Customer Service is Our Priority

 

We Track Complaints & Compliments

We do a daily phone call 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 or beyond our control.

 

 

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. 

 We want customer feedback for product development. Our guide collects the questionnaires from the guest.  All of the forms are reviewed by our management team 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 # of Complaints Outcome Resolved
Vehicle 2 Hired a New Mechanic Yes
Tour Guide 2 Tour Guide Terminated Yes
Breakfast 10 We Discontinue the Program Yes
Lunch 65 This is the only food available at Park N/A
Late Pick-Up 4 Corrected Concierge Note on Time Yes
Late Return 5 Uncontrollable due to fire, traffic N/A
Not What Expected 3 Increased Sales Calls to Train Concierge Yes
No Baggage Allowed 7 Mandated by National Park N/A
Weather 7 We still cannot control the weather. N/A
Road Conditions 6 We cannot control road conditions. N/A
Reservation Mistake 2 We quickly call to correct block errors Yes
No Boarding the Boat 12 USA Navy controls boat 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 our company.   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 Road to Hana Tour the unmet expectations may be caused ending the tour early do to  unsafe weather and  State department of Transportation closure of the road or some waterfall.  Our customer service  staff works diligently with guests 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 respond with an apology and work with the guest  to agree on a solution that is fair for the guests and reasonable for the complaint.

• Depending on the level of the complaint, we might give a free tour, a partial or a full refund.

 

 

 

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Maui Vacation Travel Guide

Hawaii is a volcanic archipelago consisting of six main islands, Maui, Kauai, Oahu, Hawaii Big Island, Lanai and Molokai. Each island of Hawaii is very unique to itself. Come discover the most enchanting of Hawaii’s islands – Maui! Travel to Maui and enjoy beautiful white sand beaches, exuberant rainforests, waterfalls, breathtaking mountains set as the backdrop of the most amazing sunrises and sunsets in the world. In Maui, you’ll find yoursel...

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Talk with our friendly local concierge.

Call 808-690-9053 ▸

Visit Our Hawaii Office:
950 Kawaiahao St #305 Honolulu, HI 96814