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Post by artisans on Sept 8, 2009 9:42:06 GMT 2
We have heard of some outrageous claims against tour operators but there are many genuine cases each year that cause tourists to approach their travel companies for compensation.
It has been announced that Thomson and First Choice shop managers are being given the power to resolve customer complaints themselves, starting with a trial run in the 186 shops of Tui’s northern division. If successful, then the scheme will be extended to the rest of their shops later this year.
The idea is for the shop managers to solve simple complaints on the spot and offer refunds when appropriate, instead of referring them to head office. This will save them paperwork, time & money and it gives the customer an opportunity to get a quick result rather being endlessly fobbed of by so-called 'customer services.' More complex claims will continue to be dealt with by head office.
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Post by Deleted on Sept 8, 2009 16:09:27 GMT 2
Will be interesting to see the outcome and results of this. However, is this not just adding more to the job of Resort Rep, or will a dedicated Claims manager be available, or Senior Customer Services. I doubt it, more work for the Reps.
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Post by fireman01 on Sept 8, 2009 22:03:49 GMT 2
I did read in one of the papers at the weekend that tui are going to get the customer to rate the reps in resort, and they will be paid extra if they get good marks, they also said it would relieve the pressure on them to sell trips and such. Be interesting to see how that turns out.
wally
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Post by artisans on Sept 9, 2009 12:08:31 GMT 2
Not sure if the resort reps will be involved, Chris, this is part of the 'Be empowered' project for UK travel shops.
Steve
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Post by artisans on Sept 9, 2009 12:14:41 GMT 2
That's interesting, Wally, but I can't see how they can pay the least skillful reps any less than they do already. They will now pay the best reps more and sell less of their highly profitable trips! There has to be a catch somewhere and, as the shareholders want higher & higher dividends each year, I suspect it will fall on TUI customers to subsidise the scheme.
Steve
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Post by fireman01 on Sept 9, 2009 21:33:26 GMT 2
You're probably right Steve, but we've all had good and bad reps, perhaps if there is an incentive for them to be better it would could be of benefit to all parties. It will be interesting to see how it works out though.
wally
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Post by artisans on Sept 9, 2009 22:09:05 GMT 2
Forgive me for being sceptical, Wally, I remember well that money is a short-term motivator and any benefit of paying these lowly-paid people a little more will be lost within the first month. What they need to make them shine is something more than the romantic notion of a summer in the sun!
Steve
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