This makes focusing

on excellent
service and
providing an
exceptional
customer
experience even
vital to our success.
Quality service is the
matching of customer
expectations with
services delivered.
The goal is to meet or
exceed customer
expectations on every
trip, with every
customer. In other
words, our goal is have
100% customer
satisfaction.


If you receive a
complaint take
ownership of the
problem.
Do not get defensive or
make excuses no
matter how unfounded
the complaint may
seem. Remember, the
problem could be
either services
delivered or customer
expectations
If you anticipate a situation that might
cause a disappointment ( a rough bus ride,
a poor meal a change in the details of the
trip itinerary etc.) set up the correct
expectation. Telling the clients as far in
advance as possible, explaining why the
situation has occurred will allow them to
change their expectations of the services that
will be delivered.
If you get a
complaint, make a
response that
focuses on solving
the customers
issues.
Let the client know
you hear what their
concerns are and
you understand their
feelings or point of
view.
I am sorry that _____________ did not
meet your expectations. what can I do to
make rest of the trip comfortable for you. ?
- It seems you are unhappy about
___________ I am here to provide you with
good service .What adjustments can I make
to improve your trip ?

A good impression, in the very beginning of
the visit, will put everyone in the right mood
towards an overall success. Reverse to this
situation would make them feel that they
have committed a mistake by choosing this
country as a destination and they start
foreseeing a lot of problems all during their
stay.
atmosphere of
noisy and hot
airport
bureaucracy
rudeness of many
immigration and
customs
Officials
the delay for that
luggage
the inadequacy of
the trolleys
Brief the escort to collect and carry information on:
Flight number;
Name list;
Details of transport, transport voucher;
Hotels name and address, rooming list and hotel
voucher;
Together with any special details such as the nature of
the group, difficulties with mobility,
VIPs, etc.; and
Greeting/sign board (individual tourists placard giving
name of the tourist, country coming from or company
he/she is representing, etc.).
Equip your airport transfer boy/girl with the following
material ready for use:
Badge,
Uniform as prescribed,
Greeting board,
Name list,
Clipboard and pen,
Mobile phone or phone card or coins,
Tips or voucher for porters,
Transport vouchers,
Hotel vouchers,
Welcome packs and/or gifts,
Hotel registration cards, and
Smile of the escort.
Departure Transfer Checklist:
Brief clients in writing and in advance,
Brief hotel and porters to be ready,
Be at hotel early,
Ask reception if everyone has paid extras,
Gather up clients, phone rooms of those
who do not appear,
Load bags (each client to confirm),
Remind clients to:
pay extras,
return keys,
empty safe deposits, and
have passports and tickets in hand luggage.
Load passengers,
Depart for airport,
On route explain procedure at airport,
Explain what facilities there are airside (toilets?
Post office? Duty-free? Bars? Caf?),
Drive as close as possible to check in area,
Before leaving bus wish them a safe and happy
journey home and that they will come back
soon.
Sound as if you mean it
While saying goodbye some passengers may
offer small tips and gifts. Thank for these but
NEVER solicit them,
Assist with getting porters/trolleys,
Assist with check in procedures/airport tax
paying, etc.,
Escort to security and passport control,
When all have gone airside you can leave but
not before, and
If there is a delay before the clients have gone
airside you are still responsible for them.


A variety of situations could turn into an
emergency. We define an emergency as a
situation in which acts ,either human caused
or natural, disrupt a tour and lead to an injury
, loss of life or restriction of a travellers
ability to return home.

Each guide to have our up to date safety
manual. You should have contingencies and
procedures for all types of Emergencies
(given by the office )

In case of a crisis make every effort to protect
yourself and the clients from further injury or
damage.
Gather information about the situation
contact the office at the first feasible
moment, the office will in turn inform the
agent or a relative in case the client has
booked the trip direct with an agency.
This is a critical step . As soon as it is safe to do
so, it is extremely important that you document
the situation in written form. Include as many
details as you can ; including exactly what
happened , what was said ,what treatment or
options were offered the client and what their
response was . You should also include their
response to the situation . Be sure to sign and
date the document and include the time. If the
situations persist over a long period of time , be
sure to keep this document updated on a
regular basis.
The agent will handle notification of family
members and responses to the media ( if
necessary). If you are caught in a situation
needing to respond to directly to the media ,
use these guidelines in your response :
Do not give personal opinions or feelings . Do not
speculate. Focus on the facts of the situation and
refer to the appropriate authorities for additional
information.
Do not engage in arguments with the press.
Keep a cool head and request a break should
the interview become too intense.
It is advisable to express regrets about an
incident ; however, do not apologize or
make statements accepting the blame for
the incident.
It is better to have a second person available
during the interview. Keep records of the
conversations with the press if possible.

It is critical you continue to stay in
contact with the office until the situation is
completely resolved, the office will in turn
keep updating the agent/or the family of the
client.
1. No equipment available








2. No foreign language- speaking guide available
3. Equipment breakdown
4. Guide is no show
5. Accidents
6. Death of a client
7. Theft
8. Snatching/ Pickpocketing
9. No reservations
10. Incomplete reservations

11. Road/ bridge
breakdown
12. Complaints
13. Cancelled or
delayed onward
flight or vessel/bus
departure