Testimonials from Tour Operators
Before the EastguidesWest training, Eurasia’s tour directors were good. However, they were not fully understanding what customer service means and they did not always prepare correctly for the season. There were some team issues when working on the Grand Trans Siberian Express together, and we also had some challenges when working with local guides in Mongolia.
After the training, we now have an excellent team of tour escorts working closely together and understanding the big picture of their role in the journey. Feedback from our guests has improved. Trip highlights such as Lake Baikal are now true guest highlights because our escorts are much more prepared in routing, logistics and commentary. They have deeper insights into our destinations, and the Customer Avatar exercises have really helped our directors understand our guests. With improved reviews and improved professionalism on our tours, life in the office is now much easier!
“Reviews from guests excellent”
Before the EastguidesWest training, our local guides at Juulchin World Tours had some challenges when working with Russian tour directors from the Grand Trans Siberian Express train. There were some communication misunderstandings; our guides felt undervalued. They also didn’t have a clear idea of how important Mongolia is as part of the entire 6000KM train journey OR a full understanding of the outbound operator and its requirements.
After the training, our guides are still talking about how effective it was. The feedback from our outbound partner operator has improved hugely, and the reviews from guests are now excellent. Cooperation between tour guides and tour directors is much smoother, resulting in a better guest experience AND more commitment from our guides to their work. We’ve also implemented improved motor coach safety guidelines, and the guides are delivering exactly the information and tour program that our outbound operator has asked for.