Complaint handling and crisis management for tourist guides

For more information on these protocols and guidelines, please click here.

People’s anxiety may result in complaints about things that they would not normally worry about e.g., what they perceive as too many people – not necessarily a crowd but just more than they have become used to.  Some things to consider:

• They may be disappointed that they cannot do exactly what they might have done in the past and you may have had to change an itinerary or attraction for sustainability or safety reasons.
• Tour operators have like all of us suffered financial loss – they might try to cut corners or ask you to reduce fees. It is important that you understand their position but remember that you also have a business to run and also that guests have paid for a quality experience which you must deliver
• The general public may be nervous too when they see visitors again.

As always prevention is better than cure so being prepared and managing expectations is even more vital than it has ever been.

We have to work as TEAMS to make sure that everyone is on the same page and working together – we always did of course but it is even more important now.  Ask yourself some questions:

• What do my guests want?
• What does the Tour Operator or Travel Agent want?
• How do I help my driver to cope with any new rules and any resistance from guests?
• How do I work safely and productively with our other partners – accommodation, restaurants and shops
• Is there anything I need to do to avoid upsetting other people we might meet e.g. another group, general public.

We have to understand our Customers – our guests

• Why have they decided to come?
• What are their individual needs and wants?
• How have their expectations changed – do they want less crowds, more sustainability?
• Are they scared or worried?

Group Psychology: A field of psychology which studies human behaviour where two or more people share a common space, exchange ideas, share common experiences and functions as a system of interconnected entities.

A TOUR has 2 or more individuals who...

• Share common space; Share common experiences; Exchange ideas; Function as interconnected entities It is a GROUP!

A Functional Group: The group acts as a cohesive whole, attains its goals and performs on the basis of healthy interaction. Symptoms of a functional group:

• Arrive on time and return on time after free time
• Show interest and listen to guide
• Ask questions
• Express pleasure
• Want to support each other
• Are aware of their effect on the environment and other people

A Dysfunctional Group: The group loses cohesive elements: polarisation occurs and interaction is based on individual benefit. Symptoms of a dysfunctional group:

• Arrive late
• Talk or argue amongst themselves
• Show varying levels of interest
• Wander off and fail to return on time
• Keep the group waiting
• Do not adhere to safety or hygiene rules

Elements which contribute to the dynamics of a group are:

• Individual characteristics of each member
  • motives for being there
  • personality traits (introvert or extrovert, neurotic or stable)
  • Intelligence; age; gender
  • Well-travelled; experience; preconceptions

• Characteristics of the group
  • small vs large
  • norms; roles; cohesiveness
  • Familiarity or not
  • Is there a leader already?

• Environmental characteristics
  • time; place; weather
  • Safety; language;
  • Any breaking news?
  • Early start or late finish; how long have they been on the road?

What do we do as Tourist Guides?:

• Set parameters through establishing your style as the ‘leader’
• Read the group dynamic and each visitor as you first meet them
• Read, observe, assess and address warning signs and address them
  • Are they tired, anxious,
  • Do they want to be there?
  • Is there a “joker”?
  • Is there a “know it all”?
  • Is someone always the last one?
  • Do they care about the rest of the group and the wider public?
• Control your own emotions: don’t let them to press your “hot buttons” – the things that normally irritate or annoy you
• Listen to and understand emotions of others
• Look for signs of fear, panic, depression in others
• Ask for specialist help if you need it – call the agent, get support from the attraction staff.
• Try the following technique to help you deal with the situation
  • LE CAFÉ
    • Listen which means really listen and make sure you understand
    • Empathize – put yourself in their position
    • Clarify or Confirm – ask questions
    • Act – do something – solve the problem; get help, promise to deal with it
    • Feedback – make sure they are happy with the solution
    • Everyone is ok!!!

DISARM WITH CHARM!!!

Sometimes there are situations over which you have less control – these can be transport issues, accommodation issues, closures you were not expecting.  It is likely that there will be changes that none of us were expecting – places may have closed permenantly or temporalily or have restrictions on numbers or time slots.  There could even be changes that affect the whole experience for the tour.

TRIPLE A is a technique for dealing with crisis or situations over which you have less control – transport, closures, accommodation etc:

• ANTICIPATE

Foresee Problems. Arrive early. Check if there have been any changes in rules or procedures Contact coach and itinerary stops and find out what their protocols are. Check accommodation. Have contact list with telephone numbers. Ask before leaving. Repeat messages. Give itinerary for the day and where you will end. If in doubt ask or consult.

• ACT

Minimise the Crisis. Calm the situations. Minimum any fuss. Consult relevant people only. Consult Operator or Agent. Identify layers of responsibility and assign task accordingly. Inform the group. LE CAFÉ. Assess severity of incident and must it be reported?... police, ambulance, agent, consulate? Any complimentary service on offer?

• ACCOUNT

Write a report about the incident with names, times, witnesses, photo if possible and outcomes. Write a short appraisal of the tour, whether you have an incident to report or equally, if everything went well and to plan.  This is always important but may be more so now because the agent may never have experienced this before either.      

KEY POINTS TO REMEMBER

• Professional Integrity is key
• Don’t blame colleagues or partners in the industry
• A Complaint is an Opportunity to improve the situation
• You can’t choose your Customers but you can choose your Attitude
• Encourage reviews and feedback: Use them to improve your performance

REPUTATION IS ALL!

It is going to be hard to re-establish our guiding businesses so it is especially important that we deal with any incidents or problems well.  Remember:

• Satisfied Customers tell 2-3 people
• Dissatisfied Customer tell up to 20 people
• If a complaint is handled well: Dissatisfied Customers can be WOWED!

NEVER OVER PROMISE AND UNDER DELIVER!