Insights into Communication Management at Juvigo

A large product selection

Firstly, as an agent for children’s and youth travel from various tour operators, Juvigo has an incredibly wide range of camps that we can offer to families looking for the right trip for their children. From horse whispering camps, to canoe tours in Sweden, to survival camps or youth trips to Lake Balaton. There is something for every child and teenager, which allows us to tailor our offers perfectly to their interests. Thanks to the wide variety of camp themes, we can usually recommend at least 3 to 5 camps to families for their specific request. So that they have a choice from which to choose the one that suits them best.

Finding the right camp

Using our internal tools for communication management, we can quickly find suitable offers. For that we can use many parameters such as age, holiday period, preferred destination, etc. We can also check the availability. And take into account special restrictions such as whether the camp is for boys or girls only. In this way, we can ensure that customers only receive offers that really meet their requirements? And that they are actually bookable at the time. If we can’t make an offer. For example for very last minute requests or for niche camps that are already fully booked. We have a process in place to let the customer know when the camp will be available for booking . So they don’t have to worry about it for next year.

Flexible work

What really speeds up our work with Juvigo is that we don’t have to use any paper at all. As our internal tools allow us to leave notes for each prospect in our system. With that, our colleagues in the same team can see it. This also benefits the environment as we don’t have to use paper.

For example, during a phone call we can write down information and to-dos at the same time. If the customer calls again and the first contact person is not available, one of the other colleagues can advise the customer. He can know exactly what was discussed and what information the customer still needs. Although we are usually happy to follow a client from initial contact through to booking. This way no client is left behind and does not have to repeat their entire enquiry. But they can be assured that we are up to date no matter who they speak to.

The individual counts in communication management

In a communication management job, it is also very important to us that our employees contribute with their own personality . At Juvigo we encourage that everyone works in their own way.. Of course we have certain procedures and processes that we stick to. It gives us a structure so that we know how to react to which request. But the way we communicate verbally and in writing is unique to each person.

On the one hand, we can respond individually to the client and their personality. Taking into account their details, such as information about their children. On the other hand, we can formulate everything in a way that everyone can identify with. As long as we always remain friendly and polite. With that everyone feels important as an individual and not interchangeable as a customer advisor. At Juvigo, personal contact with our customers is very important to us. Which is why we like to include information about hobbies when we prepare offers, for example. But also respond to parents’ concerns when they are expressed.

Every customer is important

At Juvigo, every customer is valuable and we make sure they are not treated like a number, but as an individual whose needs we want to meet. This means that we are allowed to take the time it takes to find the right camp. Some clients need weeks to find a suitable camp, as plans change or we need to check with our local colleagues. There are no time limits, as there are in call centres for example, or formulated answers that have to be read out 1:1 or used in emails when a specific question is asked. We as employees are individuals and are valued just as much as our customers are individuals and should feel the same when they receive advice from us.

Great collegial cohesion

In our team we support each other and give us advice, also cross-departmental. On the one hand, it is very easy to pass on clients to a colleague who has already advised them, which is good for the client because they have a regular contact person. On the other hand, especially when you’re new, you feel insecure for a while because you don’t know everything about all the camps, but the colleagues around you are always open to questions and happy to help if you can’t answer something.

Our team is also great on a human level. We can laugh together and enjoy our breaks together. Stressful days bring us together and everyone is equally responsible for tasks. Although there is always someone who makes the decisions, we work hand in hand and no one gets preferential treatment.

Good cooperation with partners

If some questions cannot be answered by our colleagues, our partners are always willing to listen. We have a good relationship with the organisers whose camps we arrange, so our colleagues are always willing to help us with any questions we may have. That’s also a part of communication management work. We are on a first name basis with all of them and they are easy to reach when we need them. Of course, the trips where we get to meet the partners and accommodation personally are super exciting. Sometimes we are even on site while a camp is running, which gives us a great insight into the daily life of the camp, as well as being able to personally inspect the accommodation and give high quality advice based on our own experience.

Award for customer service

It was especially nice that Juvigo won the German Sports and Leisure Award 2023, where the customer service was particularly convincing. It makes our team very proud and motivates us to continue our daily work with as much fun and commitment as the day before and to give 100% when advising our customers to make them happy and to enable children and young people to have a unique time in our camps.

Would you like to start your career at Juvigo? Then take a look at our international job offers and find the right job for you.

Here you can read more about Juvigo as the European market leader in youth travel.