Customer Service in the Travel Agent Career

With more and more businesses facing financial pressure, a new ‘back-to-basics’ trend is emerging in the travel industry. One of the key requirements for travel agencies, rapidly gaining more importance in the industry, is that of great customer service. In the modern travel industry, where the primary challenge faced by many agencies is that of online booking, customer service can provide a vital part of a client’s experience with an agency, and make booking with that agency a more attractive option. Here are a few customer service tips which may give you the advantage when applying for travel agent jobs.

On Arrival

One of the first principles of good customer service is that it begins as soon as a client walks through your door. For those looking for travel agent jobs, it’s worth cultivating the ability to make a good first impression (a tip that’s handy at the interview stage as well!). When a client first arrives at your place of work, acknowledge them with a greeting – it doesn’t have to be over the top, and a simple ‘hi’, ‘good morning’, or ‘good afternoon’ is often a good beginning. For travel agents, who must give clients a sense of confidence in their services to make a sale, a good first impression is invaluable.

If you are busy dealing with another client, it’s acceptable to inform your new client that you’ll be available to help them in a minute or two. Clients will usually understand the situation, and be happy to wait.

Dealing with Clients

One of the keys to good customer service is to be polite, friendly, and respectful at all times. Travel agent jobs can often involve working to tight deadlines, and it can be easy to let the pressures of a tight deadline show when you’re dealing face-to-face with clients. Being able to keep a positive attitude, when discussing possible itineraries or holiday plans, is essential to maintaining a client’s enthusiasm about their prospective holiday.

Finishing Discussions

One unique facet of travel agent jobs is that a travel agent may always be ‘on call’ to consult with a client about problems they encounter, or even just to give them the latest offers and updates on their services. Customer service skills can help at the beginning of this process in terms of asking a client if there’s anything else you can do for them, and reassuring them by staying in touch.