Your customers are your lifeblood. They can literally make or break your business – so if you hone some solid customer service skills, you're going to set yourself apart from your competition and keep your clients coming back to you for all their travel needs.
Here’s what you should focus on:
PRACTICE CLEAR COMMUNICATION
Don’t beat around the bush; customers can see right through that hedging. Be honest, concise and clear in all your communications with your clients. Don’t know the answer to a particular travel question? It happens – so let them know you’ll look into it and get back to them with an answer. And make sure you actually do get back to them in a timely manner.
SPEAK AS YOUR CUSTOMERS DO
Clients don’t want to feel like they’re speaking to a perfectly trained robot, especially when they're discussing something personal like planning their vacation. Use casual, friendly, pleasing language while still conveying that you're an authority in the industry.
STAY AWAY FROM NEGATIVE LANGUAGE
Remain positive. This means that when your customers ask you for something specific, try to avoid saying something like, “I can’t do that for you.” Instead, offer them some kind of resolution. Maybe you cannot fulfill their specific request, but showing them that you’re proactively seeking another solution will build trust and rapport.
THANK THEM PERSONALLY
Ever think of sending your clients a handwritten "thank you" card after they’ve returned from their leisurely vacation that you helped set up? A personal touch goes a long way in this business, and in a world where customer retention is so important, it’s crucial that you do something a little special to let your clients know how much you appreciate them.
IF A NEGATIVE SITUATION DOES ARISE, BE PREPARED
In business, dealing with difficult customers is just something you can’t always avoid. Being prepared for the worst can help you to stay positive.
For Further Reading: “How to Deal with Difficult Customers”