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Tourism Customer Service 101

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Did you know?

  • Happy clients who have their problems resolved will tell 4-6 people about their positive experience.
  • A dissatisfied client will tell 9-15 people about it. And approximately 13% of your dissatisfied clients will tell more than 20 people about their problem.

 

Conclusion: You have to satisfy three to four, for every one that is dissatisfied with you. It's tough to work with a 4:1 ratio against you, which is why your client satisfaction efforts are so important.

I never went to Travel & Hospitality school. In fact, I'd never had any experience in client service or in the travel industry whatsoever before I started my little inbound travel business. You don't need to - avoiding dissatisfied clients as above should be common sense for any...

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