Insights

Wish you could do more for your customers?

UK consumers voted Travel Counsellors the UK’s Best National Travel Retailer and consistently rate us 5* on Trustpilot

The secret to our success is simple; we put our customers at heart of everything we do.

How?

Human-to-human

Our Travel Counsellors build a personal relationship with their customers by interacting in a human-to-human way, rather than following an impersonal set of guidelines on what to say and how to say it.

We encourage our franchisees to build these relationships by staying close to their customers on the phone, face-to-face and on social media. Travel Counsellors can share amazing photos from their customers’ holidays on social media, the best way to show off the service and expertise they provide.

By getting to know customers likes, dislikes, habits and dreams, Travel Counsellors can proactively approach customers with holidays they know they’ll love. When spotting a deal that was too good to miss, David Houghton hand-picked different itineraries for his clients, started the conversation via Facebook Messenger and won 14 cruise bookings in a single day.

No stone unturned

With everything they need all in one place in our booking platform, Phenix, plus our relationships with DMCs around the globe, Travel Counsellors can put together the itinerary that’s perfect for their customers in a fraction of the time. Gone are the days of waiting for a third party to answer your calls.

Not only that, but Travel Counsellors have the time and freedom to add-on the little touches that turn a good holiday into a great one. Whether it’s upgraded transfers and lounge passes, creating activity packs to keep kids entertained on the flight or arranging a surprise for the happy couple at the hotel, there’s plenty Travel Counsellors can do to show they care.

We hear so many stories from customers who’ve had their dreams come true, we can’t possibly share them all. But, we have used some real customer feedback to create our ‘Moments that Matter’ campaign; a selection of videos for Travel Counsellors to share on social media and demonstrate the TC difference.

Making life easy

Because Travel Counsellors are not restricted to traditional opening hours, they can arrange to speak to customers at a time, and place that suits them. Quotes can be sent via our mobile app, myTC, allowing customers to look through the interactive itinerary on their phone or tablet. We know that the easier you can make the booking process, the more likely customers are to buy; 25% higher conversion rate on quotes sent via myTC is proof to that.

Franchisees can also be available out-of-hours should something go wrong when the customer travels and are just one phone call away, unlike the maze of call diversions and hold music customers are faced with when they book online.

That doesn’t mean franchisees never get a moment to themselves; our 24/7 Duty Office is there to support Travel Counsellors and customers should disaster strike, and Travel Counsellors can reach out to one of their 1,900 fellow business owners for support, like Carl Breton did one Saturday evening.

"I took Diane out last night for a celebratory meal after Fridays' big bookings day… picture the scene; we had the best table, a great meal, we were having a lovely evening until 2200 GMT when I received a message from one of my clients to tell me that a traveller who was checked-in and due to fly to the UK from Rio now needed to fly on Sunday instead! I put a plea out to see if any TCs could help me, and within 2 minutes Antony Guy (Top Performing TC 2019!) was messaging me to see what he could do, closely followed by Robbie Frost-Jansen, Dorian Hayes, Sallie Rudman and many others. Antony and Robbie worked together so we did not need to cut short our meal and my clients were fully supported. When you have 2 of the top agents in the company helping you out on a Saturday night for no reward, you know you are with the right company! Proof (if any is needed) that you should fully embrace TC culture, build a good network of friends and colleagues around you and the rest will follow…!”

“That community support doesn’t happen by accident – it’s a result of the culture that has been built over years, and I don’t believe there is a single person who wouldn’t offer their shoulder to lean on to someone within the TC community that needed their help. So this is when the power of the community comes into its own. You may be at home but you are never on your own.” - Steve Byrne, CEO

Do you wish you could you do more for your customers?

Travel Counsellors allows you the freedom and provides the tools you need to provide an unbeatable customer service. Speak to us today.

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