Kunming should be the "last level" of "30 days without reason" service vanguard to keep coming to Yunnian tourists to return to the satisfaction

In recent years, Yunnan Province has continuously promoted the Trilogy of Trilogy of "Rectification of Chaos, Smart Tourism, Enhance quality" tourism revolutionary revolution, grasping online intelligence and promotion, high -quality development of offline with one hand, and continuously improving the tourism environment and improving tourism experience. Focusing on the "improvement of quality", for the tourism market pain point of tourism shopping, starting May 1, 2019, "30 days no reason to return" services in the province will be promoted in the province.

Kunming, as a vanguard of "30 days without reason" service, actively responded to policy requirements. On April 25, 2019, the Kunming Tourist Shopping Return Supervision Center was set up under the command center of the Kunming Tourism Market Supervision Comprehensive Schedule Command Center. Under the guidance of the Municipal Culture and Tourism Bureau and Kunming Tourism Market Supervision Headquarters Command Center, it has solidly promoted the work of "30 days without reason to return" tourists in the city.

After more than three years of good operation, as of July 14, 2022, a total of 4,651 applications were accepted, with a total refund amount of 29.766 million yuan, which has been completed. By continuously improving the efficiency and service reception capacity of the return, the completion rate and satisfaction of tourists have been achieved. The legitimate rights and interests of tourists have been guaranteed, the tourism consumption environment is optimized, and "30 days without reason" has become a new symbol of Yunnan and a new brand of tourism in Yunnan.

Construction of the "one network" work pattern of shopping returns solidly promotes the work of "30 days without reason"

In addition to the Kunming Tourist Shopping Return Supervision Center, Kunming City also set up 18 county (city) district -level tourist shopping and return supervision points in various counties (cities) government and development (vacation) park. The results of the tourists in the area of ​​the district and feedback the return of the return to the supervision center; at the departure hall of the Changshui International Airport of Kunming, the Kunming (high -speed rail) South Railway Station, the Kunming Railway Station North Plaza according to the "unified name, the name, the unified name, the" unified name, The requirements of uniform identification, unified design, and unified regulations set up 3 "Yunnan Provincial Tourists Return Center" Kunming service points, strictly follow the province's tourism shopping return process, and the staff of the return of the return on goods will take turns on duty to provide tourists with the return on -site service of the return of return. Essence

In order to broaden the application channels for tourists' return, as of now, Kunming has set up 200 tourist shopping returns in Kunming City tourists in the city's scenic spots, libraries, cultural museums, museums, large shopping mall supermarkets, high -end hotels, automobile passenger stations and other places to form The city's shopping return "one network" layout. The return consultation point is set up to set up the consultation point at the tourist service window (visitor center, front desk, consultation desk, inquiry desk, service center, service center, etc.). After training, enterprise employees are responsible for providing basic return consultations for tourists with return demands.

Take up the "last level" of the provincial capital responsibilities to guard the tourists who come and return to the Yunnan Yunnan

On October 1, 2020, Mr. Zhang from Inner Mongolia came to Kunming Changshui Airport Return Service Point to apply for a return. Mr. Zhang asked the staff: "Today is the National Day and the Mid -Autumn Festival. Do you not take a holiday? Buy in Dali and Lijiang, can I apply for a return here? Can I really receive a refund? "

The staff of the class patiently introduced Mr. Zhang to Mr. Zhang's acceptance conditions, return process and government supervision of tourists in Yunnan Province, and dispelled his concerns. Through preliminary inspections, Mr. Zhang's two products meet the conditions of return acceptance and can apply for returns. Subsequently, the staff guided and helped Mr. Zhang fill out the return application in the "You Yunnan" APP and registered. After 15 minutes, Mr. Zhang received the return address of the feedback from Dali Prefecture and Lijiang Return Supervision Center, and at the service point at the service point, he was at the service point. Send the goods back through SF Express.

