19 May 2009

Thomson and First Choice reps to get more power

Overseas reps for Thomson and First Choice are being given more power to deal with customer complaints.

The operators hope the move will reduce the need for customers to pursue issues with customer services on their return to the UK.

Head of overseas Ian Chapman said: Ã¢â¬ÅâœHolidays are so important, never more so than in the current economic climate.

Ã¢â¬ÅâœWe understand that our customers may get upset if their experience does not meet with their expectations, so unforeseen problems need to be dealt with promptly, respectfully and by treating our customers as individuals.

Ã¢â¬ÅâœGreat customer service can only be achieved when staff members are empowered to resolve customer issues quickly, efficiently and fairly.Ã¢â¬~

Reps will be supported by a dedicated advice telephone service offering support to resolve customer matters.

In addition, every member of Thomson and First ChoiceÃ¢â¬â¢s overseas staff is being provided with a three-day training programme to motivate and inspire them in first class customer service.

Earlier this year, the operators announced plans to give shop staff more power to deal with customer complaints.

By Bev Fearis