I suppose I'm fated to Hainan Island, doubted as the Hawaii of the East. This I can truly agree when the sun is out and the ocean shimmers with sparkling diamond. Led a tour to Hainan from 05-10 October. Was raining from Day 1 to 4; one moment it was rain, the other moment it was sunny. Typhoon season marked my first overseas assignment! Mr. Sun finally showed his face on Day 5 for the whole day, so that my group had a happy ending after all.
My clients were good people, mostly elderlies, with only two 1987's girls who were friendly. Never before have I PR with so many people (25 in total) and for so long hours (from morning call to end of day). I hate meal time as I had to sit with the tour guide and driver because we simply have nothing to talk about. Our meals weren't as fantastic as those clients, and one aunty sent twice of their leftover food for us.
Rainy weather on the first few days had greatly dampened my already anxious mood, to the point I hated morning call so much because it's time to get on stage!
Company-paid tours aren't as good as what some clients may think. Firstly, I can't sleep well knowing that I'm on 24-hour standby. Secondly, I have to wake up at 6am instead of my usual 8.15am. Thirdly, I don't end my day until at least 8pm. Fourthly, I have to assign rooms taking into consideration requests for adjoining room. Lastly, I brought my loads of clients to the wrong flight check-in zone and made them walk a mile with my company's flag flying high.
Back to office again tomorrow. Have to face stupid computer and idiotic phone.
Showing posts with label Work. Show all posts
Showing posts with label Work. Show all posts
Tuesday, October 11, 2011
Friday, September 16, 2011
Cheapo
One female client called today asking for discount for a group of 5 people going to Turkey. I know by hard that my company follows a strict discount policy, I don't really know how to put it nicely to the customer. If she studies business, I can simply say "no" so as to reduce "brand dilution." But I can assume. So I could only say "I would want to give you discount but I can't."
Had my manager over to handle the call and she sounded stern and no discount means no discount. The customer kept telling us she could easily go to another competitor of ours. Now I can think of a good answer to call upon next time: "we do not compete on price alone. if we simply give discount, we will lose the trust of customers who don't even ask for it!"
Price consistency is very important, and now I thought of some agencies that collapsed because they were too desperate to close the sales.
One walk-in customer inquired on some cheap tours to Taiwan, and later Beijing. Our 5 days Beijing already costs almost S$1,500 by SQ. Her expression was so funny when I told her about the price. She immediately brushed away the itinerary, without even the slightest interest in reading the itinerary. Wasted my pen ink and paper. She walked away and now I realised I should sell the right thing to the right customer.
Called a customer who initially wanted to come down to book a Maldivian package. 2 hours passed and he still hasn't appeared. So I gave him a call and he said he got a better quote. I asked how was the quote like. He told me S$2,588 + S$300 plus taxes for 8 nights at Adaaran villa. I was amazed at that price. Usually a night stay would cost around S$800. When I worked out if we can give him a similar quote, my manager told me: "call him and tell him we can't match that price."
Maldives is one of my dream destinations. S$2,588 albeit is a bargain, is so expensive to me. I will rather go on a cruise and sail on the ocean, even when I'm asleep.
Had my manager over to handle the call and she sounded stern and no discount means no discount. The customer kept telling us she could easily go to another competitor of ours. Now I can think of a good answer to call upon next time: "we do not compete on price alone. if we simply give discount, we will lose the trust of customers who don't even ask for it!"
Price consistency is very important, and now I thought of some agencies that collapsed because they were too desperate to close the sales.
One walk-in customer inquired on some cheap tours to Taiwan, and later Beijing. Our 5 days Beijing already costs almost S$1,500 by SQ. Her expression was so funny when I told her about the price. She immediately brushed away the itinerary, without even the slightest interest in reading the itinerary. Wasted my pen ink and paper. She walked away and now I realised I should sell the right thing to the right customer.
Called a customer who initially wanted to come down to book a Maldivian package. 2 hours passed and he still hasn't appeared. So I gave him a call and he said he got a better quote. I asked how was the quote like. He told me S$2,588 + S$300 plus taxes for 8 nights at Adaaran villa. I was amazed at that price. Usually a night stay would cost around S$800. When I worked out if we can give him a similar quote, my manager told me: "call him and tell him we can't match that price."
Maldives is one of my dream destinations. S$2,588 albeit is a bargain, is so expensive to me. I will rather go on a cruise and sail on the ocean, even when I'm asleep.
Friday, September 9, 2011
So tired
is the only two words I can think of now.
Today's my 9th day of work. Finally I'm off tomorrow.
Have been dreading over the long hours of work and lack of play.
Today's my 9th day of work. Finally I'm off tomorrow.
Have been dreading over the long hours of work and lack of play.
Saturday, August 27, 2011
Funny customers
NATAS travel fair this weekend but I'm stationed in office. Lots of calls coming in, some silly questions from customers. One inquired about turkey and wanted to know if December will snow. Even though I know I am not a fortune teller, I said it will "confirm snow" in the hope that the customer will buy from me.
Another fellow on the phone asked me about the itinerary for 5 days 3 nights Tokyo, Mt Fuji and Yokohama. She's a very price-sensitive customer seeking dates with 1-for-1 promotion.
