• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

staff communication and dealing with complaints

Extracts from this document...


Staff Communication These are the three main methods staff use to communicate to internal and external customers. Face-to-face At Thomas cook all members of staff will have to deal with internal and external customers face to face daily. To ensure that the customers are happy they have to make sure their appearance is presentable e.g. correct uniform. They also have to be aware of their body language when dealing with the customers. Communication will usually be between a staff member and external customers. This will be when the external customer enters the branch to book a holiday, ask any questions about different destinations, to pick up brochures if they are looking to buy a holiday and to change currencies for the country they are going to. At Thomas cook they will usually speak face to face as it is a quicker means of communication. On the telephone Thomas cook will use the telephone on a day to day basis. When they do use the phone it is usually to another member of staff at a different branch or to a customer that has phoned and left a message. ...read more.


* Try to see the problem from the customer's point of view. * Never tell the customer to calm down as this annoys them more. * Apologise for any inconvenience caused and to try to find a solution to the problem. Usually when the staff follow these rules all the problems are resolved. Sometimes the complaint will have nothing to do with Thomas Cook. For example; the weather at the resort was not as good as the customer expected. This would have nothing to do with Thomas cook but the members of staff will still have to be able to deal with the problem. They cannot say to the customer 'we cannot help and it's not our fault. Go and complain somewhere else.' This would annoy the customer and then they would more than likely put in a complaint about the staff and then it would be Thomas cooks problem. There are eight basic steps to handling complaints. This applies to all situations. * Listen carefully to the customer. ...read more.


* If the complaint relates to service or Thomas Cook policy, ensure that all paperwork (e.g. booking form, low deposit indemnity etc) is sent to customer relations together with your comments regarding the complaint. * If a customer brings in other evidence of their cause for complaint which Thomas Cook are ale to keep, (e.g. photographs, video) then these items should be clearly marked with the customer's name, address, departure date, the store name, ABTA number and budget code and sent to customer relations in Bradford. * Complete a RIO memo (not a complaint memo) for seven days after the fax has been sent. If customer relations have not been confirmed receipt of the complaint within five days, phone to chase. Then they will action the memo when the acknowledgement has been received. * The store does not need to send an acknowledgement to the customer as this will be completed by customer relations. * Complaints will be acknowledged to the customer in the writing and to the store by telephone within seven days. * Correspondence will be sent direct to the customer and a copy sent to the store at the same time (if requested on the feedback form). ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE Miscellaneous section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE Miscellaneous essays

  1. Marketing courseowrk task 3 memo

    This way Thorpe Park can focus on the target market they want to attract to their theme park. There are many promotional materials and strategies that can be used to persuade customers' visit to Thorpe Park. The utilization of promotional materials would insure customer's awareness of the theme park or

  2. My Beautician hand book - Basic skincare. How make-up should be applied to different ...

    *?Can not be mixed together to get the correct color. 9. How to Apply Foundation Steps in brief: 1. Spoon out some foundation onto your spatula and apply onto your hand. 2. Take a latex sponge or foundation brush and gently apply the correct color foundation onto your / your

  1. How does steven speilberg use filmic techniques to build tension and suspense in jaws

    One of the the heighest points in tension in this scene occurred when Broody and Hooper were seen pulling the barrel from the water, which they believed was no longer attached to the shark. This misleads audiences into relaxing and therefore astonsihes them when the shark's head roars up from beneath the surface of the water.

  2. creative writing

    Another common response is plain ignorance. Pretending that I don't exist, their brains blending me with the background. However, by far the worst response is fear. To see honest apprehension in someone's eyes because of yourself is not a pleasant feeling. Yes I am homeless, but does that make me a threat?

  1. The Haunted Resort (English Creative Writing Coursework)

    Thought over the scene in my mind - no one can run away as fast as that. Perhaps it was the shadow of a vehicle passing? Soon after, the wind began to blow really hard. I got up to shut the windows but the wind just blew harder, banging on the glass used to make the windows.

  2. Barriers To Communication

    To make sure that body language with different cultures the message is not misunderstood, the body language should be kept formal. Emotional issues could cause the message to be misunderstood. If the receiver or communicator is upset or angry then their speech may be stuttered or words may be repeated

  1. Investigation into the Internal and External Communication methods of a school (BCS GCSE - ...

    It's also good because it is almost impossible to get data wrong without you knowing about it, because the information you will find out from a primary source isn't passed down any grapevine. Disadvantages of primary research is that sometimes you may have to travel hundreds, or even thousands of

  2. Citizenship Task. Our aim was to raise awareness of the issues concerning Global ...

    We will distribute leaflets around the community to every household on a5 sheets of paper. We will also advertise a4 sheets of posters on shop windows for the public passing by. These leaflets and posters will consist of facts, figures, case studies and general information on the world poverty which is informative yet concise.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work