10 Tactics For Great Customer Service

by Cheryl Rosen
10 Tactics For Great Customer Service


At TMR’s Travel MarketPlace conference this week, Buddy Rice, consulting partner at Shepard Presentations, noted that 40% of customers who say they are satisfied with an experience still never come back, according to a recent Vanderbilt University study. So just keeping a customer satisfied is not enough.

Here are 10 tips to take your customer service to the next level and keep your customers not just satisfied, but coming back.

1. Manage the first impression. Set a professional tone from the beginning to establish credibility and confidence.

2. Build your knowledge and skills. Invest the time it takes to be a real expert. And build the relationships that let you call on someone when you don’t have the answer yourself.

3. Build rapport. Think like the customer and communicate on a personal level rather than always talking business. Find a common interest before talking about work

4. Be enthusiastic. Show passion for what you do and pride in your work.

5. Communicate. Then communicate some more.

6. Make no mistakes. Turn every error into a moment of magic; use the recovery to show them just how good you are at what you do. Acknowledge the error; apologize; fix it; own it with no excuses; and do it immediately.

7. Offer a quality product. Make sure you at least meet the competition on product—and then beat them on service! Build a culture of innovation and continuous improvement.

8. Under-promise and over-deliver. Deliver ahead of schedule; exceed expectations whenever you can; offer unexpected surprises that delight.

9. Show appreciation. Recognize special occasions with a handwritten card or note – and always say thanks for the business when they get home. Set the standard for service excellence by following the Employee Golden Rule: Treat your employees as well as you expect them to treat your customer.

10. Be consistent. Sure, you know all these things. But do you do them every single time? Let your clients know that you not only deliver great service, but you do it in a predictable, consistent, sustainable way that will never leave them disappointed.

  3
  0
Tip of the Day
Daily Top List

Most Useful Twitter Accounts for Travel Agents

1. AskTSA

2. FlightRadar24

3. Department of State

4. CLIA Global

5. ASTA

Source: TMR

TMR THIS WEEK
http://services.travelsavers.com/AMGService.svc/REST/GetImage?ImageID=01926fc8-d3f7-e711-80eb-782bcb667b27

Look to Luxury Land Clients When Filling Luxury Cruise Ships

Capturing the ‘not-so-new’ luxury travelers and converting them to luxury cruise passengers can lead to big business for travel agents.

TMR Recommendations
Top Stories
Bomb Cyclone Delay Raises Issue of Clients' Rights When Service Goes Awry
Bomb Cyclone Delay Raises Issue of Clients' Rights When Service Goes Awry

An airport incident between passengers and a Canadian airline in Boston during the “bomb cyclone” highlights the tensions that can rise when there are significant delays.

Multi-Trip Travel Insurance Could Cost Less, But Has Low Awareness
Multi-Trip Travel Insurance Could Cost Less, But Has Low Awareness

This lesser known option has yet to catch on because most travelers aren’t aware of it, and agents are more inclined to sell single-trip policies.

What Do the New Facebook Rules Mean for Travel Agents?
What Do the New Facebook Rules Mean for Travel Agents?

Changes announced this week by Facebook’s CEO may lead to less value for businesses trying to reach customers through unpaid content on the social media platform.

Lonely Planet’s Top Places for Solo Travel Includes Adventure and Foodie Destinations
Lonely Planet’s Top Places for Solo Travel Includes Adventure and Foodie Destinations

The travel guide’s list includes 10 cities from around the world that will convince even the most uneasy single traveler that it’s time to start exploring solo.

Headquarters Happenings: After a Successful 2017, Travel Leaders Looks to a Stronger 2018
Headquarters Happenings: After a Successful 2017, Travel Leaders Looks to a Stronger 2018

Synergies from 2017 merger, enhanced travel agent tools, and expanded luxury offerings propel the company into the new year.

Travel Agents Sail into Wave Season
Travel Agents Sail into Wave Season

Travel professionals are taking new approaches to their customers, their marketing and their business processes in 2018.

News Briefs
Advertiser's Voice
Advertiser's Voice: Scenic Cruises