The role of travel agents has changed! At one time, providing information and processing reservations drove the resulting revenue streams. Information and reservations are available around the clock from any Internet-connected computer or mobile device.

Today, travel agencies must deliver exceptionally high level of customer service to sway Internet shoppers. This can create several challenges for agency owners or managers: staffing, quality control, cost vs. revenue, and more. In this module we will discuss effective ways to create and maintain a customer service strategy.

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