VIP and GANT Family Travel Services PDF

MAK A T I A F T E R HOURS TEAM  AGENDA o Introduction to VIP What is a VIP? Why VIP service is important? How to identify a VIP client? o Essential Customer Service Skills for VIP Service o GANT Family - Elmore National Car Rental Certificate o VIP Checklist o...

MAK A T I A F T E R HOURS TEAM  AGENDA o Introduction to VIP What is a VIP? Why VIP service is important? How to identify a VIP client? o Essential Customer Service Skills for VIP Service o GANT Family - Elmore National Car Rental Certificate o VIP Checklist o Fees / Travel Agent Fee (TAF)  AGENDA o VIP Etiquette Sample Emails and Requests Call Listening o Setting the Right Expectations o Best Practices in handling VIP o Frequent VIP Travelers o Knowledge Recall o Hands On – Practice o Assessment o Meet & Greet with a VIP agent VIP A very important person who is accorded special privileges due to their high social status, a position they are holding in the company, influence or importance in society. We are WHY VIP SERVICE IS IMPORTANT? Customer Satisfaction Company Reputation Revenue Generation Competitive Advantage Relationship Building HOW TO IDENTIFY A VIP CUSTOMER? HOW TO IDENTIFY A VIP CUSTOMER? ESSENTIAL CUSTOMER SERVICE SKILLS FOR VIP EXCELLENT COMMUNICATIO ATTENTION TO PROBLEM- N SKILLS DETAILS SOLVING VIP CUSTOMERS EXPECT VIP CUSTOMERS OFTEN VIP CUSTOMERS MAY CLEAR AND EFFECTIVE HAVE HIGH STANDARDS ENCOUNTER UNEXPECTED COMMUNICATION, SO IT IS ISSUES OR PROBLEMS AND EXPECT A HIGH IMPORTANT TO HAVE DURING THEIR TRAVELS, LEVEL OF ATTENTION TO AND IT IS IMPORTANT TO STRONG COMMUNICATION SKILLS. THIS INCLUDES DETAIL. THIS MEANS BE ABLE TO SOLVE THESE ACTIVE LISTENING, THE PAYING ATTENTION TO PROBLEMS QUICKLY AND ABILITY TO CLEARLY EVEN THE SMALLEST EFFECTIVELY OVER THE PHONE. THIS MAY INCLUDE EXPLAIN SERVICES AND DETAILS, SUCH AS THEIR FINDING ALTERNATIVE OFFERINGS, AND THE SEATING PREFERENCE FLIGHTS OR ABILITY TO HANDLE ON A FLIGHT OR THEIR ACCOMMODATIONS OR DIFFICULT OR SENSITIVE PREFERRED TYPE OF BED RESOLVING ISSUES WITH SITUATIONS. IN A HOTEL ROOM. PAYMENT OR BILLING. ESSENTIAL CUSTOMER SERVICE SKILLS FOR VIP PROFESSIONAL ABOVE AND ISM EMPATHY BEYOND VIP CUSTOMERS VIP CUSTOMERS MAY WE KNOW THAT WHATEVER REASON OUR EXPECT A HIGH LEVEL ENCOUNTER CUSTOMER IS TRAVELING OF PROFESSIONALISM UNEXPECTED ISSUES FOR, IT’S IMPORTANT BUSINESS. THEY NEED TO IN THEIR OR PROBLEMS DURING ARRIVE AT THEIR INTERACTIONS, EVEN THEIR TRAVELS, SO IT DESTINATION WITH THEIR OVER THE PHONE OR IS IMPORTANT TO BE GAME FACE ON, READY TO COMPLETE THE TASK AT THROUGH EMAIL. THIS EMPATHETIC AND HAND. WHATEVER THEY INCLUDES BEING UNDERSTANDING WHEN NEED TO FEEL COMFORTABLE, RESTED, POLITE, RESPECTFUL, DEALING WITH THEIR AND READY TO GET THE AND COURTEOUS, AND CONCERNS. THIS JOB DONE IS WHAT IS WHAT WE’LL DELIVER. AVOIDING ANY MEANS UNPROFESSIONAL ACKNOWLEDGING LANGUAGE OR THEIR EMOTIONS AND BEHAVIOR. OFFERING SOLUTIONS THAT ADDRESS THEIR GANT FAMILY CAR RENTAL CERTIFICATE - NATIONAL FREE DAY NATIONAL CAR CERTIFICATES S ARE AVAILABLE FOR DG AND FAMILY. THESE ARE CONTAINED IN A SMARTSHEET. HOW TO USE THE CERTIFICATES: IF YOU DON’T HAVE ACCESS, INFORM A SUPERVISOR/TL/OIC ON DUTY/PERKS ONCE YOU HAVE THE CERTIFICATES, YOU MAY CALL ZL AT 1-800-227-7368 RUN THE CAR SCRIPT TO ADD REMARKS DOCUMENT IN THE PNR ALL VITAL INFORMATION SAMPLE EMAIL TO PERKS VIP CHECKLIST  Salesforce Profile – Click the Cloud  Pre-Check  Stuff and Fluff  Frequent Flyer Number  Trip Details  Upsell  Seat  Complete Documentation – Cross Reference  Post-Check VIP FEE / TRAVEL AGENT FEE (TAF) VIP ETIQUETTE Assistant is calling Detailed information Fast-paced Limit your hold time They want results right away Quickly recap Demanding VIP CALL LISTENING SETTING THE RIGHT EXPECTATIONS Ability to multitask and follow through Build rapport and connection Think outside of the box Teamwork Committed in providing customer satisfaction Solid knowledge of Domestic and International Geography Being able to provide options and best solution  BEST PRACTICES IN HANDLING VIP Pre-Check Post Check  Efficiency  Accuracy and  Personalization Compliance  Improved Service  Quality Control  Time Saving  Loyalty and  Upselling Retention Opportunity  Customer  Improved Satisfaction Communication  Dispute Resolution FREQUENT VIP TRAVELERS FIG – Gregory Gersack c/o Erin Vickrey Sol Tree – Jeffrey Jones RegenXBio – Ram Prashant Palanki Impel NeuroPharma – Stephen Bevan Shrewsbury CTI BioPharma Corp – David Henry Kirske Baird Warner – Stephen W Baird GO FORTH AND BE THE CUSTOMER’S LAST BEST EXPERIENCE