A recent study by Wunderman revealed that 79% of consumers want brands to show that they care before they consider a purchase. This means that from initial contact, customer service plays a crucial role in a client’s decision to do business with you.
We know that providing quality, bespoke customer service is important in any industry, as it builds a lasting rapport with customers. In business travel especially, trust is important, as clients want to know that their itinerary is in capable hands.
This month, we received fantastic feedback from our client, Bunzl: “Your staff have worked tirelessly with us to reschedule international flights and accommodation. They have provided a first class customer service”, and as well as this being extremely rewarding to hear, it got us thinking about what we’ve learned about customer service since we ventured into the world of corporate travel 36 years ago…
What does good customer service look like?
Don’t keep people waiting
According to statistics published by Harris Interactive, 75% of customers believe it takes too long to reach a live agent. Because we know that nobody is a big fan of on-hold music, staff at Review Travel answered calls in an average of 0.06 seconds throughout August.
Life can be unpredictable, as can travel. Plans often change at the last minute, so you always have to be ready to make alternative arrangements at short notice.
Go the extra mile
Showing clients that you’re willing to go above and beyond your usual remit to help them, however big or small, is a great way of cementing a strong, long-lasting relationship. Not only does it demonstrate exceptional customer service, but it also ensures their experience with you is a memorable one.
One such example that stands out, is when our St Albans office received a request from a client who needed to hire a private jet out of Geneva. This is a luxurious request alone, but they were also keen for us to source a vintage bottle of locally-sourced Dom Pérignon champagne. Of course, we took the time to make this happen and the client was extremely pleased with the service. All in a day’s work!
In an ever-more competitive business landscape, customer service in one area that you can truly stand out in. It doesn’t take any extra money to pay more attention to the real people you’re dealing with, and if you make someone’s day by paying attention to their individual needs and concerns, then you have done your job well.
To find out more about what our customers think of us, visit our testimonials page here.