Me: Day 1 check in at airport. Day 2 reach Tokyo, go Mt Fuji and later Yokohama. Day 3 Tokyo city tour. Day 4 Tokyo free at leisure. Day 5 return to Singapore.
Woman: Oh! Actually very short hor.
Me: Because you're asking for 5 days mah!
Woman: Oh, ok thanks.
Another fellow on the phone asked me about the itinerary for 5 days 3 nights Tokyo, Mt Fuji and Yokohama. She's a very price-sensitive customer seeking dates with 1-for-1 promotion.
Me: Day 1 check in at airport. Day 2 reach Tokyo, go Mt Fuji and later Yokohama. Day 3 Tokyo city tour. Day 4 Tokyo free at leisure. Day 5 return to Singapore.
Woman: Oh! Actually very short hor.
Me: Because you're asking for 5 days mah!
Woman: Oh, ok thanks.
Thursday, August 18, 2011
2 funny customerz
In a week alone I encountered 2 funny customers.
Customer 1 has been calling me since the third day of my work regarding Vietnam until the third week of my work which is today. Over the phone she said she wanted a triple room, all with single beds because they are all women and not used to sleeping with each other. Suddenly she reminds of myself, because I don't like to share a bed too! So for that matter, I can put myself in her shoes. But 3 individual beds in a room?? I have stayed in over a hundred hotels worldwide, but have never come across such a configuration as yet (with the exception of youth hostels). My colleague told me some customers are like this. They thought our company owns everything - airplanes and hotels.
Customer 2 walked-in yesterday. She was from Canadian on holiday in Singapore and wanted to visit somewhere near on a solo trip. I suggested Bali and she really liked the idea, taking down notes of the places that she can visit (Rock Bar at Ayana Resort especially) and hotels to stay. In the end, she said she will try booking online. LOL. Because as I was presenting those ideas to her, I showed her the websites that she could do her own booking! She was such a nice person to talk to, and I even became an ambassador of Singapore, promoting No Signboard restaurant because she wanted to try chilli crab, and One Altitude bar for the most captivating bird's eye view of Singapore's skyline.
This morning, my colleague told me she saw the same lady (customer 2) wearing the same clothes the day before at the bus stop. I thought it was nothing to be excited about, because I can wear 1 shirt for 1 week in a row when I'm on holiday!
Customer 1 has been calling me since the third day of my work regarding Vietnam until the third week of my work which is today. Over the phone she said she wanted a triple room, all with single beds because they are all women and not used to sleeping with each other. Suddenly she reminds of myself, because I don't like to share a bed too! So for that matter, I can put myself in her shoes. But 3 individual beds in a room?? I have stayed in over a hundred hotels worldwide, but have never come across such a configuration as yet (with the exception of youth hostels). My colleague told me some customers are like this. They thought our company owns everything - airplanes and hotels.
Customer 2 walked-in yesterday. She was from Canadian on holiday in Singapore and wanted to visit somewhere near on a solo trip. I suggested Bali and she really liked the idea, taking down notes of the places that she can visit (Rock Bar at Ayana Resort especially) and hotels to stay. In the end, she said she will try booking online. LOL. Because as I was presenting those ideas to her, I showed her the websites that she could do her own booking! She was such a nice person to talk to, and I even became an ambassador of Singapore, promoting No Signboard restaurant because she wanted to try chilli crab, and One Altitude bar for the most captivating bird's eye view of Singapore's skyline.
This morning, my colleague told me she saw the same lady (customer 2) wearing the same clothes the day before at the bus stop. I thought it was nothing to be excited about, because I can wear 1 shirt for 1 week in a row when I'm on holiday!
Tuesday, August 2, 2011
Intensive product training
Yesterday was my first day at work.
As usual, HR matter briefing first thing in the morning at HQ. Can't name my company.
Went to my office in Bugis, new and super bright. Made my head spinning. Aircon directly above me. So I can best describe how winter is like to my clients. It's bitterly cold and desolate..
Learned about company's businesses and products. 1001 itineraries for me to get familiar with. Sights description, visa, climate, travelling time between cities, meals, hotels. My goodness..
Today I was being trained on using the reservation system before heading to HQ for almost 4 hours product training on long haul tours - EU, USA, NZ, AU, Egypt, South Africa, India, Dubai, Israel. The price structure looked so much like stock prices.
Reached home and researched on Europe and attractions info.
Goodnight world.
As usual, HR matter briefing first thing in the morning at HQ. Can't name my company.
Went to my office in Bugis, new and super bright. Made my head spinning. Aircon directly above me. So I can best describe how winter is like to my clients. It's bitterly cold and desolate..
Learned about company's businesses and products. 1001 itineraries for me to get familiar with. Sights description, visa, climate, travelling time between cities, meals, hotels. My goodness..
Today I was being trained on using the reservation system before heading to HQ for almost 4 hours product training on long haul tours - EU, USA, NZ, AU, Egypt, South Africa, India, Dubai, Israel. The price structure looked so much like stock prices.
Reached home and researched on Europe and attractions info.
Goodnight world.
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