Responding to Complaints Through Our Platform Using the LAUGH Method
Overview: Our goal is to ensure a smooth experience for all travelers, but sometimes things don't go as planned. When customers raise complaints—whether while on tour or post-tour—it's crucial to address their concerns in a professional and empathetic way. We recommend using the LAUGH method to guide your responses .
1. First Response - Acknowledgment: A short, immediate acknowledgment of the complaint.
2. Detailed Follow-Up: A thorough response using the LAUGH method.This process ensures that customers feel heard and valued while giving us the necessary time to investigate their issue properly.
⏲️ Step 1: Quick Acknowledgment Response
This response should be sent within 24 hours of receiving the complaint. The goal is to let the customer know their issue is recognized, setting the tone for further communication and giving them confidence that it will be addressed.
How to Respond:
- Acknowledge the Customer’s Concern: Let the customer know you’ve received their complaint.
- Express Empathy: Show that you understand their frustration, even if the details are still being investigated.
- Set Expectations: Reassure the customer that the issue is being looked into, and let them know when they can expect a follow-up.
Example of Quick Acknowledgment:
"Thank you for reaching out to us. We’re sorry to hear that your experience didn’t go as planned. We take these matters seriously and are currently looking into the details of your concern. We’ll be back in touch with more information within [time frame]. Thank you for your patience while we work on resolving this."
🗒️ Step 2: Follow-Up Response Using the LAUGH Method
Once you’ve had the opportunity to investigate the complaint and gather all relevant information, use the LAUGH method to structure your detailed follow-up.
1. Listen
The first step in the LAUGH method is to make sure the customer feels heard. This shows that their issue has been properly understood.
- How to Listen:
- Review the customer’s complaint carefully.
- Take note of the key issues raised.
- Reflect these concerns in your response to show that you’ve understood their point of view.
Example:
“We understand that [specific issue] affected your overall tour experience, and we’re truly sorry this happened.”
2. Acknowledge
Acknowledging the customer’s feelings helps build trust. It’s important to express empathy, even if the complaint isn’t entirely valid.
- How to Acknowledge:
- Use empathetic language to recognize the customer’s frustration.
- Show understanding and regret for the negative experience.
Example:
“We understand how disappointing it must have been for you when [specific issue] occurred. This is certainly not the experience we strive to provide, and we regret that it impacted your trip.”
3. Understand
Next, demonstrate that you’ve taken the time to investigate the issue and understand what happened. Summarize the key findings to show transparency.
- How to Understand:
- Summarize the findings from your investigation.
- Mention any internal discussions or reviews with the tour operator.
- Be clear about what went wrong without assigning blame.
Example:
“After reviewing your booking and speaking with the tour operator, we’ve identified that [explanation of what happened]. This was due to [reason], and we can see how this contributed to your dissatisfaction.”
4. Give Solutions
Offer a solution that addresses the customer’s concerns. Make sure it’s aligned with company policies and takes into account the nature of the complaint.
- How to Give Solutions:
- Propose a solution that resolves the customer’s complaint.
- If compensation or other corrective measures are offered, explain these clearly.
- Mention any steps that will be taken to prevent the issue from recurring.
Example:
“To resolve this, we’re offering [compensation, refund, or alternative solution]. Additionally, we’ve shared your feedback with our local suppliers to ensure improvements are made. We want to ensure this doesn’t happen again.”
5. Hit Home (When the Resolution is Finalized)
When you’ve fully resolved the issue, the final communication should reinforce the positive outcome and ensure the customer feels valued. Offer closure while encouraging the customer to reach out if they have any further concerns.
- How to Hit Home (Finalized Resolution):
- Confirm that the issue has been resolved.
- Thank the customer for their patience and cooperation throughout the process.
- Reassure the customer of your commitment to their satisfaction and future experiences.
- Offer a final opportunity for the customer to ask additional questions or provide further feedback.
Example:
“Thank you for your patience and collaboration as we worked through this issue. We’re glad to have found a mutually agreeable solution and appreciate your understanding. If you have any further questions or feedback, feel free to reach out here, and we’ll be happy to assist. We look forward to helping make your future adventures even better!”