Travel

Travel is an emotive issue for consumers who have high expectations of the travel consultants that they deal with over the phone and via e-mail.  Consequently it is necessary for all agents to be trained to an exemplary level, to ensure that customers are given the best level of customer service in times that are often fraught and difficult. Many of our customer contacts are made when their travel plans have been disrupted, and they are understandably very displeased when they call us.

It is the job of our Customer Relationship Representatives to turn this into a positive experience for our clients, leave them happy with our service and able to recommend the client  to their friends and family. Many of the problems faced by customers are directly influenced by suppliers, so the negotiation skills of our agents is important.   In addition, due to the nature of the travel industry, gem is often forced to react quickly to situations whereby the safety and security of customers may be placed at risk.   Finally, the travel industry is very seasonal with post-Christmas and summer being peak periods for contacts and there are also significant daily fluctuations in consumer demand.

Case Study: Expedia.co.uk

Expedia.co.uk is one of the largest online travel companies currently active in the UK. It provides customers with Sales support, Post sales support and post travel support. In addition, its online technology, services and inventory has been sold to provide white label partners and affiliates with the same high standard of travel expertise.  

gem has worked with Expedia.co.uk since 2005 and in this time has helped the company double their existing customer base.