Introduction to Handling Customer Enquiries
In the travel and tourism industry, how you handle customer enquiries can make or break your business. Whether it's someone asking about flight times, hotel facilities, or local attractions, every enquiry is an opportunity to impress a potential customer and secure their booking.
Key Definitions:
- Customer Enquiry: Any request for information, assistance, or service from a current or potential customer.
- Customer Service: The assistance and advice provided to customers before, during and after they purchase a product or service.
- Response Time: The amount of time taken to acknowledge and respond to a customer enquiry.
★ Why Customer Enquiries Matter
Every enquiry is a chance to:
- Create a positive first impression
- Showcase your knowledge and expertise
- Build trust with potential customers
- Convert enquiries into actual bookings
- Gain valuable feedback about your services
☎ Common Types of Enquiries
In travel and tourism, you'll typically handle enquiries about:
- Prices and availability
- Booking procedures
- Destination information
- Travel requirements (visas, vaccinations)
- Special requests or arrangements
Communication Skills for Customer Service
Handling enquiries effectively requires excellent communication skills. Whether you're speaking face-to-face, over the phone, or responding to emails, these skills will help you provide outstanding service.
♥ Verbal Communication
- Speak clearly and at an appropriate pace
- Use a friendly, positive tone
- Avoid industry jargon
- Listen actively without interrupting
✓ Non-Verbal Communication
- Maintain appropriate eye contact
- Use open body language
- Smile (even on the phone - it changes your voice!)
- Dress professionally
@ Written Communication
- Use clear, error-free writing
- Personalise your responses
- Be concise but thorough
- Include all relevant information
The Enquiry Handling Process
Following a structured process helps ensure no enquiry falls through the cracks and every customer receives a professional response.
Step-by-Step Guide to Handling Enquiries
1 Receiving the Enquiry
- Acknowledge the customer promptly
- Introduce yourself and your organisation
- Use the customer's name if possible
- Thank them for their interest
2 Understanding the Enquiry
- Listen carefully or read thoroughly
- Ask clarifying questions if needed
- Take notes of key points
- Confirm your understanding with the customer
3 Providing Information
- Give accurate, up-to-date information
- Be thorough but concise
- Suggest alternatives if appropriate
- Use visual aids when possible (brochures, websites)
4 Recording and Following Up
- Record the enquiry in your system
- Send any promised follow-up information
- Check back with the customer if agreed
- Keep track of conversion rates
Case Study Focus: The Hotel Enquiry
Sarah emails The Grand Hotel asking about room availability for a family of four during the Easter holidays. She also wants to know about local attractions and whether the hotel can accommodate her daughter's food allergies.
Good response: Within 2 hours, the hotel sends a personalised email addressing Sarah by name, confirming availability with room options and prices, attaching their allergen menu and including a digital brochure of local attractions. They also offer to make restaurant reservations that can accommodate allergies.
Poor response: After 3 days, Sarah receives a generic email stating only room prices and a link to the hotel website. Her questions about allergies and local attractions are ignored and no personalisation is included.
Outcome: In the first scenario, Sarah books immediately and recommends the hotel to friends. In the second, she books with a competitor who responded more thoroughly and promptly.
Handling Different Types of Enquiries
Different enquiry methods require slightly different approaches. Here's how to handle each one effectively:
☎ Telephone Enquiries
- Answer within 3 rings
- Identify yourself and your organisation
- Speak clearly and at a moderate pace
- Take detailed notes
- Summarise the conversation before ending
@ Email/Online Enquiries
- Respond within 24 hours (ideally sooner)
- Use a clear subject line
- Address all questions asked
- Include relevant links or attachments
- End with a clear call to action
♀ Face-to-Face Enquiries
- Acknowledge customers immediately
- Maintain good eye contact
- Use visual aids when explaining
- Provide written information to take away
- End with clear next steps
Handling Difficult Situations
Not all customer interactions go smoothly. Here's how to handle challenging situations professionally:
! Dealing with Complaints
- Listen without interrupting
- Show empathy and understanding
- Apologise appropriately
- Offer solutions, not excuses
- Follow up to ensure satisfaction
? Handling Difficult Questions
- Stay calm and professional
- Be honest if you don't know the answer
- Promise to find out and set a timeframe
- Follow through on your promises
- Document the interaction for future reference
Technology and Customer Enquiries
Modern technology has transformed how we handle customer enquiries in the travel and tourism industry.
Digital Tools for Customer Service
These tools can help you manage enquiries more efficiently and provide better service:
♥ Customer Relationship Management (CRM)
CRM systems help you track all interactions with customers, store their preferences and ensure no enquiry is forgotten. They can also help you personalise future communications.
✓ Live Chat
Live chat allows immediate assistance on websites. It's popular with customers who want quick answers without making a phone call and allows staff to handle multiple enquiries simultaneously.
@ Chatbots
AI-powered chatbots can handle basic enquiries 24/7, freeing up human staff for more complex questions. They work best for frequently asked questions and simple booking enquiries.
Case Study: TUI's Omnichannel Approach
TUI, one of the world's largest travel companies, uses an omnichannel approach to handle customer enquiries. This means customers can start an enquiry on one platform (like their website) and continue it on another (like in-store or via phone) without having to repeat information.
Their customer service system records all interactions, so whether a customer calls, emails, visits a shop, or uses the app, staff can see their history and preferences. This creates a seamless experience and makes customers feel valued and understood.
The result? Higher customer satisfaction scores and increased loyalty, with many customers booking multiple holidays through TUI because of the consistent service experience.
Key Takeaways
Handling customer enquiries effectively is a vital skill in the travel and tourism industry. Remember these key points:
★ Best Practices
- Respond promptly to all enquiries
- Be knowledgeable about your products and services
- Personalise your communications
- Follow up consistently
- Use technology to improve efficiency
- Record all enquiries and their outcomes
✗ Common Mistakes to Avoid
- Slow response times
- Providing inaccurate information
- Using industry jargon customers won't understand
- Failing to record enquiry details
- Not following up as promised
- Ignoring parts of a customer's enquiry
