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Tiger Airways has plans to enhance its call
centre service later this year. In this new phase of customer
service improvement, the low cost airline is looking to ink a new
deal with a call centre service provider.
Rosalynn Tay, Managing Director of Tiger Airways
Singapore said, “This is our latest Customer Task Force initiative
to enhance customer experience. Through the Task Force, we had
received customer feedback and suggestions on how to improve call
centre services, such as shorter waiting times. We are in advanced
talks with potential partners who can help us achieve this while
keeping costs low so that customers can continue enjoying our
famous low, low fares ... Going forward, we will continue to find
other low cost but effective ways to enhance our customer
experience.”
Tiger Airways created a Customer Task Force in July
2009, following an online contest that invited the public to
suggest improvements. Three winners with the best entries were
given Sin$500 Tiger vouchers each, and roped into the Task Force
together with Tiger staff.
“Unlike full-service
airlines where the cost of providing quality service is covered by
high airfares, we sought the help of consumers and found ways for
them to have a better experience while still enjoying our low, low
fares. Instead of paying research companies hundreds of thousands
of dollars, we want to engage our consumers directly. This way, we
get the raw, unfiltered facts that will help us find
value-for-money solutions for passengers,” Rosalynn said.
The first customer service improvements were to
the web interface, which started in August 2009. The immediate
effect was a drop in the number of queries regarding the web
storefront. This was
followed by Service Excellence courses for cabin crew. The
courses, which started in January 2010, were partially funded by
government grants awarded for skills upgrading and development.
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