Guide to Handling Travel Enquiries for New Trainees

Welcome to the team! In your role as a travel agency sales agent, one of your main responsibilities
will be handling customer inquiries. We have put together some essential steps and tips to help you
manage these inquiries effectively.

1. Greet the Customer

Start each call with a warm and professional greeting. It sets the tone for the rest of the
conversation. Be sure to introduce yourself and thank the customer for choosing our travel agency.

2. Listen Actively

Actively listening is crucial when dealing with inquiries. Ensure you understand the customer's needs
and wants by asking clarifying questions if needed. It is okay to ask a customer to repeat information
if you did not catch it the first time.

3. Gather Essential Information

Ask for the necessary details that will help you assist the customer better. These include:

• Travel Dates: When does the customer plan to travel? Ask for both departure and return
dates.

• Departure Airport: Where is the customer departing from? This will help you find the best
flights for them.

• Destination: Where does the customer plan to travel to? This will allow you to provide
relevant travel packages and information.

• Number of Passengers: How many people will be traveling? Make sure to clarify if any are
children.

• Children’s Ages: If there are any children traveling, ask for their ages. Remember, anyone
aged 12 or above is considered an adult in terms of travel arrangements.

• Flexibility: Is the customer flexible with their travel dates or departure airport? Flexibility can
often lead to better deals or options.

4. Show Empathy and Patience

Remember, travel planning can be stressful for many people. Show empathy and patience, even
when dealing with difficult customers. This will make them feel heard and valued.

5. Provide Clear Information

Always provide clear, concise, and accurate information. If you do not know something, let the
customer know you will find out and get back to them.

6. Take Detailed Notes

Take detailed notes during the conversation. This can be beneficial when you need to recall specific
customer preferences or issues.
7. Confirm Information

Before concluding the call, confirm all the details with the customer. This ensures that you both are
on the same page and prevents future misunderstandings.

8. Close the Conversation Professionally

End the call on a positive note. Thank the customer for their time, reassure them that you will assist
them in the best possible way, and remind them to contact you if they have more questions.

9. Additional Considerations

You might also want to ask about:

• Budget: Knowing the customer's budget can help tailor the perfect package for them.

• Accommodation Preferences: Does the customer prefer a specific type of accommodation

(e.g., hotel, bed & breakfast, resort)?

• Special Requests or Needs: Do any travelers have special needs or requests (e.g., dietary
restrictions, wheelchair access, etc.)?

Remember, the goal is not just to sell a package but to provide the customer with the best possible
travel experience. Good luck!