2. 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.
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10. 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.
11. * 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
![[object Object],[object Object],[object Object]](https://image.slidesharecdn.com/1-complaining-1232921101945938-2/85/Written-and-Oral-Complaints-1-320.jpg)
