Background Information

  There is much follow-up work for a tour guide to do after seeing off the tourists.The most important one is dealing with complaints. Remember, you should actually appreciate hearing complaints because they give you a clear reference point of where you can do better. You will never reach your objectives if you react to complaints negatively, sweep them under the rug, or do not take themseriously. Complaints are really just opportunities in disguise that can enable you to optimize and improve your services. And, if you can start to see acustomer complaint as a leverage point to turn a negative into a positive, you can take advantage of the opportunity to take your services to the next level.