171.How do you deal with complaints?（如何应对游客投诉？）

★Be patient with tourists’ complaint.

★If the complaint makes sense, sincerely apologize for the inconvenience arising from it and promise to do something to improve your work.

★If the complaint gives a rise to serious consequence, report it to the office and wait for the instruction to resolve it.

★Handle complaints according to law and regulation; minimize the side effects of the case.

★Keep a record of the case when the tour is over.

☆耐心听取游客投诉。

☆如游客投诉合理，向他们表示诚恳道歉，并承诺改进工作。

☆如投诉内容已造成严重后果，报告旅行社等待指示。

☆依法答复，依规处理，尽量降低事件负面影响。

☆行程结束后，提交报告留档。

【备注】面对游客投诉，导游首先要耐心地听取意见。“听” 包括五个层次：同理心倾听、专心地听、有选择地听、假装听和忽略地听。导游在面对游客投诉时，首先应带着理解的愿望去听，而不是准备去回应，即同理心倾听。如果导游对每一次投诉能收集尽可能多的信息，并跟踪所收到的所有投诉，了解这些投诉是如何处理的以及处理的最佳方法。就可以用这种方式可以持续提升他/她的服务质量。(If the guide can gather as much information regarding the complaint as possible and then keep track of all the complaints he/she has received, how these complaints are dealt with and which methods appear to work the best, the guide may keep improving his/her service.)