TUI Travel training agents to resolve customer complaints

www.tuitravelplc.com

TUI Travel group agency managers will be trained in handling customer complaints and given the responsibility to deal with issues that may arise.

There are 880 First Choice and Thomson agencies, and all could be handling customer complaints directly at some point later this year, based on a customer service review that was conducted late in 2008.

Currently, customer complaints are handled through a centralised customer service centre, which is likely to continue to deal with the more complex issues.

The travel giant, however, is committed to “nip complaints in the bud” whenever possible, and to improve its customer relations performance.

Once the new scheme is operational, customers will no longer be required to submit written complaints, but will be able to go directly to their booking agency to have problems resolved, TUI UK has said.

All agency managers will participate in customer service training so that they are able to deal with problem resolution promptly when they are informed of issues by their customers.

The managers will be empowered to make decisions on-the-spot regarding compensation, when it is appropriate, and to resolve more straight-forward problems immediately.

Agency managers will also have the backing of a dedicated team that will be able to provide them with guidance and advice.

Nick Longman, TUI UK’s distribution director, said: “Our agents have a strong relationship with their customers and we underplay that ability to resolve issues in the shop.”

Thanks to www.travelmole.com for the above quotes, for more information on this article please visit their website.

www.tuitravelplc.com