Customer Loyalty Policy

Objective

Guarantee that GLOBAL MERCADO DEL TURISMO S.A. stablished loyalty politics that allows the permanence of its internal and external customers.

Scope

Applies to internal and external customers.

Responsible

General Management, Commercial Manager, Administrative Manager.

Description

The customer loyalty policy contains the promise of value of the agency, and it makes reference to why the customer will return to buy (external customer) and the wellness of the agents,  making reference to why them would like to stay in this company (internal customer).

External Customer

  • To ensure GLOBAL MERCADO DEL TURISMO S.A, possess a corporative external image, modern y updated; and with a comfortable interior space, nice and tidy that invites the customer to come back.
  • To ensure that in GLOBAL MERCADO DEL TURISMO S.A, will find all the products or services that the customer looks for, to guarantee that the customer will not go to the competence because they couldn’t find what they required.
  • Attend immediately to all customers that contact us by phone, electronic media or face to face, in order to satisfy on time their necessities; according to the required services or products.
  • Offer services or products with high quality and excellent prices that allows the customer to see us as the best option to purchase.
  • Offer different options for required services or products, and ensure the general understanding, from the customer side, about the sale.
  • Offer support in all the steps of the reservation, procuring the customer satisfaction.
  • To ensure in case a claim comes in the future, before, during and after the sell, this will be process, made and solve.
  • To ensure good business with Airlines, Operators and Providers, in order to obtain additional benefits and made extensive to the customer (Differential value in prices).
  • Guarantee that all information we provide to the customer should be clear and identify with the corporate logo of the company and publicity of Global Mercado del Turismo S.A.
  • Request to the customer the basic details (names and last names, ID, address, phone number, e-mail, others) to verify everything according the service provided and to ease the process post sale.

Clientes Internos

  • To guarantee excellent physic conditions and they will have the necessary tools to make the labor.
  • To guarantee the good treatment and respect from the workers of the company.
  • To make the payments on time and the registration to the social security and wellness system.
  • To guarantee and provide trainings according the necessities to make the workers more competitive.
  • To guarantee the feedback and the performance evaluations.
  • Recognize the travel agents goals and motivate them.

Modifications

GLOBAL MERCADO DEL TURISMO S.A. it reserves the right to modify, in any moment, with future effects and without and advice, this Policy, like the procedures, conditions and other aspects that makes reference.