Column: Agents must own up to mistakes to move forward

02/9/2009 | Travel Research Online

Columnist John Frenaye says that when a travel agent makes an honest mistake -- dishonest mistakes are another matter -- his or her first step must be to immediately own up to the error. Frenaye advises agents on how to go about recovering from a major mistake. The way an issue is handled can make the difference between keeping and losing a client.

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