*HONOUR ROLL - NUMBER ONE IN BOTH PPH AND CSAT
BERLIN TOP PERFORMERS
SEPTEMBER 2013
Antonella Travascio
Yolanda Olivera / Yasmina Baron
Dorota Ciecmierowska
Suzanna Filipowska / Diana Gapp
Elena deAngelis
Lukasz Jutkiewicz / Victoria Loprieno
Federico Parra Caballero
CHRISTIAN BOKAGNE*
Fernando Rojas Franco
Reinaldo Velandia Medina
/ Pedro Revilla Sanchez
Gaetano Dentamaro
James Conboy / Samira Saleh
Helga Triste
Sabrin Moniera Guizani / Luca Berto
Lena Horn
Andrea Garcia Manzanares /
Mohamad Bankasli
Mohamed Ebrahim
Jewgenija Waschewko / Alena Shyshkina
Martina Piccardo
Nicholas Chesterfield
Franziska Bath / Aleksandra Sowa
Nicholas Whitaker
Soehnke Brauns / Lei Wang
Paul Galeano Araque
Anne-Christin Ackermann / Milli Rose Fuller
Petr Zavadil
Francesca Harrison / Patric Canete Jimenez
Remo Kuhnke
Jacopo Cirillo / Matteo Zanella
Rene Kloberdanz
Marco Cucca / Patrick Ingenschay
Sandra Mas Seracchioli
Florian Ladebeck / Margot Gels
Shelbric Fuller
Patricia Leonidas Bohlen / Robin Junesater
Silvie Bessassi
Fathy Abouelsaad / Stefano Conigli &
Ambra Andrei
Weronika Tabarkiewicz
Tony Brown / Vladimir Ivanov
Wietske Korte
Gergö Szabó / Sandra Wagner
L
HONEST
WHEN I AM 100% HONEST
etter WITH MYSELF, HUMANS DRIVE
ME INSANE! (...AND WASPS). But to be
f
t
rom
he
E
ditor
more specific, trying to figure out
“Why?“ people do some of things that
they do, this question can really drive
you crazy. It‘s like that Hotelier, who is
always grumpy and really doesn‘t care
about the needs of the guest. Why
would you have a hotel if you don‘t like
people?
Despite, how crazy they may make me,
I CARE MOST
ABOUT. David Seaman in his book, The
Real Meaning of Life, writes: “EVERY
LIFE YOU TOUCH WILL TOUCH YOU BACK.“
This statement will follow you in every
moment of your life. Every call, every
modification, even if you see it as
insignficant, for the person on the other
end of the phone, it could mean the
world.
IT IS ALSO PEOPLE THAT
We never really know why someone is
calling our office. Not everyone goes on
vacation just to get a tan. Remember,
holidays are those rare moments when
we get to do what we want, when we
want, and with whom we want. Think
about your own holidays. How do you
feel when something doesn‘t work out
exactly the way you expected it? Even if
it doesn‘t make you upset, there is
usually a certain level of disappointment.
Customer Service requires one thing:
THE ABILITY TO GIVE OF YOURSELF WITHOUT
EXPECTING ANYTHING IN RETURN. To
really
care about people simply because you
care about people.
Shel
As a child, we often hear the words:
“TREAT OTHERS THE WAY THAT YOU
WOULD LIKE TO BE TREATED.“ This one
rule could be the difference between
having a good day or having a great one.
BERLIN STATS SEPTEMBER 2013
CS
PPH
9,8
CS
CSAT
90,9%
booking blue: the berlin cs magazine
NR
CALLS
24015
CISCO
CALLS
132442
RESOLVED
COMPLAINTS
8870
SATISFIED
CUSTOMERS
17801
REPLY
RATE
17,0%
october 2013
p.3