Brands Need to Put the Customer Back in Customer Service: Here's Why By Umesh Sachdev – Hospitality Net

According to a recent survey by Discover, 7 out of 10 Americans will take to the roadways, railways and airways for some kind of vacation this summer. Given the changeable nature of travel, there will certainly be an uptick in customer service calls. And I'll make a prediction: this summer's travel season will bring new and unique customer service challenges that, unlike in years past, are completely solvable with the right technology and strategic partner guiding your organization. So, let's start with one of the key challenges in the travel industry: simply maintaining excellent customer service during the high season of June through September. High demand, with customers asking seemingly constant questions about everything from how they can easily change their flights, to why they are not eligible for marketed reduced rates, to upgrades that might be available for hotel rooms, can spread resources thin.