Now that we reviewed what Travel Customer Service is about, let's experience the booking cycle from the customer perspective.

For this discussion everyone is to contact Southwest Airline or any airline preferred and inquire about a reservation for themselves. The assignment is to observe the Airline Agent and their phone customer service, you do not need to make a reservation.

If you unable to reach an airline, then a car rental or hotel phone interaction can substitute.

Choose dates at least a month from now.

This exercise is to have an analysis of the agents travel customer service skills.

Did they follow the sales telephone communication actions? 1. Answering promptly 2. Using a proper greeting 3. Developing a telephone voice 4. Speaking clearly properly 5. Keeping jargon out of the conversation.

Did they follow the sales/customer service steps? 1. Initial Meeting - Greeting 2. Getting to Know You - Ask you for your travel needs 3. Making a Recommendation - Offer suggestions 4. Making the Sale - Ask to book your reservation

Share your experience during the booking process with Southwest airlines. Include how they used the communication actions and customer service steps from above during the process. What part of their service stood out the most to you?