When a client presents you with a complaint, it is really a moment for you to shine. While you may not immediately realize while listening to an unhappy client there is likely a hidden opportunity waiting for you.
Begin by carefully listening to what the client is saying. Was the problem something that was out of the vendors control? Did the vendor offer any kind of compensation? Is there something you can do in addition to what the vendor did? Then acknowledge the problem. Get the facts.
By offering a solution you can use the situation to create client loyalty. With so much information on the internet clients may believe that they don’t need you and you need to find a way to rise above the noise. As an agent you have access to resources that your client doesn’t – use them. Contact your sales rep, think about other possible solutions, talk to other agents who have had a similar situation
I remember when a first-time client went on a cruise that offered fresh flowers in the room. She was expecting a bouquet and got 5 little flowers in a tiny vase. After she called to complain I had an orchid delivered to her home and she was thrilled.
Another time there was a plumbing back up on a ship and the clients were given a small onboard credit as compensation. I was able to give them additional onboard credit on a future cruise by going through my sales rep.
If a client is abusive or unreasonable you may want to consider not dealing with them again. Everyone has a bad day now and then but if someone is continually hard to deal with you are not doing yourself any favors by continuing to deal with them. Their friends are likely to have similar personalities and, if your client starts referring their friends you will end up with a book of clients that are nothing but problems! Alternately, if your clients are nice and you take care of them, they will refer clients that are nice.
I had a client that booked a cruise to Australia for a client. She was very price conscious and booked a cabin on a guarantee which is the lowest price, but the cruise line assigns the cabin. When the cabin was assigned, she didn’t like the location but because the ship was sold out, I could not get her an alternative. She started screaming at me and saying that if I were a better agent, I would be able to find her something better. Her long-time partner had died so I was understanding about her situation but when the abuse continued long after the cruise was over, I stopped doing business with her.
Here are tips that you will find helpful:
1. Don’t get emotional - Whoever they are and no matter what they are saying it is important to keep your emotions in check. After all, you are a professional and they are looking to you for guidance. I find complaints generally fall into 3 categories: Well-meaning clients that will report back to you with nit picking details of their trip thinking it will help you do your job better. Then there are those who are unreasonable complainers who are trying to scam the system or are just never happy. Then there are the people who have legitimate concerns. Deciding which category your client fits into will guide you as to how to proceed.
2. Listen carefully – It is advisable to not interrupt unless it is to get clarification. It is important that your client feel they have been heard.
3. Repeat back what they are stating – Sometimes people get so involved in the story it can get confusing. By repeating back what the complaint is and what they want for a resolution you will be sure that you have a clear understanding of the situation and they will appreciate you taking the time to acknowledge they are understood and ensure that you heard what they said.
4: Offer Support & possible solutions – Support comes in many varieties. Having carefully listened to what the client said you are uniquely positioned to know the best direction needed to help them to get something in response to their complaint. Sometimes clients just want to have the opportunity to vent and it is enough for you to empathize with their situation.
However, travel agents also have access to resources and have leverage that a client doesn’t have access to. Maybe yo can offer something unexpected. Brainstorm with your sales rep and your team to come up with possible solutions. If the client is still on a cruise an onboard credit may be an appropriate solution. If the client has returned from their trip it may be possible for you to get them a partial refund or have a gift basket delivered to their home paid for by the sales rep using co-op funds. Vendors have deep pockets and it is usually possible to get help from them as they want to keep your support.
Let the client know that you are completely on their side. I like to position myself as the crusader who will battle against the vendor who did my client wrong. While this is an obvious exaggeration it is imperative that the client understand that you have their best interests first. When there is resolution take full credit for obtaining it and if it falls short of expectations blame the vendor and, if necessary, add something of value, such as the orchid that I sent to the client on the cruise.
If possible, offer potential solutions. If nothing comes readily to mind let your client know exactly what steps you are going to take such as calling the vendor’s customer service department or contacting the sales rep and then keep in touch with the client with progress reports so they understand that you are actively working on this for them.
End the conversation with a heartfelt apology for whatever problem they had and assure them that you will be an advocate for them. While everyone thinks they make buying decisions based on rational thinking the truth is purchases based on emotion and how you make your client feel. Handling problems correctly gives you the opportunity to create client loyalty and raving fans for life.
Here is an overview of the points I went over:
Begin by carefully listening to what the client is saying. Was the problem something that was out of the vendors control? Did the vendor offer any kind of compensation? Is there something you can do in addition to what the vendor did? Then acknowledge the problem. Get the facts.
