Centrally located and comfortable, this travel agency still has to work on its human touch
PRESENCE Located in the F Block, Connaught Place, the two-storey store located in the heart of New Delhi is spacious. One doesn’t find long queues at the store, perhaps because of the sufficient number of relationship managers.
There are comfortable and stylish chairs available for the walk-in clients and a comfortable couch available for waiting guests. One won’t find piles of leaflets at the store, but there office files piled at the workstations – which is a turn-off.
APPEARANCE The service staff at the store are young and energetic. Looking smart in their uniforms, they are friendly, helpful and can be seen assisting guests at the store.
However, they seem to be lacking in product knowledge. When I asked one relationship manager about a tour, she came back with a brochure and did not explain anything. Moreover, there were no name tags on the staff uniforms.
EASE The Kuoni-SOTC New Delhi store is well connected to Rajiv Chowk Metro Station and it took me 10 minutes to reach the shop from there.
When I entered, no one came up to me as I looked around the store. The lady at the reception didn’t even bother to greet me. Instead, the security personnel at the store enquired what I was looking for. What was also disappointing was that no one even bothered to offer me a glass of water, even though I was at the store for around 20 minutes.
SUGGESTIONS It would be better if the relationship managers could explain the tour and what one can expect from it before handing over a destination booklet. The receptionist should greet the customer with a smile.
The feel of the store could be enhanced by playing destination videos. Pleasant pictures of various tourist attractions could also be used to decorate the first floor of the store.