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: “Holidays are so important, never more so than in the current economic climate.
“We 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.
“Great customer service can only be achieved when staff members are empowered to resolve customer issues quickly, efficiently and fairly.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 Choice’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
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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