The Nine Principles of Customer Service for the Travel Industry
1) Be a Good Listener
Most important, listen to your customers' concerns and complaints, as well as their praise. Discover what it is they want. Well-written guest surveys are invaluable for getting feedback, testimonials, and referrals.
2) Exceed Expectations
Under-promise and over-deliver on a consistent basis with exceptional service. This is what they'll remember and tell their friends about. It is amazing how small details can make a big impression. That first contact can set the tone and significantly impact a purchasing decision.
3) Practice Safety
Clients want to know the destination and activities are safe. They will feel more at ease during real or perceived risks if they have been educated about their new activities or environments in advance. Let them know that there is generally nothing to worry about if they respect the environment and heed your advice.
4) Provide Great Food
Guests must eat well, never be hungry, and have adequate water and drinks. If meal service is going to be delayed, provide a little snack to tide guests over.
5) Cater to Sleep Needs
Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand out earplugs if necessary.
6) Think Comfort
Provide first world standards when possible. Bathroom breaks and bathing are important on a regular basis. Give people every opportunity for comfort: hammocks, beach chairs, portable toilets, whatever you can provide. Make sure everyone has adequate water, as well as appropriate clothing and footwear.
7) Be Sensitive to Capabilities
Never exceed physical or mental capacities of guests. Always ask groups and individuals if they are comfortable with the activity and exertion level before and during the activity. Be sensitive to the slowest as well as strongest in the group.
8) Be Fun
Make sure your staff is there for the guests and not for themselves. Good storytellers, jokesters, and musicians can distinguish your staff and company from other companies.
9) Provide Information
Assume that guests know little or nothing about their surroundings. Be prepared to talk about the plants, animals, birds, trees, fish, etc. Include information about local culture, economy, and history, too.
1) Be a Good Listener
Most important, listen to your customers' concerns and complaints, as well as their praise. Discover what it is they want. Well-written guest surveys are invaluable for getting feedback, testimonials, and referrals.
2) Exceed Expectations
Under-promise and over-deliver on a consistent basis with exceptional service. This is what they'll remember and tell their friends about. It is amazing how small details can make a big impression. That first contact can set the tone and significantly impact a purchasing decision.
3) Practice Safety
Clients want to know the destination and activities are safe. They will feel more at ease during real or perceived risks if they have been educated about their new activities or environments in advance. Let them know that there is generally nothing to worry about if they respect the environment and heed your advice.
4) Provide Great Food
Guests must eat well, never be hungry, and have adequate water and drinks. If meal service is going to be delayed, provide a little snack to tide guests over.
5) Cater to Sleep Needs
Guests need and want comfortable and peaceful sleep. Make sure everyone is comfortable with his or her bedding. Separate late evening social areas from sleep areas by distance and/or trees or a hill. Hand out earplugs if necessary.
6) Think Comfort
Provide first world standards when possible. Bathroom breaks and bathing are important on a regular basis. Give people every opportunity for comfort: hammocks, beach chairs, portable toilets, whatever you can provide. Make sure everyone has adequate water, as well as appropriate clothing and footwear.
7) Be Sensitive to Capabilities
Never exceed physical or mental capacities of guests. Always ask groups and individuals if they are comfortable with the activity and exertion level before and during the activity. Be sensitive to the slowest as well as strongest in the group.
8) Be Fun
Make sure your staff is there for the guests and not for themselves. Good storytellers, jokesters, and musicians can distinguish your staff and company from other companies.
9) Provide Information
Assume that guests know little or nothing about their surroundings. Be prepared to talk about the plants, animals, birds, trees, fish, etc. Include information about local culture, economy, and history, too.
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