| Journal: TWUK | Section: |
| Title: | Issue Date: 23/10/00 |
| Author: | Page Number: 10 |
| Copyright: Other |
Grievances shouldn’t get out of hand
ONE of the main issues in the industry at the moment seems to be the rise in petty complaints. I don’t understand why operators do not try to nip trivial grievances in the bud by dealing with them in resort.
Some years ago I worked for a company called Wings Holidays. Wings specialised in high-quality accommodation and customer satisfaction.
The company employed mature representatives who were experienced in dealing with people. They had been trained to solve minor problems on site and could spot the difference between bogus and bona-fide complaints.
I realise that more mature resort representatives would not be the answer to operators such as Club 18-30 holidays, but would it not make sense for other operators that want to eliminate trivial complaints and make clients happy? Shirley Evans
Manager
Brampton Travel
BramptonCumbria