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Virgin Blue's Customer Service A Winning Formula


Low Fare Carrier Lands Major Call Centre Award

Virgin Blue's dynamic Call Centre team has taken out the award for best customer service in the Australian Travel and Transport industry.

The Teleperformance CRM (Customer Relationship Management) Grand Prix 2001 judged companies on their customer service levels by placing "mystery calls and e-mails" to the call centre as well as testing the "user friendly" level of the company website.

Virgin Blue Call Centre team members were judged on a number of points including the greeting, warmth of welcome, product knowledge, overall attitude and efficiency.

Despite being one of the new industry players, Virgin Blue's customer service levels surpassed those of the established airlines including Qantas, Ansett-Air New Zealand and British Airways.

Call Centre Manager, Susy Goldner, says "winning the award is such a thrill for the entire call centre team who pride themselves on their customer service focus and working for an airline where you really can make a difference."

She continued, "we've all been motivated by the support and kind words received from the travelling public who we obviously have close contact with on a daily basis and the Virgin Blue team is determined to fulfil that faith. Just because people want low fares doesn't mean they expect anything less than exceptional customer service and we are proud to be offering something unique."

The Grand Prix is considered the premier global customer service awards, made possible by the international network of Teleperformance subsidiaries in over 30 countries.

Teleperformance Australia made more than 2,500 "mystery shopping" calls and 1500 e-mails to more than 120 leading companies throughout Australia to determine the best performers.

Scott Munro from Teleperformance said "We were delighted to present the Transport and Travel industry sector award for excellence in customer service via multimedia to Virgin Blue Airlines, considering they have only been in the country for around a year, it's a remarkable achievement."

"This type of performance is an obvious reflection of a commitment to delivering above average customer service via both the telephone and Internet and embracing CRM", he finished.