Complaining If you are going to work in tourism, you will definitely need to deal with complaints. Here you will learn how to complain and how to answer a complaint both in a written and oral way . The first step in complaining is to clearly present your problem. Failure to communicate effectively often makes it difficult to resolve complaints. A clear and brief explanation of what is wrong and what you want the company to do is necessary.
Try to make sure your letter is sent to the right person or department.
Try and keep your letter short
Be polite as sarcasm or rudeness will not help your cause!
Say what you want for your complaint to be resolved.
Give a reasonable timetable for action to be taken before you consider other options.
Keep a copy of letters you write.
Complaint letters need not be long. Clearly print or type your name, address and phone number. Keep a copy of all letters you send and receive. If the first letter does not bring a response, send a second.
At the top of the letter print your name, address and phone number clearly.
Briefly describe the problem, and what you want done to resolve it.
Give a specific period of time in which a response must be received (such as 10-14 days), and indicate that you will take "further action," "seek legal advice" or take other steps if the matter is not resolved. You need not tell the party exactly what you will do.
Indicate if you are enclosing copies of supporting documents. (Never send originals.)
Keep a copy of all your letters and supporting documents.
I´m sorry to trouble you, but there seems to be a problem… // Have you got a moment? I would like to tell you something about… // I was wondering if you could help me. There appears to be a little difficulty . // I'm sorry to have to say this but... // I'm sorry to bother you, but.. . // Maybe you forgot to... I think you might have forgotten to... // There may have been a misunderstanding about... // Don't get me wrong, but I think we should... // I don´t like to complain, but . . .
I want to complain… // I demand to see the person in charge immediately… // Are you supposed to be in charge here?...
Oral Complaints.How to complain
Formula Example I'm sorry to have to say this but I think you have to improve your customer service. I'm sorry to bother you, but I think you need to give a solution to my problem. Maybe you forgot to give me an aisle seat. I think you might have forgotten to bring me the vegetarian meal I ordered. There may have been a misunderstanding about what I expected from your airline. Don't get me wrong, but I think you should pay more attention to the passengers´ needs.
* INITIAL REACTION AND APOLOGY. Oh dear. I´m sorry to hear that. Certainly. Is there a problem? I´m really very sorry. *ASK FOR CLARIFICATION What exactly is the problem? * TAKE DETAILS I´ll just take some details. Could you describe. . . Let me see if I can help. I just need a few details. * OFFER EXPLANATION I´m terribly sorry, but there has been a bit of a problem. If I could just explain. . . * PROPOSED PLAN I´ll see if I can sort it out. . . I´ll tell you what I´ll do. . . This is what I´ll do . . . Why don´t you . . . How to respond to Oral Complaints