Sales training for TUI customer service agents
From customer contact to commercial success: Sales training for the Customer Support team at TUI
About TUI
TUI is the market leader in the travel industry in the Netherlands and Belgium. Whether it's a sun vacation, an organized tour or a single plane ticket, TUI offers a wide range of travel options. The Customer Support agents at TUI play an important role by advising customers about their offers and additional options, so they can make the most out of their holidays.
Challenge
The Customer Service employees at TUI in the Netherlands, Belgium, Curaçao and Morocco speak to customers continuously, which means they can play an essential role in providing solutions for all customer needs: sales. There are always opportunities for upselling, but the question is: can agents recognize or even create the opportunities and do they feel confident enough to offer more to the customer? Here lies an important opportunity for TUI.
Solution
In cooperation with Quality assurance experts at TUI, DialogueTrainer developed a sales training course focused on three common customer behavior profiles that agents face on a daily basis: the doubting customer who has trouble deciding, the impatient customer who wants to be helped quickly, and the price-conscious customer who is looking for the best deal. For three months, a total of 150 agents in The Netherlands en Belgium played challenging conversation simulations with fictional customers. The goal? Find the best approach for each customer profile in order to achieve upsell. With the simulations, we trained essential skills such as acting customer-focused, building trust and acting efficiently.
Results
By using DialogueTrainer, agents recognize different customer types faster and adapt their communication accordingly. They listen more specifically to the customer's needs and ask the right questions to get to the heart of the matter. Agents thus pick up commercial signals better and are more focused on seizing commercial opportunities. The figures show an increase in sales. Moreover, agents indicate that they find the simulations valuable as a learning tool, fun to do and challenging at the same time.
Agents become better at recognizing different customer types
Agents listen more consciously to the customer's need and ask more questions to broaden the conversation
Agents are more focused on sales and commercial opportunities
Increase in sales
Team
This learning solution is developed by
Claudia Hendriksen
Instructional Designer
Anne Coolen
Implementation Specialist
I found DialogueTrainer's simulations to be very instructive in further developing my interpersonal skills as an agent. I now possess more tools to achieve an upsell.
Customer Service agent