In talking with a couple of customers over the last week,
there may be a Group Leader role misconception.
Of course, if the Group Leader opts
to buy their group cruise through the cruise line versus relying on an agent,
then yes, I can clearly vision, the added responsibility.
However, when working with an agent, it should be as simple
as … Tell ... Excitement ... Pack & Go !
Of course, if it’s a short cruise, like 1-2-3-4 nights, where less client
hand holding is needed, an agent may opt to add a “Questionnaire completion with deposit” step,
to the process.
The process includes …
·
Telling others they have planned this cruise. I can make a computer link or make flyers !
·
Keep the excitement built. Group Leader may decide to have a get
together.
·
Pack & Go !
And once they are onboard the ship … The Cruise Line takes
over … Meals … Entertainment … And
more.
And if someone were to have an issue, they themselves, go directly to
the purser’s desk to seek help/guidance !
It’s that simple !
Between these two client callers, they were under the misconception …
·
They had to collect the deposit. NO.
That’s my job. You give me the
phone number and I’ll call the group member directly. I need to know that the client “hears rules” directly
from ME ! And clarify any misconceptions
and answer questions.
·
That one CC had to be used by everyone. NO. Each
cabin should use their own CC; responsible for their own payment. Now if they don’t have CC for deposit, then
it’s the Group Leader’s choice to take the group member’s cash and put on their
CC. Final payment can be made with
check, as long as that check is on time !
·
Remind them of final payment. NO. Cruises Inc sends an invoice to each cabin by
email. If the Group Leader is taking
responsibility for receiving the email invoice, then Yes. The only time I would need to contact the
Group Leader, is if the group member is late.
·
Answer all their questions. NO. The Group Leader should NOT opt in taking on
this task ! I send many cruising tips
out by email. AND, they have direct
access to our Customer Service Team for their questions.
·
Collect the final payment. NO.
Each cabin calls my staff with their final payment.
Only thing left to do is PACK & GO !
Isn’t it time YOU invite your family & friends to join
YOU !
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