What are the opportunities in ethically dealing with customers?
Do we really need ethically dealing with customers? Why? Can we have a deal with client without ethic? Where will it lead? I will try to give answers on these questions that you have read above in my essay.
I would like to describe short stories which happened with my mom in the past. First story is about her job in travel agency as Tourism Manager. She worked in big company that had a lot of clients. A big amount of clients means high salary. Everybody knows that. There were a competition between workers; everyone wanted to have one or two rich clients according to whom they ...view middle of the document...
My mom applies to everyone equally, regardless of social status and appearance. That's why she has a lot of tourists, both new and old.
I remember that five or six years ago mom had big problems on the job. The airlines by which their tourists had a flight became a bankrupt and announced its failure to bring tourists back. There was a huge scandal. Mass Media surrounded travel agency and asked about future actions, what they would do and how they would solve it. Tourists’ relatives and friends cussed with travel agents, they were furious about unreliable partners which were chosen by the company. According to this scandal my mom heard huge amount of unpleasant words. Mass Media tried to turn the words, their video operators did montage and voilà, everybody thought that there were the worst people at travel agency. My mom and director of agency had found a plane and they were ready to bring their tourists in Kazakhstan. When they asked Mass Media to come, they refused because they needed only tragic stories where they could find who was guilty. Tourists were successfully returned to motherland, and everybody forgot about it.
I know that I will always support my mom but in situation above I cannot do it. When you are selling tour to tourists you guarantee the vacation without undue incident. How can you guarantee it? By partners’ choosing. If you have reliable partners, there will not take a place such kind of situations. Reliable partners will tell you if they have a finance problem, will not them? But I agree that people are learning from their mistakes. And, I hope that agency’s workers are.
When my mom was young she had done several minor mistakes in her job. She lost some tourists, but understood how to avoid doing them. If you want to save your client you should do everything correctly and distinctly. Sometimes you cannot see out and indicate the wrong time of flight, or mix up the name or surname, or to make a mistake in the dates / type of room / guest placing, etc. The attitude of customer for such mistakes can be different. If he or she has a positive attitude to you there cannot be any problem, you will just change data and that is all. But in some situation one such mistake and you lost a client. I think that first of all travel agent should become a friend to customer. Why? Because you organize his or her rest and they trust you so important business. According to tourists mom’s colleagues were insincere and arrogant. They had a strained smile and eyes with envy. Before the client - they are very polite, and when he or she goes away - they throw mud him / her. Why do they need it? In my opinion, client is your friend. You have to have good relationships with him. He / she is your breadwinner.
And the last point of first story is about the competition among colleagues. My mom had different cases when her colleagues asked her clients about price which she told them and after that they offered cheaper price. It was unbelievable...