£2.3million immigration hall upgrade plans at Bristol Airport

£2.3million immigration hall upgrade plans at Bristol Airport

Monday, 24 October 2016 14:00

Following ...

Intrepid targets socially conscious Gen Z with new Geckos age-range

Intrepid targets socially conscious Gen …

Monday, 24 October 2016 11:00

30 year olds will be ‘too old’ for Geckos Adventures next year, as the Intrepid Group has announced that it will cut the age range to meet a growing demand...

New survey reveals just one in 12 Brits manage to wangle an upgrade

New survey reveals just one in 12 Brits …

Monday, 24 October 2016 08:40

New research from Jetcost.co.uk has revealed that only 8% of British travellers have actually managed to secure a free upgrade for their holiday, with flight upgrades and hotel room upgrades...

Just You launches travel trade solo experience

Just You launches travel trade solo expe…

Friday, 21 October 2016 14:00

Just You has announced its largest investment to support the travel trade with the launch of 200 joint marketing events to promote solo travel.

Spontaneous people are happier according to Snaptrip survey

Spontaneous people are happier according…

Friday, 21 October 2016 11:00

Spontaneous people are often believed to lead more exciting or glamorous lifestyles and a new study has confirmed that they are happier in all aspects of their lives.

Top Brighton attractions on Combi-Saver tickets for half term

Top Brighton attractions on Combi-Saver …

Friday, 21 October 2016 09:00

Visitors to Brighton this October half term can save up to 20% on its top three paid-for attractions with combination tickets now available for British Airways i360, SEA LIFE Brighton...

Free cabin upgrades with Cosmos Tours

Free cabin upgrades with Cosmos Tours

Thursday, 20 October 2016 14:00

There still’s time for agents to book a Croisieurope river cruise for their customers with a free cabin upgrade on a range of river cruises throughout Europe, when booked with...

Last minute autumn breaks available at Haven

Last minute autumn breaks available at H…

Thursday, 20 October 2016 11:00

Agents can still give their customers a last minute family break this autumn from £99 when booking a Haven holiday between now and November 5.

Skiers urged to head east for best piste costs reveals new report

Skiers urged to head east for best piste…

Thursday, 20 October 2016 08:00

Cash-conscious skiers can avoid the slippery slope of higher prices for their annual downhill trip by heading to ski resorts in Eastern Europe.

Design an anniversary poster for DFDS competition

Design an anniversary poster for DFDS co…

Wednesday, 19 October 2016 14:00

Ferry operator, DFDS, is putting out a call to professional and amateur artists to create a poster that will be used in their 150th anniversary celebrations this year.

Savings on worldwide adventures with Explore

Savings on worldwide adventures with Exp…

Wednesday, 19 October 2016 11:00

Explore has launched a new collection of worldwide adventures with a launch offer of up to 10% discount on all new trips booked by November 7.

New route to Seattle makes it one to watch for 2017

New route to Seattle makes it one to wat…

Wednesday, 19 October 2016 09:12

Seattle is expected to be one of the fastest growing US destinations for UK travellers next year with a Virgin Atlantic direct non-stop daily flight launching March 2017, new hotel...

Air Transat launches 2017 programme with increased connections across Canada

Air Transat launches 2017 programme with…

Tuesday, 18 October 2016 14:04

Air Transat has expanded its programme of flights from the UK to Canada with increased capacity and connections for travel in 2017.

Oceania Cruises reduces single supplement fares

Oceania Cruises reduces single supplemen…

Tuesday, 18 October 2016 14:02

Oceania Cruises has launched a reduced single supplement promotion for solo travellers, with guests offered single supplements fares from 25% on seven itineraries, booked before December 31.

Mall of America welcomes arrival of MythBusters

Mall of America welcomes arrival of Myth…

Tuesday, 18 October 2016 14:00

Running throughout autumn until January 15, 2017, visitors can ignite their curiosity and discover whether they can really huff and puff to blow a house down; if running in the...

Emirates to launch new daily service to Fort Lauderdale

Emirates to launch new daily service to …

Monday, 17 October 2016 11:00

Emirates has announced that it will launch a daily service between Dubai and Fort Lauderdale-Hollywood International Airport, on December 15, serving the South Florida area, including Fort Lauderdale, Miami and...

Have you ever wondered how you can improve your customer service? Perhaps you'd like to increase client retention figures or learn how to attract new business? Sales managers up and down the country spend a lot of time with agents, training them, helping them to boost their product knowledge and observing them in their day-to-day role.


We spoke to a top UK sales manager with years of experience to reveal the bad habits that agents (and surprising, many agency managers) have picked up and then asked what agents should be doing to boost their skills in customer service and at the same time helping them to win over more satisfied customers.

Here's what they said:

1. If your client is struggling to open the door – don’t sit and watch, approach and assist! I’ve seen this so many times over the years and I continue to be shocked that when clients struggle to open the door (if they are elderly or struggling with a pushchair), the agent just sits there and watched them. NO! Jump up and help them – you want the business don’t you?

2.  Take time and get off your chair, offer your hand to the client and ask them to take a seat, to discuss the holiday. Ask them straight up – are they looking to book something or are they just after ideas at the moment?  

3. Don’t forget to smile and take notes on what they are telling you so that you don’t ask them the same question endlessly - I see this all the time. People like to know you are listening to them and asking them to repeat the same information demonstrates that you’re not.

4.  Keep your desk clean and organised; no one wants to see what you had for lunch – or see the mountain of paperwork you haven’t yet sorted… You care right?!

5. Ask them a few question and get to know them – is the holiday for a specific occasion? Do they have a destination or hotel in mind? And if they do - why that particular one? Start building a rapport by getting a feel for what your client is after.

6. Other questions you should be asking include what the client would like from their holiday – to boost their destination knowledge? For relaxation? etc...Only then will you be able to determine what type of holiday is most suited to them.

7. If your client appears cagey, ask them what has been their most memorable trip to date and what stood out for them. This takes them back to a place where they can visualise what made them happy, boosts your rapport with them and shows that you care how they feel.

8. Do not try and sell anything until you have understood the client's motivation and how far down the booking process they are. The more you illicit information and retain it – the more you can personalise.

9. If they are sat with you don’t forget to think about offering them a drink or asking for an email address for some follow up information - and then send them something. Even if it’s just a ‘Thanks for coming in today, it was lovely to meet you and I look forward to assisting you with your exciting plans...". A little courtesy goes a long way.

10. Last but not least, at the end of your conversation, don’t forget to get up out of your seat, thank them for talking to you and escort them to the door… Manners cost nothing, but mean a lot.

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