But value-driven or not, the company is not abandoning the services it’s become famous for, including extensive destination training of sales staff and impeccable customer service.“ Our staff has been there, they go through all the hotels, they go on the ships we use, they go to the safari camps and they write reports. We put a huge amount of value on product knowledge and product intelligence,” Stanley says. And, he adds, “Our whole focus on customer service is tremendous. For example, we notify the travel agents when the customers arrive in the destination, and even as their customers are packing up and catching their flights home, we’re already getting information to the agents on how the trip went, if there were any issues with the overall feedback and that they were delivered to the airport. I can’t think of anybody who does that.”
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