Column: Questioning and action are key elements of active listening

11/19/2013 | Travel Research Online

Travel agents who receive comments or criticism from their clients should ensure that the message was received and understood fully -- first by asking for clarification to make sure the essence of the message has been transferred, Richard Earls writes. Second, agents should take action on the comment, Earls writes. "Let the client know their efforts to communicate with you have been successful and that you are acting on it. Your clients will feel empowered and valued as a result, and you will have strengthened your relationship in a significant and professional way," he writes.

View Full Article in:

Travel Research Online

Published in Brief: