Great customer service tips can be the difference between retaining clients and losing them. It means understanding clients’ needs and fulfilling them in a timely manner, even when you are in different time zones and countries apart.
Travel agencies, tourism businesses, airline and railway companies, and especially hotel chains need a customer service routine. Excellent customer service, especially on an international level, is imperative to your success. Global Call Forwarding personally engages with firms in the tourism and travel industry. This means more than just providing toll free numbers for your company. We want to help you provide personalized and intuitive service to your clients with ease.
We reach into countries as far as the United Arab Emirates (UAE), Thailand, Singapore, Indonesia, and the Philippines. Whether you are based in the United States and want local phone numbers in these areas, or you are an independent travel agent who needs a way to filter phone calls while they are on the road, Global Call Forwarding can assist you in creating memorable customer service.
It is time to foster loyalty and stand out from your competitors through engaging with clients in a convenient manner. For this reason we have provided 8 customer service tips for the tourism industry:
1. Communication. Always.
This seems like a given, but you would be surprised how many companies forget this simple concept. Inconveniences will happen and delays are inevitable. However, it just makes sense to tell your clients what is happening with their travel plans. Do not leave them in the dark during a delay. Tell them in person, on the phone, through speakers, with an email, over social media – whichever medium makes the most sense so that you are always communicating with them.
2. Don’t Allow For Unnecessary Disruptions or Waiting Time
Scheduling and reservation issues, lost baggage, gate changes, and ticket purchases can already make a customer feel on edge. Imagine these types of conversations in an unknown or unfamiliar country, such as Thailand or Singapore, and how time zone differences can make matters even more complex.
When an individual calls your customer service representatives, try as much as possible not to place them on hold. Instead, international call forwarding and the integration of local phone numbers into your systems gives you the ability to lessen their wait time so they can get back on the road.
3. Keep Your Internal Teams Informed and Organized
Consider that you run an airline based in the United States that books clients with flights into the United Arab Emirates (UAE). Your customer service agents and hospitality connections are based in Indonesia, Philippines, and Thailand. With all of these countries working together inside of one company, internal communications can easily go off the rails. You do not want to accidentally give conflicting information about a client’s travel itineraries.
Internal teams must stay up to date on the latest travel news and notices. Bosses and managers must stay connected as well, even in the busiest airports. Make sure that everyone is able to stay connected with each other.
4. Set up Different Lines for Different Needs
How does your current customer service team navigate hospitality services, purchasing airline tickets, making reservations, confirming itineraries, and contacting tour and cruise packages with new destinations? These are just a few but common essentials tourism faces on an hourly basis. However, if one client calls in asking about their travel reservations and is met with a confusing phone system, they are less likely to return to you for their future needs.
Instead, international call forwarding and other helpful phone features allows you to direct people to different lines. If possible, set up different lines for sales, lead generation, telemarketing, welcoming phone calls, inquiries and billing issues, as well as customer service. This is better for customer retention and loyalty.
5. Make Certain Calls a Priority
Every company receives spam numbers, including companies based in the UAE, Singapore, Thailand, Indonesia, and the Philippines. However, you should not let this get in the way of excellent customer service. Utilizing black and white lists means that you can filter out unwelcome calls and give preference to callers who are considered top priority. This is especially useful in the hospitality industry, where it is imperative to reach the right people at the right time.
6. It’s Okay to be Automated
Many will suggest that automated systems are impersonal, and depending on how you use this type of system, they can be. However, having a reliable automated system can also be a functional customer service tool for your company.
Imagine calling a company over and over only to have a call dropped, or only to find that you keep dialing in the wrong line. Having an international call forwarding system done the right way will prevent this issue in the future. An automated system may even help them address the right information much faster than with a person.
When you address their needs right away, your team can move on with their day – and so can your caller. This simplifies the transition between calls as well.
7. Stay Friendly
Unfortunately, hospitality representatives can bring out the worst in people. Frustrated clients usually result in tension on both sides. However, even if a client has a terrible travel experience, they should remember your excellent customer service. So, be sure to alleviate the key frustrations of your clients and stay friendly with them.
8. Be Local
Finally, customers appreciate seeing companies as local. Customers are more likely to call your company if they do not have to pay a fee to do so. This immediately makes you more accessible than your competitors. So, using local phone numbers and tll free numbers based in their city is a great way for them to feel like they are staying with a business that cares.
Travel, Tourism, and Hospitality
Get ready for takeoff! Whether you are an individual agent who needs help filtering incoming calls or you are an executive at an internationally recognized airline, Global Call Forwarding makes the running of your business much smoother.
Global Call Forwarding can be extremely beneficial to the customer service of your company, whether you have roots in Singapore, Thailand, the Philippines, Indonesia, or the UAE.
