“Quality Service means exceeding your guest’s expectations and paying attention to details.”
Be Our Guest: Perfecting The Art of Customer Service – by the Disney Institute & Theodore Kinni, page 25
An error many agents make upon entering the industry is believing they know what their clients expect from the relationship. Ask a person what their dream vacation looks like, and chances are you will get as many different replies as people you ask. What you think does not matter. Only what the client expects matters.
I think it safe to say that in today’s over-promised, under-delivered world of marketing hype, consumers have been taught not to expect much. In fact, if you deliver the bare bones minimum, that may be enough to justify your paycheck.
But that won’t be enough to cement a meaningful and gratifying ongoing relationship. To do this, you must exceed their expectations by delivering a service that is more than expected. You must go above and beyond to gain the confidence of today’s jaded consumer. Then, you must do it again and again.
This may be why they call it work.
Travel agents can take a lesson from the premiere customer service model developed and refined by the Disney Organization. To be the best, why not learn and copy from the best.
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