American Express Global Business Travel focuses on travellers. And no wonder – they are our end users. Consequently, we have named the business travel teams as Traveler Care services to reflect what we are ultimately here for: focusing on travellers’ needs.
– It is not just about renaming the teams, emphasises Project Manager Quality and Customer Experience Eva Toivanen (in the photo). We also have training courses and events for our travel counsellors, where they can share the best practices and further improve their operating models. Our goal is to meet travellers’ changing needs and expectations even better.
Our approach is built around four themes: we want to offer a genuine, proactive, competent and effortless service. The travel counsellors can develop each area further by reviewing their own work and implementing tips that they get from colleagues. This way, they can manage their own work better which, in turn, will affect customer interactions.
We use two types of satisfaction surveys for tracking the success of our customer interactions. As we care about our customer service quality and customer satisfaction, your responses truly matter, Eva adds.
We send out regular email surveys to travel arrangers and travellers up to once per month for tracking how successful the service team or online booking process was and how smooth travelling has been. In addition, we review our collaboration and service quality with the main contact person up to twice per year. Although the surveys are now sent under our new name and international template, we will receive and utilise the responses here in Finland.
We were happy to learn that our customer service efforts have also been noticed outside American Express Global Business Travel: CXPA (Customer Experience Professionals Association) and Shirute included our customer experience management in the Top 10 in Finland 2018 (read the press release here (in Finnish only)).
– Other companies on this list included Telia, Veikkaus and Tieto, to drop just a few names, Eva says happily.
The study assessed customer experience management in terms of areas such as scope, processes, tools, culture and organisation. Based on these, companies are classified to six maturity levels. We reached the second highest level of “Executive”. We were particularly praised for our tools, culture and scope of activities.
It was an honour to receive this recognition, and we will continue working towards even better customer service. In the future, we will be utilising the international expertise and programmes from our parent company even more extensively.