SOP for booking flight ticket manually for b2c.
Below steps need to be followed to complete a flight booking for b2c customers successfully.
When an inquiry is received from a customer -
We need to check if the customer is a Existing or New customer. We can check this by searching his mobile number in Zoho CRM. If customer has booked with us previously then we would have some records in our CRM. This will help us to identify the customer.
For new customer-
Case 1 (Where multiple members of family are likely to be booking. i.e Priority Customers)
We will create a what's app group and add our colleagues (sales team members, Business head and accounts head) and the customer into this what's app group. We need to set the group to allow only admins to change the group settings after adding our colleagues as admins. Customer should never be made admin of this group.
Under the description we need to enter the group information as given below.
Company Name
Address with city
Bookings for - Contact Person
Main person/family members names
This has to be done for existing groups as well as new groups
Case 2 New client with new inquiry. Likely the person will book for himself and will be the only person doing all coordination.
For existing customers-
Existing customers may already have a WhatsApp group created for support. We need to reply all the queries of that customer in this WhatsApp group only. Personal chats or confirmation over personal chat are strictly prohibited. If group information is not updated or all our members are not added then we need to add our other members as well into the group so that multiple groups do not get created by different employees.
Share the complete booking information to the client including -
Passenger names with title
Date of journey/ flight no / departure time / arrival time
Fare rules - refundable / non refundable etc.
Fare rules - refundable / non refundable etc.
Take written confirmation from client in the group. Client has to confirm in group before proceeding with the booking.
After booking the ticket, ticket copy must be mailed and what's apped to the client.
You need to ask the client to check the ticket copy and also inform him regarding the boarding pass. It should be done via What's app Text or call.
"Kindly check your ticket copy and report us for any errors within 1 hour of the booking. Any errors reported later will not be entertained and may incur penalties. Boarding pass will be generated 1 day prior to departure date. Please inform / remind us for the boarding pass 1 day prior to departure incase you do not receive your boarding pass."
Information to be updated while doing any booking -
Under contacts -
Enter mobile number with +918899889988 (in this format)
Under Potential -
Please attach the ticket copy without fail.
Feedback / Testimonials
If you feel the customer is satisfied with our services we should always ask him to provide us a feedback for our services. We need to share the customer link to our google reviews or facebook reviews page so that the customer review is available for all to see.
Google Review Link - Copy and paste below info.
*Review us on Google*
Dear Sir/Madam, Thank you for your continued support and patronage. We want to provide you the best service and rates possible! Would you take one minute to leave a Google review about your experience with Shree Travels. Thanks for your help!”
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