The staff at Amerigo Tours brings an experienced and professional approach to the group tour business, while maintaining a friendly, helpful and traditional ethic when it comes to serving our customers.

At Amerigo Tours, customer service is the most important factor in performance. It is marketing and public relations applied at the most basic level, the basis for one-to-one customer relations and a means of generating awareness, support and repeat business.

Our company's competitive edge comes from a simple corporate philosophy - the value we offer our clients should far exceed the price and every person taking our tours should return home safe with a smile on their face.

We generate value through the highest level of customer service, which is reflected at all levels of our corporation from recruitment and training through to the day-to-day actions of management and front line staff.

Our success is proven by:

• Personalized attention to your needs
• A clear vision and goal for your group tour
• Good humored and a friendly, positive attitude with a smile
• Flexibility in service delivery
• Concerned for safety; able to respond to emergencies
• Accessibility at all times - 24/7/365
• Application of technology to increase efficiency

Ongoing Performance Evaluations

Evaluation is used regularly by Amerigo Tours to improve customer service by providing feedback and guidance to workers and management. Evaluation provides real opportunities for our tour guides to improve their performance. In some cases, negative evaluations would support the decision to terminate a guide who ultimately can''t meet our high standards.

We use performance evaluations as a means of forward-looking self-improvement and to advance learning opportunities. In addition, evaluations also take a wider look at program strategies, objectives, focus and delivery as it relates to on-the-ground market needs and expectations.

Methods of evaluation used are:

• Interviews with actual customers
• Customer satisfaction surveys
• Unknown evaluators on tours
• On-site inspections

To date, our evaluation system has been successful in improving service at all points within our organization, particularly on the front line. We have a 99.8% satisfaction rating over the last 48 months. Results from customer feedback and letters from clients are testimony to our success in providing step-on guide and receptive operator services. Further evidence of success comes from the recognition by tour guides themselves that our professional standards are the highest in the tour business. We build this success from supportive employee management relations, guide collaboration, training and enrichment and a fine focus on our day-to-day clients.