Thomas Cook introduces customer service promise
Thomas cook has launched a 24-hour satisfaction promise in its bid to improve customer service.
Speaking at the ABTA Convention at Abu Dhabi, MD Chris Mottershead said the 24-hour promise means any problems are dealt with more quickly.
"If there is something that’s wrong or misunderstood about a holiday, we have the chance to fix it right there and then," he said.
He said the travel giant is also placing a much greater emphasis on talking to its customers and is holding forums to get feedback.
"We’ve looked at the culture and we’ve embedded the customer at the heart of our business. It was always important to us, but now it’s firmly number one," said
He said the company has also introduced new metrics to measure how well it was meeting customers’ needs.
As a result, it has seen an improvement in customer loyalty, he said.
Kathryn Darbandi, director of retail and customer experience, admitted the group’s customer communication hasn’t been strong in the past.
"We haven’t been great at responding, but now we’re fixing the basics and responding honestly, not just defending the brand," she said.
News from The Travel Convention sponsored by Hertz UK
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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