When your customers contact you and say they need to change their plans, and in the worst case cancel their trip, here are my top tips for maintaining great customer satisfaction.
When you are contacted by a guest who wants to cancel or change their booking:
- Show compassion – just by acknowledging that your customers situation has changed will show them that you are someone who is listening, and has their interests as a priority.
For example: When someone rings you and tells you that their flight has been cancelled and they can’t travel – say something like ” Oh no that’s really too bad to hear. That has happened to a lot of our other customers as well”
- Ask questions about them or their situation. Getting all the information will reconfirm that you are someone on their side.
It could also help when you are assisting them in the future!
- Put forward a solution. Again this lets them know that you have their interests in mind, and want to help them.
An example may be that you have a re-booking schedule available for you or your staff, and you put forward several dates for your customer to consider.
This is always better than cancelling and dealing with refunds.
- Don’t put any pressure on your guests to make decisions. If they are given several options about re-booking, and feel that they are in control to choose when, then they may just consider that dream holiday to Norway after all (even if it is in 2021!)
- Let the guest know that their booking is really important to you and your workplace.
By showing your guest that you put them first you create even more loyalty and trust in your business. This will only pay off in the future!
Frontline training 