On October 4, the staff of the Return Supervision Center returned to the visit of Mr. Zhang to receive a full refund. When the entire return process was dissatisfied, Mr. Zhang said that he had received a full refund. He said to the staff, "" Due to your enthusiastic and thoughtful service, the regrets I encountered in shopping were swept away. I expressed my deep gratitude, thanked the return center, and thanked the people of Yunnan! "

It is understood that among the 4651 returns accepted by Kunming in more than three years, there are 2,428 returns involving other states, involving a refund amount of 17.576 million yuan, accounting for 52.20%of the city's total acceptance. In addition, the return application to Kunming City on the "one mobile phone management tourism" platform, verifying the situation and reporting the processing involved in other states. In the first half of 2022, there were 197, accounting for Kunming City to receive it. 24.17%of all returns applications.

As a provincial capital city, Kunming has carried out the responsibility of the provincial capital city and played a leading role in demonstration. Any tourist who purchases tourist products in Yunnan Province can enjoy a relaxed, fast and satisfactory return service service at Kunming City Return Service, and follow -up to visit tourists within 10 working days. The "last level" of tourists who returned with satisfaction.

Focus on tourists to satisfy this fundamental service to protect the "golden signboard" of Yunnan tourism

At the Kunming Changshui Airport Return service point, there is such a message book that records the opinions and suggestions when tourists come to handle the return.

"Thanks to the Yunnan Provincial Government's support for tourism services and the protection of tourists, and play a positive role in the healthy development of Yunnan's tourism industry in the future. I also thank the service staff for the enthusiastic service." Such a thank -you message, Kunming Changshui Airport Return service point accumulated Receive hundreds. Behind these words is tourists' recognition of Yunnan's "30 days without reason" service, and it is also the affirmation of tourists to help the staff who help them return. In order to grasp the key to the timeliness of return and achieve the goal of "rapid return". In order to grasp the implementation of "30 days without reason" and create a "tourist shopping return at any time" for tourists, the three returns service points in Kunming City at the "Guidelines for Return to Service Point for Return to Service Point for Returns Center in Yunnan Province (Trial)" Requirements On the basis, we must grasp four critical time.

In 1 minute, I know if I can refund. On the premise of ensuring the safety of the goods, the staff of the return service point is based on the needs of tourists and the vouchers provided by the tourists to analyze whether the tourist return request can be accepted within one minute.

Submit a return application in 5 minutes. The staff of the return service point will guide tourists who meet the conditions of the return acceptance within 5 minutes to log in to the "You Yunnan" app or dial 0871-12345 to submit the return application.

Completed the product mailing in 15 minutes. In order to shorten the time for tourists' return disposal and improve the return efficiency of the return on the return, the return service point of the Kunming Airport returns service point introduced SF Express Service. After the return address, you can complete the commodity return within 15 minutes.

After the entire process of tracking the return visit within 10 days, the staff of the Kunming Return Supervision Center will track the progress of the return and refund in accordance with the principles of 100%of the return visits within 10 days of the return application to ensure that tourists receive the refund in time, and collect tourists to return the goods to the return of the goods. Satisfaction of service. At the same time, the objections generated by tourists should be dealt with and explained in a timely manner to ensure the timing of the return of the return and effectively reduce the secondary complaint rate of tourists.

The service staff's work behavior provides enthusiastic, thoughtful and detailed services, sets up awareness of improving the efficiency of return services, and has won unanimous praise from tourists.

In the next step, the Kunming Tourist Shopping Return Supervision Center will continue to be satisfied with tourists, pay close attention to the timeliness of return, do a good job of standardized services, provide tourists with a more convenient, fast and transparent return service, create a good integrity of Yunnan tourism environment, protect Yunnan tourism well "Age signboard".

Cultural Tourism Head Forty Media Reporter Li Hang Correspondent Li Yaquan

Kunming Tourism Market Supervision Comprehensive Dispatching Command Center Map

Editor -in -chief Wang Yuan

Review Li Wennu

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