Guidance and Best Practices
In this section, we provide guidance and best practices to deliver exceptional service to our shared customers.
The following guidelines and tips are designed to help you meet the expectations set forth in our contract while also providing additional suggestions for optimizing performance.
By following these guidelines, we will maximize together customer satisfaction!🚀
Frame Agreement Commitments
We've compiled a list of essential contractual obligations that our partners committed to fulfill when joining our partnership:
Services confirmation: remember you have to confirm the availability of the services upon receipt of the email of New Booking within 7 working days.
Accommodation confirmation: remember you have to confirm the definitive hotels at least 30 days before the date of the first service of the booking.
Best Practices
Based on our analysis of NPS scores and customer feedback, we have found that meeting the Frame Agreement Commitments along with the following aspects has a significant impact on overall customer satisfaction with their trip, resulting in a positive pre-trip experience:
Always confirm services and hotels in the Platform: remember that it is essential that you confirm the hotels and services on our platform, as this is the only way for clients to see them in their trip summary.
Avoid accommodation changes: avoid confirming hotels and then changing the definitive hotels assigned. Be aware that our clients always get notified of hotel confirmations and changes.
Upload of vouchers and tickets: upload any voucher or ticket needed for the client at least 30 days before arrival of the clients. Remember that the document will be automatically shared with the clients when you add it to the booking.
Welcome Letter: share your welcome letter to customers before the start of the trip, including a personalized greeting and important information about the trip execution.
We have an Exoticca template to be used and shared with our partners.
Communication with Exoticca: use the appropriate channels and address the relevant departments or individuals when contacting Exoticca. This will ensure efficient communication and benefit both your team and Exoticca.
Check in the next section the Exoticca Contact Information.
Meet & Greet Guidelines
To ensure a seamless experience for our clients upon their arrival, we would like to share with you the key points to follow during the Meet & Greet process. Please ensure that these conditions are met:
In Meet & Greet section specify a clear and exact pick-up location
In the "more information" field, explain what do customers have to do when they can’t find you at their arrival
Include the name of person who will be in charge of picking up the customers on their arrival day. In case there is a phone number different from the emergency number for the pick-up logistics, include it as text in the "Contact in destination" field
At the client's arrival, they should be awaited with a sign showing the Exoticca logo + customer's name