SINGAPORE, Nov. 14, 2022 /PRNewswire/ — Trip.com, the worldwide journey company, not too long ago celebrated its 5th anniversary and to mark the event Grace Ding, Head of Trip.com Customer Service, sat down for an interview to share how the customer support groups have tailored to very large modifications with the intention to give the perfect in buyer expertise always. From implementing new applied sciences to at all times ensuring the groups are absolutely outfitted to efficiently ship the most effective expertise, we additionally check out what’s subsequent for Trip.com.
Global Growth
While the final 5 years have seen the workforce improve by nearly sevenfold world wide, Grace Ding is equally as happy with the enlargement of the groups throughout 19 languages and rising to 12 worldwide places.
The Edinburgh centre has been a longstanding pillar of Trip.com’s customer support, and has now been in operation for nearly 5 years, enabling Trip.com to ship distinctive service worldwide. Five years later, the Edinburgh centre’s 5th anniversary celebrations include continued world enlargement – notably the enlargement of the Manila service centre.
Grace explains the Manila hub as ‘an awesome assortment of expertise, with greater than 500 expert people with unbelievable ardour who can be found 24/7 as a part of Trip.com’s world workforce’, and as Trip.com continues to develop, so does the workforce.
Recognition for these nice achievements got here within the type of the Best Contact Center of the Year award on the current Asia Pacific Customer Service Consortium’s, 20th International Customer Relationship Excellence Awards.
Grace went on to precise her thanks and clarify that for the Customer Service workforce, this award recognises all people’s efforts and can solely encourage everybody to keep up a high-quality normal and efficient supply time for our world clients.
The Trip.com Team
As Trip.com celebrates its fifth anniversary, Grace displays on her personal historical past of working in a variety of various roles and groups in Trip.com Group over 17 years. She has led the event of Trip.com’s customer support providing because it advanced out of its dad or mum firm Trip.com Group.
When requested by new members of the workforce about what retains her motivated, Grace explains that you will need to at all times preserve a wider perspective on no matter function she is in. And when stepping up into new positions to make sure she at all times has a better understanding of each the business and the wants of its clients.
‘One essential space that makes Trip.com so completely different is that there’s a lot of alternative to develop,’ Grace explains. ‘Everyone desires to progress and develop their ability set. We at all times look to advertise advisors, spotlighting success to make sure we proceed to create nice experiences for our clients.’
Creating an awesome inner tradition whereas assembly the client’s wants always is essential throughout Trip.com, one focus for the workforce is HEAT – Trip.com’s customer support philosophy.
‘How we work and collaborate is all linked to HEAT, which stands for heartwarming, easy, energetic and reliable. These 4 key phrases give us steerage on how we assist the client in one of the simplest ways potential.’
As a part of the HEAT initiative, Grace explains there are additionally eight additional attributes created from world worker suggestions, that are to be obsessive about buyer expertise, demonstrating integrity and preventing for excellence. It can also be to makes actions significant, to take accountability, to remain curious, to remain constructive and by no means hand over. Finally, the final however not least, one is to embrace variety.
Grace explains that ‘we now have t-shirts with the completely different attributes on, and for me, at first I selected to remain constructive and by no means hand over. But I like to remain curious, so we’re at all times altering what we’re striving for. At the second my t-shirt says ‘make actions significant’ and I believe this can be new favorite!’
Customers First
While HEAT and the additional eight attributes make sure the Trip.com group are at all times growing and striving to ship the absolute best expertise for the client, there have been many modifications prior to now 5 years. For Grace, being able to analyse knowledge to tell the groups and to assist serve the shoppers has been extremely essential.
As COVID-19 created an ever-changing state of affairs the world over, the pandemic shifted how most companies operated nearly in a single day, and undoubtedly modified how the Trip.com world groups labored collectively to ship distinctive service and their customer-first strategy.
‘We by no means anticipated this to occur, nevertheless it was our obligation to unravel buyer queries whereas guaranteeing our groups stayed protected. Across a number of time zones and a number of languages, every workforce labored to assist one another, that is very true of the good teamwork with the analysis and growth division, and Product groups.’
With increased name volumes and enquiries largely specializing in refunds, modifications have been taking place at pace. We labored across the clock, collaborating with the Research and Development and Product groups to create a brand new automated perform that allowed clients to have the suitable expertise in place to unravel their wants, rolling this performance out in simply three days.
Additionally, Trip.com have been additionally capable of introduce a brand new AI-powered chatbot to assist clients. Already within the pipeline earlier than 2020, the method was accelerated to fulfill rising demand, permitting clients to have their questions answered as shortly as potential throughout an unsettling and unprecedented time.
Raring for Recovery
As we emerge from the previous few years, the Trip.com groups have carried out classes from the pandemic to make sure their operations and repair are on the highest ranges potential. For Grace, additionally it is about growing the groups additional, guaranteeing that every member of the workforce is empowered to ship the most effective service throughout completely different cultures and being that journey skilled the client wants.
