The quality of care of corporate clients

The Service Quality and Information Technology are two of the most exploited in the search and capture new customers in the corporate travel agencies in Bolivia over the past two years. It is important to frame the corporate client as one who uses the services of a travel agency to plan and implement workplace travel and business itself. After the low gradual, but steady, the commissions from the airlines and the emergence of FEE in compensation as an important element for the survival of travel agencies, had to justify to the client because the latter had to pay for a service that did not before, and that at some point came to be thought of as an unnecessary step for achieving an airline ticket, booking a hotel, transfer and / or additional services that may be required, what abuse led to the emphasis within the business proposals, "quality of service? and "information technology?.

Despite being a factor exploited to attract customer, in terms of information technology is actually very little work, still very poor so you can offer the customer as a value-added aspects of fluid communication through websites, extranet, mobile phones, among others, that allows for easier and faster delivery of services. Another aspect to consider is the low reliability that the customer has the technological tools and the little friends who still have these communication channels. Still, and although it had done a better job in information technology, this is only a complement to more important factor for a customer, Quality of Service.

To design quality of service must first determine what the requirements and expectations of external customers and within the provision of services in the corporate area, there are 3 sub categories of customers for each company that works with a travel agency. That is, it has to ensure satisfaction with 3 types of customers for each corporate client that has the agency if we want to offer quality service. These three types or categories could be called: User Client, Client Manager and Client Applicant Resources.

The client user is one who makes use of air or ground flight, hotel reservation, the transfer, the travel assistance and / or any other service or product that requires at the time of your trip for work. This client expects the airfare and / or ground this issued with the return date and accurate left, in the requested class and that there is no problem at the time of shipment, in turn, that there is no problem with your booking hotel and that it is near or easy access to places where labor issues should attend, without discounting that has minimal communication infrastructure and comfort. In turn, the client user, I expected to wait for transfer promptly upon arrival and return to the airport or land that is comfortable and clean. In general, the client user expects all stocks of products and services purchased can be used safely, including car rental, travel assistance use, and so on.

The requesting client is one who has direct contact with the travel agency for advice and coordinate the implementation of business travel. Usually this customer may be the Assistant or Coordinator user client travel, although there are occasions where the client user is the same as the requesting client. The requesting client expected to be easy and effective communication with the travel agency if, as, that the means used are those that best suit their needs. This client expects to receive advice and timely, friendly and clear to your requirements, so that travel can effectively prepare user client.

The Customer Resource Manager is one who has to reconcile periodically the services and products purchased through the travel agency. They are usually the Dept. of Treasury, Head of suppliers and / or other areas depending on the type of corporate client. This client reports and expects to have clear and timely backups on services used by the client user, in order to reconcile and plan to pay them. It also expects the travel agency can get the best rates and discounts for the company.

To provide a quality service, these three categories of customers within each corporate client must be fully satisfied. To which you must identify the needs and expectations of each and work on the proper design of service delivery processes that enable their effective realization. In turn, the time of satisfaction measurement, consider these three categories as interdependent and interacting elements to determine and evaluate the achieved level of service satisfaction. Each of these three categories by themselves, can lead to a corporate client prefers to keep or terminate a business relationship with the travel agency.

While many travel agencies nationwide are clear these three categories of clients within a corporate client in conceptual terms, and that direct their advertising based on supply and quality of service provided, very few who are working a real process improvement based on identifying the real needs of these three categories in order to sustain the quality of service offered within. The tourism industry in general, they are part of the travel agencies still have a very poor culture in the aspect of quality of service and quality management.