By offering a solution you can use the situation to create client loyalty. With so much information on the internet clients may believe that they don’t need you and you need to find a way to rise above the noise. As an agent you have access to resources that your client doesn’t – use them. Contact your sales rep, think about other possible solutions, talk to other agents who have had a similar situation
I remember when a first-time client went on a cruise that offered fresh flowers in the room. She was expecting a bouquet and got 5 little flowers in a tiny vase. After she called to complain I had an orchid delivered to her home and she was thrilled.
Another time there was a plumbing back up on a ship and the clients were given a small onboard credit as compensation. I was able to give them additional onboard credit on a future cruise by going through my sales rep.
If a client is abusive or unreasonable you may want to consider not dealing with them again. Everyone has a bad day now and then but if someone is continually hard to deal with you are not doing yourself any favors by continuing to deal with them. Their friends are likely to have similar personalities and, if your client starts referring their friends you will end up with a book of clients that are nothing but problems! Alternately, if your clients are nice and you take care of them, they will refer clients that are nice.
I had a client that booked a cruise to Australia for a client. She was very price conscious and booked a cabin on a guarantee which is the lowest price, but the cruise line assigns the cabin. When the cabin was assigned, she didn’t like the location but because the ship was sold out, I could not get her an alternative. She started screaming at me and saying that if I were a better agent, I would be able to find her something better. Her long-time partner had died so I was understanding about her situation but when the abuse continued long after the cruise was over, I stopped doing business with her.
Here are tips that you will find helpful:
1. Don’t get emotional - Whoever they are and no matter what they are saying it is important to keep your emotions in check. After all, you are a professional and they are looking to you for guidance. I find complaints generally fall into 3 categories: Well-meaning clients that will report back to you with nit picking details of their trip thinking it will help you do your job better. Then there are those who are unreasonable complainers who are trying to scam the system or are just never happy. Then there are the people who have legitimate concerns. Deciding which category your client fits into will guide you as to how to proceed.
2. Listen carefully – It is advisable to not interrupt unless it is to get clarification. It is important that your client feel they have been heard.
- For the people who are “reporting back” to you just thank them for the information and taking the time to get back to you. Even if there is absolutely nothing of value in what they told you they will end up feeling good about you and likely book their travel with you again.
- If they are unreasonable complainers that are never happy you may want to consider cutting them loose. Afterall it is unlikely you will ever be able to do enough to make them happy. Alternatively, if they are trying to work the system by getting something extra by complaining you may be able to, through your sales rep, get them extra perks. However, it could mean a substantial time commitment and you need to decide if it is worth your while.
- For those people who have legitimate concerns go out of your way to get them resolution. If possible, get them more than they are asking for. These are the people that will be loyal, become raving fans and refer their friends to you.
3. Repeat back what they are stating – Sometimes people get so involved in the story it can get confusing. By repeating back what the complaint is and what they want for a resolution you will be sure that you have a clear understanding of the situation and they will appreciate you taking the time to acknowledge they are understood and ensure that you heard what they said.
4: Offer Support & possible solutions – Support comes in many varieties. Having carefully listened to what the client said you are uniquely positioned to know the best direction needed to help them to get something in response to their complaint. Sometimes clients just want to have the opportunity to vent and it is enough for you to empathize with their situation.
However, travel agents also have access to resources and have leverage that a client doesn’t have access to. Maybe yo can offer something unexpected. Brainstorm with your sales rep and your team to come up with possible solutions. If the client is still on a cruise an onboard credit may be an appropriate solution. If the client has returned from their trip it may be possible for you to get them a partial refund or have a gift basket delivered to their home paid for by the sales rep using co-op funds. Vendors have deep pockets and it is usually possible to get help from them as they want to keep your support.
Let the client know that you are completely on their side. I like to position myself as the crusader who will battle against the vendor who did my client wrong. While this is an obvious exaggeration it is imperative that the client understand that you have their best interests first. When there is resolution take full credit for obtaining it and if it falls short of expectations blame the vendor and, if necessary, add something of value, such as the orchid that I sent to the client on the cruise.
If possible, offer potential solutions. If nothing comes readily to mind let your client know exactly what steps you are going to take such as calling the vendor’s customer service department or contacting the sales rep and then keep in touch with the client with progress reports so they understand that you are actively working on this for them.
End the conversation with a heartfelt apology for whatever problem they had and assure them that you will be an advocate for them. While everyone thinks they make buying decisions based on rational thinking the truth is purchases based on emotion and how you make your client feel. Handling problems correctly gives you the opportunity to create client loyalty and raving fans for life.
Here is an overview of the points I went over:
- Don’t get emotional
- Listen carefully
- Repeat back the complaint for clarity
- Offer support and possible solutions
- Assure client that you are on their side and the steps you are going to take to help them
- Apologize for their situation