Recorded at CAPA Asia Aviation Summit 2015, 23-24 Nov 2015

Seven Rules For Superior Customer Satisfaction

Berthold Trenkel, Executive Vice President, Global Traveller Services at Carlson Wagonlit Travel, shares his rules for superior client satisfaction in an entertaining and informative presentation filled with personal experiences. Trenkel leads a team of 14,000 people and concedes that there were “lots of opportunities to make mistakes”. He addresses ways of anticipating and preventing the lapses which affect customers, how to respond quickly when things do go wrong and how to recover customer satisfaction and loyalty. His aim, he says, is traveller satisfaction because “happy travellers mean happy travel managers”.

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