Customer Service & Field Operations Manual

8/11/2019 Customer Service & Field Operations Manual

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This makes focusingon excellent

service andproviding an

exceptional

customerexperience even

vital to our success.


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Quality service is thematching of customerexpectations withservices delivered. The goal is to meet or

exceed customerexpectations on everytrip, with everycustomer. In other

words, our goal is have100% customersatisfaction.


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If you receive acomplaint takeownership of the

problem. Do not get defensive or

make excuses nomatter how unfoundedthe complaint may

seem. Remember, theproblem could beeither servicesdelivered or customerexpectations


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If you anticipate a situation that mightcause a disappointment ( a rough bus ride,

a poor meal a change in the details of thetrip itinerary etc.) set up the correctexpectation. Telling the clients as far inadvance as possible, explaining whythesituation has occurred will allow them tochange their expectations of the services thatwill be delivered.


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If you get acomplaint, make aresponse that

focuses on solvingthe customersissues. Let the client know

you hear what theirconcerns are andyou understand theirfeelings or point ofview.


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I am sorry that _____________ did notmeet your expectations. what can I do to

make rest of the trip comfortable for you. ? - It seems you are unhappy about

___________ I am here to provide you withgood service .What adjustments can I maketo improve your trip ?


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A good impression, in the very beginning ofthe visit, will put everyone in the right mood

towards an overall success. Reverse to thissituation would make them feel that theyhave committed a mistake by choosing thiscountry as a destination and they startforeseeing a lot of problems all during theirstay.


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atmosphere ofnoisy and hotairport

bureaucracy rudeness of many

immigration andcustoms

Officials the delay for that

luggage the inadequacy of

the trolleys


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Brief the escort to collect and carry information on: Flight number; Name list;

Details of transport, transport voucher; Hotels name and address, rooming list and hotel

voucher; Together with any special details such as the nature of

the group, difficulties with mobility,

VIPs, etc.; and Greeting/sign board (individual tourists placard giving

name of the tourist, country coming from or companyhe/she is representing, etc.).


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Equip your airport transfer boy/girl with the followingmaterial ready for use:

Badge, Uniform as prescribed, Greeting board, Name list, Clipboard and pen, Mobile phone or phone card or coins, Tips or voucher for porters,

Transport vouchers, Hotel vouchers, Welcome packs and/or gifts, Hotel registration cards, and Smile of the escort.


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Departure Transfer Checklist: Brief clients in writing and in advance,

Brief hotel and porters to be ready, Be at hotel early, Ask reception if everyone has paid extras, Gather up clients, phone rooms of those

who do not appear, Load bags (each client to confirm),


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Remind clients to: pay extras,

return keys, empty safe deposits, and have passports and tickets in hand luggage.


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Load passengers, Depart for airport, On route explain procedure at airport, Explain what facilities there are airside (toilets?

Post office? Duty-free? Bars? Caf?), Drive as close as possible to check in area, Before leaving bus wish them a safe and happy

journey home and that they will come backsoon.

Sound as if you mean it


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While saying goodbye some passengers mayoffer small tips and gifts. Thank for these but

NEVER solicit them,

Assist with getting porters/trolleys, Assist with check in procedures/airport tax

paying, etc., Escort to security and passport control, When all have gone airside you can leave but

not before, and If there is a delay before the clients have gone

airside you are still responsible for them.


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A variety of situations could turn into an

emergency. We define an emergency as asituation in which acts ,either human causedor natural, disrupt a tour and lead to an injury, loss of life or restriction of a travellersability to return home.


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Each guide to have our up to date safetymanual. You should have contingencies and

procedures for all types of Emergencies(given by the office )


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In case of a crisis make every effort to protectyourself and the clients from further injury or

damage. Gather information about the situation

contact the office at the first feasiblemoment, the office will in turn inform theagent or a relative in case the client hasbooked the trip direct with an agency.


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This is a critical step . As soon as it is safe to doso, it is extremely important that you documentthe situation in written form. Include as many

details as you can ; including exactly whathappened , what was said ,what treatment oroptions were offered the client and what theirresponse was . You should also include theirresponse to the situation . Be sure to sign anddate the document and include the time. If thesituations persist over a long period of time , besure to keep this document updated on aregular basis.


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The agent will handle notification of familymembers and responses to the media ( if

necessary). If you are caught in a situationneeding to respond to directly to the media ,use these guidelines in your response :

Do not give personal opinions or feelings . Do not

speculate. Focus on the facts of the situation andrefer to the appropriate authorities for additional

information.


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Do not engage in arguments with the press.Keep a cool head and request a break shouldthe interview become too intense.

It is advisable to express regrets about anincident ; however, do not apologize ormake statements accepting the blame for

the incident. It is better to have a second person available

during the interview. Keep records of theconversations with the press if possible.


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It is critical you continue to stay incontact with the office until the situation is

completely resolved, the office will in turnkeep updating the agent/or the family of theclient.


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1. No equipment available

2. No foreign language- speaking guide available


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3. Equipment breakdown4. Guide is no show

5. Accidents6. Death of a client7. Theft8. Snatching/ Pickpocketing9. No reservations10. Incomplete reservations


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11. Road/ bridgebreakdown

12. Complaints 13. Cancelled or

delayed onward

flight or vessel/busdeparture

Customer Service & Field Operations Manual

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