Sometimes the phone would be used to call head office to make an enquiry or to put in a complaint they have been told to pass on from an external customer. Telephone is the easiest method of communication to anyone outside of their own branch e.g. another branch or an external customer.
In writing
At Thomas cook they don’t do things in writing as much as they use face to face and telephone communication. This is because it takes the most amount of time. The things they do have in writing to inform members of staff is a notice board for all staff. This is for notices and messages that the manager or other members of staff want people to know.
The other thing they do in writing is letters of details for the customers if they have booked a holiday and for anyone that has requested a brochure.
Dealing with complaints
At Thomas cook they will have to deal with customer complaints sensitively and effectively to maintain their customer relations. They are taught to deal with these in a number of different ways. The most common one they would use is role plays. This is where a situation is acted out and the member/members of staff will have to deal with that problem. They are taught to;
- Keep calm and never raise your voice or answer back.
- 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.
- Apologise in general terms for any inconvenience caused.
- Let the customer know that the matter will be fully investigated and, if possible, put right.
- Try to see the problem from the customer’s point of view.
- Keep calm and do not argue with the customer.
- Find a solution to the problem.
- Agree the solution with the customer.
- Make sure that what you promised to do gets done.
In house complaints (complaints made regarding the branch) they are dealt with in the store. A shop customer feedback form is filled out by a member of staff stating the customers’ details and the problem they found with the branch.
All complaints linked to the store and staff must all be sent to customer relation where it will be dealt with fairly.
External complaints are those that are made against the tour operator or 3rd party, these are not complaints that are against the branch or their staff. All complaints against tour operators over £50 are sent to the customer relations department at head office to be dealt with.
The staff procedures to dealing these complaints are as follows;
- Discuss the complaint with the customer and ascertain their expectations.
- Complete the customer feedback form in full. The customer’s name, address and telephone number must be shown on the form (this does not contravene the data protection act, as customer relations are part of Thomas Cook.
- Inform the customer that:-
- The complaint will be sent to customer relations who will reply direct to them and send a copy to the agent.
- Operators should reply within 28 days of them receiving the letter.
- Post the feedback form and customer letter to Customer relations.
- 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).
