scope of company management.
3.2 Complaints where the complainant has no direct interest in the complaint matter.
3.3 There is no clear complainant or specific complaint request and factual basis.
3.4 Complaints with a complaint date exceeding 60 days of the complaint deadline.
3.7 Complaint Handling Principles
3.7.1 Identifying the situation
3.7.2 Seeking Truth from Facts
3.7.3 Patience and caution
3.7.4 Minimize the impact
3.8 When accepting tourist complaints, the customer service specialist shall record in detail on the "Tourist Complaint Handling Form", which includes:
3.1 Complainant's name, gender, nationality, occupation, age, unit (team) name and address.
3.2 The name or address of the respondent's unit.
3.3 Complaint requests, facts, reasons.
3.4 Evidence.
3.9 Real time verification: The department where the respondent is located shall report the verification results and preliminary handling opinions in writing to the complaint management department within one week.

3.10The main content of the written response should at least include: the reasons for the complaint, the process of investigation and verification, basic facts and evidence, responsibilities, and handling opinions.
3.11 General complaints shall be directly handled and fed back by the complaint management department, and reported to the company office for filing; Major complaints shall be handled by the management representative and reported to the company's main person in charge. The handling opinions shall be fed back to the complainant by the company office.
3.12 Complaints related to etiquette, courteous service, etc. shall be handled and resolved immediately; Formal complaints must be completed and reported to tourists within 45 days after acceptance. For complaints that have not been resolved upon expiration, the complainant should be promptly informed of the situation and continue to handle them until the problem is resolved.