p40-41 letters jan23 20/1/09 18:07 Page 40
Your letters
There’s little service from
Thomson’s 0870 number
We are an Abta and Worldchoice member and
have been trying to advise Thomson about our
Train agents in
new address since September.
We have been phoning their 0870 numbers,
but end up holding for over 30 minutes each
time, as staff in various departments advise us
we have the wrong department, then put us
through to music.
the art of selling
It is bad enough they have altered commission
levels. Now when we have to use them we don’t
get any service at all.
If it cannot provide the service and support to DURING some mystery shopping, LET in selling skills. They have all sorts
the agents then perhaps they should only sell as part of research for my train-
OF THE
TER
of fancy titles, yet selling a holiday
direct to the public and then we will see for ing workshops, I’ve noticed how and taking that customer out of
how long they will be the UK’s number one tour agents and operators spend
WEEK
the market and making the booking
operator. thousands on marketing to make is exactly what they are employed
the telephone ring or bring the to do.
Ian Butters, director, Madison Travel customer into their shops. Once that customer books with your com-
Staff are sent away on fantastic long-haul pany they could well become a customer for
■ TTG would welcome a reply from Thomson educationals to improve their product life – with a lifetime value of thousands.
knowledge, and they attend roadshows by If the booking goes elsewhere, not only do
Impressed with breadth tourist boards and tour operators so they can you lose that booking you lose that same
and depth at
ttglive.com give extensive and knowledgeable advice. lifetime value to one of your competitors.
Having recently found out about TTG (from Yet when a sales opportunity comes along For goodness sake, improve the customer
the British Library, no less!), I have to say I am the staff, by and large, fail to exercise any sales proposition of your company and spend
very impressed with the depth and breadth selling skills whatsoever. at least as much time and money as you
of the content available at
ttglive.com. It has They are happy to impart their knowledge currently spend on marketing and product
become my daily destination for industry without following rudimentary checks along knowledge on teaching selling skills to
news and events, and I have just subscribed to the way. They give out brochure and discuss convert those valuable enquiries.
your hard copy distribution as well. fantastic holidays, yet fail to take contact
details or ask: “Can I book that for you?” Andrew Dickson.
Artjom Dashko, KP Capital Agents and operators must train their staff The Wow Factor consultancy
TTG MAGAZINES HOW TO CONTACT US
travel trade gazette
Adam Coulter ttgbusiness editor 020 7921 8007 Address TTG, First Floor, Ludgate House, 245 Blackfriars Road, London SE1 9UY
April Hutchinson ttgluxury editor 020 7921 8541
alhutchinson@ttgluxury.com Email Initial followed by
surname@ttglive.com eg
lhuxley@ttglive.com
uk & ireland edition
Jasveer Mehay art editor 020 7921 8430 (except for those listed)
Issue 2850
Letters
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COMMERCIAL
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ttgfeatures@ttglive.com
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EDITORIAL
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ttg@alliance-media.co.uk
Chris Gray deputy news editor (aviation) 020 7921 8003
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ADVERTISEMENT PRODUCTION
FEATURES AND SUPPLEMENTS Stephen Miller production manager 020 7921 8027
stephen.miller@ubm.com
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nicola.hembra@ubm.com
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mark.saunders@ubm.com
Olivia Hemmings features reporter 020 7921 8004
Katherine Lawrey supplements and training reporter 020 7921 8018 EVENTS
Emma Neil group events manager 020 7955 3752
TTGLIVE.COM Ellie Spreckley event co-ordinator 020 7955 3751 Subscription rate £130 a year in the UK and Ireland, $275 per year overseas. Single
Charlotte Walsh web editor 020 7921 8006
copies available at £2.42 in the UK and $6.50 overseas. Unsolicited material cannot
PUBLISHERS
be returned. While we take every care of photos and manuscripts submitted to TTG
(UK), we cannot accept responsibility for loss or damage. The contents of TTG (UK)
EDITORIAL PRODUCTION Paula Martin publisher 020 7921 8026 are subject to reproduction in information storage and retrieval systems. Refunds
Michael Walsh group production editor 020 7921 8013
David Goulthorpe group director on cancelled subscriptions will be made at the publisher’s discretion, unless
Nick Bartolucci group head of design 020 7921 8014
specifically guaranteed in the terms of the subscription offer. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or by any
Julian Cresswell art editor 020 7921 8016
means, electronic or mechanical including photocopying, or recorded in informa-
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Paul Revel sub-editor 020 7921 8017
40 23.01.2009
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