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Listening in the travel and tourism industry is one of the most important procedures for them as they listen to the complaints the customer has and be able to know how to handle the situation without any confusion or complications as the customer would have explained the situation clearly in order to make any improvements.

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It's important for customers to as question because they need to know information and the organisation can improve their service. Also the questions ask of the service would result in refunds as the organisation might be in the wrong.

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Empathizing is a key part whilst handling a complaint off a customer as it shows the customer that you care about the situation and what the customer is saying, also it will make the customer feel more comfortable talking to you

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Understanding the problem in a travel and tourism industry can a big advantage for a company because they will be gain trust in the customer as they will see where the problem is and how it is being handled.

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Taking control is very important as it will calm the customer down. Also dealing with complaint face-to-face is better than online because it will be dealt with there and then but online will take a long time. Another way of taking control is by communicating to the customer with clarity which will mean the complaint will be dealt with.

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In a travel and tourism industry such as a hotel having a solution to deal with is important for example if a customer's room is dirty and they want a different room but the hotel is fully booked up the receptionist would call the house keeper immediately to clean their room to avoid any complications. It is important for companies to agree with the situations in order to keep the customer happy.

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It is important that you quickly follow up on the complaint as the customer will become more annoyed / upset than they already are. If the complaint isn't followed up quickly the customer may go on to contacting someone higher up in the business.

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Complaint handling:

listening;

questioning;

empathising;

understanding the problem;

taking control of the situation;

agreeing solutions;

follow up