11 11 Our outstanding team is here to support you every step of the way. To see more information on our escorted tours, visit greatrail.com/escorted Hannah Nick Customer Service Team Leader Tour Manager Hannah leads a team of advisors who support our customers throughout their entire journey with us. Along with his decades of travel experience, Nick brings reassurance and calmness to his role as Tour Manager. How does your team support our customers? We support customers before, during and after their holiday, communicating any changes, disruptions or updates that may affect their trip and working to find solutions when issues arise. Travelling, particularly long- haul, can be complex, so we pride ourselves on providing expert advice and support every step of the way. What do you take care of for our customers? We help customers with a wide range of requests, including passport and visa requirements, travel documentation, special requests and booking queries. We ensure customers have everything they need before departure and continue to support them whilst they are travelling. Whether we are obtaining essential travel information, communicating itinerary changes or assisting with unexpected situations, our goal is to make every journey as smooth and stress-free as possible. Is there any feedback that has stood out to you? When customers tell us they felt genuinely cared for throughout their holiday, particularly when we have helped them through unexpected disruptions or complex travel arrangements. Knowing that our support has given customers confidence and peace of mind during their travels is always incredibly rewarding. How do Tour Managers help our customers? It can be daunting to sort things out if you’re away from home. We are the front end of GRJ and are there to help things run as smoothly as possible. It's also important to listen to what each customer wants: those who are travelling with a group because they'd like a bit more reassurance or those who want to be largely left alone What would you say to a potential customer? Definitely consider it, particularly for some of our long- haul destinations like India and Japan. And you’re on holiday! For many people, a big plus of an escorted tour is not having to worry about things going wrong. What are your favourite countries? India – particularly the Golden Triangle. The scenery, culture and people are fantastic. And the hotels we stay in are the best I've been to during 40 years of travelling.
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