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Thompson & First Choice Move Customer Services To Shops |
Thomson and First Choice shops could start to handle customer complaints for the first time.
The move, a result of a full customer services review launched in December, would give extra responsibility to staff in TUI Travel's 880 UK shops.
Already 550 of the company's high-street agencies have broadened their roles to take virtual call centre bookings over the
phone during quiet periods. From October they will also deal with all bookings taken by customers in their shop's postcode
area.
The latest plan would help nip complaints in the bud where possible, said TUI Travel customer services director Tim Williamson.
He said: "The logic is that shop [staff] know their customers the best. Customers want to get a resolution as quickly as possible and their relationship is with the people who serve them in the shop."
Here at GoResponse, we not only specialise in customer care provided by the call centre, but we share TUI's passion for getting it right first time. How many times have you called a supplier or retailer to resolve a minor issue only to have it escalate through being handled badly.
Although this is counter-intuitive to TUI's reasoning, our experience shows us that high quality customer care can be provided through the
call centre but it must be handled right.
(For the full story see the Travel Weekly site). |
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