CONFERENCE Tui Retail Managers’ Conference: About 600 agents and 24 suppliers attend


Tui unveils ‘seamless’ service system for all retail channels


N


ew ‘sales and service technology’ (SST) is to be introduced at Tui branches so high street


agents can deal with customers regardless of which channel they first use to contact the agency. Te technology, revealed to


managers of Tui shops and call centre teams at its retail conference, is designed to offer a seamless service for customers who go online or call before visiting a shop. Until now, back-office systems


for Tui’s shops, website and contact centres were not able to track the same customer – but now a client can deal with an agent in-store for advice about enquiries for holidays or bookings that have been made via other channels. Retail director Belinda Vazquez


The value of our


retail estate is our people. The retail managers are really excited about this


said: “Rather than waiting for someone to come through the door, our retail people [will be able to] handle anyone, if they came to us via phone, or live chat or booked online.” Queries can be channelled to agents in the same postcode as the customer or sent to an agent with expertise in a particular sector, such as weddings. Clients can talk to agents via live


chat or speak to them direct in Tui’s 562 high street shops, including concessions in Next and Asda.


Agencies to support Tui Care Foundation with charity events


Agencies are to adopt the Tui Care Foundation as their official charity, aſter Tui shops raised about £70,000 for various causes over the past year. Agents have embarked on skydives, bake sales, sponsored hikes and cycling


challenges among their charitable efforts. From now on, any money raised will support the foundation, which helps


communities in Tui’s destinations – and is also funded by donations from customers. Overseas projects include academies that teach tourism skills, and sustainability initiatives. Katie McAlister, chief marketing officer, said sustainability is becoming a


more important factor for customers due to activism by Swedish campaigner Greta Tunberg and protest group Extinction Rebellion. “It is important we remind everyone we have the most carbon-efficient airline in the world and win numerous awards for sustainability,” she said.


12 7 NOVEMBER 2019 Katie McAlister, chief marketing


officer, said: “Online bookers oſten want to speak to an agent. Now we can offer an end-to-end multi-channel service. It would have been clunky in the past for the agents to deal with someone who’d booked by another channel but now all the back office is sorted.” Vazquez added: “Te value of


our retail estate is our people. Te retail managers are really excited about this, and really engaged, as it is something special. “It is critical to keep our people


and we’re investing in digital initiatives, training, refurbishments and fam trips. “Colleagues can talk to their


fellow agents, with Skype and web cams, to share expertise, as consumers want to talk to an expert.”


Donnelly honoured as manager of the year


Sarah Donnelly, manager of Tui’s Dungannon store in Northern Ireland, scooped three Tui awards as the big individual winner at the agency’s retail managers’ conference. Donnelly, pictured with chief


marketing officer Katie McAlister and UK and Ireland chief executive Andrew Flintham, won the company retail manager of the year award. She also took home the regional


retail manager of the year for Ireland and divisional retail manager of the year for south, east and Ireland awards. Birmingham South took home the


award for company region of the year and divisional region of the year.


Tui’s Katie McAlister (left) and Belinda Vazquez


travelweekly.co.uk


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