Making Customer Satisfaction a Matter of Heart
Stefan Scheerer leads Khiri Travel Myanmar’s customer care team. After one year on the job, he reflects on his strategies on what it takes to live up to our motto of “Sharing our Passion for Discovery”.
Since I joined the Khiri Travel Myanmar team almost one year ago, it has been my mission to share the happiness of the local people with our valued clients visiting this amazing country. I believe strongly in making customer satisfaction a matter of heart. Giving special care to clients with unique requests, while providing freedom and flexibility to the ones who wish to feel more independent, is a consideration we take seriously.
Having happy clients is very important to any company, especially in the tourism industry. Travelling to unknown and exotic countries demands planning for great adventures and meaningful experiences. Pairing a sense of adventure and the comfort of being taken care of makes a perfect mix for most of our clients. When reaching out into local cultures, having an expert guide with special knowledge about the destination and who constantly goes the extra mile tailoring the itinerary to the special interests of our clients has been a successful tool in the past. This on the spot flexibility makes a great impression on the overall experience of our clients.
Visiting a foreign country often comes with plenty of questions and unforeseen situations. Having a contact person who is available 24/7 and happy to remedy any unplanned situation is our way to reassure clients. We want to make sure our clients value the personalized service we offer. Also, agents welcome an update about how we helped their clients to assure everyone that we are on top of things. Personal contact gives us the opportunity to read between the lines and make sure that our Khiri Travel clients have a fantastic time while travelling in Myanmar.
I am happy to report that our Myanmar team’s dedication and quick responses to all types of situations has resulted in customer satisfaction ratings that have reached a high standard of 9.5 points out of 10.
To continue to develop strategies leading to higher customer satisfaction, encouraging feedback is an important factor. As our goal is to strive for excellence and exceed our customer’s satisfaction, constructive feedback from both clients and partner agencies is critical to help us understand the needs and desires of our valued clients. In this way, we can deliver an experience remembered long after a traveler returns home.