![]() | |
![]() | |
![]() |
Customer Service Information |
|
![]() |
The Nine Principles of Customer Service for the Travel IndustryŠ
If you want to learn how to get your clients to do your selling for you through excpetional customer service, read on. Learn customer service secrets from tourism professionals, apply them to your business and prosper. 1. Be a Good Listener - Most important, listen to your customers' concerns and complaints, as well as their praise. Discover what it is they want. Your guests are your best source of information in assessing your services and performance. Well-written guest surveys are invaluable for getting feedback, testimonials, and referrals. Help prospects qualify themselves before signing up. Make sure they understand the rigors, responsibilities, and dangers, as well as the level of exertion, entailed in the experiences you offer. 2. Exceed Expectations - Under-promise and over-deliver on a consistent basis with exceptional service. This is what they'll remember and tell their friends about. It is amazing how small details can make a big impression. You work hard and spend big money to get qualified prospects to call your office or e-mail you. How professional, informative, and timely is your response? That first contact can set the tone and significantly impact a purchasing decision. 3. Practice Safety - Clients want to know the destination and activities are safe. They will feel more at ease during real or perceived risks if they have been educated about their new activities or environments in advance. Unfortunately, if most human beings' fears or worries are not addressed, their minds will grow weeds, not flowers. Advise on plant, animal, and natural resource cautions. Let them know that there is generally nothing to worry about if they respect the environment and heed your advice. Brief guests on your safety procedures for any excursions without staff away from home base. 4. Provide Great Food - Guests must eat well, never be hungry, and have adequate water and drinks. Fresh food with ample portions served at a scheduled time can make any adventure more memorable and satisfying. If meal service is going to be delayed, provide a little snack to tide guests over. 5. Cater to Sleep Needs - Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Cater to individual needs by offering single accommodations. Charging an extra cost is okay. Provide easy access to bathrooms with safety procedures for nighttime use. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand out earplugs if necessary. 6. Think Comfort - Provide first world standards when possible. Bathroom breaks and bathing is important on a regular basis. Give people every opportunity for comfort: hammocks, beach chairs, portable toilets, whatever you can provide. Never go too long between bathroom breaks. Some guests may have weak bladders and need more frequent breaks to feel comfortable and relaxed. Make sure everyone has adequate water, as well as appropriate clothing and footwear. 7. Be Sensitive to Capabilities - Never exceed physical or mental capacities of guests. Always ask groups and individuals if they are comfortable with the activity and exertion level before and during the activity. Be sensitive to the slowest as well as strongest in the group. Splitting the group into two smaller groups is a good option. Rest as needed. I believe in a trip rating or difficulty system that allows guests and outfitters to jointly participate in selecting the most appropriate trip. 8. Be Fun - Be friendly, helpful, courteous, and fun! Make sure your staff is there for the guests and not for themselves. Good storytellers, jokesters, and musicians can distinguish your staff and company from other companies. Be sensitive with humor and with families with kids. If you cater to kids, employ staff that loves kids. Guests sometimes need encouragement or guidance to try an activity. You are the guide and activity director combined. Discuss activities or mini-classes in advance so guests will know what is happening and when. 9. Provide Information - An informed guest is safer and more relaxed, and has more fun. Our guests are educated and want to learn about their new environment. Assume that guests know little or nothing about their surroundings. Look for opportunities to provide a minimum of three details about each type of surrounding element during any outing. Be prepared to talk about the plants, animals, birds, trees, rocks, geological formations, fish, marine mammals, and shells. Include information about local culture, economy, and history, too. The more we can share, the more value we are providing our guests. Like other businesses I know and have worked with, you, too, will experience more repeat clients and referrals by applying these details of great customer service. Your business, in time, will prosper like never before! Since 1994, Tim Warren and Adventure Business Consultants, has helped dozen's of travel business, destinations, tourism Assn. and boards with customer service training, consulting and creating exceptional marketing material. Click Here For Free Bimonthly E-zine - Tourism Business Success - http://www.AdventureBizSuccess.com News, tips, tools and specials that you can use to increase your travel business success.
