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A Note from Tom Mazza Consulting

A Note from Tom Mazza Consulting

Dear Friends,

A great reservations agent should be busy EVERY minute they are on the clock. There is never time to read a book or shop on line especially in the challenging economy we are all dealing with.

Your people WANT to be busy. Their day flies by when they are active.

Here is a brief list of activities that every CSR can do EVERY day:

* Build profiles and fill in information on current clients

* Gather e-mail addresses and cell phone numbers for all active clients.

* Select an affiliate folder, call the affiliate, fill in information such as insurance certificate, fleet list, prices, etc.

* Call other affiliates that have previously sent in in-bound work and remind them you're available for future work

* Give all CSRs a "lost customer" list, and do follow up calls asking lost customers for future rides

* Fill in airport pickup information for all major airports both locally and nationally

* Do quality control survey to 5% of previous day's rides

* Make sure chauffeur personnel files are current

* Obtain a list of engaged couples from List Services Direct in New Jersey (see website) and telemarket brides to be in your area

* Call local farm-out companies and build folders with information on fleet vehicles and personnel

* Make sure each active chauffeur has signs, vouchers, maps, etc.

* Call any local client not currently booking national trips with your company

* Call active clients and demo your on-line reservations program

The bottom line is that "order takers" are obsolete in this economy.
Encourage your reservation staff to be proactive and make it happen for your company.
Good Luck!

Tom Mazza

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