Customer Service is Our #1 Priority

Customer Service Is #1 Priority

We Track Complaints & Compliments
In September 2008 we began daily phone calls to record client feedback on each tour. The program continues successfully today. We call passengers daily and say:
 
“Aloha Mr./Ms. Smith! This is Amy with Discover Hawaii Tours. This is a quality control call about the tour that you took today. Do you have a moment to answer 3 questions?”
  1. Did you enjoy your tour today?
  2. What would you change about the tour?
  3. Would you recommend the tour to others?
The answers are recorded and used to improve tours, reward and train future guides.
 
The response about our tours is overwhelmingly positive. In fact, since September we have not had a negative comment from a client feedback call on Pearl Harbor tours.
 
By calling guests, we can better confirm or dismiss the legitimacy of a complaint received about a specific tour or guide. This system has been very helpful in quickly solving problems and identifying causes of complaints. We then can determine if the complaint was preventable, beyond our control, fraudulent, or made worse than it was. This information will be emailed to your managers monthly.
 
Customer Service Questionnaires
 
The other quality assurance program that we have involves our customer service questionnaires. This program has been in effect for over 10 years. Unlike others, our questionnaires are not collected by our tour guide, but given directly to your concierge for 4 reasons: 
  1. So your concierges know how we’re doing.
  2. To send satisfied clients back to concierges to purchase more.
  3. To ensure any negative comments are not discarded by the guide.
  4. So we can use the comments to continually improve the product.
We understand that this system is riskier because you will receive all comments, good or bad. Other quality assurance systems will prevent you from receiving the bad or not-so-good comments. Our guides follow the highest standards and specific procedures we’ve established most of the time and when that is not done, we’d rather know.
 
Furthermore, we want customer feedback for product development. Our sales staff collects the questionnaires from the managers who have already reviewed them. All of the forms are reviewed by our president and used for training, commendation, and counseling. Compliments and complaints are tracked by guide and by tour so we can recognize trends.
 
We have a 99.5% Customer Satisfaction Rating!

Compliments and complaints are tracked by guide and by tour so we can recognize trends. In 2015 on all Pearl Harbor Tours recorded the following complaints:

Complaint


Vehicle
Tour Guide
Breakfast
Lunch
Late Pick-Up
Late Return
Not What Expected
No Baggage Allowed 
Weather
Road Conditions 
Reservation Mistake
No Boarding the Boat

# Of Complaints


2
10 
65
4
7
7
6
12

Outcome


Hired a New Mechanic 
Tour Guide Terminated
We Discontinue the Program
This is the only food available at Park 
Corrected Concierge Note on Time
Uncontrollable due to fire, traffic
Increased Sales Calls to Train Concierge
Mandated by National Park 
We still cannot control the weather
We cannot control road conditions
We quickly call to correct block errors 
USA Navy controls boat 

Resolved


Yes
Yes
Yes
N/A
Yes
N/A
Yes
N/A
N/A
N/A
Yes
N/A
The complaints that we take the most seriously are complaints about our guides attitudes or professionalism. Other issues, such as mechanical or timing can be fixed easily, but a poor attitude is not accepted at WWD In 2015, we terminated one guide because we received a complaint about his attitude. That is the only time we got complaints about professionalism.
 
The most common cause of complaints on tours is an unmet expectation. On our Pearl Harbor Tour the unmet expectations may be caused by not being able to board the Memorial due to unsafe weather and USA Navy closure of the Navy Boat. Our sales staff works diligently with concierges and managers to establish clear and reasonable expectations.
 
If we have a guest that was dissatisfied with our service, this is how we respond:
 
  • We take all complaints very seriously, valid or not.
  • We listen and summarize the problem as explained.
  • We realize that while the customer is complaining to MSC concierge, it may jeopardize additional timeshare bookings.
  • When we work toward a resolution, guests are happier and MSC will have a better opportunity to book other timeshares.
  • Most of the time, we are aware of a potential complaint before customers returns to the hotel. We call the concierge to advise and begin working on a resolution.
  • We respond with an apology and work with the concierge to agree on a solution that is fair for the guests and reasonable for the complaint.
  • Often times guests want nothing more than someone to listen, however, depending on the level of the complaint, we might give a free tour, a partial or a full refund.
  • We thank our customers and concierge for their patience.
  • If a manager was not already involved, we advise of the complaint and resolution, preventing clients from making a big scene that may affect other guest’s decisions on booking a timeshare.
Nearly all of the complaints that we received in 2015, were related to national park operations & weather.
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