68. Staying Calm When Travel Plans Go Sideways with Ashlyn Puckett
As a travel advisor, unpredictable situations are bound to happen. While handling frustrations or an emergency is never ideal, with the right preparation and mindset, you can handle these situations like a pro! Ashlyn Puckett, Tique’s workflow guru and former client experience manager, joins this conversation to discuss how to stay calm and collected when things go sideways during travel.
Learn tips for handling common travel disruptions, de-escalating client emotions, and how to prepare clients for potential travel issues, including providing a walkthrough call and creating a "what to do when" guide. Ashlyn also shares personal anecdotes, tough experiences, and how she handled those situations as they occurred. So buckle up and enjoy the ride of handling unexpected challenges and finding solutions on the go!
Today we will cover:
- (02:00) Preparing clients for unexpected travel situations
- (08:45) Handling common travel disruptions and the importance of travel insurance
- (24:55) Providing emotional support and de-escalating client emotions
- (30:00) Assisting clients with insurance claims and providing guidance
- (42:00) Problem-solving and flexibility in resolving issues; staying calm in difficult situations
- (43:30) The role of a client experience manager in handling client issues
- (49:00) The impact of DMCs and importance of working with trusted partners
- (52:15) Trusting your gut and avoiding compromising client trust
- (53:25) Offering solutions and maintaining a good client relationship
Listen to Episode 61: Auditing Trip Details To Minimize Errors And Enhance Client Experience with Ashlyn Puckett
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