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