Customer Services, Behavioral Approach and Responsibilities of a Travel Agency Staff... Md Shaifullar Rabbi Assistant Manager, Customer Support and Training Department , Sabre Travel Network Bangladesh Limited

1. Customer Services,
Behavioral Approach & Responsibilities
of a Travel Agency Staff

2. MD SHAIFULLAR RABBI
ASSISTANT MANAGER
CUSTOMER SUPPORT AND TRAINING DEPARTMENT
SABRE TRAVEL NETWORK BANGLADESH LIMITED
BBA & MBA
DEPT. OF TOURISM AND HOSPITALITY MANAGEMENT
FACULTY OF BUSINESS STUDIES
UNIVERSITY OF DHAKA

3. Travel Agency

4. Different Types of Travel Agency
IATA Travel
Agency/GSA
Tour
Packaging
Agency
Students
Overseas
Agency
Travel
Consultant
Agency
Hajj /
Omra
Agency
Recruiting
Agency

5. Common Functions of Travel Agency
Travel Plan
Offer Airlines Ticketing
Offer Tour Package
Accommodation
Booking
Transportation Support
Tour Arrangement
Ancillary Services
Travel Information
Money Exchange
VISA Processing
Documentations
Travel Consultancy
GSA Support
PSA Support

6. Customer Services of IATA/GSA
Travel Agency
 Dealing on Behalf of IATA Member
Airlines
 Airlines Reservation
 Airlines Ticket Sales
 Air Ticket Issue Support
 Air Ticket Cancel Support(Void &
Refund)
 Air Ticket Reissue Support
 Accommodation Booking support
Through GDS
 Air Travel Related Support
 General Sales Agent

7. Customer Services of Tour
Packaging Travel Agency
 Travel Information Support
 Tour Package Sell
 Visa Related Support
 Visa Form Fill Up Support
 Accommodation Support
 Passport Related Support
 Transportation Support
 Documentation Support

8. Customer Services of Student
Overseas Travel Agency
 Student Study Support in Abroad
 Student Visa Support
 Documentations Support
 Negotiation with Affiliated
Educational Institutions
 Tuition Fee Payment Support
 Online Admission Support
 Education Related Consultancy

9. Customer Services of Hajj/Umrah
Travel Agency
 Hajj Registration
 Hajj/Umrah Package Support
 Hajj Related Activities
 Accommodation Support
 Ticketing Arrangement Support
 Visa Support
 Hajj/Umrah Legal Support
 Food Support
 Airport Departure Support

10. Customer Services of Recruiting
Travel Agency
 Human Export Support
 Employment Visa Support
 Medical Support
 MOFA Support
 Manpower Clearance Support
 Ticketing Arrangement Support
 Airport Departure Support

11. Travel Consultant
A person
engaged in
selling and
arranging
transportation
,
accommodati
ons, tours, or
trips for
travelers.

12. Behavioral Approach of Travel
Agency Staff
 Ever Smiling Face
 Well Behavior
 Courteous
 Responsible
 Supportive Mentality
 Humble & Gentle
 Feel Comfort
 Feel Guest Needs
 Problem Solving
 Handle Guest
Complaint

13. Job Responsibilities of Travel
Agency Staff
 Plan and sell transportations, accommodations, insurance and other travel
services
 Cooperate with clients to determine their needs and advise them appropriate
destination, modes of transportations, travel dates, costs and accommodations
 Provide relevant information, brochures and publications (guides, local customs,
maps, regulations, events etc) to travelers
 Book transportation, make hotel reservations and collect payment/fees
 Use promotional techniques and prepare promotional materials to sell itinerary
tour packages
 Deal with occurring travel problems, complaints or refunds
 Attend travel seminars to remain updated with tourism trends
 Enter data into our software and maintain client files
 Network with tour operators
 Maintain statistical and financial records
 Meet profit and sales targets

14. QUALITIES OF A TRAVEL AGENCY STAFF
 Resourcefulness
 Honesty
 Management skills
 Good understanding of ICT
 Marketing skills
 Good communication skills
 Timeliness
 Understand to Customer Needs
 GDS Skills
 Accountability
 Responsiveness
 Well Behavior
 Well Organized

15. Skills and knowledge
You'll need:
✔ Customer service skills
✔ Excellent verbal communication skills
✔ The ability to sell products and services
✔ To be thorough and pay attention to detail
✔ Administration skills
✔ Active listening skills
✔ Persuading skills
✔ A desire to help people
✔ To be able to carry out basic tasks on a computer or
hand-held device

16. GDS Skills
 Airlines Reservation
 Issue Ticket
 Void Ticket
 Refund Ticket
 Reissue Ticket
 Issue EMD
 Void EMD
 Refund EMD
 Accommodation Booking

17. Day-to-day tasks
Depending on your role, your day-to-day tasks may
include:
✔ Understanding and meeting customers' needs
✔ Using your geographical knowledge to help customers find a
suitable package holiday or plan independent travel
✔ Making bookings and payments using online computer systems
✔ Advising customers about passports, insurance, visas, vaccinations,
tours and vehicle hire
✔ Informing customers of changes like cancelled flights
✔ Arranging refunds and handling complaints
✔ Meeting sales targets
✔ Keeping up to date with developments in the travel industry

18. How to Deal with Angry Customers
 Remain calm.
 Practice active listening.
 Repeat back what your customers
say.
 Thank them for bringing the issue
to your attention.
 Explain the steps you'll take to
solve the problem.
 Set a time to follow-up with them,
if needed.
 Be sincere.
 Highlight the case's priority.