Explaining how she sees the groups growing, Grace likens them to being ‘bubbles subsequent to one another. How you’ll develop and develop into a stronger bubble is set by how your surrounding bubbles can develop too. We will develop by absorbing one another’s strengths, but in addition by sharing views to not solely enhance morale however develop into solutions-focused.’
Additionally, alongside system enhancements and performance, Grace notes that you will need to at all times ‘be prepared’ and to foresee and contemplate all the pieces from completely different angles, so that you could attempt to put together an answer for any situation.
‘Other than that, it’s all about growing expertise globally. We can by no means have nice service with out proficient individuals. That is so essential for our groups.’
Finally, we uncover the reply to the massive query proper now – how are Grace and the customer support groups celebrating the fifth anniversary?
‘We’ll be having a day to have fun and there shall be a bigger celebration in Edinburgh as properly. We’ll be celebrating as a complete workforce, that is for positive!’
We cannot wait to listen to extra concerning the celebrations and cheers to the following 5 years!
Get to Know Arden Atienza, Operation Manager, CS Centre Manila
With a workforce that has overcome many challenges and quadrupled in simply over 15 months, Operations Manager Arden has seen unimaginable progress and developments at our new Manila centre.
The new centre in the Philippines is targeted on taking good care of clients from the Global English Market, with Arden serving on the Inbound Flights workforce. Ensuring they obtain wonderful service for each flight booked by way of Trip.com, the brand new Manila centre is devoted to giving the identical distinctive service to clients as is seen globally with Trip.com.
In the final 12 months, largely pushed by the easing of restrictions and opening of borders worldwide, Trip.com’s clients have been undoubtedly desperate to journey as soon as once more. As airways started to relaunch their hottest routes abroad and worldwide journey was firmly again in individuals’s minds. This noticed inbound calls develop quickly in a brief area of time and the groups prioritising the excessive requirements of buyer expertise because the enquiries continued.
Arden notes how ‘pace with out sacrificing high quality’ was key for the groups to successfully serve clients and their wants. As the groups coached and developed new leaders and advisors to fulfill rising demand, expertise equivalent to the brand new AI chatbot additionally helped to make sure buyer questions have been resolved in document time and to the identical distinctive ranges of service.
With the complete revival of journey being seen worldwide, Arden explains the brand new challenges because the Manila centre receives extra buyer enquiries.
‘Whether it is by way of telephone name, chat or e-mail, there’s at all times somebody accessible to help and the shoppers’ considerations shall be dealt with to completion effectively. No matter the challenges, we are going to work to supply the most effective service and to resolve our clients’ enquiries.’
As the Manila location grows, Arden explains that it’s the magic of teamwork that has helped to not solely develop the present workforce but in addition to construct new units of groups who’re absolutely dedicated to the perfect in customer support and excellence.
We know he’s trying ahead to persevering with to develop the workforce and serving to clients world wide, and we won’t wait to see what the long run holds for you, Arden!
Get to Know Ori Richter, EU Operations Manager, CS Centre Edinburgh
One workforce member who has seen this large progress first-hand is Ori Richter, EU Operations Manager on the Edinburgh buyer care centre. Taking the lead on European customer support, Ori oversees 18 groups who present round the clock assist spanning 3 continents and throughout 12 languages.
Joining the Trip.com workforce almost 5 years in the past as a customer support advisor, Ori progressed shortly and now leads European Operations. With a workforce comprising customer support advisors, workforce leaders and group leaders, his focus is on enabling nice experiences to be delivered to Trip.com clients by way of world-class coaching, individuals administration, high quality recruitment, workforce administration, knowledge evaluation and extra.
When requested about his personal expertise at Trip.com, Ori notes that he’s most happy with the corporate’s motto to ‘obsess with buyer expertise’. Not solely describing the mindset of the workforce, this motto additionally encompasses how completely different groups throughout the business work to drive ahead new applied sciences and assure that clients’ wants are at all times put first.
What’s one of the simplest ways of measuring the success of this fixed enchancment? Ori notes that suggestions from clients is at all times inspired and shared to always enhance and develop, along with his function having direct involvement with the groups to speed up any crucial and constructive modifications.
One interval that noticed exponential progress was in the course of the pandemic, the place Trip.com carried out new applied sciences swiftly to additional service clients throughout a interval of maximum uncertainty. Ori describes how the workforce ‘adapt to an ever-changing state of affairs and guarantee our clients can be supported all through that interval with no exception’, with extra assist by way of self-service refunds and the AI chatbot serving to to offer clients management and help throughout an unsettling time.
The groups labored collectively to create full steerage and information for advisors world wide, guaranteeing they might proceed to ship the perfect service and assist clients round the clock in any method potential, whether or not by telephone, e-mail or chat.
As we slowly emerge from the pandemic, Ori notes that his largest achievement is ‘the extent of involvement and engagement I’ve with my groups, listening to your groups is important to know the operation absolutely’, which will definitely assist as Trip.com continues to broaden all through Europe.
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SOURCE Trip.com
