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.

  2
  0
Tip of the Day
Daily Top List

Top Five 2017 Travel Destinations

1. Havana, Cuba

2. Cape Town, South Africa

3. Merida, Mexico

4. Denver, Colorado

5. Vancouver, Canada

Source: Forbes

TMR Recommendations
Top Stories
Rise Of Independent Hotels: An Opportunity For Travel Agents
Rise Of Independent Hotels: An Opportunity For Travel Agents

Travel professionals understand what a client wants and what a hotel has to offer -- and that makes for a perfect match.

Travel Agents Are In Vogue. Literally.
Travel Agents Are In Vogue. Literally.

The industry is abuzz as the famous fashion magazine says the use of travel agents is back in style among the world's cognoscenti.

California Invests In Agent Tool To Help Sell Curated Trips
California Invests In Agent Tool To Help Sell Curated Trips

The state's tourism agency has upgraded its training and sales tools because it feels travel agents are best able to sell authentic experiences.

Industry Mourns Passing Of Pallavi Shah
Industry Mourns Passing Of Pallavi Shah

A beloved travel industry fixture who connected people to each other, and to destinations all over the world, Shah is being remembered fondly this week.

Travel Agent Bonanza Continues With Strong Summer Vacation Season
Travel Agent Bonanza Continues With Strong Summer Vacation Season

Best summer ever should buoy travel consultants, especially those in the luxury sector.

AIG Travel Rolls Out Customizable Insurance
AIG Travel Rolls Out Customizable Insurance

Destination wedding canceled because groom got cold feet? Stranded on the tarmac for two hours? New Travel Guard products address issues not typically covered by travel insurance.

News Briefs
Advertiser's Voice
Advertiser's Voice: American Queen Steamboat Company