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in âBest Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Samsung Electronics Canada Customer Service Wins Bronze in âBest Use of Omni Channel' at International CX Awards 2024 Business Wire Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList⢠for Digital Customer Service and Support PR Newswire QueueKioskâ˘: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: Itâs huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com CSPI & Nutrition Action Customer Service CSPI Newsroom Firm to expand customer service in Yorkshire with new service centre Golf Business News Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan How banks can build consumer confidence with stellar customer service Insights by Samsung Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net 311 - Birminghamâs Customer Service Center City of Birmingham (.gov) Palm Coast Utility Department Celebrated for Enhanced Customer Service City of Palm Coast 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Customer Service & Support Hillsborough County (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Deltaâs annual profit-sharing day spotlights âpeople firstâ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Contact Reverb Support Reverb Charter Names Robyn Tolva Senior Vice President, Customer Service Reliability | Charter Charter Communications America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets⢠PR Newswire Can artificial intelligence rescue customer service? The Economist Permitsâcustomer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf President Biden Announces New Customer Service Actions, Targets Subscriptions and âDoom Loopsâ CX Today 11 key elements of excellent customer service Business.com Launch of New Districtwide Customer Service Platform The School District of Philadelphia Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Transforming Customer Service: How Robotic Process Automation is Reshaping Call Centers IBTimes India Summer EBT | Department of Human Services Governor Tom Wolf Video Quick Take: Intercomâs Brian Donahue on How AI Agents Can Be Your First Tier of Customer Service Support HBR.org Daily |
![]() |
![]() |
![]() |
RELATED ARTICLES
Courting Customers - From First Date to Marriage Landing a new client is like courting a potential spouse. The first date is usually a make or break situation and if the door is still open, the work has just begun. In the Villa of the Sick Cat -- A Lesson in Customer Care If you're a pet owner, you know the stress of having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling kitty in tow. Client Appreciation - It Means Everything! Want to know the secret for keeping your clients forever? And what if you could keep your revenue growing by 25 percent every year, because your clients loved the way you appreciated them? In this article, you will learn how easy it is to develop a powerful client appreciation program. Once in place, an appreciation program will forever change the way you operate and manage your business. Debt Elimination Scam May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it. Create Win-Win Deals With Your Competitors In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. Customer Service Is Dying - and Im Not Feeling So Good Myself Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire. Businesses Need to Rehumanise Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here. Is your Online Business Customer-Friendly? Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. CEM Can Improve Customer Loyalty 'A 5 percent increase in customer retention increases profits by 25 to 95 percent.''The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped . Are You Satisfying Your Customers? The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Are You Putting Technology Before Your Customers? Which is more important the technology or the customer?The one thing about the online world you can be sure of is change.It seems like every day there is a new technology being addedwhich will make the internet more accessible. Carpet Cleaning in Surrey Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these. What Every Manager Should Know About How to Prevent Customer Service Conflicts There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc. 3 Special Benefits Every Customer Wants Every customer looks for 3 special benefits when they dobusiness with you. They may not specifically ask for thesebenefits. Sending Mixed Signals Can Send Your Clients Away I call it the "wave and roll."You walk up to an intersection. Communicating for Profit and Customer Satisfaction The President of a 200+ store division of a major retailer learned of a serious communication problem and commented that 'this was to be expected in large organizations'. Well, that clears everything up. Adjustment DENIED It's just a simple thing - I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box. Minimize The Pain of Check Recovery $350 million in bad checks are written each and every week. That fact alone makes bad checks a serious problem for American businesses. Why Passenger Surveys are a Transport Operators Best Friend Public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Not only are surveys an efficient method of market research that will help identify areas of passenger dissatisfaction, they are also perfect for measuring the effects of improvements and can, at the same time, help promote new initiatives to customers using the service. One Critical Question to Ask Yourself Every Day What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones. ![]() |
home | site map |
© 2006 |