|
|
Article: SAS voice response system improves service, builds revenues. (Scandinavian Airlines System) (Travel/Hospitality)
- Article from:
- Communications News
- Article date:
- March 1, 1991
CopyrightCOPYRIGHT 1991 Nelson Publishing. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
|
Whether going for business or pleasure, today's travelers are short on time to plan and long on expectations for service. At the same time, communications managers in the travel and hospitality industries are cutting costs, getting by with fewer personnel while still trying to upgrade service.
Their choices of are not simple ones. But in one scenario, customers of an airline call a tool-free telephone number 24-hours a day, 365 days a year, use the keypad of a touchtone telephone to book a flight and reserve a seat. Then, using the confirmation number provided by the company's computer during the same call, customers pick up tickets from an automated kiosk on ...