Customer service has always been one of the most challenging areas of any service-based business.
This is especially acute in travel, where there is far more emotion and expectation attached than in a typical retail transaction.
Families traveling together, business travelers headed to meetings, people starting vacations – each trip has its own motivation. Once all those motivations come together in the travel cauldron, it only takes a quick stir to bubble up tension.
The emergence of “social care” is one of the greatest evolutions for customer service in the history of travel. The inevitable invasion of social networks by brands created a brand-new expectation that they will be available to customers at any time.
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