We reinvest back into our Travel Counsellors

Not only do we support our Franchisees with marketing, business development, IT, commercial... but we also offer ongoing training face to face.

We live in a tech enabled world and every week there are new developments released across all areas of the business. These releases help our Travel Counsellors to stay on top of their game and to be more effective in what they do.

We live in a tech enabled world and every week there are new developments released across all areas of the business. These releases help our Travel Counsellors to stay on top of their game and to be more effective in what they do.

Every month a member or two from our head office take to the road and go out and train our Travel Counsellors face-to-face.

Jonathan Harrison gave a practical training session on how to better use the branded fares feature in Smartpoint. By mastering this, it will enable our Travel Counsellors to offer greater value to their customers. They will be able to sell a complete bundled fare (incl. either seating, baggage, a changeable ticket or a combination of all three) right from the enquiry stage.

Jono also trained on some of our internal systems. The result is to help the TCs to be more productive. This could be a smoother ticketing process or to help them to quote the 'best fare' for their clients.

Michelle covered a marketing session that will help our Travel Counsellors to be more effective and to win more business.

During the time TCs were training on how to use

• Their customer insights
• Their customer segmentation groups
• Know what content to share with their customers
• The customers age demographics (focusing on the Baby Boomers, Generation X and Generation Y) on how to effectively communicate with them.
• Top Tips where shared.
• Measureability to determine their marketing efforts from campaigns so that hey know what action to take to get the best results.

*Feedback from Carolyn Coetzee, "I always find these sessions a good reminder about the activities that I should be doing. I found the baby boomers, generation X and Y demographics particularly interesting especially on how to market to them. I know I must clean out my contact centre!

I have a great success story; I have been checking to see who has been clicking onto my weekly eShots. I spotted a 'hot opportunity' and reached out to a potential customer (before they contacted me). The result was an enquiry for 3 families travelling to Mauritius. It works!"*