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Consulting, Speaking & Training
Travel Agencies
CUSTOMER SERVICE TRAINING
TRAVEL AGENCY MOMENTS OF TRUTH:
PERFORMING FOR ZERO CUSTOMERS SERVICE DEFECTS (all employees)
There is too often a significant gap between the lip service a business gives to a customer service orientation, and the translation of "the promise" at a delivery "moment of truth". This on-site training explores what the term "good service" really means from the customer point of view. Examples of winning and losing customer service interactions are provided from a number of different industry perspectives, but are always be related back to the travel industry and the front line travel consultant.
Blended with an orientation to customer service is a focus on sales. Too many travel agents seem to believe that sales and service are contradictory terms. This interactive training provides numerous illustrations to convince the front line agent that competent selling and good service go hand in hand.
Front line sales people will leave this workshop:
- with an enhanced commitment to professional customer service excellence.
- with an increased understanding of what good service means to agency customers, and vitally important, how to deliver on the "good service" promise.
- with an appreciation for the personal satisfaction that is derived from a consultative selling approach to travel agency sales.
- with a renewed an expanded understanding of the practical techniques involved in effective non-manipulative consultative selling.
In short, your agency personnel will leave this training with greater motivation and improved skills that will simultaneously improve both their sales and service performance.
This is a spirited and motivational customer service program for all agency personnel which combines well with "Mastering The Art Of Collaborative Selling" for a full day program. As a stand alone training this is a one to three hours.
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