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TUI gives retail staff tools to reward customers more easily
TUI UK & Ireland has launched a multi-million pound system across its network that will make it easier for retail staff to follow up bookings made online or via the calls centre.
Connect, which is part of the TUInnovate programme, will be rolled out across the company over the next nine months.
Other recent developments include the introduction of free wi-fi in selected hotels this summer in selected hotels and the re-launch of Thomson and First Choice’s websites.
TUI said the new system will also give front-line staff the ability to recognise and reward loyal customers more effectively, as well as quickly identify key information including birthdays, anniversaries and favourite destinations in order to offer a more personalised service.
Customer operations director Fraser Ellacott said: "By connecting our front line staff both here and overseas we’ll be able to offer our customers a much more personalised service that’s tailored to what they want from their holidays.
"It will also help us share even more information across the business so we can answer anything our customers want to know at the touch of a button.
"Results so far show improved customers and staff satisfaction."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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