Youhaverecently beenpromotedtotheposition ofCustomerService Managerofawholesaletravelcompany-OnYourWayTravels.Assomeonewhohasbeenintheindustryforanumber ofyearsyouknowthattheattitude ofretailtravelagentstoyourorganizationismixed.Someretailtravelagentsbookallthattheycanthroughyou,whileother agentswillonlyuseyouthroughnecessity.

You are to develop a policy and procedure on quality customer service practices(Acknowledging and Greeting Customers, Complaints and Dispute Management, Loyalty Programs).

Scenario1:

Bob has been a long time customer for over 5 years with your company. He likes to pick and choosethrough the packages and not take the complete package. Recently he has been complaining aboutthequality ofthepackagesandhowhecannotchoose thewholepackage.Howwouldyouresolvethisissue?

Scenario2:

JaneisanewTravelAgentandhasneverbookedthrough OnYourWayTravels.Sheisinterestedinthepricing andserviceguaranteesforyourpackages.HowwouldyouexplainthepricingandallowJanetoprovide feedbackonyourservices?

Scenario3:

Juan is a very focused travel agent who has a protable agency. He books a lot of whole completepackagesthrough OnYourWayTravels.Recently onepackagewasremovedforsalebythedistributorbuttheyneglected toinformyouandhenceJuan'scustomerswereleftwithout ticketsforthepackage they had bought from him. The customers did not know this until they turned up at the rst tour andwere told their tickets were not able to be used. Juan rang you upset and very frustrated he was nottoldofthewithdrawalofthepackage.Howwouldyouresolvethecomplaintandwhohastheauthority todoso?