Numerous testimonials, feedback forms and letters are regularly received by the TCI HK office sent in by delighted and happy customers. Compliments for the tour escorts, and from Corporates for travel arrangements. Everyone certainly seems happy with the way the Hong Kong office is going!
Our Hong Kong Editor says ; “We have a customer rating system in TCI HK. Customers are invited to fill-in a questionnaire at the end of the tour.”
The questionnaire mainly covers customers’ feedback on:
- Customer service at service centers such as handling enquiries and booking
- Performance of the tour escort such as his/her professionalism, travel knowledge, service attitude towards customers, itinerary and time management, etc.
- Other arrangements such as pre-trip tea party, hotel location and quality, restaurants and dining arrangements, sight-seeing arrangements, optional activities arrangements (additional charge required), the local guide, the local transportation and the driver
The return rate of the questionnaire is as high as 83%! That’s awesome!
The results show that our full-time escorts have managed to score 9+ (out of 10) on an average. That is, indeed, outstanding.
Written compliments for two exceptional tour escorts Kelvin Ko and Jimmy Au are full of praise and appreciation. They have been highly regarded by the customers for their professionalism and excellent customer service.
E-mails and assessment forms show that the service for Business Travel too is reliable, and the arrangements are excellent.
An email from a satisfied customer :
Hi April,
Comments on your customer service
To whom it may concern,
Hello, This is Cathy and I am the PA in the Verde Garment Manufacturing Ltd. We are a frequent customer at your travel agency.
I just wanted to take a minute to let you know what a fantastic task your sales representative, Ms. April Yuen, do every time when we have requests at your travel agency.
Every time we have enquiries, your sale representative, April, is always warm and friendly, and gives us a prompt reply, probably within 15 minutes.
She never acts annoyed even she is very busy. Instead she always so friendly and eager to help us with anything that we need. April is doing a good job and this is the reason that we will keep coming back to your agency again and again.
Thank you for your attention.
Best Regards,
Cathy
It shows that the customer is confident about returning to TCI HK for future assignments. That’s what it’s all about!
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