Travel Reference
In-Depth Information
Face-to-face communication has distinct advantages
when compared to other situations when you cannot
see the customer. For example, it is the best way of
creating a positive impression with the customer,
through a welcoming smile, professional manner and
smart appearance. Face-to-face communication also
allows you to see customers' responses to what you are
saying by studying their non-verbal communication,
e.g. their facial reactions. You can also reinforce
your message using appropriate body language and
gestures.
Communicating by telephone
The telephone is an essential part of daily life for
businesses, not least in the travel and tourism sector.
Staff use telephones to keep in touch with each other,
while many customers' requests for information, advice
or to make a booking are handled over the 'phone.
From the customers' point of view, using the telephone
is fast, convenient and relatively cheap, as well as
allowing instant feedback. Disadvantages include the
fact that the callers cannot see each other (non-verbal
communication is not possible) and there is no written
record of what was said, although it is now common
for many organisations to record telephone calls for
security and as a staff training aid. This is the case in
call centres, which are purpose-built facilities used by
larger travel and tourism organisations to centralise all
their customer contacts. Tour operators, airlines, tourist
boards and car hire companies are just some of the
travel and tourism organisations that have call centre
operations.
A customer service adviser at Stansted Airport
•
Always speak clearly and use language appropriate
to the caller;
•
Take notes if there is a message for another member
of staff;
•
Transfer calls to another appropriate member of
staff if you cannot deal with the customer yourself;
•
If you promise to call a customer later, make sure
you do it!
Similar rules apply if you are contacting a customer,
except that you will be paying for the call!
There are a number of important points to bear in mind
when dealing with customers' incoming telephone
calls, for example:
Written communication
With the many developments in telephone and internet
systems, it would be easy to think that customer service
staff no longer need to communicate in writing, but
it does still happen! In fact, there are many types of
written communication used in the travel and tourism
sector, such as letters and faxes, memos, brochures
and leafl ets, reports, documents for meetings, notice
boards, posters and advertisements, press releases
and articles, annual reports, timetables and manifests
(lists of travellers), etc.
•
Answer all calls quickly - leaving a call for more than
5 rings is considered ineffi cient;
•
Greet the caller with your name and/or your
organisation and ask how you can help;
•
Smile while you are talking! This may sound crazy,
but it really does help you to project a welcoming
tone to the customer;
•
Listen carefully to what the caller is saying;
Written communication may be formal, for example a
reply from a hotel manager to a customer's letter of
