The 5 Different Types of Customers You’ll Encounter in the Travel Industry
Around the world, summer is a highly-anticipated season that we often associate with ice-cold drinks and out-of-town trips. In the Middle East, longer domestic and international trips are recorded during the hottest months of the year — proof that we’d rather soak up the heat someplace where it’s more forgiving. Travel agencies take center stage during this season, and with the myriad of customers expected to pour in, it’s best to familiarize yourself with the different types of people who will walk in the door.
The Wide-eyed Wanderer
We’ve all been through this phase: our first travel — whether out-of-town or out-of-the-country — without adult supervision. It’s a heady mix of nervousness and excitement, from planning the trip to hopping on the plane and landing on our destination. When a Wanderer walks in your office or agency, they’d either look clueless or fake-confident; either way, make sure to be more helpful to them than usual. Wanderers would either ask a lot of questions or not at all, which makes it all the more important for you to be observant. Pay attention to their off-hand jokes and non-verbal cues: are they nervous? Hesitant? First-time travels are always a significant milestone, so it’s your duty to guarantee that theirs turn out to be memorable for a positive reason.
The soloist would often be seen in airports with a single backpack in hand, one that’s big enough to fit another human being. Although this type of traveler may seem like he has thrown all caution to the wind, it’s still imperative that you keep them within a safe space, regardless if they request to be flown to the depths of the Amazon rainforest. The Soloist is after the experience, so expect that he or she will be on the lookout for places where culture and tradition still thrive, and experiences that would allow him to engage with the locals.
Easily identifiable by the aura of confidence they exude, the Jetsetter would walk in your agency knowing well what they want from you. More often than not, they’ll tell you about their past experiences with other service providers in a slight attempt to intimidate you into going above and beyond to give them excellent service — not that you wouldn’t, but certainly you can deliver without being influenced by fear. The trick here is to keep your cool and assert your authority. Pay attention to the Jetsetter’s musings so you can ask the right questions, such as his concerns, his pain points with past service providers, and his expectations for the upcoming trip. Impart your knowledge, but take this chance to learn from the customer as well.
According to Insight Out’s Middle East Consumer Travel Report 2018, a whopping 57.1% of last year’s travelers brought their families with them in their trips. Although safety is a major concern for all travelers, the thought of exploring unknown places with children and the elderly brings this factor to a much higher pedestal. When dealing with this type of customers, make sure to offer destinations that offer multiple activities and cater to every member of the household. Some examples of safe yet enjoyable activities to consider would be amusement parks, cultural shows, and sight-seeing.
The Deal Chaser
With the amount of travel agencies offering tours nowadays, travelers won’t even have to go through the hassle of building their own itineraries. The Deal Chaser is someone who’ll actively scout for the best bang for his or her buck — perhaps in the form of fully-packed tour package that’s still within budget. Nothing wrong with looking out for the best deals, but in some cases, you would have to remind this customer that if it’s too good to be true, it’s probably a scam. What you can do instead is to play around the customer’s budget by offering alternatives that are still exciting, but way more realistic. After all, this is an opportunity to turn a one-time customer into a loyal patron. If Deal Chasers know that they’re getting their money’s worth, they’ll surely stick around and tell everyone about you.
If you need help dealing with customers this peak season, look no further than Callix! We are UAE’s most trusted call management solutions provider. With highly-trained agents that can understand a wide range of languages, we can definitely lend you a helping hand in transacting with your clientele during this busy summer season. Call us at 800 CALLIX now to learn more about our packages.