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helloworld national focus on customer service excellence

October 8, 2014 Corporate No Comments Email Email

helloworld agents are to receive market-leading training on building customer loyalty as part of an initiative unveiled at the Owners Managers Conference (OMC) on 2nd-4th October in Los Angeles.

The new hello You program is tailored to the needs of helloworld agents. Developed by leading global training expert and PeopleInProgress CEO Terry Hawkins, the comprehensive program for Branded and Associate members empowers customer-facing staff with the skills to positively influence and engage, and create strengthened, long lasting customer relationships.

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helloworld Head of Branded Networks, Julie Primmer said the hello You development program is yet another example of how the network is bringing its commitment to excellence in customer service to life.

“We want helloworld to be synonymous with quality and customer service excellence and that’s why our hello You initiative is so important,” Ms Primmer said.

“This program builds on the skills our agents already have and will allow our agents to deliver exceptional customer support, grow loyalty, and, in turn, achieve fantastic results for their agencies.”

A number of helloworld agents have already put the hello You advantage to work following their involvement in the highly successful August pilot. Owner of helloworld Mandurah Forum, Keeley Morehead successfully employed her hello You skills to generate business and customer loyalty, converting a weather inquiry into a $56k river cruise.

“Rather than think that this was an information pulling exercise, I thought this is an opportunity to create a relationship, so I began using the skills I’d learnt through hello You,” Keeley said.  “The next morning, as we opened the door, both he and his wife were waiting for me.  Two and a half hours later, they left extremely happy and I had converted a booking made direct with the supplier for $20k to a booking that I was now holding for $56k with the same supplier.  Thank you so much to Terry Hawkins & PIP for giving me the tools to change our booking procedure, making it much more satisfying for not only our clients but also us as consultants.”

Jacinta Blundell, the owner manager of helloworld Caboolture King Street, has had similar success. “Before our hello You training, I was struggling to get an Africa group tour off the ground. After an amazing weekend of training, I was able to identify and address their concerns and able to get the entire group deposited within 3 days of sending out the invitation.”

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Julie Primmer – Head of helloworld Branded Network at OMC

hello You is being rolled out nationally to helloworld’s Branded and Associate members and the response from agents is powerful.

  •  “If all franchisees, their staff and all head office personnel are given the opportunity to partake in this training, then helloworld we will be unstoppable!” Aly Palmer – Manager, helloworld Warwick
  • “This course has to be rolled out to everyone – it’s really a no brainer! I have got my passion back for travel and I know that what I have picked up and ‘learnt’ will definitely benefit my staff and clients,” Debra Durrington – Owner, helloworld Charters Towers
  • “The girls, my clients and more importantly I, have noticed an enormous positive shift in our office. I’m looking forward to my staff sharing this new found experience in the near future,” Colette Rosso – Travel Manager, helloworld Spring Hill
  • “I have opened my eyes to many things that I was not aware of about myself and my business….I am sure the helloYou program will be very successful and cannot wait to send my team!” Karin Vanner – Owner/Manager, helloworld Geelong West

The major Conference sponsors were Qantas, Qantas Holidays, P&O Cruises & LA Tourism & Convention Board.

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