p14-15 on the frontline jan16 14/1/09 17:07 Page 15
ttglive.com
from the frontline news
nd a demanding customer
I phone Kuoni and the sales assistant is more
than happy to get all the quotes I need.
I feel chuffed when I come away with a fully
priced itinerary and hope I was believable as a
proper agent.
I email it over to the customer and keep my
fingers crossed.
Lesson three: Customers want the
world – with a discount
THE shop fills up in the afternoon and I’m
impressed as Andrew and Fiona deal with each
enquiry.
Fiona quizzes customers on their plans be-
fore describing potential holidays in real detail,
which seems to capture their imagination.
They’re soon sitting down looking through
brochures.
When a couple come in wanting an outside
cabin on a fully booked Panama Canal cruise,
Fiona works hard to find them an alternative.
It’s not long before they’re sipping mugs of
coffee, and booking a 15-night cruise.
At the end of the day an elderly lady comes
in and asks for Angela.
Before I can tell her she has the wrong shop,
alsh
Andrew nods towards the top shelf of the
brochures, and I see one for Angela Holidays.
Whipping it down, I hand it over with a
Photos: Madeleine W flourish. Perhaps I could get the hang of the
Charlotte outside the agency, which is based in a 500-year-old building in the market town of Petersfield, Hampshire brochure rack after all.
assuming the customer doesn’t change their been done over email. It includes a stay in
What Charlotte learned
mind halfway through. Bangkok, followed by Phuket and then
Lesson two: Picking the right holidays Singapore, but he wants to make some of the ■ Polar bears live at the north pole
for customers isn’t easy arrangements himself. ■ Product knowledge is vital
And he wants particular business-class seats ■ Customers can be demanding, and love
THE shop sells a lot of tailor-made holidays in the upstairs of the aircraft. And a garden discounts
and I’m set to work on one of them. view in the hotels. And a discount. ■ Remembering all the suppliers (and their
It’s a complex itinerary for a customer who I wonder if there’s anything he doesn’t want, brochures ) is hard
lives in Spain, and most communication has but Fiona says they’re not unusual requests.
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