4. Service Surveys 02/02/2010 Kurban Travel - Sample Training 4 Service companies charge up to 9 % more Acquisition costs 5 times > than retention costs ½ new customers come through referrals 10 to 15% customers are lost / year because of bad service
8. The 9P Marketing Mix 02/02/2010 Kurban Travel - Sample Training 8 Today, 1 $ spent on advertising yields < 5$ in incremental revenue, whereas 1 $ spent on a good customer experience yields > 60$ Services Marketing
11. The Five Client Needs 02/02/2010 Kurban Travel - Sample Training 11 Embed the five needs in Welcome Letter! Fair price Outstanding service Problem Solving Appreciation Lifetime Clientele There are two fools in any market: one does not charge enough The other charges too much ! Russian Proverb
12. Other major travel needs! 02/02/2010 Kurban Travel - Sample Training 12 Transit Time Frequency Convenient outward and return travelling times Upgrading class of travel Airport Transfer Pre-bookable seating arrangements Additional baggage allowance Choice of meals Airport lounges
14. Telephone Skills 02/02/2010 14 Answering promptly Phone power posture Taking responsibility Timing is everything 90% of business people have never received phone skills training!! .
15. Completing Business Messages 02/02/2010 Kurban Travel - Sample Training 15 Unnecessary words and phrases: In the event that Redundancies: Future plans Final outcome
18. Destination Specialist Thailand November to February Sky Train Hot food Traditional massage/ancient massage Modern/physical massage DamnernSaduak 18
20. Spa Marketing Strategies Mother Day Special (50% Rate) Honeymoon/Wedding Birthday Spa treatment of honeymooners in their own room Spa vacations Medical Spas: close to hospitals Cosmetic surgery 20 A good travel agency database to include birthdays and anniversaries
