Berthold Trenkel，嘉信力旅运全球旅行服务执行副总裁在近期新加坡举行的亚洲航空业峰会上发表了主题演讲。通过内容丰富及生动有趣的演讲，他和与会者分享了其在如何实现杰出客户满意度方面的经验与原则。Trenkel先生带领着一个14,000人的团队，他并不否认“产生失误的机会很多”。他在此次演讲中对如何预期并防止可能影响客户的失误的产生，当问题产生时如何快速应对以期重新争取客户满意度和忠诚度等问题发表了自己的看法。他最终表示客户满意度是他的终极目标，因为“满意的旅行者造就满意的差旅经理”。
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Seven rules for superior customer satisfaction
Berthold Trenkel, Executive Vice President, Global Traveler Services at Carlson Wagonlit Travel, delivered the keynote address at the recent Asia Aviation Summit in Singapore. He shared 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 traveler satisfaction because “happy travelers mean happy traveler managers.”
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