11-18 TTGB awards 2/12/08 17:31 Page 13
awards 13
agentcategories
Reservations Consultant Reservations Team
of the Year of the Year
Winner: Carlson Wagonlit Travel
Winner: Angela Garrity, Key Travel
– Customer A reservations team
Sponsored by Sponsored by
Shortlisted Shortlisted
Highly commended: Jodie Edwards, Carlson Wagonlit Travel, RWE reservations team
The Appointment Group The Co-operative Travel
Colin Chua, BCD Travel FCm Travel Solutions, Alderney team
Kathryn Glen, FCm Travel Solutions FCm Travel Solutions, Wimbledon 5 team – “Bungo”
Jenny Hawkins, Bath Travel Senior International Travel Ltd
Anna Roberto, Bertie Travel
What the judges said: this entry was succinct,
What the judges said: Angela showed an impressive professional and demonstrated that the team is
and solid all-round performance. She demonstrated incredibly client-focused. It showed excellent levels of
excellent customer service, great team working skills customer satisfaction, and impressed the judges with
and had an enormous amount of very positive both the improved reduction of missed savings and the
customer feedback. increase in productivity with a decrease in head count.
Why this entry was a winner: Angela believes that Why this entry was a winner: the Customer A
going the extra mile for clients is the basis for excellent reservations team has good reason to be pleased with
customer service – she demonstrated this last year when their performance over the past year. They increased
she was given sole responsibility for organising a trip to their total number of transactions from just over 29,000
Mexico for one of Key Travel’s largest clients, including in 2007 to almost 42,000 so far this year, without any
changing names and altering itineraries at the last more employees.
minute. Angela stayed in the office until 10pm every This surge in transactions has not hurt the quality of
day the client was abroad, to ensure they received the service provided. Savings for the client on airfares
highest level of service. increased from £1 million in January-June 2007 to
This level of commitment has seen Angela become the £1.8m in the same period this year, while client
fourth-biggest seller in the company, surpassing her satisfaction with its email support service climbed from
£1 million target in 2007 by over 20%. She is expected 84% to 97%. Sales have gone up by 46% overall and
to exceed that amount of revenue this year. customer satisfaction rates have soared by 60%.
Customers appreciate her attention to fine detail and This successful team is made up of ten reservations
her dedication to meeting their exact needs, but above consultants, one lead agent and one section manager.
all her positive “can do” attitude to solving problems. CWT programme director Janet Haines says: “This
Angela also endeavours to help those in her office. team has provided consistent support for the client in
She has been a buddy to two new colleagues within the achieving great results in maximising savings and
past year, sharing her knowledge and answering their enhancing service. The drive to ensure the customer
questions to ease their start at the company. takes the best fare available is highly commendable”.
ttgbusiness.com ❖ industry report 2008
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56