News: Customer Service/Care
72% of travellers warn others about firms' poor customer service
06 February 2009
More than two thirds of travellers rely on word-of-mouth recommendations from past booking experiences, emphasising the importance of customer service training.
The Travel Bookers Omnibus report, commissioned by RightNow Technologies, found 69 per cent rely on friends and families' advice, but nearly a quarter have experienced poor consumer care during this process.
It also finds 72 per cent of users have spread information about bad customer service experiences to others, while 54 per cent have promoted good companies.
Joe Brown, the general manager of RightNow's Europe, Middle East and Africa division, claims there is a clear connection between consumer care and loyalty.
He states: "Word-of-mouth recommendations figure highly in a holidaymakers' decision-making process so it's essential that travel companies assess where the gaps are in their customer care strategies."
In other news, Anthony Smith, chief executive of Passenger Focus, recently claimed rail firms need to deploy customer service training in order to improve the help which can be provided to those affected by delays or cancellations.
