- Joined
- Dec 5, 2013
- Posts
- 3,251
Today I had to call the call centre to (a) cancel one itinerary and (b) alter another itinerary by changing two flights and adding a third one. I am NB but the hold message kept telling me that "as a platinum member..." and that "all our premium line staff are on other calls". I thought I was going to get through to HBA, but it turned out I got through to Mavis in Manila.
The service I got was faultless. Mavis spoke perfect English and understood my requests and discussed them with me. The surplus itinerary was cancelled easily and the changes to the other itinerary took time to arrange but it was done without any complication. When I was on hold, Mavis kept checking back with me. Mavis found the flights I needed first go and understood which ones to replace. She asked me to check the itinerary on the app before she priced it up. The pricing went smoothly, as did payment. During the unrecorded time Mavis asked about whether I was able to work from home at all and told me how much she valued being able to do so.
Once payment was made I asked for the booking to be ticketed immediately because it included MH flights. Mavis said she was already on hold to ticketing because it had UL flights. The booking was ticketed while I waited and Mavis asked me to check receipt of the tickets before we hung up - she told me the last three numbers of the new ticket and the original one to confirm that it had been reticketed.
This all took 90 minutes, which is a long time, but it was a pleasant and human encounter that fully resolved my request. I never felt rushed, pressured or that my request was inconvenient or irritating.
This demonstrated to me that geography is not the issue with call centres - it is about having the right staff with the right training and empowerment to do what is needed to support customers.
The service I got was faultless. Mavis spoke perfect English and understood my requests and discussed them with me. The surplus itinerary was cancelled easily and the changes to the other itinerary took time to arrange but it was done without any complication. When I was on hold, Mavis kept checking back with me. Mavis found the flights I needed first go and understood which ones to replace. She asked me to check the itinerary on the app before she priced it up. The pricing went smoothly, as did payment. During the unrecorded time Mavis asked about whether I was able to work from home at all and told me how much she valued being able to do so.
Once payment was made I asked for the booking to be ticketed immediately because it included MH flights. Mavis said she was already on hold to ticketing because it had UL flights. The booking was ticketed while I waited and Mavis asked me to check receipt of the tickets before we hung up - she told me the last three numbers of the new ticket and the original one to confirm that it had been reticketed.
This all took 90 minutes, which is a long time, but it was a pleasant and human encounter that fully resolved my request. I never felt rushed, pressured or that my request was inconvenient or irritating.
This demonstrated to me that geography is not the issue with call centres - it is about having the right staff with the right training and empowerment to do what is needed to support customers.
