Nancy quoted:

……According to Nancy Friedman, when it comes to customer relations, no business is more on the front lines than the travel industry.


“From travel agents dealing with their clients, to the major airlines and hotels who field hundreds of customer relations issues and complaints daily, how you treat your clients can make a difference between keeping a customer or seeing them leave for someone else,” said Friedman, the President of Telephone Doctor Customer Service Training Inc. in St. Louis, Missouri.

Friedman said that when something goes wrong on a trip, nearly 99 percent of the time the agent is the one that gets blamed.


“Even for bad weather,” she said. “Some of them know how to handle the situation before it arises, but sadly, not enough agents have had proper customer relations training. When I speak to travel groups or agents, I can’t emphasize enough that more business is lost due to poor service and poor treatment than poor product.”


Travel agents and customer relations representatives are on the front line of the business. Friedman said that it’s key that they are knowledgeable, polite, positive and helpful in solving all client issues and problems.

Nancy Friedman

Nancy Friedman

Nancy Friedman, customer service keynote speaker, is founder and chairman of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers.