Customer service, the Travel Counsellors way

From local weekends in Cape Town, bush breaks and family summer holidays in Europe or the adventure of a lifetime around the globe, Travel Counsellors know how to wow their customers with holidays to match their every desire.

But besides providing unforgettable holiday memories, Travel Counsellors are famous for their world-leading customer service. And by running a business based on personal relationships and getting to know the customer inside out, it comes naturally. That’s why we have a customer satisfaction score of 96% and just one of the reasons why 96% of Travel Counsellors say they love their job. After all, without the stresses of directional selling, sales targets and time pressure, being able to provide the level of service their customers deserve is a recipe for Travel Counsellor happiness.

Here Travel Counsellors reveal their secrets to surprise, impress and delight their customers when they least expect it…

#1 Get your travellers in the holiday mood

Nothing beats the excitement of going on holiday. So why not include a little something to get your customers in the mood? It’s something Lize Roodt does: “I package documents with destination-related gimmicky gifts. I’ve given out chopsticks for Japan, leis for Hawaii and Windhoek beer for Namibia.”

And Sam Peters has a great way of finding the perfect gifts: “At events I ask suppliers and tourist board for things I can include with clients’ tickets. From maps, pens, gadgets, cuddly toys for kids and items relevant to each destination, I have a box full of bits and pieces to give out”.

#2 Always keep it personal

To create an experience only a Travel Counsellor could, look for every opportunity to keep it personal. “I try to personally deliver all their documents. And for my first-time clients, I try to go the airport to meet them on their return. It really is amazing to see the expression on their faces” says Travel Counsellor, George Vermeulen

#3 Be the gift that keeps on giving

The Travel Counsellors experience doesn’t end once money has changed hands; it extends to every aspect of travel, and pops up when you least expect it. Stephen Bellingham says: “I try to include a thoughtful extra for the journey. Maybe an airport lounge pass or flowers for when they return home. One of the most appreciated was a cheap battery operated fan when a couple had to go to Turkey during August and I knew they’d be hot. It’s become a holiday joke since then”.

Including airport lounge passes is a favourite of Travel Counsellors, with Marie Rowe saying “the gesture is very impressive so it’s worth the small cost, and it's always appreciated”.

#4 Knowledge is power

Whether it’s a first-time travel, or somewhere your customer flocks to every year, Travel Counsellors love sharing their knowledge with their customers. Petra Weidl always advises on “the best things to do in that destination, weather, visa requirements, vaccinations and all the other rules of travel. I also suggest excursions, restaurants or little things I know from my own travels”. But what if you get a question you don’t know the answer to? Well don’t worry, that’s where your 1,800 Travel Counsellors colleagues step in to help out.

#5 Get writing

“I send hand written thank-you and welcome home cards, not just emails” says Travel Counsellor, Tamsin Catto. Everyone loves getting a card in the post, so it’s one of the easiest ways to wow your customer. Kim Bosmans van der Aa goes one step further and says “I always send a welcome letter to the accommodation where my clients are staying. It puts them at ease in their new surroundings and reminds them that I am still there to help if they need me during their stay”.

But if you can’t send letters out to every hotel, a simple phone call can do the trick. “I call the hotel directly to let them know my customers are coming. And I make sure to tell the customer I have done this, so they know that I care about them” says Marie Rowe.

As well as being experts in travel, Travel Counsellors are experts in customer service. Gifting destination-themed extras and hand delivering tickets are just some of the ways Travel Counsellors can wow their customers. Wouldn’t you love to be able to do the same?

And of course, that level of service doesn’t go unnoticed. Here’s just three of the thousands of the lovely things customers have said about their Travel Counsellor...

“Bob always gives that little bit more than you expect. He never minds if you can’t make up your mind. Full of ideas backed by sound knowledge.”

“Rachel has exceeded my expectations in the whole of the booking process. She answered my questions promptly and with care, and looked after my holiday booking as if I was the only person that mattered.”

“Sam is just brilliant! She goes above and beyond what you would expect from a travel agent.”

If you dream of combining your passion for travel with outstanding, personalised service, get in touch to start your journey as a Travel Counsellor, and remind yourself why you joined the travel industry.