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SINGAPORE, Nov. 13, 2022 /PRNewswire/ — Trip.com, the worldwide journey company, just lately 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 adjustments with a view to give the easiest in buyer expertise always. From implementing new applied sciences to at all times ensuring the groups are absolutely outfitted to efficiently ship the perfect expertise, we additionally check out what’s subsequent for Trip.com.
Global Growth
While the final 5 years have seen the staff improve by nearly sevenfold world wide, Grace Ding is equally as happy with the growth of the groups throughout 19 languages and rising to 12 worldwide areas.
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 international growth – notably the growth of the Manila service centre.
Grace explains the Manila hub as ‘an amazing assortment of expertise, with greater than 500 expert people with improbable ardour who can be found 24/7 as a part of Trip.com’s international staff’, and as Trip.com continues to develop, so does the staff.
Recognition for these nice achievements got here within the type of the Best Contact Center of the Year award on the latest 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 staff, this award recognises everyone’s efforts and can solely encourage everybody to take care of a high-quality normal and efficient supply time for our international prospects.
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 staff about what retains her motivated, Grace explains that it is very important at all times keep 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 larger understanding of each the business and the wants of its prospects.
‘One essential space that makes Trip.com so completely different is that there’s a lot of alternative to develop,’ Grace explains. ‘Everyone needs to progress and develop their talent set. We at all times look to advertise advisors, spotlighting success to make sure we proceed to create nice experiences for our prospects.’
Creating an amazing inside tradition whereas assembly the client’s wants always is vital throughout Trip.com, one focus for the staff is HEAT – Trip.com’s customer support philosophy.
‘How we work and collaborate is all linked to HEAT, which stands for heartwarming, easy, lively and reliable. These 4 key phrases give us steerage on how we help the client in one of the simplest ways attainable.’
As a part of the HEAT initiative, Grace explains there are additionally eight additional attributes created from international worker suggestions, that are to be obsessive about buyer expertise, demonstrating integrity and combating for excellence. It can 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 range.
Grace explains that ‘now we have t-shirts with the completely different attributes on, and for me, firstly 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 feel this can be new favorite!’
Customers First
While HEAT and the additional eight attributes make sure the Trip.com group are at all times creating and striving to ship the absolute best expertise for the client, there have been many adjustments up to now 5 years. For Grace, being able to analyse information to tell the groups and to assist serve the purchasers has been extremely essential.
As COVID-19 created an ever-changing state of affairs internationally, the pandemic shifted how most companies operated nearly in a single day, and undoubtedly modified how the Trip.com international groups labored collectively to ship distinctive service and their customer-first strategy.
‘We by no means anticipated this to occur, nevertheless it was our responsibility to unravel buyer queries whereas guaranteeing our groups stayed secure. Across a number of time zones and a number of languages, every staff labored to help one another, that is very true of the nice teamwork with the analysis and improvement division, and Product groups.’
With increased name volumes and enquiries largely specializing in refunds, adjustments had been occurring at pace. We labored across the clock, collaborating with the Research and Development and Product groups to create a brand new computerized operate that allowed prospects to have the precise expertise in place to unravel their wants, rolling this performance out in simply three days.
Additionally, Trip.com had been additionally in a position to introduce a brand new AI-powered chatbot to assist prospects. Already within the pipeline earlier than 2020, the method was accelerated to satisfy rising demand, permitting prospects to have their questions answered as shortly as attainable 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 attainable. For Grace, additionally it is about creating the groups additional, guaranteeing that every member of the staff is empowered to ship the perfect service throughout completely different cultures and being that journey professional the client wants.
Explaining how she sees the groups creating, Grace likens them to being ‘bubbles subsequent to one another. How you’re going to develop and turn out to be a stronger bubble is set by how your surrounding bubbles can develop too. We will develop by absorbing one another’s strengths, but additionally by sharing views to not solely increase morale however turn out to be solutions-focused.’
Additionally, alongside system enhancements and performance, Grace notes that it is very important at all times ‘be prepared’ and to foresee and contemplate every little thing from completely different angles, as a way to attempt to put together an answer for any subject.
‘Other than that, it’s all about creating expertise globally. We can by no means have nice service with out gifted 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 can be a bigger celebration in Edinburgh as effectively. We’ll be celebrating as a complete staff, that is for certain!’
We cannot wait to listen to extra concerning the celebrations and cheers to the subsequent 5 years!
Get to Know Arden Atienza, Operation Manager, CS Centre Manila
With a staff that has overcome many challenges and quadrupled in simply over 15 months, Operations Manager Arden has seen unbelievable development and developments at our new Manila centre.
The new centre in the Philippines is concentrated on caring for prospects from the Global English Market, with Arden serving on the Inbound Flights staff. 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 prospects 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 prospects had been undoubtedly wanting 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 prospects and their wants. As the groups coached and developed new leaders and advisors to satisfy rising demand, expertise akin to the brand new AI chatbot additionally helped to make sure buyer questions had been resolved in file 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 may be at all times somebody obtainable to help and the purchasers’ issues can be dealt with to completion effectively. No matter the challenges, we are going to work to supply the perfect service and to resolve our prospects’ enquiries.’
As the Manila location grows, Arden explains that it’s the magic of teamwork that has helped to not solely develop the present staff but additionally to construct new units of groups who’re absolutely dedicated to the easiest in customer support and excellence.
We know he’s trying ahead to persevering with to develop the staff and serving to prospects world wide, and we will not wait to see what the longer term holds for you, Arden!
Get to Know Ori Richter, EU Operations Manager, CS Centre Edinburgh
One staff member who has seen this big development 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 help spanning 3 continents and throughout 12 languages.
Joining the Trip.com staff almost 5 years in the past as a customer support advisor, Ori progressed shortly and now leads European Operations. With a staff comprising customer support advisors, staff leaders and group leaders, his focus is on enabling nice experiences to be delivered to Trip.com prospects by means of world-class coaching, individuals administration, high quality recruitment, workforce administration, information 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 staff, this motto additionally encompasses how completely different groups throughout the business work to drive ahead new applied sciences and assure that prospects’ 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 prospects is at all times inspired and shared to continually enhance and develop, along with his function having direct involvement with the groups to speed up any mandatory and constructive adjustments.
One interval that noticed exponential development was in the course of the pandemic, the place Trip.com carried out new applied sciences swiftly to additional service prospects throughout a interval of utmost uncertainty. Ori describes how the staff ‘adapt to an ever-changing state of affairs and guarantee our prospects could be supported all through that interval with no exception’, with further help by means of self-service refunds and the AI chatbot serving to to present prospects management and help throughout an unsettling time.
The groups labored collectively to create full steerage and information for advisors world wide, guaranteeing they may proceed to ship the easiest service and help prospects round the clock in any approach attainable, 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 grasp the operation absolutely’, which will definitely assist as Trip.com continues to develop all through Europe.
SOURCE Trip.com
