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Our team at 2008 PATA travel mart
PATA Compass Magazine Questionnaire

PATA Travel Mart is Asia Pacific's most important and influential travel and tourism industry networking and contracting event. Tang Dynasty Travel attended several kinds of tourism trade show in past two years including PTM, which for seeking more opportunities to cooperate with travel agencies all around the world.

We took part in PATA Travel Mart 2008 held in Hyderabad, India in September. And we are proud to be the only one Chinese tour operator who won the Honorable Mention of PATA Gold Award in PTM2008. Also, we accepted the PATA Compass Magazine questionnaire, the follows are our viewpoint:

PATA Compass Magazine Questionnaire

What sparked your initial idea to launch this training project? Were there problems in the service area, or was it merely a self-development effort?
We firmly believe that the clients' interest always comes first and we constantly ask ourselves how we can better serve our clients. We realize that the cultural differences between China and the West are considerable and we feel that it is important that we understand not only western culture, but western business etiquette as well. We want our clientele to feel completely at ease working with us and we felt that by having the training courses that we could address this issue.
Our plan was a self-development effort. We frequently have training projects in our company to try to give our customers the best service available.
How has this project affected your business?
This training project has actually affected our business much more than we thought it would. We have gotten feedback from a large number of clients who have told us that what really sold them on our company was our customer service: how comfortable they were in dealing with us, and how much we seemed to understand them and their needs.
Are there further plans to repeat this project or launch a related follow-up project?
We are currently in the planning stages of a follow up training project which will focus on personal interaction between our team members, and our western clients. We frequently go to travel expos and have clients enter our office and we want to better understand their needs and expectations, and make them feel comfortable with us.
What was the biggest challenge in this project?
Scheduling was the biggest challenge. We needed to coordinate not only our customer service team, but also our guest speakers, but once that was addressed things went very smoothly. Our customer service team was quite excited about the training program and rearranged their busy schedules to be able to attend.