by Danielle Dames

Created on: January 24, 2009

You sit patiently, flipping casually through the small pile of brochures on the laminex table beside you. Five minutes, ten. Obviously there are busy - the phone is ringing incessantly. So you sit. And sit. Yet still, no acknowledgement.

We wouldn't accept it in a clothing store, nor in a car sales yard, but somehow that little pile of brochures changes us. Just like we're at the dentist, or at the doctor's office. And we seem happy to sit and dream, after all we going on a vacation!

Being busy is no excuse for poor service. No acknowledgement when you walk in is only one waving flag. A bad travel agent can mean more than a poor customer service experience - it can mean a disastrous vacation. And with so few days devoted to rest and relaxation, picking a travel agent is not something you want to get wrong.

Here are some of the warning signs of a bad travel agent:

*Poor communication skills

From failing to greet you to avoiding eye contact, poor communication skills will mean you will find it very difficult to discuss what you truly want out of your vacation. It will make you uncomfortable with discussing changes.

*Sorry, how do you spell that?

A travel agent can't be expected to have traveled the entire world, but knowing about travel is their business. It doesn't bode well if you go in to discuss a vacation and they have never heard of the destination.

*Not returning phone calls

Phone calls should always be returned, at the very latest by the end of the next business day. No matter how busy an agent is, if they are worth their salt, they will be quick to reply to any and all communication. Be it email or phone.

*Passing the buck

If you are constantly being juggled by agents at the office, someone is shirking responsibility.

*No after service

The customer - service provider relationship doesn't end when you get your ticket in your hand. You should feel comfortable calling if you have any further queries, and your agent should encourage it. They should provide a toll-free number that you can call in the event of any cancellations or changes, once your journey is underway.

*No listening skills - and the up, up, up and away sell

Your agent should know what type of vacation you want, including budget and style. An agent who constantly ignores your requests, or tries to up-sell other products doesn't have your best interests at heart. A good agent will be more interested in making your trip exactly what you want it to be, thus guaranteeing your repeat business. A poor agent is more interested in a one-night stand so to speak, trying to get as much out of you as possible in one shot.

*No visible accreditation

The business and agent licences should be prominently displayed.

And then there are the small things... food in the office, chewing gum, personal phone calls... None of these suggest a professional business. You're paying good money for service and professionalism. You deserve to get it.

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