Righto, let’s get started…..I’m Wendy the person behind the chat at the Tourism Tribe.  I was told to find my “blog voice”, perplexed by this, I wondered “What is my blog voice? And why is it different to my normal voice?”  So I “Googled it” as you do, as Google knows everything! So now I know what my blog voice is, it’s me writing for you, with things that you might find interesting. Seems relatively simple, let’s see how we go!I also need to try to avoid offending anyone or saying anything wrong,  Hmmm, this is not as easy as I thought!

So, what is my style and what can you expect from my blogs?

I’m usually brief, honest and I have a been around a while.  I have had my own small business and I’m told I’m empathetic. I’ve always been a talker, just ask my parents!  I like sharing and I am blessed with a sense of humour. I’ll try to keep my blogs brief, informative and entertaining and if I think there’s a relevant tutorial. I’ll link it I real, I am the person on the chat, based in Adelaide.I hope you get some value from my posts.

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What makes excellent online customer service?

You probably are in the tourism industry because you love people, you love what you do and manage to make a living out of it. It’s hard work, long hours but very rewarding. One of the keys to success is the delivery of exceptional customer service and to most people in our industry it comes naturally. Why then, are online customers treated differently? Is it because they are somewhat anonymous? Is it because you’re too busy with your “real” customers? Or is it because you’re not comfortable with technology? Let me put it another way, would you leave somebody waiting at the door of your B&B for a few days? Or would you leave a customer on a jetty as your tour sailed off? No, of course not! Then why, I ask is it OK to do online?  The simple answer is it’s not! 

Exceptional online customer service not only increases business but generates a positive online presence, this content is created by your guests, it’s “online word of mouth” and incredibly valuable

So how do you go about it? My personal mantra is;

 “Treat your online customers with as much care and respect as you do your customers in the real world”

 Let’s keep it simple, here are my top tips;.

  •    Have an online presence
  •    Make it easy to find online
  •    Make it engaging and at a very minimum have the following;
  •    A description of what you offer
  •    Images of what you offer including people
  •    Rates  and inclusions  
  •    Contact information
  •    Location information including maps and directions

 Tip – If you don’t know if your online presence is up to scratch, write down all the questions you get asked on the phone and see if your online presence answers them. If it doesn’t add them to your online presence.

  •        Be responsive answer any form of communication promptly, for example,     checking your emails twice a day.
  •         Consider an online booking system
  •         Offer alternative payment methods
  •         Be accommodating 

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 You’ll find examples of how to go about this as most of this stuff is covered in our tutorials, start with the “The Basics“, and you’ll find how to make it easy to be found online here. Online Booking systems are explained here.

 If that’s too hard, start with this, respond to your emails twice a day and look at what people are saying about your business online Google “your business name and reviews” or set up a Google alert to have information about your business delivered to your inbox!  

That’s it from the desk today, Wendy

 

 

 

 

 

Learn how to improve your Tourism Business

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About fabienne

AvatarFabienne Wintle is Chief Digital Strategist and is an advocate for digital self-sufficiency, having empowered thousands of small businesses with the knowledge and tools required to make a living from tourism. Her special blend of digital know-how, tourism knowledge, coaching skills and a natural gift for communication make her a sought-after consultant, workshop facilitator and speaker.
She lives on Australia's Southern Great Barrier Reef in Agnes Water, Queensland where she volunteers her time to help local businesses use the internet.

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