Subject: Andaman updates
From: Ruchi Johri <[email-masked]>
To: vidhyabati <[email-masked]>, Surya Jain <[email-masked]>, Prerna Jain <[email-masked]>, Narsingh Majhi <[email-masked]>, Vikash Prasad <[email-masked]>, Ravish <[email-masked]>, tushar <[email-masked]>, ashok <[email-masked]>
Cc: akhil <[email-masked]>, siji <[email-masked]>, Subir Chakma <[email-masked]>
Date: Wed, 4 Jan 2012 12:53:00 +0530 (IST)

Hi All 

Please go through the following updateds. We had sent some queries to the client for which we got the following response. 

Let me know if anything is unclear 

Ruchi 
----- Forwarded Message ----- 
From: "Deeksha J. Dadu" <[email-masked]> 
To: "ruchi" <[email-masked]> 
Sent: Wednesday, January 4, 2012 12:36:13 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Andaman 

1. Hotels do not respond on time. Most of the numbers are not picked. At times we are not able to close the deal due to delayed or no response from the hotel. We are loosing lot of customers due to this issue. Please advise what should the course of action in these cases. 

After sending request to the hotels, if you don't hear from them in six hours follow up them over phone. If there is no response after phone call also with in next 6 hours. Immediately escalate the case to Mr. Manohar he will speak with the hotels and make them to respond as soon as possible. Don't keep the pending hotel correspondence more than 12 hours with you. Hotels here are not responding properly to anybody. So there is a close follow up by phone is required. Most of the cases they will respond after few calls only. Also if a hotel replies stating that the room is not available, call them immediately and request by phone. Most of the times when you call them a couple of times they will give the room. Please instruct the agents that they should not reveal to any hotelier that the entire process is outsourced by us. They should speak as if like a staff of Andaman Holidays. 

While talking to the hotels have to play small gimmicks stating that the client is awaiting for your email. You have to confirm them right now or else you will loose the booking. Something like this will always help.Sometimes have to request them and a friendly talk will always help. 

2. According to the procedures we have been provided, if a customer makes partial payment, we are supposed to follow up. However, currently Mr. Mohan deals with this. Will he continue to do so or are we expected to handle this? If we need to handle this moving forward, please guide us on the procedure. 

This has to be handled from your end. If partial payment is received an email should be sent to the client informing them that the payment has been received. If credit card payment the payment confirmation will also come to the agents in the sales id automatically. If bank transfer then check with Mr. Mohan Doss and inform the client. 

Before five days of the final payment due date send a gentle reminder to the client and follow it up on the date. Similarly after receiving the payment inform the client about the payment receipt and send the service voucher. 

3. Procedure about handling foreign customer queries is not clear. 

Usually foreign clients don't prefer to take a package with lot of sight seeing options. Their usual requirement is as follows. 

Airport transfer 
Booking accommodation in Havelock Island 
Booking accommodation in Port Blair 
Ferry tickets 

Package called as "xxxx Havelock at Leisure" covers all these and they are designed especially for foreigners. If there is any special requirement please escalate to Mr. Mohan doss. Send the same package to the travel agents who is asking packages for foreign clients. 

4. I believe you sent some update with the links below. The username and password provided are not working. Also, the team is not very clear about what they are supposed to see or do on these links. 

We are trying to use a system for corresponding with the hotels so that the team can correspond with the hotels easily. But it is still not ready fully. And all the above emails where sent by the system automatically when we try to configure the system. I will give the proper user name and password once the system is ready. Till then ignore these emails received and if you receive anything in the future.