How can you create a customer service culture in GDS?

2 Train your staff on GDS skills and etiquette

The second step to creating a customer service culture in GDS is to ensure that your staff are well-trained and proficient in using the GDS platform and its features. You can use online courses, webinars, manuals, and tutorials to teach your staff how to use the GDS effectively and efficiently. You should also train your staff on GDS etiquette, which includes using proper language, codes, formats, and standards, as well as respecting the privacy and security of customer data.

3 Use GDS features to enhance customer service

The third step to creating a customer service culture in GDS is to leverage the various features and functions that the GDS offers to improve your customer service. For example, you can use the GDS to send confirmation emails, reminders, alerts, and updates to your customers, as well as to provide them with options, alternatives, and recommendations. You can also use the GDS to track and manage customer preferences, profiles, and loyalty programs, as well as to offer incentives, discounts, and rewards.

4 Communicate clearly and promptly with customers and partners

The fourth step to creating a customer service culture in GDS is to communicate clearly and promptly with your customers and partners. You should use the GDS to exchange information and messages with other travel providers, such as airlines, hotels, and car rental companies, to ensure that the bookings and reservations are accurate and complete. You should also use the GDS to communicate with your customers, especially in case of any changes, delays, cancellations, or issues, and to provide them with solutions and assistance.

5 Monitor and measure your customer service performance

The fifth step to creating a customer service culture in GDS is to monitor and measure your customer service performance. You can use the GDS to generate and access various reports and statistics that show how well you are serving your customers, such as booking volumes, conversion rates, satisfaction scores, complaints, and compliments. You can use these data to evaluate your strengths and weaknesses, identify areas for improvement, and set goals and action plans.

6 Seek feedback and improvement opportunities

The sixth and final step to creating a customer service culture in GDS is to seek feedback and improvement opportunities. You can use the GDS to solicit and receive feedback from your customers and partners, as well as to share your feedback with them. You can use this feedback to recognize and appreciate your staff, customers, and partners, as well as to address and resolve any issues or problems. You can also use the GDS to explore and implement new features, functions, and innovations that can enhance your customer service.